TELKOM !!!!!!! Urgent Billing Dispute & Request for Immediate Cancellation Correction

I am writing to formally dispute the ongoing debit order charges on my account and to demand an urgent and immediate correction. On 03/07/2025, I visited the Telkom Store at Gateway to cancel my Telkom contract(s). I was assisted by Xolile Ntombela, who confirmed that both cancellations were successfully completed on that day. Despite this confirmation, my bank statements show that I have continued to be debited R174 every month since 03/07/2025. This ongoing billing is unacceptable and clearly indicates that the cancellation was not actioned. When I contacted your customer care line, I was incorrectly informed that cancellations cannot be handled telephonically and that I needed to return to a store. I then revisited the Gateway store, where Nolwazi Ntshanase assisted me professionally. She advised that the number *** was not cancelled because the SIM had been blocked a year prior — a detail the original consultant failed to verify. This contract comprised 2 devices and 2 SIM cards at R379 per month, yet the cancellation was mishandled. On 27/01/2026, during my attempt to log a dispute through customer care, I was assisted by Banele Dlamini, who stated, “You need to go back to the store and ask the consultant why they did not cancel it.” This response is both unreasonable and unprofessional. I then insisted that the dispute be logged, as I am fully aware of my rights as a consumer, and I work for one of the largest networks in South Africa. It is not my responsibility to chase after your staff to understand why your internal processes failed. Given that the cancellation was processed on 03/07/2025, the continued billing is unjustifiable and in direct violation of the instructions I provided. I am therefore demanding the following:

A full refund of all incorrect debit order amounts deducted from 03/07/2025 to date. A formal investigation into the failure to process the cancellation, despite clear confirmation from the consultant at the time.

These unauthorized debits have caused unnecessary financial inconvenience, and I expect this matter to be handled with immediate urgency.

J.Naidoo Contact Number : *** Email Address : ***