BAD BAD BAD BAD SERVICE: TELKOM !!!!!!!!!!

Hello

I have in a struggle with Telkom for quiet sometime now. I must say I have never experienced such bad service my entire life. Telkom does nothing but abuse its clients and rips them off financially.

I took out a contract with Telkom, never used their sim card as I only wanted the phone. It was an iPhone 6 which i was happy with, everything was fine until i had issues with my bank account. last year November I had to change my account details and i phoned Telkom to update my new banking details as they were suppose to debit my account on the 20th of each month.

To cut the long story short..they never debited my account till today( I will paste all communication with them below).....I am typing this email now and I am calling their customer care number which they never answer. The 180 NUMBER does not exist PEOPLE!!!!....... Telkom debited my account today after 5 months of not debiting anything and they left my account on a minus( meaning i will now be charged for the unpaid debited order)

Who gave them the permission to debit on the 13th of April...I DONT KNOW!!!

So after being a client who pays on time ect. I now owe telkom an amount close to R 4000 because they failed to update my new banking details.

I spoke to a lot of people!! requested to speak to a team leader a lot of times but all the team leaders are always on leave!!!.....How nice!! Finally a team leader by the name of Charmaine Ma***o email address: ********** decided to respond to my email to say that I am still liable for all the payments.

I was debited today by a company named nu.debit contact number 0 ********** 28 acting on behald of Telkom. I know this because i just spoke to a consultant by the name of Nothando Mtshali from the Durban branch ( ref number is her name and todays date) and she actullay advised me that my account is with collections.

I am scared because I was never in trouble with any service provider. I never owed anyone anything as I always try to keep my name clean. Now telkom could or might just throw my name on credit bureau JUST LIKE THAT!!!

I am not at fault and I really need help!!!!! Below is communications between myself and telkom.

From: Gaxela, Xolisa: Absa Sent: 06 March 2018 11:24 AM To: ********** ********** Cc: ********** ********** Subject: Bad Service!!

Good day

I am writing this email to highlight my dissatisfaction at the below par service your company has been providing me of late.

I received the attached Statement for my account for the billing period of January with an absurd balance of R 2669.80.

This is concerning as I do not know how you got to this amount. I have been having a problem with the service I have been receiving from your company which has ranged from frustrating to downright comical for a company as advanced as yours.

On the 3rd of November I called in to change my banking details , I spoke to Sibulele who advised me that this would be done and I was given a reference number (03/11/2017)

However when the debit date for November and December passed without money being taken this raised a grave concern and I contacted your offices again in January 2018. I spoke to Naledi who was less than helpful and rudely hung up on me without giving me a reference number. I called back the same day and spoke to Dineo who advised the error was with the technical department and was advised that this would be fixed. I then requested to speak to a Team Leader to an assurance on this I was told the team leader was not available and my contact details were taken with a promise that I would be called back. I still have not received that call.

I am distressed at what you present as my due amount as you have not debited for 4 months. My monthly installment is R 349 and basic arithmetic tells me that it cannot be R 2669.80.

I have to pay with my peace of mind due to your incompetence and lack of due diligence.

I would like you to please fix the mess that you have created by

• Doing a reconciliation on my account and giving me my proper balance. • Rectifying this account by restructuring it Following up with the staff members mentioned in this email. • Correct updating of my information at the credit bureau so as to make sure my account is not flagged as in arrears.

This whole episode has been an utmost unpleasant experience and a huge inconvenience on my part. I want this resolved NOW!

Thanks

Xolisa Gaxela ********** 174

From: Gaxela, Xolisa: Absa Sent: 08 March 2018 12:20 PM To: ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** Subject: FW: Bad Service!!

Hi

Ma***o I still haven’t received response.

Can someone help me please!!! I just received another invoice. This needs to be fixed ASAP!!

Xolisa

From: Gaxela, Xolisa: Absa Sent: 09 March 2018 08:26 AM To: ********** ********** Cc: ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** Subject: FW: Bad Service!!

Good day

Kindly see below emails I have sent to Telkom for bad service and non-corporation.

I ask for help in this regard and hope this will be resolved.

Thanking you in advance.

Xolisa ********** 174

From: Gaxela, Xolisa: Absa Sent: 13 March 2018 03:09 PM To: ********** Cc: ********** ********** Subject: FW: Bad Service!!

CAN SOMEONE PLEASE CALL ME!

From: Gaxela, Xolisa: Absa ********** Sent: 26 March 2018 02:16 PM To: Charmaine Ma***o (C) Subject: FW: Bad Service!!

Charmaine

Thank you for FINALLY responding. For a while there I didn’t think you were of existence.

I am not sure how this sim card was active as I do not remember activating or using the card. I have been using my Vodacom Sim card since I got the phone.

Therefore I am requesting the following:

• Itemized billing from when the contract commenced. • When was the line/ Cellphone number activated • When was the CLIP activated as I don’t remember calling to activate it • Call recordings from ********** as that was the number I was using to make the calls

I am requesting for the above information as your invoice starts in October, a month before I called to change my banking details.

