BAD SERVICE AND MALICIOUS BUSINESS PRACTICE FROM TELKOM AND STAFF

I AM STILL WAITING ON TEKOM TO ASSIST ME ON THE BELOW, THE SERVICE HAS BEEN ATROCIOUS.

HOW CAN SOMEONE INCREASE MY LIMIT TO 10K AND THAT NOT RAISE ANY CONCERNS

From: Damane, Sive Sent: Wednesday, May 15, 2024 11:34 AM To: *** Cc: Caroline Nkuna (C) <***>; Winifred Motsele (W) <***>; *** Subject: FW: Case: ***7 -Case ***0 - [External Email]

From: Damane, Sive Sent: Wednesday, May 15, 2024 9:41 AM To: *** Cc: Caroline Nkuna (C) <***> Subject: FW: Case: ***7 -Case ***0 - [External Email]

Good day Sir/Madam,

I am writing this email to complain about the poor service I have been receiving from Telkom ever since I learned that ***** was committed on my contract number *** and this was reported immediately when a debit order of R10 375 was taken from my bank account.

On the 27th March 2024 a debit was taken from my account. I rushed to Telkom Cresta on the 27/03/2024 to find out what it was for as I have never in the history of my relationship with Telkom had a bill this high. The lady who assisted checked and advised that I had increased limits on my account. I then advised I had never increased any limits and that my cell phone had been ****** on 4/03/2024 and I had called to report the matter and blacklist the number as well as the device. We called the billing department on the 27/03/2024 to log a case as I had asked for these unknown charges to be reserved and for the account to be reconciled but I advised to wait for 72 working hrs as the matter needed to be investigated. It’s been almost 3 weeks of no resolution but a trend of incompetence from your agents at my cost.

I waited and called on the 11th to find out what was happening and learned that the person I spoke to had not opened and that the person was only opening the case on the 11/04/2024. I spoke to a Zukiswa who provided me with a case number ***7 and was told I’d get feedback. When I called back to get feedback as they could not reach me on the 15/04/2024 I was told the case was closed because the agent captured the case details incorrectly. I was given a new case number by Nothile ***0 who advised she will get her manager to call me and advised me with the managers email address *** and that she will escalate to the relevant department, when asked which department I was told this is confidential.

I trust this is not the way That Telkom wishes to conduct business with valued customers—I have been with a repeat since 2019 was and have never encountered such treatment before nor missed a payment. I would welcome the opportunity to discuss matters further and to learn how you propose to rectify the error as this matter has brought me great stress and frustration and it also financial my credit score. I have been more than patient with your agents, but I feel like I am not being taken seriously and will be forced to take this higher up for resolution.

After almost 2 months of waiting on a resolution I was advised I am liable to pay those charges as I was told the cancellation happened weeks after which is not true. I asked for the dated recording because I know I have the right to it but I was told it is not available. When I asked for an email address for your complaints depart, I was given a manager’s email address. I would like to take this up with complaints and if no resolution is reached, I will be taking this up with the Ombud or NCA.

I look forward to hearing from you.

From: Winifred Motsele (W) <***> Sent: Wednesday, May 15, 2024 8:17 AM To: Damane, Sive <> Subject: RE: Case: ***7 -Case ***0 - [External Email]

Good day Mr Sive.

Apologies for the delayed response. Kindly forward you complaint to my manager: Hophney Leso on ***.

Regards Winifred Motsele Customer Service Representative Web : http://secure-web.cisco.com/1BQj37zJbBnIVMGF6yZXrR2p2bpmEb8AVYTynAVItMsEVV21yFruoCL7yDB4syWMBZdND4j42ROM0ttYtxu0P7PCTkXKTCUdrgdbYsG0TWg-pmySCK***7z_i7AbCUyam_-uABp7ZxdSXHwPtr3Ekqx8ZWmD0J4vvtf4vB2wAKBNOYgwZdOGNTpntBJA0xhKWy2pP9Oz1_XFDguCFEMOl-ruV_fZ3bW-hRAgQrIptuoQdqcYuCpsgTGCsTm_qNhWdXqJ1ly-mcklkclKqO6PIm8oGrMcuc_3wjY9EwAWdYPdHjggVs5SpiLjMzKeQA3CS/http%3A%2F%2Fwww.telkom.co.za Mobile: 081 180 Mail: *** Telkom Suspended and need to make a payment? Please make use of our new payment gateway to ensure real Time restoration of your services: https://secure-web.cisco.com/14ZGbbinJ5UnI6fUofGFrlq4UNEnjbO6wDU4KwLl7wFNI4c2aNsj0097a-ySmskx-mO5NPP4U-i3JYu5R-374fF6E2mvYwM_XC3CQXRjPvN_nWxZnk_JjBqpTkNiaKGEWlzoUtn9rEakQvFw-cJld6zdldmEejKcPVxjpX5***hHEr8Tn-IrXhtx4BaxmQVtKQ2TCnqR46iXqaeuEj3p2dYxLc6wYW4iAHVaEG_ztN6mpAQ-EJO1E4oqmZA-FB2_5Yj41oURVu5Oj7pGjMCUurH1XGP_I4NVtiRAZ81oOAJpos5_Ae-HYRNNQF_ACqYXc/https%3A%2F%2Fapps.telkom.co.za%2Falpha%2Fpublic%2Fregister. Note that EFT payments made through your banking app will take longer to reflect on our system and will impact the restoration of your service. Thank you From: Damane, Sive <> Sent: Wednesday, May 15, 2024 7:59 AM To: Winifred Motsele (W) <***> Subject: RE: Case: ***7 -Case ***0 - [External Email] Importance: High

