A Shocking Lack of Accountability from Telkom and The National Consumer Commission (NCC)

As a long-standing and loyal Telkom customer, I am appalled and deeply disappointed by the way both Telkom and The National Consumer Commission (NCC) have treated me throughout this ordeal. Despite my consistent payments over the years and my reasonable expectations for basic competence and respect, I have been met with negligence, indifference, and outright abuse of power.

The nightmare began in October 2024 when I called Telkom to change my debit order date from the 5th to the 15th of every month. The Telkom consultant, friendly and professional at the time, assured me the change would be implemented immediately, with my next debit order scheduled for November 15th. Trusting this, I considered the matter resolved. Lucky for me, I recorded the conversation on my cellphone!

However, on November 5th, Telkom attempted to debit my account prematurely, resulting in a failed transaction, bank penalty fees, and a tarnished credit record—all because of their mistake. This was an infuriating breach of trust.

I took immediate action, recording the initial conversation with Telkom and submitting all evidence to the NCC on November 11, 2024. (NCC - National Consumer Commission *** Mr. Halbo De Beer Dn: *** CRM_***). Despite presenting a watertight case with supporting documents and recordings, Telkom and the NCC have both failed to resolve my issue adequately.

- On November 12th, Sibulele Mgcokoca from Telkom’s Executive Customer Relations contacted me. I made the November payment via EFT and provided proof, believing the matter was finally resolved. Yet, Telkom continued its incompetence. - On December 4th, I received an alarming SMS from Telkom and immediately emailed Ms. Mgcokoca for clarification. She never responded. - On December 5th, I was issued a statement demanding payment for a penalty fee caused by Telkom’s own negligence. Again, no response or apology followed.

Telkom has now suspended my account, absurdly claiming I am in arrears—despite my adherence to all agreements and their consistent failure to follow through on their commitments.

To add insult to injury, the NCC, the very institution tasked with protecting consumers like me, has dragged its feet and demonstrated a half-hearted approach to resolving my serious complaint. I expected support, but instead, I feel ignored and powerless against Telkom's autocratic abuse.

My Demands: 1. Telkom must immediately reinstate my account without penalty or further disruption. 2. The unjustified penalty fees must be removed from my account. 3. I demand a formal, written apology from Telkom for their incompetence, negligence, and disregard for my time and mental well-being. 4. The NCC must address this case with urgency and hold Telkom accountable for its actions.

This situation has caused me immense stress and wasted countless hours of my time. The indifference displayed by both Telkom and the NCC is unacceptable. As consumers, we deserve better than this blatant disregard for our rights and well-being.

I will not remain silent in the face of such incompetence and unfair treatment. Telkom and the NCC must step up and do what is right, or they will continue to lose the trust and respect of those they claim to serve.