Disgusting Service
<p>Dial Direct called us on or around July 2016 asking if we would like to upgrade our phones a little earlier than the upgrade date. I enquired and they told me that the phones would cost an amount of R119 each (Top-up phones). I agreed on the upgrade then I asked them if there will be any additional costs and I was told no. The week before we received our upgrade phones our phones stopped working all of a sudden. You could not make or receive calls. We then proceeded to call Telkom who then told us that the sim card was faulty we would need to go and get a new sim card and then they will do a sim swap. We proceeded to do that with the one phone then all of a sudden it happened to the other two phones that we had. It seems that Telkom de activated the old sim cards before we even received the upgrade. But Please take note it took 7 calls for them to figure this out. We then receive the new phones and get a bill on the 01/09/2016 for R1032.49 where as we used to pay R389.00. I then call Telkom and the man on the other line tells me no the monthly fees are now R827.39. I then called dial direct and explained to them why the hell did they lie to me as they told me it was R119 per phone now I get this bill from Telkom. They confirmed with me that the phones are infact R119 per month and Telkom has obviously billed us wrong. I then call Telkom again and told them what dial direct told me and they cannot answer as to why they are taking triple the amount of money without my consent from my bank account. The guy kept arguing with me telling me I got a data bundle on the 27/08/2016. I Explained to him that I took that from my FNB account how is that possible that they charging me also for it. He says both my bank and my Telkom account will get charged for it which makes no sense. I then asked why am I billed this amount and he cannot answer me. I asked him does he do the billings of the accounts and he indicated to me that he does and he cannot answer why they billed such amount. I then told him well that is not good enough I want answers. He then put me on hold and after 25 minutes on the call he cuts me off. I call back and now have to re-explain the story hoping that the new person will tell me what is going on. Again I was put on hold and the call cut off. I then called on my way home from work the same day which is now the 3rd call to Telkom and still no one can help me. I get on the line with a lady just to find that they do not have a call logged or any record of me calling about this before. Again I was then put on hold and I was cut off. This is disgusting service and the staff do not even know what they are doing there. You pay for a service and this is what you get. Staff who have no idea what they are doing and when asked I am told I don’t know. That is not good enough. This is my money and NO WHERE did I ever consent to take so much money off of my account. Telkom is basically *****ing from us. I have had never ending problems with Telkom and I regret moving from Vodacom to Telkom. I have endless problems when it comes to Telkom and best of all they cannot tell me why. But yet they are quick to take my money but refuse to refund me my money which they DID NOT consent to take. I have spread the word with all friends and colleagues and it seems that this is the norm for Telkom. And yet my query is still not resolved.</p>
Thank you for making contact with us
Please be assured that we have sent your query to the billing Team for further assistance, they will be in contact with you.
We really do apologize for any inconvenience caused to you.
Your reference number is: ********** 0
Regards
Telkom Social Media Team
Launa Molapo
Best regards,
Thank you for making contact with us
Please be assured that we have sent your query to the billing Team for further assistance, they will be in contact with you.
We really do apologize for any inconvenience caused to you.
Your reference number is: ********** 0
Regards
Telkom Social Media Team
Launa Molapo
Best regards,
I was told that they tried to call me and could not get through to me. I have not received any phone call on my cell phone and want this resolved NOW!!! So please can you contact me urgently.
I was told that they tried to call me and could not get through to me. I have not received any phone call on my cell phone and want this resolved NOW!!! So please can you contact me urgently.
It is now the 13/09/2016 and STILL NO ONE HAS CONTACTED ME. Do not know what is going on now as even the call centre does not know what is going on..... Please cotnact me urgently
It is now the 13/09/2016 and STILL NO ONE HAS CONTACTED ME. Do not know what is going on now as even the call centre does not know what is going on..... Please cotnact me urgently
I would just like to start by saying I am actually speechless with the experience that we have been experiencing with Telkom. I am sick and tired of complaining but honestly enough is enough.
Account no: ********** 61
1. We upgraded our phones to the Samsung J1 Ace via Sell Direct. It started off that just before our upgrades our sim cards were deactivated. When we called the call centre they were not aware why! Then told us to buy new sim cards for all the phones and then they will do a sim swap. I then call to do the sim swap and then I am told no the contracts are still in progress they cannot do the sim swap otherwise it will cancel the contracts.
