Lockdown Policy

Good day.

On the 12th of June 2020 I contacted Telkom Call centre and Tsholofelo Mokhele assisted me. I asked her what Telkoms lockdown policy is in terms of assisting clients who will not be able to pay their accounts (contract) as I am still not back at work . My question was whether telkom will assist me in freezing my debit orders or allow me to pay a fraction of my monthly debit order.

Tsholofelo Mokhele advised me that I need to send her a letter from my work advising that I'm still not back at work. I sent her the letter on the 12th June 2020 and never received feedback from her therefore on the 23rd of June 2020 I sent her an email asking why I haven't received feedback from her, Tsholofelo rep**** to my email on the 24th June 2020 advising that I need to pay 50% of my current bill, Tsholofelo Mokhele gave me two amounts R513 and R374 attached with an account number, My concern is the huge error in providing me with two different amounts, I then mentioned the two different amounts whereby she rep**** advising me that after making a payment debit orders will be cancelled and I will be required to pay the outstanding 50% manually within a period of two months, she advised me that my lines won't be suspended as well due to the amount that will be in arrears. I was not happy with this incompetence and decided to contact telkom again! Violet answered and I had explained to her what happened, she then advised that my case was only opened on the 24th of June 2020, so Tsholofelo Mokhele never opened my case initially!On the 12th of June when I spoke to her!This is unacceptable as Violet gave me hassle saying that Telkom might not be able to assist me as the letter I sent them from my employer is not a recent letter.

I was on a phone call with Violet Matlo for more then an hour as she was awaiting for a response from a superior advising whether telkom will still be able to assist me as the letter I initially sent to Tsholofelo Mokhele is not valid. Violet Matlo kept me on the line for such a prolonged period only to come back and confirm that her manager have still not responded to her. I had to probe so many questions just to get answers. Violet couldn't explain the procedure to me only when I asked her who will be dealing with my case she only then advised that it takes 72 hours for the case to be given to an agent so Violet kept me on the line for so long only to find out she won't even be dealing with my case. As a client of telkom I am frustrated and infuriated knowing that I am not valued as a customer.

I need feedback as soon as possible because you will be held responsible for the money to be paid should this not be resolved.