Stop messing with my credit record

Telkom did an upgrade on my data contract and sent me a new router. I struggled to connect the router and never used it since. I took the router to the Southgate branch to return it and cancel the contract but they refused saying I must call the customer number which puts you on hold for ages.

I was told the new contract was R269 only for my account to be debited with R498.47 on the 31st October 2018, which I reversed of course. On the 15th November 2018, Telkom tried to debit R876.04 and I reversed it again.

On the 24th November 2018, I logged a request online for the service to be cancelled. It was only on the 21st of January 2019 that I received an sms saying the case number ********** 3 is resolved, meaning my service is cancelled 2 months after the request.

It is the 23rd January 2019 and I received a call from some debt collection company claiming Telkom has handed me over to them for non-payment. I need to understand which payment do I owe and for which service since I never used the new router and the old contract was cancelled anyway. Telkom must also explain why they wanted to debit R498.47 for a R269 contract and how that amount doubled within 15 days.

Telkom is now messing with my credit record because of someone who didnt do their job