EXTERNAL EMAIL: Do not click any links or open any attachments, unless you trust the sender and know that the content is safe. Good day,

I am still waiting on your call and the email address for complaints, or I am going to be complaining about the atrocious service on Hello Peter maybe then you guys will assist me.

From: Damane, Sive Sent: Monday, May 13, 2024 2:41 PM To: Winifred Motsele (W) <***> Subject: RE: Case: ***7 -Case ***0 - [External Email]

Good day,

I am still awaiting feedback on this and please send me an email for your complaints department as I will also be talking this matter to the ombard as I know I should have access to this recording.

From: Winifred Motsele (W) <***> Sent: Monday, May 6, 2024 7:33 AM To: Damane, Sive <***> Subject: RE: Case: ***7 -Case ***0 - [External Email]

Good day Mr Sive.

Apologies for the delayed response, was not available.

Kindly note I am not able to send you the call recording. I will confirm with my manager and advise if there are other ways you can get the call recording.

Regards Winifred Motsele Customer Service Representative Web : http://secure-web.cisco.com/1XW48HOv_dPiHUjbmS-BwqYF0ja-sAW3NxvJ1LeisV6GxCl6Sg9JmoKJGhlyy5KYtntKdKOuOqeQggpUHM_Eldgry4x55FA4xw82_KipDOGWBGPTOfLS9f6USJL6fZpHyRB1uVYDTrqIYi9mtJhEgVqyo-X-AwoTEnBM42lFEg-M_a9-TSoMMNUr9mkmLUrkushV4OgQCebvkqn4izog2cSW-It0b_sSBjDxFfp4wtMu9V-rT6Aj3GZsHasksP7JfB4SiIH-Hf9WRYcjX_Xm0ARU4Wsd2AHNTcRCN7lUr5WqtTd-LxWYXW9dZi1vCtOQc/http%3A%2F%2Fwww.telkom.co.za Mobile: 081 180 Mail: *** Telkom Suspended and need to make a payment? Please make use of our new payment gateway to ensure real Time restoration of your services: https://secure-web.cisco.com/1gPkNOnlVu3VTmDSBJb1Solh8J2i-2Kpe_mAvK6bE_XIuaaslhawpRyMtKGQZblJbuA1lIRYds7PKUBmS8HaZieuj6q4PEyuc7HOENkFOltNP2AgzdgXYVb8VHW6uGYout6Iyf_MVAKz7Sa5zlZy4HE1F4Sxw4p7BklgUttI1Pym9Nc6YJVLtdda75Bu-zMWHWSqg4rg0Fkc4JL1VdozsYofon-hO1WbYSeC4c498UnljTfU4rhoH72CYcMuX5dSHLfYg6j_s_Z3VTVtjQkEJGT0rBsBcm1OMw69p2XAeY5Jqj1LKSIYLd020V9tZIFuy/https%3A%2F%2Fapps.telkom.co.za%2Falpha%2Fpublic%2Fregister. Note that EFT payments made through your banking app will take longer to reflect on our system and will impact the restoration of your service. Thank you From: Damane, Sive <> Sent: Thursday, May 2, 2024 11:24 AM To: Winifred Motsele (W) <***> Subject: RE: Case: ***7 -Case ***0 - [External Email]

EXTERNAL EMAIL: Do not click any links or open any attachments, unless you trust the sender and know that the content is safe. Good day Winfred,

I am still awaiting the dated recording. Please contact me on ***.

From: Damane, Sive Sent: Friday, April 26, 2024 7:45 AM To: Winifred Motsele (W) <***> Subject: RE: Case: ***7 -Case ***0 - [External Email]

Good day,

Please send me the dated recording.

From: Winifred Motsele (W) <***> Sent: Wednesday, April 24, 2024 10:46 AM To: Damane, Sive Cc: Caroline Nkuna (C) <***> Subject: RE: Case: ***7 -Case ***0 - [External Email]

----------------------------------------------------------------------------------------------------------------------------------- CAUTION - EXTERNAL SENDER - Please be careful when opening links and attachments! FNB Cyber Security Office. ----------------------------------------------------------------------------------------------------------------------------------- Good day Mr Sive.

