Clawing through an Amazon of indifference and incompetence

<p><span style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">Good day, my name is Cobus</span></p> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">My line number is&nbsp;***.</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">In March I went to the Telkom store in Montana after Menlyn and Hatfield were offline on 2 seperate ocasions.&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">At the Montana branch I requested a simple line rental package with the capacity to handle 4mb/s internet. I was shown the package for R189 p/m and agreed to it. I explicitly communicated to the agent helping me that I do not want Telkom to be the internet service provider. I only want the line rental. She selected the correct package on the contract and I double checked her. I also requested a debit order be made every month.</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">So at the end of March I receive an sms that I owe R574.66. I then assume that there were installation fees and therefore I was not surprised that it wasn't only R189.00. I was, however, surprised that I did not receive a statement via e-mail or that the amount was not deducted through the debit order. So I wait for my statement but it never comes. Debit order never goes off. When I phone the customer care line I hold on for ages and nobody picks up</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">On Friday I receive another sms, saying that I now owe R1088.16. This after using the R189.00 p/m package for only 2 months. I finally get through to Telkom and it turns out that I have been registered not only for line rental, but also for some Telkom internet service (which I explicitly said I do not want as I am using Mweb)</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">I then tell the agent to log a complaint. I also request that she sends me the scanned in copy of my contract. She agrees to send it to me. I never receive it. Big surprise. I also ask her why I do not receive my statements. She replies that it's something wrong with the system.</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">Furthermore I ask her how long it will take for the complaints department to attend to my enquiry and whether my service might be suspended before they can attend to it. She ensures me that she will make a note on my profile to notify them not to terminate the service in the midst of a pending dispute. I ask her when the relevant department will be able to read the note. She replies that they will receive it right after she submits it. I have her read the note back to me. She ensures me it's sent and saved on my profile.</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">Today I receive an sms from Telkom that my service will be terminated within 48 hours if I do not pay my R1088.16. Elize Mc Bowels is the person dealing with the issue according to the sms so I phone her number. The lady says she can see a dispute has been logged, but there is no note anywhere of what was discussed with the previous agent. I then tell her that she needs to talk to the agent and the complaints department and halt the suspension as I have been ensured that my service would not be suspended while the complaint was yet to be resolved. She simply replies that she does not talk to these people and that she has no control over the suspension. The computer suspends the client automatically. Just like that. The person responsible for suspending my service is unable to talk to the previous agent who ensured me my service would not be suspended untill the dispute has been resolved. How wonderful.&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">She then tells me to phone on the regular Telkom line again. A guy picks up this time. I explain the situation. His first response is this - "Why did you not cancel the service if you do not want to use it?" The fact that I explained that I only signed up to rent the line goes completely past him. He then says I must just phone Mweb and ask them to phone Telkom and say they are taking over the service. He does not get that I also need the current account reduced to 2 X R189.00. He then simply continues to layer on his indifference by accusing me for signing up for a package which justifies the amount charged, without even considering the fact that the person who activated the account made the mistake. I then tell him we should not waste each other's time any further, he must send me a copy of my scanned in contract. He simply replies that he does not have access to it. Nothing to the effect of being able to refer me to someone. He just can't do it. I simply have to accept the fact that I have selected a package which I must cancel and that I must pay what I owe.</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div> <div style="color: #454545; font-family: UICTFontTextStyleBody; font-size: 17px; text-decoration: -webkit-letterpress;">&nbsp;</div>