Telkom poor services

I have been using Telkom for the past 2 years without challenges, I recently upgraded in july and got a new phone, unfortunately after two weeks the airtime was finished and I could not load airtime. I called the customer service and was told that from the 1st of August I will be able to load airtime. On the 1st August my phone was locked. When I call customer care, to my surprise I was told that I owe R22 000, which is the total amount of the device.

Whoever helped me in the store failed to explain that on the contract I have taken I will be unable to load airtime and also the person I spoke with when I called customer care also failed to explain to me that when I opt for a contract that allows me to load airtime I will be liable for the full amount of the device. Information was omitted and now I must suffer because they failed to give me the full information when I upgraded to a new phone.

I am so frustrated because the debit order of R22 000 is going to go through this weekend; I asked what should I do because I have other debit orders hence I opted for contract and not to buy the phone cash. This will negatively affect my credit score as it will reflect that I am a bad payer because other debit orders will not go through.

All they are saying to me now is that my case is being investigated and there is nothing they can do, they can’t even stop the debit order until after the investigation. I am going to experience a setback financially because of their incompetence.

I need help A.S.A.P