Telkom - unauthorised debit orders

I noticed an unauthorised debit order by Telkom from my bank app on the 14 July 2023. On the 15 July 2023 I reported a ***** at Telkom Cape Gate office (lower ground) and I submitted an affidavit and a copy of my ID as requested. A week later I went back to check the progress of their investigation and I was told that they are still investigating, and they normally take about a month. In the meantime, a debit order of R1 688.00 went through my bank account on 31 July 2023 and I reversed it immediately with a bank charge of R5.00. I went back to their Cape Gate office, and I was told again that they are still investigating the case. On the 2 August 2023 I received a new reference number via sms that my query will be attended to and on the 4 August 2023, I received another sms with a new reference number that case was resolved. I went back to Telkom Cape Gate to ascertain the meaning of the sms 'resolved' and I was told that the case is closed because they did not receive the documents that I submitted on the 15 July 2023. I resubmitted the documents (an affidavit, ID and proof of address) on the 9 August 2023 via email and on the 10 August 2023, I went back to check if they received the documents, and the supervisor told me that the case was handed over to the manager and I should wait for another reference number (the fourth one). I again went back to Telkom Cape Gate on the 12 August 2023 as I did not receive the new reference number to check if the documents were submitted to the ***** department and I was again told that the documents were submitted. On the 15 August 2023 a second debit order of R4 148.63 went through my bank account and I reversed it gain with a fee of R5.00. Today, 16 August 2023, there is no update from Telkom.

I am very disappointed to learn that Telkom did not receive the documents that I already submitted them on the 15 July 2023 as I am expecting a resolution on this case. Furthermore, there is no update of the progress on the case instead every time I go back there is no feedback. The supervisor told me that there is nothing that they can do because they do not deal with ***** cases. Their role is to forward the documents to the relevant depart and I am the one who should make follow ups. I went to their offices 6 times to make follow ups but still there is no feedback on their investigation.

Please assist.

Regards Pamella Ndlebe ***