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tegan.rowe tegan.rowe

1 reviews | Active since Aug 2016

07 Aug 2018, 15:27

Absolutely shocking service from Telkom is driving me mad

I signed up online at the end of May 2018 for uncapped Fibre for my new place which I hadn't moved into yet. By mistake I gave them the incorrect house number. When they called to install the fibre I told them that I had given them the incorrect house number and I was told to contact the call centre to rectify the mistake. When I called in I was told that they would cancel this request and I would have to submit another request online which I did. I called again in the next few days to check that my old order was cancelled as promised and that my new one was on the system only to be told that I now had two concurrent orders running. Why was my first order not cancelled as promised? It was a simple error on my part that could have been easily rectified. I had the fibre installed and called again numerous times only to be told each time that the second order had been cancelled. I stupidly trusted them and now a month and a half later I still have not received a bill. I can't even log onto my Telkom email to check for it as I now have two usernames and two passwords that both don't work. No surprise here! When I called this week I was told that the bill is being posted to the incorrect house number which numerous times I have told them was WRONG and should have been cancelled long ago. I then asked for the bill to please be emailed to me. When I received it I was being billed for two lines so NOT ONE of the many agents I had spoken to previously had cancelled the other order. How is it possible that every staff member at Telkom is so useless and ***********? This week I once again asked for the order to be cancelled only to call the next day to be put through to various departments and be told once again that it wasn't cancelled and they cannot issue me with a revised invoice I have to wait for the next invoice in August. Meanwhile I have received multiple smses telling me that my bill is outstanding. Each sms has two different amounts that are far too high and they differ to the invoice. I would never have taken out this contract if I knew how little you cared about your customers. I am now at the point where my fibre is going to be cut off but I refuse to pay a bill that it too high and incorrect. I have run out of options as every time I call in I am given false hope. Working in a client servicing role myself I am absolutely appalled by this service and lack thereof. I am now stuck in this mess and feel as if I can never get out!! I am begging you Telkom to please sort out this absolute mess

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Replies (1)
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tegan.rowe tegan.rowe's update14 Aug 2018, 12:40
Reviewer Update
Hi Bradley I paid an amount of R598.98 on 8 August 2018 to avoid suspension. This was what I was told to pay by the call centre after they had fixed the mess and it sounded right as my package is about R600 a month. the case number for the cancellation is ********** 9. I received my bill this month and they are still charging me for two TIN's which is ridiculous. When will this be amended and the second line cancelled? I am not paying the R939.62 as this is far too high. When will this mess be sorted out??