Bad Service

How is this even right? My Fiancé calls Telkom to notify them that he was dismissed unfairly and currently going through a case with the company. All Telkom could say was he must make payment. Now how must someone make payment if they are NOT WORKING. YOUR staff are pathetic and need to get training. Please sort this mess out. I would like to know how payment must be made if you are jobless and in a pandemic.