Telkom keeps debiting me incorrectly despite payments and repeated complaints

I am extremely disappointed with Telkom and the way my Fibre account has been handled.

This matter has now reached the point where I have had to escalate it to Telkom's Executive Escalation Centre and ICASA Consumer Complaints.

My Telkom Fibre service was installed in April 2026, and since then I have experienced ongoing issues with my account, including billing/debit-order problems and an unresolved Prime Video activation.

The biggest issue is the repeated incorrect debiting of my account.

In June 2026, I made a R400 manual payment via EasyPay/PayShap and provided Telkom with proof of payment. Despite this, Telkom subsequently debited my account again.

I then disputed the approximately R200 debit-order penalty that was charged to me. Telkom eventually confirmed on 13 August 2026, under CRM_***0, that a R202.70 credit had been arranged for the debit-order levy.

I also had to change my banking details after being the victim of a carjacking and ******* in July. On 22 July 2026, my new banking details were updated with Telkom at the Canal Walk branch. I subsequently visited three Telkom stores and was assured that my account and debit-order arrangement had been updated correctly and that my debit would be processed on the last day of each month.

On 14 August 2026, after Telkom told me that the August invoice had already been processed, I specifically asked them whether my R400 payment already made in June meant that I would not be debited again for August.

I received no response.

Then, on 20 August 2026, Telkom attempted to debit my account again — and on the wrong date.

My agreed debit date is the last day of the month, yet Telkom attempted the debit on 20 August.

This resulted in my bank charging me R112.

This is extremely frustrating because I have repeatedly tried to prevent exactly this situation from happening. I have paid my account, provided proof of payment, contacted customer support, visited three stores, updated my banking details, escalated the matter and specifically asked Telkom to confirm that I would not be charged twice.

Yet it happened again.

I am now demanding a complete reconciliation of my Telkom account, showing every invoice, payment, credit and debit from June 2026 to date, including the R400 payment, the previous debit, the R202.70 credit and the latest debit attempt.

I also expect Telkom to address the R112 bank charge caused by the incorrect debit attempt and explain why the debit was processed before the agreed debit date.

There is also an outstanding Prime Video activation that I have been waiting for since my Fibre installation in April 2026. I complained about this in June and visited the N1 City branch, yet I still have not received the activation details.

I have given Telkom more than enough opportunities to resolve these matters internally.

This is no longer acceptable.

I have now escalated the matter to Telkom's Escalation Centre and ICASA Consumer Complaints and expect Telkom to take accountability and properly resolve my account.

Telkom, please stop giving me generic responses and actually reconcile my account and explain where my payments and credits have gone.