Unjustified Account Suspension and Poor Customer Service

I am writing to express my deep frustration and disappointment with the level of service I have received from Telkom.

Despite my account being successfully debited on 21 July, my line was inexplicably suspended on 24 July. When I contacted your call centre for assistance, I was helped by Sanelisiwe Khumalo, who acknowledged that the payment had been received but was unable to resolve the issue. I was told that the matter would take 7 to 10 working days to be investigated by the collections team — even though this was clearly an error on Telkom’s part.

This delay is unacceptable. My business is directly affected by the suspension of this service, and I am losing sales each day the issue remains unresolved. Yet, Telkom appears indifferent to the impact this is having.

I find it highly concerning that a company of your size can suspend a paid-up account without recourse and then offer no immediate support or accountability for the disruption caused. This reflects a serious failure in customer service and internal processes.

I expect this matter to be escalated and resolved immediately. I also urge Telkom to review how such situations are handled in the future, especially when the fault lies within your own systems.