Wrongfu billing due to *****/theft

The phone (iphone) which was bought from Telkom (The Glen) on contract was stollen on the 30th Sep 2017 in Pretoria. On Tuesday the 3rd we reported it at Telkom (The Glen, where the phone was bought) as we also need to do the sim swap. Little did we know that the ******** were attempting to buy both data and airtime worth R1800 on Sunday the 1st Oct. On the 3rd & 4th of Oct around noon, I have received smses whivh read as follows: 'APPLE Security ALERT!!! Ompha Nemukula Lost/****** iPhone was switched on and its location has been successfully located. To view your iPhone's last location use the link below. http://www.location-review.cf/?=ZA56 Apple Support.' After caputuring the link on computer, I realised that this was a ****. This the promted me to go to the nearest outlet to notify them about the loss and to do the sim swap.

Just when I thought the whole saga was behind me, my son who is the one using the telkom phone no, he receive the message which indicated the amount/balance we owe which is going to be debited on end of Nov. (about R2500). On Monday my son the phone Telkom to verify what that message was all about?

After speaking to both Confidence and Zama, they both mentioned that there was a transactions which were attepted (buying data for 2x 10 GB and airtime at different segments). The airtime and Data were both intended to be transfered to ********** (the number which apparently belong to Micheal Kennth). However, failure to the transaction, the airtime and data was then left on my account (which is the phone used by my son).

We then went to the store, where they also could help, they had to let us phone the accounts department, which can only be accesd telephonically where i spoke to Zama, who was rude and not helpful. My question was why didn'tTelkom cancell the transaction after realising tha the tranaction was not successful? An also if they cant reverse the 20 GB data which is sitting on my phone because we didnt buy it. She told me that she doesnt know why it was not cancelled, but what she knows is that the data cannot be reversed and that i will have to pay the R2500.

I then requested to speak to the store manager who then suprisingly mentioned that even when the phones is capped (one is able to change the limit), which according to her we increased the limit and buy the data and airtime mentioned above. And only after the data was bought, then the tranfere to another phone (the 065 number mentioned above) took place, which in this case failed. So when I asked where else can i go to get help because i am not willing to pay the R2500 for the data that i did not want. My son only use 1 GB a month because we have wifi. At the moment he has accumulated the data from Oct and Nov and also have the 20 GB he doesnt need. He cant use his data (Oct & Nov) before he finishes the 20 GB which he didnt need.

I even pleaded with them to rather soft lock him while they are investigating this matter. The answer was a big NO, i mst just pay and move on. This cant be the way we should be treated.

Then the store manager finally mention that the next thing they can do after failing to get the solution is to ascalate the matter and I will receive the call from the department that the matter was escalated to. The matter was escalated on the 20th Nov and I received the sms which read as follows:'Dear Telkom Customer, you will contacted telephonically within the next 24hours (standard business hourly apply). Your reference number is 842347'. Till to date. I haven received a call from them.

I honestly do not want to be classified as a bad client because of the problem which was not created by me. I just dont want to pay for what i didnt puerchase and not need.

Your help in resolving the matter about will be highly appreciated.