Disgusted

To Whom It May Concern,

I am writing to formally express my disappointment and frustration regarding the shocking level of service I received from Telkom Mobile Services today.

This morning alone, I spoke to four different agents regarding my business mobile account, and not one of them was willing to assist me meaningfully or empathetically. Every interaction felt robotic, dismissive, and completely devoid of customer care.

I understand and appreciate that Telkom communicated annual fee increases effective from 1 April 2026. Unfortunately, I missed this communication, which resulted in my debit order failing due to the increased amount. While I accept responsibility for missing the debit order, what I cannot accept is the manner in which Telkom has handled the situation thereafter.

In 15 years of being a paying customer, I have never once missed a debit order. Yet after missing a single payment, I was treated no differently from a habitual defaulter. Within approximately 15 days, my account was already “handed over” for collections. This is both excessive and unreasonable for a long-standing client with an otherwise excellent payment history.

What made matters worse was the conflicting and inaccurate information provided by your staff. I was instructed to contact the collections agency directly, only to be told by the agency itself that they had not even touched my account because it was merely one month in arrears and that Telkom was still handling collections internally.

This clearly demonstrates a serious lack of internal communication and process knowledge within your teams.

Furthermore, Telkom has now debited my bank account successfully for the outstanding amount, yet I am being told it could take up to 10 working days for the payment to be allocated and for my services to be restored. In 2026, this is simply unacceptable. It is unreasonable for a telecommunications provider to suspend essential business services while allegedly taking two weeks to allocate a confirmed payment.

As a business client, I expected professionalism, urgency, and a willingness to assist. Instead, I was met with scripted responses, indifference, and treatment that made me feel completely undervalued as a loyal customer.

Quite frankly, I am deeply disappointed by the lack of customer service and accountability shown by Telkom. The experience has left me seriously reconsidering whether I should continue doing business with your company at all.

I request the following as a matter of urgency:

Immediate allocation of my payment and restoration of my services. A clear explanation of Telkom’s collections process and why a long-standing customer was escalated so rapidly. Feedback regarding the inconsistent information provided by your agents. Confirmation of what steps Telkom will take to improve customer support for loyal clients moving forward.

I trust this matter will receive the urgent attention it deserves.