Account suspended due to apparent none payment and old mobile account pops up on ITC report

Telkom you don't even deserve a one star rating!

First Issue: Home Lite Fibre Package

I upgraded my Telkom Fibre 10mbps line to a Home lite 20mbps line in January. The whole process of doing so was fairly simply and easy. The Home lite package costs a total of R699pm. Come February, I get an account for R999pm. I phoned telkom to ask why R999pm instead of R699 and I was told that I was placed on the Home Unlimete Package instead of the Home Lite Package. The fault was due to a processing error by a Telkom consultant.

Since February I have struggled to get this resolved. Every month I pay my R699 like I'm supposed to, but then my line gets suspended for none payment. Trying to speak to the billing to get the dispute resolved, they say I should phone the sales department as this their error. When I speak to them they say its a billing issue and I should resolved the dispute through them. Every time when I phone I get to a dead end with a department. The latest I heard from a billing agent was to pay the account in full (which is R2600 outstanding by now), clear the account of disputes and then raise a new dispute to get your money back?

Telkom I never wanted the R999 package in the first place (verified by the voice recording when I ordered the package), so why must I pay for a service when I never wanted it?

The answer to all the above is pure incompetence from their staff, policies and procedures, interdepartmental communication and lack of client services. Policies and procedures urgently have to be change to resolve such issues easily and without frustration to the client

Second Issue: Telkom Mobile Data

I've been on a Telkom Mobile Data 5gb + 5gb package from 2016 -2018. I bought a house where fibre was already installed and decided to get a 10mbps fibre line from Telkom. I then decided to cancel the Mobile Data package as it was no longer required since we have uncapped fibre now.

I followed the correct procedure to have the Mobile package cancelled. Three to four months down the line I get an invoice and telephone call from Telkom saying my account is suspended due to none payment. The router from the data package was unplugged and packed into a cupboard, so never really checked if the service was still working or not as we had uncapped fibre now and we were using that.

I submitted the documentation, emails and reference numbers from telephone calls to Telkom to clear this account and have it resolved. Again this entailed numerous phone calls. Later on I stopped receiving any invoices from Telkom and I thought that the end and the issue is probably resolved.

About six months on, I started receiving calls from debt collecting agencies saying my Telkom account has been handed over for collection. My word was I furious. Since 2017 have I been receiving phone calls from NuDebt, Ngwenya attorneys and Hahn attorneys. Every time I submit my documetation, emails and telephone reference numbers that this account has been cancelled. The response from these companies is that the account will be handed back to Telkom for correction.

Since 2017 this account has never affected my ITC, and guess what? All of a sudden come March 2020, this Telkom Mobile account pops up on my Experian ITC affecting my credit score.

The dissatisfaction I have with Telkom at the moment is beyond comprehension. I'm at the point of canceling everything with them and that will be it for Telkom for me. I will never use your service again, nor would I refer a friend.

P.S my mom wanted fibre for her house and I said stay far far away from Telkom!