1 reviews | Active since Jul 2016
Billing Query - lack of service Clearwater Mall
<p>I took out a new mobile contract with Telkom Clearwater Mall on the 25th May 2016 for R599.00 p/m. the contract details were explained to me by the consultant Simone as 1GB of data 100 minutes call time and then the handset. She then told me about the extra top up I can load on a monthly basis and I said no thank you but confirmed with her that should I run out of data or air time I can phone the call centre and they can load extra and bill me the following month. I did agree to R15,00 extra per month to be loaded for sms's as there were no sms's included in the package. Well I received my account dated 01/07/2016 and on there I have been billed a 'USAGE FEE R300,00 VOICE' which I did not agree to on my contract. I called your call centre and was advised that I need to go into the branch to resolve this issue, I went into Clearwater on Friday 8th July and was told Simone is the only one who could help me but unfortunately she is not in... I politely asked the lady what if Simone got hit by a bus would that mean my query would never be resolved??? she then went onto the system and logged my query, she gave me a 'Case Number' and said I would receive a confirmation sms as well as a call from the call centre... well i'm still waiting.... I then went back to the shop on Wednesday the 13th only to find that Simone was not there neither was the lady who assisted me on the Friday! Another lady assisted me by checking on the system only to tell me that my 'Case Number' was still closed but she would follow up the next day and get back to me, she took down all my details .... well I am still waiting..... I then decided to go back again on Friday 15th only this time neither Simone or any of the 2 ladies who previously assisted me were there, this time a gentleman ssisted me and only after I made it clear that I was going to put my complaint on Hello Peter and also report this to the Cosumer Council and the FSB did he go on the system only to tell me nothing has happened on my 'Case Number' he then called the call centre and explained the problem, the lady said they would make contact with me by Thurday 21st the gentleman also took my details and assured me he would follow up and get back to me too.... well as usual I am still waiting!!!!!!</p> <p>The fact is 2 weeks later and I am no where further with resolving my query, how can they just bill you for items which you have not agreed to???? that to me is robery and *****... I have sent my complaint as well as a copy of my contract to the consumer council as well as logged a complaint with the FSB, I bet they will respond and assist me with my query.</p> <p>VERY DISSAPOINTED AND DISGUSTED AT THE ABSOLUTE LACK OF CUSTOMER SERVICE - AN ABSOLUTE PITY I HAVE TO HONOUR MY CONTRACT FOR THE NEXT 24 MONTHS!!!!!! </p>
Well 4 months down the line and i am now sitting with my service which has been suspended and i am no where closer to resolving my query as no one at Telkom can return a phone call!.. needless to say that my contract is paid religiously every month for the R599,00 which i signed up for. I have left countless messages with the call centre for someone to contact me however to date not a single person has bothered to pick up the phone and call me, I have been into the Clearwater Mall shop 9 times already... i have numerous case numbers and every time i get told the same thing ... "someone will call you back in 72 hours'!!!! well how long is 72 hours???? ITS BEEN 4 MONTHS!!!! i have a suspended service and a number of threatening sms's to say i will be handed over for collection and listed with the credit bureaus and my service will be terminted... all for R300,00 which i refuse to pay as you cannot show me where on my contract i agreed to and signed for this extra billing... today again i held on for more than an hour to try speak to someone... no luc**** i was told by BAKISA in your call centre that her supervisor SIBONGILE would assist me... well i held on forever for her only to be told by her my complaint had been escalated... i demanded to speak to the department to where my query had been escalated to but surprise surprise she is not able to put me through to the department... 'someone will call me.... ' i then wanted to speak to her superior to try get some answers but guess what... HARRISON MALUNGA is not available and will call me back..... WHEN??????? Can anyone out there tell me how to get hold of someone in the Telkom billing department who can assist me??? does this department even exist??? i wonder??? next step is maybe reporting them to the Financial Services Board???
Well 4 months down the line and i am now sitting with my service which has been suspended and i am no where closer to resolving my query as no one at Telkom can return a phone call!.. needless to say that my contract is paid religiously every month for the R599,00 which i signed up for. I have left countless messages with the call centre for someone to contact me however to date not a single person has bothered to pick up the phone and call me, I have been into the Clearwater Mall shop 9 times already... i have numerous case numbers and every time i get told the same thing ... "someone will call you back in 72 hours'!!!! well how long is 72 hours???? ITS BEEN 4 MONTHS!!!! i have a suspended service and a number of threatening sms's to say i will be handed over for collection and listed with the credit bureaus and my service will be terminted... all for R300,00 which i refuse to pay as you cannot show me where on my contract i agreed to and signed for this extra billing... today again i held on for more than an hour to try speak to someone... no luc**** i was told by BAKISA in your call centre that her supervisor SIBONGILE would assist me... well i held on forever for her only to be told by her my complaint had been escalated... i demanded to speak to the department to where my query had been escalated to but surprise surprise she is not able to put me through to the department... 'someone will call me.... ' i then wanted to speak to her superior to try get some answers but guess what... HARRISON MALUNGA is not available and will call me back..... WHEN??????? Can anyone out there tell me how to get hold of someone in the Telkom billing department who can assist me??? does this department even exist??? i wonder??? next step is maybe reporting them to the Financial Services Board???
Well another very frustrating phone call to the call centre... they have now deducted the disputed amount from my bank account on the 30th November however my services is still suspended and my query is still not resolved!!! i have even received an sms from Telkom thanking me for my payment however accoeding to Mbali in the call centre the payment is not reflecting and low and behold she cannot transfer me to the billing department... SURPRISE!!!! after holding on for 40 minutes her supervisor comes on the line Zandile who tells me she can see on her system that my query has been escalated to Iyanda Dlamini in the billing department and she will send an urgent request immediately to Iyanda to contact me today... well lets not hold our breathe or we may be going to a funeral next week...
Well another very frustrating phone call to the call centre... they have now deducted the disputed amount from my bank account on the 30th November however my services is still suspended and my query is still not resolved!!! i have even received an sms from Telkom thanking me for my payment however accoeding to Mbali in the call centre the payment is not reflecting and low and behold she cannot transfer me to the billing department... SURPRISE!!!! after holding on for 40 minutes her supervisor comes on the line Zandile who tells me she can see on her system that my query has been escalated to Iyanda Dlamini in the billing department and she will send an urgent request immediately to Iyanda to contact me today... well lets not hold our breathe or we may be going to a funeral next week...