Telkom Mobile cannot sort out account queries in 5 months

I refer to my visit to the Telkom shop in the Whale Coast Mall on 16 December 2019 at about 10:00. I was ticket number 9.

I am having a problem with my Telkom account since August 2019.

Background.

Number *** was on the unlimited package on a month to month basis. I downgraded to 20gig Free Me Packages in August 2019.

Number *** was on the 1gig Free Me. This device was also insured through Telkom. This insurance has been cancelled at the end of July 2019.

At the same time that I have downgraded *** to the 20gig Free Me, I took a FreeMe 10gig Top Up package for number ***.

A day after the FreeMe 10gig Top Up was activated I went back to the Telkom shop in the Whale Coast Mall and cancelled the FreeMe 10gig Top Up because numbers to other networks than Telkom was not included in the FreeMe 10gig Top Up package. It was confirmed that this package has been cancelled.

I then took the 20gig FreeMe package for number *** as well in September 2019, after the cancellation of the FreeMe 10gig Top Up.

I have now discovered that the FreeMe 10gig Top Up package was never cancelled and I am being debited for this package on account number ***2. However, the Telkom statement of 1 November 2019 shows that I have a credit of R287.42. See Item 20 attached hereto.

As far as I was advised by a Telkom employee I accepted that the FreeMe 10gig Top Up package was cancelled.

If you look at account number ***, I was up to date on 31 July 2019. See Item 1 attached hereto.

I have drawn a summary of all my payments to Telkom since 1 August 2019, a copy of the summary is attached hereto. I also attach a copy of my bank statements from 1 August 2019 till 16 December 2019 hereto.

As far as my calculations show, Telkom owe me R2 487.51. That is excluding all the R202 penalties I was charged because my account was allegedly in arrears.

I attend the Telkom shop in the Whale Coast Mall on the 10th October 2019, when I was advised that I owe R1 404.94. I paid that amount at Checkers in the Whale Coast Mall on the same date. See item 13 attached hereto. On that date, I again discussed the cancellation of the FreeMe 10gig Top Up package and was assured that that account has been closed. I was also advised that my account will be up to date after the payment of the amount of R1 404.94.

On the 23rd November 2019, I had to go back to the Telkom shop in the Whale Coast Mall because my account was apparently again in arrears. I was advised that I had to pay a further R1 203.51 to bring my account up to date. I again paid that amount at Checkers in the Whale Coast Mall on the same date. See item 16 attached hereto.

I was advised that my debit order from my Absa account was active and should be offered on my account by the 5th December 2019. The debit order did not go off and I phoned Telkom on the 5th December 2019 to inquire about the payment of my account by debit order. I was advised by the consultant that I should not worry as the debit order will go off.

To my surprise, an amount of R1 652.85 was deducted on the 13th December 2019 and a further amount of R550.95 was deducted on the 14th December 2019.

Apparently Telkom is trying to debit an FNB account of me that was closed in 2011. My debit order was for the past couple of years was paid from my Absa savings account.

Please help me to sort out this mess and credit the amounts due to me on my correct Telkom account.

Please confirm the cancellation of the FreeMe 10gig Top Up package from August 2019 (debited on account number ***).

Please confirm that account number *** will be credited with the amount in credit on account *** as well as with the amount as per my summary and all the penalty fees for allegedly late payments of my account.

It is now 5 months and the accounts department of Telkom is not able to sort out this mess. How many times will I have to phone 180 or attend personally to a Telkom shop to rectify the problems on my account?