DISGUSTED

I am writing as a disgusted customer of Telkom. My journey with Telkom initially started as a good one. I took out a contract for a period of 24M and agreed to have my Bank Details used for a direct Debit, this being for the monthly payments over the 24M period. As with a PAYM plan, the first month was on a pro rated basis and so my first payment was higher than the ‘allowance’ for a month. I work in a Customer Service Department for a network provider, working with Customer’s billing details and so accepted this as such. It wasn’t till the payment was due for the second invoice generated when I incurred a R200 penalty fee for a Returned Direct Debit, because my funds were available on the 29th instead of the 27th, even though my payment date is the last day of the month i.e. 30th of each month. This too, was accepted as I felt obliged to comply with the fee. As time had passed, I’d notice random texts from Telkom telling me that payments are overdue and or that I HAVE to contact the Helpline (not sure what for exactly as this was as helpful as a drop of sand to a fish). Due to the loss of a handset I had to contact the helpline to have the handset blacklisted and services suspended, to avoid a huge bill (the plan allowed outside of allowance charges). This call on its own was so unhelpful, I swore never to have to call the helpline again. To my demise I had to contact the helpline again to get a new SIM activated, once I had got my own replacement handset. Only to be advised I have to refer to a Telkom Store for a basic ‘SIM SWOP’. I referred to store who then referred back to the helpline as my line had to be ‘unbarred’ first, to be honest I wasn’t even sure what either parties were on about but because I was desperate to have my service back after nearly a month, I called the helpline while in store and not even the Store Assistant could say a helpful or nice word about the Customer Service. It was as if neither knew what had to be done and just wanted to shove the blame or customer on to the next person. Throughout this period, payments were maintained, and so were the incorrect texts notifications too. After a payment of my Monthly Recurring Charge + Service fee was attempted, I got a text saying the payment had not gone through and I made a manual payment. For the last month I had made a total of two payments, amounting to double my Monthly recurring charge and a Service fee!!!!!!! I have had enough from this company and having to run back and forth so that my Credit File is not affected when the company fails to comply with LAW. The purpose of the Consumer Protection Act, I quote ‘to prohibit certain unfair marketing and business practices, to promote responsible consumer behaviour, to promote a consistent legislative and enforcement framework relating to consumer transactions and agreements’ . As a consumer, I can say that Telkom has failed this. The Act stipulates this in section 47 ; False, misleading or deceptive representations : (a) directly or indirectly express or imply a false, misleading or deceptive representation concerning a material fact to a consumer

Needless to say I probably will have to be putting up with this dissatisfactory level of service as I am tied into a 24M agreement with this company. I need a refund as I feel it is unjust that 2 payments were debited in one billing period. The second payment was not explained to me. I am currently under financial strain due to Telkom’s incapability of communicating and having a fixed billing system. Lastly I would like to say that I regret joining Telkom in the first place and will be putting my comments and disgust in the company on social media and will be telling all my colleagues, family and friends about the dismal services I have received.

Regretfully, Robin