At Telkom customers are mere numbers

Good day, My name is 339 167 592 and my spouse is known as 336 722 073. I guess you will recognise us easier by our account numbers, as Telkom demonstrated in the last year that we are only contracts with no rights and without any proper channel for recourse. I know, as revealed by a historical lack of response, that my email will fall yet again on deaf ears. However, I remain the eternal optimist believing the next Telkom employee that reads my mail will realise the importance of holding on to existing customers. This horror story that I am going to share with you starts exactly 12 months ago, to the day. I have been a contractholder with Telkom for the good part of 5 years. My spouse has been with Telkom at least 12 years. We have a landline ADSL account under my spouse' name. I personally have three contracts: 1. *** (personal phone) 2. *** (mediapad) 3. *** (personal phone - spouse) and then, our landline ADSL: 1. ***

This email contains various complaints. I will take it one at a time to separate the issues.

COMPLAINT 1 - LANDLINE ADSL In the last year, we have had numerous problems with our internet at home. Our main grumble nonetheless as follows: In September 2022, our neighbour across the road had a tree that fell over and with it, it took the line down that was attached to the pole. This uprooted the pole across the road and the pole that is next to our driveway. The OneServe technician came and did a temporary fix because I need the internet as I work from home. He reported that the poles and a new mainline must be replaced. This was already done on the 13th of September. Today's date is 30th November 2022. Nothing has been done. Our internet is down yet again (ref no. 76BNR301122) We pay our account on time, every month for 12 years and this is the service we receive? Thank you Telkom for treating us unjust and showing us that we are mere numbers.

COMPLAINT 2 - MEDIAPAD ORDER I placed the order (contract renewal) on 30th November 2021. After 5 months of constant calls, 43 emails, running up and down to your stores (both Shelly Centre and Oribi Plaza) I received the madiapad in April 2022. For the WHOLE PERIOD, I paid for an instrument I didn't even have in hand to use. Thank you Telkom for treating us unjust and demonstrating we are mere numbers.

COMPLAINT 3 - LINES DISCONNECTED WITH NO REASON. We make use of two banks to pay our Telkom accounts. FNB for the landline ADSL, and Standard Bank for the 3 instruments on contract. The FNB debit order has a maximum of R600 while the Standard Bank debit doesn't have a cap. Whenever the amount owed exceeds R600, I pay the difference via EasyPAy at Pick n Pay. In September, I presented the bills to the cashier at Pick n Pay and she took the R149.00 owed. This transaction went through. When I received the new Telkom Invoice (Landline ADSL) I saw that the amount was not deducted. I phoned Telkom (10210) and reported this. In November (after constant calls and emails sending the proof of payment) I received an email from one Jacqui Fourie. She informed me that the funds were allocated to my contract account (339 167 592) and not on the landline ADSL (336 722 073). I explained that a mistake was made and that those funds should be allocated to our landline ADSL. She transferred the funds but NEVER told me it will lead to a disconnection of my contract instruments. I have a contract and landline ADSL for R1600 per month which is paid ON TIME, EVERY MONTH, but Telkom thought it good to disconnect our contract instruments for a mere R149.00 I have paid for the mediapad for 5 months without even having it. We have paid our accounts for 12 years, EVERY MONTH ON TIME. We have been waiting for a proper and permanent Internet connection for more than 60 days and yet still, Telkom has NO SHAME to disconnect our intruments for a mere R149.00 through a mistake that was not even ours.

If this unfortunate episode leads to a negative impression on my credit report, I will, without hesitation, instruct my lawyer to litigate this matter.

I will also, never ever again renew a contract with Telkom. I am also researching Fibre options to distance myself and my family from any service (or lack thereof) provided by Telkom.

I have no faith that this email will rectify any of my complaints. At least I will have a paper trail of the very bad service I have received.

Disappointed Yours Eduard Smith