Bad Customer Service

Good day.

To whom it may concern, My name is Vanessa Jean Mazunda and I reached out to your Telkom complaints team because of being over charged for having a contract with Telkom.

Unfortunately, I am writing to express my dissatisfaction with level of customer service that I have received.

The past couple of months I have been over charged for services I am not even aware.

The issue started back in December 2023 when I upgraded my contact for an agreed fixed amount of R199 per month as per the advise I got from the Agent that was assisting me with the upgrade and said clearly that I will not be charged extra. Hense I agreed to the offer.

How it is possible that I went from paying R708 to paying a ridiculous amount of 1000 to 2800!?

I contacted the billing team on the 10 September 2024. I spoke to a very unhelpful lady called Thato Mazibuko who sounded really bored and irritated with me who kept on sighing through the call and disconnected the line, after putting me on hold for a good 10-15 mins with no resolution. I would also like to escalate her dibilitating and appalling customer service. I would like the call to be listed to as well as the one with the agent I accepted the upgrade of the contract - router back in December 2024.

Apprantly your Telkom has heard an issue with their payment system and has been billing me and other customers incorrectly and hasn't bothered to notify their customer but instead kept on over billing me. Meaning that there are still customers out there you have been over charged and they are not even aware of it. Isn't funny that you have the ability to send payment notifications to customers but failed to send communication when there was a billing issue.

I have attached the email that was sent to me by the Agent that was unhelpful and the latest text message from yourselves regarding a payment of ‪5719.44‬R which I am not aware how to got to that amount of money 😩 I am now requesting that you take prompt and effective action to remedy these issues. To resolve this issue, I would like a full refund of the money that has been over charged refunded back to my bank account for the past couple of months and for any arrears removed as I will not be responsible for that, when the billing issue was on your end.

I look forward to resolving this matter amicably. If you would like to discuss this matter further, you may contact me at ‪***‬ ***. If I do not hear from you by end of this week I will take further action, before I start seeking help from a consumer protection agency for an investigation may this issue be resolved promptly.

Please note that behaviors that fail to meet your customer's needs and expectations or further exacerbate their problems and this has caused me financial stress and I would require compensation for this.

Now my account has been handed over to collections and my services have been disconnected. And apparently they will be processing a refund and there is no date for when the refund will reach my account and no one from Telkom knows this informatuon. This Is nothing but a **** company.

The communication from myself and Telkom

Sent from my Huawei phone

-------- Original message -------- From: "Thato Mazibuko (T)" <***> Date: Tue, 10 Sep 2024, 08:38 To: *** Subject: Telkom Moblle Good day

I hope this email finds you well.

Kindly note that we sincerely apologies for the inconvenience of the incorrect billing on your Telkom invoice, also note that we are aware of the problems and we will be processing the refund ASAP. Estimated amount to be refunded for the past 3 months is R3819.70

Telkom Complain Email Address ***

Kind Regards, Thato Mazibuko

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