Telkom needs to fix this default status and return the money they owe me.

I cancelled my Telkom Contract on 24 November 2016 and it was confirmed that the cancellation will be processed, to my surprise Telkom continued to bill my account even though I had cancelled the contract. The full story is below:

I then went to Telkom at Mall of Africa to query this with one of the consultants who re-sent an email to the Retention Escalations Department concerning my case (Case No. ***1) on 24 Sep 2017. Email read as follows:

"Good day Please assist customer requested cancellations on 2016/11/24 but the contract was never cancelled till today and customer is being billed and request refund for all those months he was being billed and wants contract to be cancelled case number ***1 which was logged for 1st attempt of cancellation for service number *** Regards Thabiso"

I did another follow up on this account and my refund as I had not received it as yet on 27 Dec 2017 as per below email:

"Good day I had previously queried incorrect billing on my account for 6 months during this year, 1 of your consultants from Mall of Africa sent through an email concerning this query. My money has still not been refunded as of today. Can you kindly assist in informing on when this money will be refunded back to my account. The incorrect debit orders occurred from March up until August 2017. An amount of R99.00 was being debited incorrectly which therefore means a total of R594.00 is being owed to me by Telkom."

I then received a confirmation this account was indeed cancelled yet the incorrect money I was billed has not been returned, see response email below:

"Retentions - Cancellations TM <***> Good day Hope this mail finds you well Kindly be advised that the number *** has already been cancelled Regards Precious Mnguni Mobile Cons Retentions For more info:081 180"

Till today, the year is 2020, the account is still showing as a default under my name and that is affecting my credit score. Telkom needs to fix this default status and return the money they owe me.

Regards