We were all without phones for 2 days.
2. On the 25 July 2016 we were billed triple the amount for our phones. Total Amount Due (VAT included at 14%) R 1,032.49. When I called the call centre they continued to tell me that they are logging a call to see what is the error. Then I call again then get told no sorry nothing was logged what is the problem. Then I need to start and explain ALL OVER AGAIN. Then I get told no you requested all the extras this is why there is additional costs. Immediately I reversed that debit order as I did not budget for that amount and no one can tell me who put on all the extras on the contract when Denise clearly indicated that she wanted the upgrades capped. After about 20 calls it was still not corrected. I went to the store and no one knew what was going on. They called the call centre from there and was even disgusted that they got cut off. She laughed and said oh this is a daily thing. This is telkoms employees telling a client how useless Telkom call centre is. Makes one think.
3. On 26 September 2016 we were then billed an even more amount. Total Amount Due (VAT included at 14%) R 1,628.19. Again we are calling the call centre and no one has answers as to what happened. Denise indicated that the phones that were sold from Sell Direct was R119 per phone per month for 50 free minutes and 500 mg free data. Again the bills were wrong and it was finally corrected that we pay an amount of R1270.79. We then agreed to pay the amount as we were sick and tired of calling people at head office and no one knows nothing. I did explain to Telkom I was not in a financial situation to pay that money right away I will do an EFT at the end of the month in order for them to reactivate the phones. Please take note we have been 2 months without a phone. I then log onto my internet banking to make an urgent payment in order for us to get our phones on and Telkom had already taken the amount of R 1,628.19. I was then happy that they took the amount as I could not load the payment on my internet banking because my phone was blocked and my bank sends me a 1 time pin.
4. We called head office to make sure that they correct the contracts as they got the call recording from Sell direct and we were infact sold the Smart 50 option with 50 free minutes and 500 MG data. Please see attached mail from yourselves at Telkom. Denise got another bill now for the end of November and it is STILL NOT CORRECTED!!!!!!!!! I have proof that this will be changed and yet it is still not changed, our previous contracts cost us around R387 per month for 50 free minutes and 500 mg data. This is not what we upgraded too and it is total nonsence what is going on. Then when you call the call centre they are like eee I don’t know let me log a call to check why it was not corrected. So this mail was sent on the 30/09/2016. Over a month ago and it is still not corrected. You guys have evidence for what we have requested and now we get the bill which is attached for R 681.96 and on top of that you have not allocated our payment so the attached bill is now R 2,310.15. i have sent the proof of payment 4 times via e mail. 4 times I mean really. Either someone at head office does not know what they are doing or they are just too lazy to sit and correct their errors. At the end of the day it is not our problem. Again on the 25/10/2016 we get a mail from Telkom (Please see attached) that they have logged a call to change the contracts. But this still has not been done. Now we have to pay double the amount for the phones which is not correct.
5. My screen on my phone became green on the bottom of the phone and was discolouring. When I called them they indicated to me that this happens quite often with the phones I would need to take it in to the nearest store with my ID Book. Yesterday on the 07/11/2016 I went and took the phone along with my ID book as requested by Telkom to the store and showed them my screen which has now become black and I now cannot see anything on my phone. He said to me where is your receipt. (talking to me with a ****y attitude) Automatically I lost it with him as I am a paying client and for 3 months I am dealing with Telkom and I have had enough. I explained to him that this is contract phones and I gave him my invoice. He told me no he wants the receipt he cannot help me without it! What receipt? He would not even look on his computer to see if he can assist me all he says to me is sorry no receipt no service. What is this!!!!!!!!!!!!!!!!!!!!!! I walked out and am sitting with a phone which is practically useless because I am told sorry no receipt no service. Why could he not have looked on his pc to check and then send the phone in to go and get repaired. These are new phones. Why does one person say this and another say that.
I would just like to start by saying I am actually speechless with the experience that we have been experiencing with Telkom. I am sick and tired of complaining but honestly enough is enough.
