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Gareth H

1 reviews | Active since Jun 2010

30 Jan 2018, 16:17

Double charging without providing a service

I ordered an upgrade to my line on the 28/11/2017... really. On the 4th Dec, when my 4mbps line speed dropped to 1mbps, I reported the fault. Nothing. They told me my upgrade is still pending. The next day I called back and they told me I was meant to be on 10mbps. From then, I was getting anywhere from 1 to 9. They kept putting me back to 4 or 6, another call, back to 9.

About 5 technicians called telling me that 9mbps is the best I can get, which I accepted. They all said they'd sign the line off... which shouldn't be getting charged for until it's approved by them, which they'd do there and then.

Then I got my bill. They charged me for both lines concurrently, effective, the day I ordered it. Not the day they connected it. Thing is, technically, it hasn't been connected.

Call every day and everyone tells me it's tech/billing/sales fault. Depending who you talk to. I've had dozens of promises to have my query fixed (after 20 minutes explaining to them how prorata works and that R700 overcharged can't be an average) and that they would get back to me. To date, not a single person has called me back that promised they would. The most recent of whom are Linda Nkutha (a manager who was meant to call me back that day but didn't) and Yonela (who was told to call me on behalf of Linda, who's on the phone 24/7, who ALSO promised to call me back, this time in "10 minutes"... whic his now 2 hours ago).

If it's everyone's fault, then why can no one sort it out?

4 staff members were meant to get mobile contracts, thanks MTN. 3 sets of friends were planning on upgradding to fibre. That's a lot of lost business just because everybody refuses to make a call and do their jobs.

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Gareth H's update21 Feb 2018, 10:03
Reviewer Update
Your month late response is absurd for a number of reasons: 1) You never assisted, ICASA had to be called in. So really, I assisted, by using a watchdog as a threat; 2) Adjusted it for what? I was running perfectly on my forced to be on 4mbps line. 3,95mbps this morning. 3) I have already, thanks to ICASA (and having to get them to chase it after Telkom again dropped the ball), spoken to another 2 ladies, one of whom did nothing, one who eventually sorted my billing after multiple calls, emails and harassment and eventually an operations manager, the outcome of which still pending. What the "fulfillment team" (sic) intends on doing, after I've had to forcefully rectify my own issue, even though I've been reverted to where I was THREE MONTHS AGO, is beyond me. 4) Why exactly must I make my comment private? To save Telkom from publicly having egg on their face for being less than useless? Surely by now, you're used to that. There's no "personal information". Time for apologies expired over 3 months ago. Now it's time to work. I think you guys need an entire restructuring. Cause your left hand doesn't know what your right hand is doing. Probably because it's not doing a damn thing. It's become numb from sitting on it so long. If only I was the only person with this EXACT same problem. But there are hundreds, thousands of us. You guys need to "catch a wake up". These issues aren't just affecting the cutomer, but yourselves too.