Telkoms Unwillingness to Resolve Customer Queries

For the the past year my husband and i have been having issues with our Telkom Account, In the Beginning of April we received an SMS stating that we owe over R5000-00 on our account and that it was to be deducted in the days to come.

We have never missed payments on our phone bill and naturally we could not understand what was going on, no one ever reached out to say that there was a problem with our contacts or to say that there is money outstanding. After visiting our local store we were advised that "the fault is on Telkoms side and we should not pay the money that was claimed that we owe", Needless to say the problem continued and the amount that we "OWED" Telkom continued to increase, to make matters worse Telkom proceeded to suspend our numbers.

Multiple calls were logged by my Husbands and NONE of them however were resolved, only when we reserved the payments that were deducted from our bank account did someone from Telkom reach out but only to get us to make a payment, the person that made the call to my Husband stated "that the fault was on Telkoms side but unfortunately we would have to pay for the mistake and that they can not actually resolve the issue we were having unless we make arrangements to make payments for the money we owed".

Another representative then informed us that the money we owe Telkom is for "PREVIOUS" devices that we according to your side upgraded 11 Months into our contract or 11 months earlier than we were suppose to, so please explain to me how that is possible when we Opened our contact in October/November of 2017 and upgraded in July of 2019.

We have been querying this matter for the past 10 months and still don't have answers but we are expected to just pay.