Telkom Facilitating ***** and blaming it on client

I Logged an inquiry for one of my clients on an account that she had never heard of that suddenly popped up on her credit report and Telkom is adamant she owes. We have spoken to one of the team leaders Lungelwa Mbokazi, who referred us to a collection company called Debt-in stating that the account was written off by Telkom and handed over to them, my client was willing to blindly pay the account for the sake of clearing her name and move on with her financial as this is affecting the progression of her life under the circumstances, but I really feel that this is unfair to the client considering the facts. The address on the account is in Cape Town whilst my client lives in Pretoria north, surely this is an indication that some ***** has been committed using her personal information and again no one has any record of the account accept for an invoice dated March 2014. ?