Spend Limit

I have a Telkom Mi-Fi router with 10GB p.m contract which costs 149 p.m. I have been paying this amount for the last year, depleted the 10GB each month and had no issues with Telkom. On the 12th month, Telkom added a spend limit of which I did not know about nor did I request.

Upon receiving the December invoice, I queried with Telkom and had been advised by the first consultant that I spoke to that it had been an error and I will not be liable for the charges. I had been informed that the turnaround time was 72 hours. I contacted Telkom after this time elapsed and had been informed that it was 10 days, after which I contacted Telkom again, and had been informed that it was 21 days. I had constantly been advised that someone would contact me before the end of the day. I am still waiting for that call.

This time frame has now elapsed and still no resolution has been reached. I have escalated this query three times, contacted the call center and had the call cut on me after holding on as well as contacted Telkom via social media.

I am now going to be charged for something that I did not request, nor did I know about and I have no idea if I will be getting my money back for this. I had never been charged for this in the first 11 months of the contract despite using all of the data. How can I then be charged extra on the 12th month if it had been in the contract all along? Telkom cannot choose when to charge the consumer for something that they did not know about, did not request, and did not pay for, for the first 11 months of the contract. Neither can a Telkom consultant inform a consumer that the error had been made by the head office and will be resolved only for another Telkom consultant to not provide any feedback whatsoever and not comply with the the response give from the first consultant. Should the information provided to the consumer not be the same?

Original case number: ********** 0 Escalation 1: ********** 9 Escalation 2: ********** 8 Escalation 3: ********** 4