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Christine L

1 reviews | Active since Mar 2013

21 Sept 2017, 13:21

Epic Service Failure!

On 21 February 2017 I app**** for a Smart Broadband Wireless contract at Telkom Greenstone Branch. I completed a cancellation form for my old FLLA wifi (as I no longer needed it) which the staff member faxed in front of me. She informed me it would take 21 days to cancel. A couple of months later I was still being billed for the FLLA line, which I continued to pay. I went to the Telkom Greenstone branch again to enquire why I was still being billed...the staff member said it would be better if I contact Telkom myself to enquire (nice one!) On 16 August 2017, I spoke to Teresa Emmanuel...explaining the whole story, I was told that she would escalate the enquiry and that someone would contact me. No one contacted me and I have continued to receive bills, which I now refuse to pay! On 18 September 2017 I spoke to Sibonelo Nidimande...explaining the whole story again. Sibonelo told me that Teresa had escalated the query...on Saturday 16 September (one month after my initial query) and I was to wait for someone to contact me. Today I received an sms stating that I had now been handed over to MBD Credit Collections. I am beyond FURIOUS! I contacted MBD and explained the whole story again...and they told me I must go back to the Telkom Greenstone branch again...seriously!! For what...more running around and more useless service?

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CL
Christine L's update19 Dec 2017, 09:05
Reviewer Update
Good day Telkom, I am bitterly disappointed in the service that I have received from the various Telkom agents & the Telkom Greenstone branch that I have dealt with over the past few months. It does not seem that anyone is at all concerned about resolving this issue. I am still being billed for a service that I cancelled months ago and I service that I do not even have anymore. In my discussions with Teresa Emmanuel on 16th August 2017 and Sibonelo Ndimande on 18th September 2017 (of which I have records of these conversations), I was assured that this issue had been escalated and would be sorted out and the bills that I had been charged would be back dated - nothing was done. I contacted Telkom again on 6th November and spoke to Akhona who requested that I send my original cancellation form through to him again and he would sort out the cancellation. I did this and have followed up with him numerous times since then and have had no response...only more bills being sent to me. It is now the 19th December 2017 and I have received yet another bill, tried to contact Akhona again - no response - still nothing has been sorted out. For goodness sake!! This is ridiculous! How hard is it for someone to cancel an account? It seems the whole of Telkom can even get this right. I am at my wits end....what is it that I am supposed to do to finally have this simple issue sorted out? Please can someone competent assist?