AVOID TELKOM MOBILE - ********** AND DO NOT UNDERSTAND CUSTOMER SERVICE

Telkom Mobile are the biggest bunch of ******* ***** and an *********** service provider. They have committed ***** on my account and some three years later I am still trying to resolve despite numerous cases opened with no result. Cases are summarily closed by Telkom yet the problem persists. They are unable to show me proof of the double approval for the ********** Added Value Services which were deducted off our bank account. Conacelling contrcats where the ********** charges were deducted did not put an end to them being levied, depsite being instructed by Telkom to do so. Eventually we managed to stop the charges but the ********** charges have not been refunded, although there was a minor refund made in September 2021 yet ********** charges were deducted again until November 2021.

Despite the debit order which is on the account, Telkom stopped deducting amounts off the account and with no communication from them other than a bizarre SMS received on 3 February 2022, quoting a customer reference number which does not reflect on any statements invoices or document from Telkom, as well as no contact number to query the message, we were told that the account was to be suspended and handed over for collection.

A visit to Telkom store Forest Hill on Friday 4 February 2022 when I discovered tht our services had been blocked, resulted in my being told to make a payment into the Telkm ABSA Bank account. This was done via EFT of ABSA to ABSA and proof of payment made, sent to the Store Floor Manager, who had advised that the services would be restored within an hour to amx 3 hours. The proof of paymemt was further emailed on Saturday 5 February 2022 to a call centre agent wh then told me that it takes 48 workng hours to reconnect the service. The whole weekend passed with no service.

Monday 7 February saw no service and Telkom call centre agents could not help,, promises being made to call me back on an alternative number. No calls received.

On the morning of Tuesday 8 February 2022, calls made sere eventually answered and I was told that the funds paid n the 4th February, reflected in the Telkom Account on Monday. No reason or explanation given as to why the services were not restored and while talking to the agent, she claimed that she sent an email to her manager escalating the problem for immediate restoration of the services.

Numerous additional calls over the morning were made with call centre agents concocting stories as to why the service was not restored. In the afternoon I spoke to an agent who advised that the reason for the account remaining blocked was that there was suddenly an additional amount which was due. She advised me that should I pay this via the Telkom portal, the services would be restored within 30 minutes to an hour. She guided me through the process of payment and awhile on line wit her she confirmed that the payment had been received and reflected on the system.

An hour later, the service remained inoperable. Another call then resulted in me being advised that the norm for service reinstatement was 5 to 24 hours.

at 07h5 on Wednesday 9 February 2022 another call was made to establish why now some 16 hours later why the service was still suspended resulted in a screaming match with an agent who said I owed them the amount I had paid the previous day. When trying to explain that this payment had been made, I was advised that it did not reflect on the system. The call was terminated due to complete incompetence and lack of listening by the call centre agent. A new call was made at 12h02 and once again I was subjected to ridicule and advised that no payment reflcts and that I had to make payment again, despite the amount having been picked up the previous day and it having been deducted from my bank account. Once again, zero help and abuse by the agent saying I had to wait for the lines to be cleared once the payment reflects on the system. A further call wa made at 12h09 where once again I tried to establish the reason for the continued suspension of the account. This time the new story was that Billing has to create an order to the value of the payment then close the order to allow services to be restored. Despite the agent saying she would contact me, some three hours later, services were yet to be restored.

When calling the 081180number the joke is that the message says services suspended and are quickly restored by making payment via the Telkom Portal. Guess what? Another lie. Next call centre agent advises that some 3=23 hours after payment was made, it reflects but has not been cleared and I need to send through proof of payment, why? Promises for team leaders to call and assist come to naught. There is no hope for a country where such incompetence exists.

Unfortunatley they have the power to mess ci=ustomers around with absolute impunity.