Telkom not allocating payments to account

Good day

I am sending this on behave of Mrs AJC Prinsloo, (my mother)

She is a Telkom account holder, but I pay the monthly fees.

Account number - ********** ********** 82011 ( ********** 20001).

We moved house and wanted to cancel the line.

On her latest invoice that she received , Invoice no 803C ********** r, it shows an outstanding amount of R951.50.

I went online and completed the cancellation request.

She struggled to get of anybody to explain the outstanding R951.50, as I pay the account every month via EFT from my bank.

She was told that I did not pay for the months of Oct 2017 up until Feb 2018.

I did pay and have proof from my bank.

I did not change the reference number on my beneficiary and therefore the money was not allocated correctly.

We urgently need somebody from the accounts department to call me or her.

She was told that the only store that can help her is in Hatfield, and she cannot get there.

Telkom did reply on the above previous Hello Peter complaint that I logged, but nothing happened as expected.

My mom received a sms in the month of Aug 2018 again, to say that she owes money.

When is somebody goinf to sort out this ******* on your side?

Cindi