********* and ***********

<p>I took out a Smartplan 100 contract for my domestic worker that has a monthly fee of R159 including sms, minutes and data, which was capped at the outset at R169.00. This cap was in place until my May 2016 invoice which suddenly reflected an additional R349,60 of additional usage. When I contacted Telkom on 5/5/16 to correct this, I was told by the agent, Sithabiso Hlophe that this was an automatic system change to lift usage limits, and that the customer was supposed to contact Telkom to reinstate the limit if required. This is unacceptable and *********. The agent confirmed via email that the usage cap had been reinstated and that amount over the cap would be reversed. At the end of the month, the additional amount was still debited from my account, and the June invoice AGAIN reflected additional usage of R349,60. On 8 June I logged a 2nd call (ref. ********** 4) to raise the non-reversal of the May amount, and to address the reversal of the June amount. 23 June, I received a mail that the 2nd call was closed. I then logged a 3rd call (ref. ********** 1) after speaking to the team leader, Thulile, who said that the last call had been routed to the wrong queue and that I needed to log a new one. She was not able to offer me any reassurance that any different outcome would result, and I await a 2nd debit order of an unauthorised R349,60 going off my account. If Telkom does this to all their customers, which goes without question, can you imagine the additional revenue they will generate through this ********* practice? I would like immediate contact by a Telkom representative to resolve this matter without further delay including: Reversal of May additional usage debit, Reversal of June additional usage charge and confirmation that the usage cap has been reinstated and that this will not happen again.</p>