Credit our account ASAP stop trying to ***** our money!!!!!!!!!

<p>This is a copy of the complaint we hoped to send Ms Mandisa,´since she refused to avail her email address or that of her supervisors:</p> <p> </p> <p>Dear Ms. Mandisa - Conflict Prevention Department,</p> <p>Thank you for your call 11th and 13th of May. I am trying to email again, as we have not received feedback from your office or Telkom besides our telephone line being cut off today. </p> <p> </p> <p>The objective of our query was to receive an adjusted bill; where Telkom credits our account from the excess money we have paid you since 9th December, 2013 to 9th of May, 2016. Below are the details you had requested (again); of the people we dealt with at the technical department, sales department, billing department and dates of inquiry as well as recorded technical fault numbers.</p> <p>The queries to your company started in February 2014, when technical support personnel were asked to come and attend to a fault on our line. Once fixed it only allowed max. 4mb speed, effectively 2,6mb over the wifi. When we queried this, the tech support suspected the problem to be at the Durbanville switchboard or with the over-crowded line between our home street and Durban Rd, where fiber optic line is.</p> <p> </p> <p>Further enquiries and two more visits to our house, repeated testing of the phone line and a modem replacement (at our cost) ensued, without resolution. All tech support could confirm was that the line was fine and the speed was not sufficient. Call centre suspected that the Durbanville Valmary Park area does not receive 10mb speeds. This was of course soon found to be false after a coverage test (http://www.telkom.co.za/coverage/) was done by your technicians!</p> <p> </p> <p>In 2015, 3 further visits were made to our house, usually to clear the line with faults, but the problem of the speed remained until the latest clever technician tried his own modem and later his own account to log into the system. What was discovered then was that our modem performed fine while on the technicians' account, but extremely poorly when logged on our account. Same result happened with two different modems. This discovery was done 5th November, 2015. The technician further suggested foul play on our account and that perhaps someone else was in fact using our account; in that we pay for a 10mb account, and we only receive the service of the poorer old 4mb account. He then encouraged us to follow the issue with the Telkom offices or the call centre to investigate the matter in-depth. Unfortunately, by then the face-to-face support had been removed from the Durbanville Tygervalley Telkom office and we were advised to visit Century City offices. Then, after two rounds of queries at the Century City offices, it was concluded that they couldn't help either. Apparently only call centre could help.</p> <p> </p> <p>Therefore, from May 2016 attempts to resolve the issue were concentrated with the call centre support. Total 6 calls (34min waiting time on average) were cut-off while waiting on reply, or being on hold. Total three (3) Telkom consultants hung-up on us mid-conversation and combined 11 conversations led to transferring the call to another consultant. In the end, technical consultant named Lufuno finally discovered that there had been TWO accounts on our name, one effective for 4mb speed and the other not activated for 10mb. Further 5 consultants and three days later, the 4mb line was cancelled and the 10mb line became active. Currently and since the 10th of May, 2016 we FINALLY receive the services we have paid for since the upgrade 9th Dec. 2013.</p> <p> </p> <p>Henceforth, we do not feel we need to hold Telkom liable for damages, nor further investigation is necessary for the causes of this apparent mismanagement, however we do insist to be compensated for the excess money we have paid (***). This is our dispute.</p> <p> </p> <p>Below are the names and times to conduct your investigation internally:</p> <p>- 12 March 2012 - The phone and Internet line account opened <br /> - 9 Dec 2013 - Upgrade Internet from 4mb capped to 10mb uncapped, due to poor performance </p> <p>- Ongoing visits to the house by tech support between 2***</p> <p>- 7 July, 2014 Tech support visits the house and suspects the problem to be at Durbanville switchboard or "overcrowded line"</p> <p>- Fault logged 6 Jan, 2015 - two more technician visits to our home, no resolution to the problem</p> <p>- Phone line changed in the house, no resolution to the problem</p> <p>- 8 Nov 2015 tech support discovered "foul play" to be from the accounts department and not with physical connection,</p> <p>- 9 Nov messaging with Telkom about the technicians’ discovery (messages available, if need be)</p> <p>- Several calls to the call centre - no resolution </p> <p>Until breakthrough <br /> - 6 May 2016 - Lufuno from Technical Dept logged ticket #***2<br /> - 6 May 2016 - Order # ***A logged; to activate Upgrade done on - 9 Dec 2013. Sales Dept consultant Vincent effected this.<br /> - Have dealt with the following consultants on May 6 2016 for a combined SIX hours!!:<br /> 1. Nokukhanya - Accounts Dept<br /> 2. Lufuno - Technical Dept<br /> 3. Nobuhle - New Services Dept<br /> 4. Caleb - Enquiries<br /> 5. Vincent - Sales Dept<br /> 6. Nontobeko - Accounts Dept<br /> <br /> 10 May 2016<br /> 1. Nondumiso - Springs call center - Sales activation<br /> 2. Ntombenhle - Billing Dept. Logged dispute on 10 May 2016; with ***</p> <p> </p> <p>30 May 2016</p> <p>-Mandisa hung the phone up on us</p> <p>-She wouldn't give her email address, her supervisors email for us us to send through this detailed mail<br /> We wish your best help and quick resolution to the dispute, and please desist from hanging up on your clients!!!!!!</p>