Hellopeter
Share Your Experience
CN
Charlotte N

1 reviews | Active since Jun 2014

18 Aug 2017, 10:29

Debited whilst on Prepaid!!

On the 25th of June, my number was migrated to prepaid. However at the end of the June, my account was debited for a contract and handset I did not have. I took this up with the call centre to rectify and was promised it will be reverted at the end of the next billing period, however instead of reverting my debit, I was then debited again at the end of the July billing period. I have had endless calls with the contact centre, been put through to different people and my issue is still not yet resolved. I did however recieve an email stating my case was closed by there actually was no resolution. I finally made a final attempt to contact the call centre during the course of this week, I had to explain my situation all over again, although there are 'notes' on the system. The agent become irate and started to raise his tone on voice. When I asked to be put through to a supervisor, I was told she was dealing with another query and a T.Venter would call me within 30 minutes. Its now days later and I have still not received any call or feedback. I was also told during this call that I am paying for usage, I AM ON PREPAID, HAVE NOT RECEIVED DATA ETC.

I would like to get feedback from Telkom Mobile regarding my billing whilst on PREPAID with a solution and turnaround time with regard to my query as there seems to be NOBODY that can help.

0
Replies (1)
CN
Charlotte N's update22 Aug 2017, 16:44
Reviewer Update
Call centre Agent reached by calling 183 was Angeline - 22/08/2017 at 4.29, she was unable to view or access this reference given to me and also had no idea what my query was. Here again I was faced with the predicament of exlplaining myself all over again as the agent did not know what the issue was. She seemed unsure about a reference or case number and it took her 15 minutes to later generate one as I insisted on getting one. Case# ********** 4 was opened and I was told it will go through to back office and I will only know after 72 hours who will be attending to my case. My problem is, that I have been through this process previously and a previously opened case was closed without any actual resolution or feedback. I am not prepared to go through this process again and again and would like a call from the billing or back office department explaining what the turnaround time is for resolving my query. Whilst on this call, the agent muted the conversation, perhaps in hope of me hanging up without notification that she was going to do so. The current supervisor was Patience but I was not allowed to speak to her. Instead I was asked to email the agent directly on ********** 2 months later and I am know extremely tired of getting case number after case number without any actual resolution to my issue. Please advise on the way foward and one specific person who will be handling my query.