COMPLAINT : Poor Service from Escalation Team

<p>Dear Telkom,</p> <p> </p> <p>I would like to complain regarding the terrible service I received from your billing back office agent called Rishi Uganarain from your Durban office. He advised me that his manager's name is Pam Christian. The issue was rather simple he just needed to explain a billing error from your side to me.</p> <p> </p> <p>I called in last week Friday ****h Nov 2016) to get an understanding of my bill since my services had been suspended; however since the bill was fully paid both the lady who assisted me from the billing team (Nancy) and I could not understand why I still had no services. I then called into the technical team and after the agent (Simannkele) assisted with some system diagnostics I was again referred back to the billing department. I managed to get the same agent ( Nancy ) from the billing team who noticed that there seemed to be an inconsistency regarding my November bill and that there was about R3900 charge on my account which comprised of calls from August until November. Nancy concluded saying that there seemed to be a double charge of sorts since all previous bills included those same periods. She proceeded to send a billing query/dispute over to her back office to clarify and advised me that the issue would be resolved and she managed to get my services reinstated. </p> <p> <br />Earlier today (Tue 15th Nov) at 3pm I received a call from the billing back office from a gentleman called Rishi. He advised me that he was calling regarding the query that was sent through on Friday. I advised Rishi that I was in a meeting with a client and I asked for his number and a time that I could call him back. Immediately after the call and still during my meeting I noticed that my land line was disconnected along with my internet connection. This disconnection ruinned my meeting and made me lose my client!!!! I called Rishi back and asked him why he disconnected my services, he was extremely rude, yelling and told me it was becuase of the billing query. The same ****** query he was meant to be resolving for me! He decided since I was in a meeting and unable to talk to him he may as well suspend my services!!! </p> <p> </p> <p> </p> <p>Its amazing how the escalation team has the worst agents to handle customer queries, why was Rishi put in such a team if he can not answer and deal with a simple billing issue? Why did he find a need to suspend my services even though my account is not in arrears? And finally I am the customer why and why was he raising his voice and yelling at me??? </p> <p> </p> <p>Only after I called again this time into the sales department and told them my intent to cancel my contract due to the **** service did my services get reinstated again.....I still don't know why I was being billed twice within the same billing period......TERRIBLE SERVICE TELKOM!!!! </p> <p> </p>