Urgent Billing Dispute and Service Complaint – Request for Resolution

Dear Telkom Customer Service,

I am writing to formally lodge a complaint regarding my SIM data contract and subsequent billing issues that have caused significant financial inconvenience and frustration.

I initially signed up for a SIM data contract in 2022, which ended in 2024. After the contract expired, I was automatically moved to a month-to-month plan. However, Telkom added a top-up feature without my consent, which increased my monthly bill from R209 to R249. I visited the Telkom Cresta store to query this and was informed that the top-up was for additional data charges — a feature I never opted into.

I requested the removal of the top-up, and the assistant confirmed it was removed. Despite this, Telkom failed to debit the correct amount (R209) in May 2025, resulting in my account falling into arrears. I returned to Telkom Cresta on 19 July 2025 and was told Telkom was behind on billing and charging for previous months — without any prior communication via SMS, email, or phone call.

I have since cancelled my month-to-month contract, yet Telkom attempted to debit my account again on the same day I cancelled (19 July 2025), contrary to the agreed debit date (end of the month).

This situation has caused undue stress and financial disruption. I am extremely disappointed with Telkom’s handling of this matter, especially given my history as a loyal customer. I request the following:

Immediate investigation and correction of the billing errors.

Removal of any penalty fees or arrears caused by Telkom’s failure to debit correctly.

Confirmation that my cancellation has been processed and no further debits will be attempted.

If this issue is not resolved promptly, I will escalate the matter to the Consumer Ombudsman and ICASA.

Please acknowledge receipt of this complaint and provide a reference number. I expect a resolution within 14 days, as per your service charter.