Kindly note I have tried contact you regarding above mentioned case with no luck.

Please note we have managed to get a call recording dated 11-02-2024, where you had requested for your device to be blacklisted. Note there were no calls made prior to the one we managed to find.

As a result of service not being suspended after device was lost/****** additional charges were incurred on your account. Note you remain responsible for suspending sim should you misplace it. Unfortunately, we will not be able to correct the charges on your account.

Please do advise on a convenient time for me to contact you should you wish to get more clarity.

Regards Winifred Motsele Customer Service Representative Web : http://secure-web.cisco.com/1iuyFm1sLXvxBnipHCUSEEMeUrs1VrBi25uEcRNrwhgYbm_cmlvqbtWjaFyxHwWD6Q3oMc6sIfMDAdKW5jxTW67rtPl1O9dI_CgHnxUPtH8oF2KbnYiZXMczH-zNn45xwHSs7a346xceLhO79H72fOSaSa5yxJmYJGKnp1***q1C7AdZYRsAmgIfR1k9HU2AFmARU16G0GqvOvbzYhwoBbTEkYe-6J8D01ONoyc4Ag3PfPPWUcevTNZydfw45_nJQUA2XlTywNNkahTWjmTutsiJEB6FQKHM4teTtN14qGpH6sg0UKkY5BCQXRahwswyzKncs8TNvmcumGARpQWWF_A/http%3A%2F%2Fwww.telkom.co.za Mobile: 081 180 Mail: *** Telkom Suspended and need to make a payment? Please make use of our new payment gateway to ensure real Time restoration of your services: https://secure-web.cisco.com/1SXaM5O4maM4ogFv7KDek_EFD4_3UMDYn0b1QZ3xOU82E3nOXVoSIQ3lBDrZrVA16nPxJSITJynQ38y5SWmnSUXMW6oL5P1xwoUzBKle32dqpu7ix_7tBD5hYurrGo2e5oPX8vXu-LCCFzfDgkCs7vNuHbOK0E_yqNj5QjobBZUfNR7fkvDDgcuOzYW1-n7IEEHS9R6lBXYO9Z_PbcP8pC1JjKlFyGlMhEyhv02Rzg6VPicQBN_Fj729WIx2U6zkCVLJem6s1cCQZsMyk0Ta55bzZbBqLP3xUv-7luMm2tLZ_cRjO7MM_64_DJT2uMFp3xIwuqC7V8hLnziWL_HfWWQ/https%3A%2F%2Fapps.telkom.co.za%2Falpha%2Fpublic%2Fregister. Note that EFT payments made through your banking app will take longer to reflect on our system and will impact the restoration of your service. Thank you From: Damane, Sive <> Sent: Thursday, April 18, 2024 3:08 PM To: ***; Winifred Motsele (W) <***> Cc: Caroline Nkuna (C) <***> Subject: Case: ***7 -Case ***0

EXTERNAL EMAIL: Do not click any links or open any attachments, unless you trust the sender and know that the content is safe. Good day Sir/Madam,

I am writing this email to complain about the poor service I have been receiving from Telkom ever since I learned that ***** was committed on my contract number *** and this was reported immediately when a debit order of R10 375 was taken from my bank account.

On the 27th March 2024 a debit was taken from my account. I rushed to Telkom Cresta on the 27/03/2024 to find out what it was for as I have never in the history of my relationship with Telkom had a bill this high. The lady who assisted checked and advised that I had increased limits on my account. I then advised I had never increased any limits and that my cell phone had been ****** on 4/03/2024 and I had called to report the matter and blacklist the number as well as the device. We called the billing department on the 27/03/2024 to log a case as I had asked for these unknown charges to be reserved and for the account to be reconciled but I advised to wait for 72 working hrs as the matter needed to be investigated. It’s been almost 3 weeks of no resolution but a trend of incompetence from your agents at my cost.

I waited and called on the 11th to find out what was happening and learned that the person I spoke to had not opened and that the person was only opening the case on the 11/04/2024. I spoke to a Zukiswa who provided me with a case number ***7 and was told I’d get feedback. When I called back to get feedback as they could not reach me on the 15/04/2024 I was told the case was closed because the agent captured the case details incorrectly. I was given a new case number by Nothile ***0 who advised she will get her manager to call me and advised me with the managers email address *** and that she will escalate to the relevant department, when asked which department I was told this is confidential.

I trust this is not the way That Telkom wishes to conduct business with valued customers—I have been with you since 2019 was and have never encountered such treatment before nor missed a payment. I would welcome the opportunity to discuss matters further and to learn how you propose to rectify the error as this matter has brought me great stress and frustration and it also financial my credit score. I have been more than patient with your agents, but I feel like I am not being taken seriously and will be forced to take this higher up for resolution.

I look forward to hearing from you.

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