Charmain I did call to change banking details for my debit order and I was NEVER advised the billing would be active the following month as you put it instead I was told there was an error on your side then I was promised it would be FIXED!! ( refer to my initial email )

I cannot be reliable for the amount charged for the rejected debit orders. Till this day your systems have not been updated and you’re still not debiting my new account. ( who’s fault or problem is that?)

I suggest you call me or give me your managers contact details so that I can raise my concerns with him/her as I doubt you understand my frustrations hence it took you a month to respond.

Charmaine: I appreciate you finally responding but I ask you to really look and this matter and do the right thing.

I have attached another Invoice I received this morning. You guys are still not debiting my account and I must be reliable for all these charges???

The bill is highly increasing so the sooner you resolve this problem the better.

I still want the following to be done:

• Doing a reconciliation on my account and giving me my proper balance. • Rectifying this account by restructuring it Following up with the staff members mentioned in this email. • Correct updating of my information at the credit bureau so as to make sure my account is not flagged as in arrears.

Regards,

Xolisa

A MOTH LATER SHE RESPONDS!!!! ( MY GOD I NEVER USED THIS SIM CARD) APPARENTLY I OWE R 3200 ( FOR WHAT I DONT )

From: Charmaine Ma***o (C) ********** Sent: 30 March 2018 01:29 PM To: Gaxela, Xolisa: Absa ********** Subject: RE: Bad Service!!

Good day Xolisa,

Apologies for the delayed response as per the auto response I was out of office.

I managed to view your account and I see the why your invoice is high and these are the reason why. • Debit order rejection fee • Additional usage charges ( SMS, Data usage , USSD Usage )

Your contract comes with the below resources only for the total of R349.00 • 75MB Included All Networks Data • 10 GB Wi-Fi Data Unlimited Speed • 50 Minute All-net Voice

In Addition to the above mentioned resources Telkom Mobile provides all our contract customer with a billable Value added service (VAS) called spend limit which is R500 by default but customers can adjust it to any amount they want to and customer are only billed for the amount used from this R500 spend limit however if you do not use it we do not charge you. In your case the additional usage which is over and above your contract resources are being billed from that R500 spend limit.

On your invoices it show that your are sending SMS which is not a resource of your contract On another invoice is shows that you used USSD services which is also not part of your contract Then again it show that after your 75Mb Included All Networks Data had depleted you proceeded to surf the internet and it took from this R500 spend limit. Which is out of bundle in which you activated on 06-10-2017 at 13:13:44 PM hence the data usages only started to show on the Novembers invoices as October usage.

I have attached your invoices so that you can see the additional charges am referring to.

In regards to the debit order rejection fee, if you contact us and request that we change your billing information the it will take effect the following month hence you were debited on the account that you had changed, you needed to make a manual payment.

Ever every time your data get used up we do send you a SMS notification to notify you that your data has been depleted and you are surfing out of bundle.

Currently your account is suspended with a balance due of R 2,817.86, kindly do make the payment to get your services restored and we will help you deactivate out of bundles usage and adjust your spend limit to avoid bill shock.

Regards Charmaine Ma***o

I RESPONDED TO HER EMAIL AND TILL DATE I HAVEN'T RECEIVED RESPONSE

Charmaine

Thank you for FINALLY responding. For a while there I didn’t think you were of existence.

I am not sure how this sim card was active as I do not remember activating or using the card. I have been using my Vodacom Sim card since I got the phone.

Therefore I am requesting the following:

• Itemized billing from when the contract commenced. • When was the line/ Cellphone number activated • When was the CLIP activated as I don’t remember calling to activate it • Call recordings from ********** as that was the number I was using to make the calls

I am requesting for the above information as your invoice starts in October, a month before I called to change my banking details.

Charmain I did call to change banking details for my debit order and I was NEVER advised the billing would be active the following month as you put it instead I was told there was an error on your side then I was promised it would be FIXED!! ( refer to my initial email )

I cannot be reliable for the amount charged for the rejected debit orders. Till this day your systems have not been updated and you’re still not debiting my new account. ( who’s fault or problem is that?)

I suggest you call me or give me your managers contact details so that I can raise my concerns with him/her as I doubt you understand my frustrations hence it took you a month to respond.

Charmaine: I appreciate you finally responding but I ask you to really look and this matter and do the right thing.

I have attached another Invoice I received this morning. You guys are still not debiting my account and I must be reliable for all these charges???

The bill is highly increasing so the sooner you resolve this problem the better.

I still want the following to be done:

• Doing a reconciliation on my account and giving me my proper balance. • Rectifying this account by restructuring it Following up with the staff members mentioned in this email. • Correct updating of my information at the credit bureau so as to make sure my account is not flagged as in arrears.

Regards,

Xolisa

I was still waiting for a reply and to my shock I got a debit order notification today. My account is not on a minus... OWING!! THATS NOT GOOD FOR MY CREDIT PROFILE!!!

I AM STRESSED!! CAN SOMEONE PLEASE HELP ME!!!!

My email address: ********** or **********