Billing Issue and incompetence

Hi Guys,

I have a bit of a billing dilemma and I am tired of explaining this to a new agent each time on the phone and then getting promised that it is sorted but still not.

On the 2nd October 2017 I was on the 4mbps package (for about 4-5years) and then I saw the 20mbps package (R999 p/m) and decided to fill out the contact form and switch my data package to Telkom and then later I would cancel with Web Africa. Someone then called me back and at the very beginning of the call I mentioned explicitly that I would only like to set this up as of end October 2017 or the beginning of November 2017. In fact I mentioned this several times during the call.

We completed the question and security process and then ended the call. Later in the day the same Agent then called me back to ask me for my ID number which I thought was odd bit just assumed that she missed a digit in our earlier call.

Then to my surprise two days later I got an SMS welcoming me to the new 20mbps account and displayed my new login details. I then called the call center and was determined to speak to someone despite getting passed from one department to the next from billing to sales and back and forth and several times getting cut off and having to wait in the queue again.

I kept my cool and got a sensible person in the Billings department who told me they cannot help as my bill was not yet processed and I needed to speak to sales. I asked to speak to her manager and then she went away and then came back and advised me that they will forward my request to the Sales Manager to listen to the call and then get back to me with their findings.

A day later the original Sales lady who first called me and who incorrectly set up the 20mbps package ahead of time called me to apologize and explained that she listened to the call and I did indeed mention several times on that call that I would only like to start the package as of the end of October or the beginning of November.

I accepted her apology and asked what happens next. She told me that her Manager will take it from here and then get back to me.

A few days went past and I was too busy to call again and wait ages for assistance. I then woke up one morning and my internet was down. I called from my mobile phone and wasted over 60rand airtime but then I finally got my internet to work.

I was sent a link to configure my wifi and I noticed that my package showed that I was on 20mbps. I work from home so I was happy that my internet was working again. But I was concerned that I will be billed ahead of time when I already paid my previous ISP.

I called that same day and I was explained that my account displays 20mbps but I will not be billed until the end of November and I will not be charged for my previous 4mbps package on top of that.

I was worried my internet would go down again and so I called again and the billings department told me to pay R210 to keep everything running and then I will just need to wait for my next bill to arrive with the new cost.

Around the 8th November I got an SMS with my old bill displaying and I ignored it. Again I was too busy with work to set aside to call.

Then on the 10th or 11th November I got another bill via mail showing a new bill of R1500+ . ***!!!

The level of incompetence is astonishing!!!

I need someone to resolve this for me and also to call me to explain each line on my bill as I see many figure including a large reversal of about R15000+ which makes absolutely no sense.

I have been with you for years and I have just committed to stay with you for another 2years on this 20mbps contract.

On top of it all I have still not received my new modem and Android TV box and I am not sure whether I willbe charged for landline calls . As per the below I should be receiving all of these benefits:

Landline rental included Telkom Uncapped Internet TI Mobile data (3GB) 1 Email account (with 3GB of storage and 5 aliases) Free WiFi enabled modem and installation on 24-month contract Unlimited Anytime Telkom Fixed to Fixed & Telkom Mobile calls 20% Discount on calls to the top 30 international destinations Includes CallCatcher, IdentiCall (CLIP), WaitingCall and CallAnswer (Voicemail) Month-to-month with NO free modem Includes Android TV Media Box

When do I get what I was promised???!!!!???

I also want to be on VDSL and not ADSL as the package mentions.