Telkom's failure keep their word

My name is Mmathapelo Ellen Peteke. In 2016, I took a Cellphone contract with Telkom and stopped paying because they debited more than they were supposed to. In 2020 I think, Telkom handed me over to Alpha Collection, after I made arrangements with them at one of the stores. I went to the store to find out what was happening and the consultant confirmed that I was handed to Alpha Collection.

I paid the suggested amount of R300 per month to Alpha Collection as per arrangement. Around July or August 2021, I requested a paid up letter from Alpha Collection, because they were harrasing me. They did send the settlement amount and I paid the amount and sent proof of payment. I also requested to send me proof that I paid the amount in full as they requested, which they never did.

Last year around November, I did a financial check, and realized that I am still listed as owing Telkom. I called Alpha Collection to enquire why they, together with Telkom, has not removed my name as one of those who owe them. I spoke to a gentleman by the name of Khwezi Nyathi and he informed me that Alpha Collection no longer exists and he was only an employee.

I went to a Telkom store to explain my situation and after so many back and forth phone calls between the consultant and whoever handle queries at Telkom, I was requested to send the proof that I made payment to Alpha Collection, which I did and she sent an email to log a ticket for me. I was told that within 72 hours, I will receive an sms, and I will need to settle the balance between the amount I paid and what the system is showing.

I have been waiting for the sms and it never came. I called Telkom customer care and explained my situation to them, narrating the story from the start. The gentleman who was helping me, after a long discussion, he also told me I will have to cover the balance between the two amounts and they will send an sms with 72 hours, outlining the amount I should pay to them, which I never received.

I kept calling Telkom and every time I talk to a different consultant, they all inform me that my query was closed, but no action towards me. They keep requesting me to send proof of payment, which I keep sending, but no help from them.

Today I called again and the consultant told me there is nothing they can do, as Alpha Collection didn't send them updates, they don't have them on their system. I find this very unfair, to be told that there is nothing they can do. I never knew Alpha Collection until they handed me to them. It shouldn't be my problem that Alpha Collection disappeared with their money. Why did they promise to send the sms with the amount to pay if they were going to change their story?

I need Telkom to credit the amount I paid to Alpha Collection and send me the balance, so I can pay them and have my name cleared. Thanks