Telkom Failed to Process Cancellation for line now claiming my Mother in Law owes them R2700

This email was sent on the 3rd Of January 2018 to Telkom Accounts and still they are bothering my Mother in Law for outstanding fees to an account she closed and received a Confirmation email from Telkom that they Received it. Please Phone me for all the relevant Documentation and proof to be forwarded to you. Every time I have to send the same stuff over and over again to people who are clearly not qualified to do their Job. Here follows the email - Personal Details and Account Numbers have been removed for security reasons:

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Good day René

As discussed telepathically we would please like an urgent investigation and clarification regarding the cancellation & termination of all outstanding fees on the account of my Mother in Law for account: ******40001 with landline number: *** *** 3090

On 20 January 2017 instruction was given to Telkom via Email to cancel landline number *** *** 3090 – Receipt that email was received by Telkom (Attached) My mother in Law sold the property and moved out of the property 22 February 2017. The new owner moved into the property on the 23rd February 2017. My mother in Law knew there might still be a small outstanding amount payable and did not receive a final account within 2 weeks after cancellation, there after she was out of the country for a whole month.

Upon return she still haven’t received an account yet, she has moved to a new property and although the account might have been delivered to the old physical address she wouldn’t have received it & completely forgot about an small outstanding amount of R366.34. She only received the first SMS in November 2017 which is 9 Months later (All SMS’s Attached) saying she has been handed over for an amount of R1722.66. During a whole 9 months no attempt from Telkom was made to contact her on her mobile number which is on your system to inform her of any arrears on her account. By failing to inform her telepathically the account was now billed with interest and late payment fees and also hand over fees. What has been done by account holder to resolve the issue:

Telkom phoned my mother in law to ask when payment of the arrears would be paid, she agreed to pay the outstanding amount of R366.30 (Confirmed by Telkom Potchefstroom employee with the name LYNN) and not the full amount of R1722.66 as required by Telkom. Payment of the R366.30 was done on the 29th November 2017

After payment was done my mother visited Wilmie from (Telkom Matlosane Mall – Klerkdsorp) who can solve this account issue, she was not available and no one else could assist her, 3 days later my mother in law went back to the store but yet again Wilmie was not available, 3 days later my mother in Law visited the store again, this time she was available. She made copies of all necessary documentation. She confirmed that since the outstanding amount of R366.34 was paid she will sort out the account and that my Mother in Law would not have to pay another cent as the R1722.66 is not her fault since the instruction for line cancellation was never followed through.

My mother in Law re-visited the Telkom Matlosane Mall branch again just to confirm the account has been settled and the outstanding fees written off due to negligence from Telkom, Wilmie confirmed that everything was sorted out. She confirmed that Order Numbers: ********** 66A & ********** 90A was completed and the service has been cancelled. Since then up until now the 3rd of January my mother in law has been getting sms’s for outstanding amounts now escalating to R2697.75. Yesterday I phoned Telkom to follow up on the two order numbers mentioned above and was instructed by Terri-Anne from Orders that order number ********** 90A was not complete and that I have to phone the cancellations department to make sure the order has been completed. This meant after weeks of phoning & visiting Telkom Branches in Potchefstroom & Klerksdorp the line was still NOT cancelled.

I made sure the order ********** 90A was done and followed through yesterday – We spoke to Dean from Cancellations and he confirmed the line has now been cancelled. We then phoned the Billing Department and spoke to René Adams and she confirmed that she hasn’t received any confirmation that the line has been cancelled. Last SMS received 2nd January 2018 states that my mother in Law now owes R2697.75 – Can we please get a breakdown of all costs amounting to this value and the reason? What needs to Happen now & Why?:

Telkom to instruct MBD Credit Solutions to withdraw Account: ********0001 for collection. Telkom to reverse and write off the outstanding amount of R2697.75 clearly generated by the failure of Telkom to follow a cancellation instruction given on 20 January 2017 already. Telkom failed to communicate arrears amount to Mother in Law and made no effort in doing so until she became aware of the issue once she was handed over receiving SMS's from MBD Collections.

This issue has been going nowhere and clearly every time this issue gets handled by inadequate people.