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1 reviews | Active since Apr 2016

21 Sept 2017, 12:07

BILLED WITH NO RESOLUTION

In July 2017 I logged a fault on our lines. A technician called to say that if they come out and find no fault, we will be charged. I agreed to that as I knew we had problems. He came out and tested the lines. After testing we were told that there was nothing wrong with our lines and that the fault was on our 15 yr old switchboard - it was not switching the calls correctly. We went to R20 000.00 worth of expense to replace the switchboard after which the same faults continued. In the meantime on our accout d.d. 9 August we were billed R1070.73 for a call out. On 24 August I emailed ********** to query the bill - I was given a Ref No: ********** 2 and a promise that the dispute section would contact me. No-one has contacted me re the dispute on the account yet and the problems on the lines persist. I am too scared to log another fault for fear of being billed for nothing again and in the meantime we are losing business because of calls not coming in. Telkom is ridiculous in how bad their service is.

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Replies (6)
Telkom
Telkom's reply26 Sept 2017, 08:35
Official

Hello maria-struwig-carreira

Thank you for taking my call.

Faults has been reported on the telephone numbers provided, the fault is currently in hand with our testing department.

The billing query has been escalated to our billing team for their attention.

Regards

Noleen

Telkom Social Media Team.

Best regards,

Telkom
Telkom's reply27 Sept 2017, 07:11
Official

Hello maria-struwig-carreira

The fault is currently awaiting the dispatch of the next available technician.

A escalation has been sent to our assigners for urgent assistance.

Regards

Noleen

Telkom Social Media Team.

Best regards,

's update27 Sept 2017, 10:10
Reviewer Update
Hi Noleen, Thanks for this. The matter is really critical to our business as we are missing calls for sure. A patient phoned yesterday and said she had been trying all morning to get through to us. Let's see how long the various departments take to respond to your escalation of the matter.
Telkom
Telkom's reply29 Sept 2017, 07:50
Official

Hello maria-struwig-carreira

The fault is assigned to a technician.

A escalation has been sent to his management for their attention.

Regards

Noleen

Telkom Social Media Team.

Best regards,

's update29 Sept 2017, 09:16
Reviewer Update
Good morning Noleen, Thanks for this. A technician did come out and do some fiddling but nothing is different yet. In fact Telkom just called to find out if the lines have been restored and her call cut out and she had to call a second time - i.e. NO, the problem is not sorted - I am still picking up dead lines and patients can still not get through first time and there are still calls going to wrong numbers instead of coming through to us.
's update02 Oct 2017, 11:10
Reviewer Update
Good morning Noleen, We had a number of phone calls last week, each time to check if our lines are fixed yet. I had one gentleman at our office asking me who had been her before and that he would be back. Firstly, no-one ever gives us a business card or a telephone number on which to be able to contact them after they have left so we never know who has been here. What I can say is that this morning, things are worse than ever! It is now 10h55 and of the few call that have actually rung in - 6 have been either dead lines or incorrect numbers and 3 times when calling out, the number either doesn't connect or goes to a wrong number or cuts out during the call. This matter is not improving at all despite the number of Telkom people who call in to find out if the lines are sorted out - NO, THEY ARE NOT. Please, please can something get done now!!??