Account no: ********** 61
1. We upgraded our phones to the Samsung J1 Ace via Sell Direct. It started off that just before our upgrades our sim cards were deactivated. When we called the call centre they were not aware why! Then told us to buy new sim cards for all the phones and then they will do a sim swap. I then call to do the sim swap and then I am told no the contracts are still in progress they cannot do the sim swap otherwise it will cancel the contracts.
We were all without phones for 2 days.
2. On the 25 July 2016 we were billed triple the amount for our phones. Total Amount Due (VAT included at 14%) R 1,032.49. When I called the call centre they continued to tell me that they are logging a call to see what is the error. Then I call again then get told no sorry nothing was logged what is the problem. Then I need to start and explain ALL OVER AGAIN. Then I get told no you requested all the extras this is why there is additional costs. Immediately I reversed that debit order as I did not budget for that amount and no one can tell me who put on all the extras on the contract when Denise clearly indicated that she wanted the upgrades capped. After about 20 calls it was still not corrected. I went to the store and no one knew what was going on. They called the call centre from there and was even disgusted that they got cut off. She laughed and said oh this is a daily thing. This is telkoms employees telling a client how useless Telkom call centre is. Makes one think.
3. On 26 September 2016 we were then billed an even more amount. Total Amount Due (VAT included at 14%) R 1,628.19. Again we are calling the call centre and no one has answers as to what happened. Denise indicated that the phones that were sold from Sell Direct was R119 per phone per month for 50 free minutes and 500 mg free data. Again the bills were wrong and it was finally corrected that we pay an amount of R1270.79. We then agreed to pay the amount as we were sick and tired of calling people at head office and no one knows nothing. I did explain to Telkom I was not in a financial situation to pay that money right away I will do an EFT at the end of the month in order for them to reactivate the phones. Please take note we have been 2 months without a phone. I then log onto my internet banking to make an urgent payment in order for us to get our phones on and Telkom had already taken the amount of R 1,628.19. I was then happy that they took the amount as I could not load the payment on my internet banking because my phone was blocked and my bank sends me a 1 time pin.
4. We called head office to make sure that they correct the contracts as they got the call recording from Sell direct and we were infact sold the Smart 50 option with 50 free minutes and 500 MG data. Please see attached mail from yourselves at Telkom. Denise got another bill now for the end of November and it is STILL NOT CORRECTED!!!!!!!!! I have proof that this will be changed and yet it is still not changed, our previous contracts cost us around R387 per month for 50 free minutes and 500 mg data. This is not what we upgraded too and it is total nonsence what is going on. Then when you call the call centre they are like eee I don’t know let me log a call to check why it was not corrected. So this mail was sent on the 30/09/2016. Over a month ago and it is still not corrected. You guys have evidence for what we have requested and now we get the bill which is attached for R 681.96 and on top of that you have not allocated our payment so the attached bill is now R 2,310.15. i have sent the proof of payment 4 times via e mail. 4 times I mean really. Either someone at head office does not know what they are doing or they are just too lazy to sit and correct their errors. At the end of the day it is not our problem. Again on the 25/10/2016 we get a mail from Telkom (Please see attached) that they have logged a call to change the contracts. But this still has not been done. Now we have to pay double the amount for the phones which is not correct.
5. My screen on my phone became green on the bottom of the phone and was discolouring. When I called them they indicated to me that this happens quite often with the phones I would need to take it in to the nearest store with my ID Book. Yesterday on the 07/11/2016 I went and took the phone along with my ID book as requested by Telkom to the store and showed them my screen which has now become black and I now cannot see anything on my phone. He said to me where is your receipt. (talking to me with a ****y attitude) Automatically I lost it with him as I am a paying client and for 3 months I am dealing with Telkom and I have had enough. I explained to him that this is contract phones and I gave him my invoice. He told me no he wants the receipt he cannot help me without it! What receipt? He would not even look on his computer to see if he can assist me all he says to me is sorry no receipt no service. What is this!!!!!!!!!!!!!!!!!!!!!! I walked out and am sitting with a phone which is practically useless because I am told sorry no receipt no service. Why could he not have looked on his pc to check and then send the phone in to go and get repaired. These are new phones. Why does one person say this and another say that.