Telkom disregard for customer service

am writing to request your urgent intervention regarding a persistent issue with my Telkom

My son's phone, with the number ***, was ****** on 9 April 2025, and the SIM card was blocked via the Telkom website on the same day. My contact number is ***.

On 11 April, I reported to Telkom that we had replaced my son's phone and required a new SIM card to reactivate his number. I paid R100 for the SIM swap at the Telkom store in Mimosa Mall. However, I was informed that they were experiencing system issues.

Since 11 April, I have visited the Telkom branch in Mimosa Mall on 14 separate occasions. During each visit, the store representatives contacted your call centre and received a reference number. Frustratingly, these reference numbers were subsequently cancelled, often within a day, with the reason stated as "complaint resolved." Despite this, the store confirmed that they were still unable to process the SIM swap and reactivate the number.

As a result, my son has been without his phone number since 9 April. Despite this lack of service, a full debit order was processed against my account on 1 May 2025. I find it unacceptable to be billed for a service that is unusable due to unresolved issues on Telkom's part. It is concerning that Telkom head office appears unresponsive to customer complaints.

For your reference, here are some of the most recent reference numbers provided by the Mimosa Mall branch, as they claim previous ones are no longer accessible:

* ***7 - 24/04 * ***3 - 28/04 * ***8 - 22/04

The level of customer service I have experienced is unacceptable, especially considering the 20-day delay in resolving this matter for a paying customer. I would greatly appreciate your direct assistance in resolving this issue with Telkom, as my attempts to do so have been unsuccessful.