Telkom expects their customers to pay for THEIR MISTAKES

I upgraded my phone on 11 January. I was a few hours early, as Telkom does not provide specific timestamps when confirming upgrade eligibility. Now, I have an EXTRA R600 ON MY BILL to pay the remaining costs of my previous device — and this is on THE SAME DAY I AM ELIGIBLE FOR AN UPGRADE.

I was advised that Baseka would log a dispute so this amount would not be included in my invoice. However, I have spoken to five different customer service representatives, all of whom tell me to pay. THIS IS NOT A MISTAKE ON MY END, so why am I being held responsible for Telkom’s error? Telkom must rectify this issue on THEIR SIDE.