Telkom error but I get suspended!

Telkom has threatened to suspend my account due to non payment.

All payments have been made. The error is the Telkom has not allocated the payments to my account.

See chat discussion below: __________________________________________________ "Welcome to the Telkom Chat service. One of our friendly agents will assist you shortly.

Please hold for the next available Agent. You are currently being assisted by Ganoly Shandre Robby 1:31:50 PMGanoly Shandre: Thank you for contacting Telkom Mobile, you are chatting to Shandre How may I assist you? 1:32:03 PM You: Hello, we received an sms saying: “tel no. *********X is in arrears with R1471. and to pay immediately to avoid suspension.” 1:32:15 PM You: but we Made eft payments of R 1459 at the beginning of the month? 1:32:32 PMGanoly Shandre: Thank you for the enquiry ***, I am happy to assist you with your query, however we would require you to pass a few security questions. Kindly provide me with the following. 2. I.D/passport number 3. Residential / Billing Address 4. Alternative number 1:32:45 PM You: ID: ****** ***X *** 1:32:52 PM You: Address: *** 1:33:10 PM You: Cell: *** *** ***X 1:33:36 PMGanoly Shandre: Thank you. 1:34:14 PM You: We also sent the proof of payments to ********** as instructed by the last consultant to assist 1:34:24 PM You: that was on the 11th June 2018 1:36:04 PMGanoly Shandre: ***,please advise which reference number you used? 1:36:54 PM You: ********** ********** 35030 - that is what the cell phone application said we must use 1:37:52 PMGanoly Shandre: I am checking 1:37:57 PM You: thank you 1:38:22 PM You: i can forward you the proof of payments if it would help 1:38:37 PMGanoly Shandre: Unfortunately it will not help 1:40:20 PMGanoly Shandre: Wendy ,the payment you made was for end of May . 1:40:37 PMGanoly Shandre: the payment for June is outsatanding . 1:41:04 PM You: we made it for the payment that gets debited on the 5th june 1:41:08 PMGanoly Shandre: outstanding 1:41:22 PMGanoly Shandre: That was for May 1:41:39 PM You: so is the next payment being debited 5th july? 1:41:39 PMGanoly Shandre: June's payment was not received 1:41:50 PMGanoly Shandre: That is correct . 1:42:04 PM You: so the account is not going to be suspended? 1:42:48 PMGanoly Shandre: It will be suspended ,as June's payment was not made /received on our end. 1:43:38 PM You: but we havent missed any payments?payments are normally debited the 5th of every month and we havent missed any of them 1:44:11 PM You: we on paid eft on this one to be sure that the money doesnt get taken by a different companies debit order? 1:45:46 PMGanoly Shandre: The payment for June was not received . 1:46:01 PM You: are you referring to the eft's we made? 1:46:25 PMGanoly Shandre: no 1:47:11 PM You: did you not receive the money that was debited on 5th may then? Please be patient with me as i am trying to understand 1:48:54 PMGanoly Shandre: We did not receive the payment for the 5th of May 1:49:26 PM You: but you guys debited the amount so how could you not have received it? 1:50:03 PMGanoly Shandre: On our side it reflects as a Backout 1:50:25 PM You: Does that mean the debit order never went through? 1:50:41 PMGanoly Shandre: Yes that is correct . 1:51:34 PM You: And when is the suspension meant to take place? 1:51:46 PMGanoly Shandre: within 48 hours. 1:52:20 PM You: So to stop that we need to either make another eft payment or prove that the money did go through? 1:52:29 PMGanoly Shandre: Yes 1:53:11 PM You: And do we email or call to sort it out? what would be the best way? 1:53:44 PMGanoly Shandre: You can send proof of payment to ********** 1:54:01 PM You: Thank you 1:54:18 PMGanoly Shandre: Is there anything else you need assistance with? 1:54:24 PM You: Not at this time 1:54:35 PMGanoly Shandre: Thank you for using our Telkom Mobile Chat Service, please enjoy the rest of the day." __________________________________________________

The email address provided does not work. I have all the proof that payment was made but it seems to be impossible for this to be corrected.