for so many years being a loyal customer and they slapped it back in my face!!!

<p>· I have been a loyal customer of Telkom mobile since 2014</p> <p>· On the 18th December 2016, I took out a new contract with them, as my previous one had expired in October. My new Package is for R249 per month. As I have been with Telkom since the 2014, they did not require for me to fill in any documentation, such as an application form. They merely asked if all my previous information and requirements remained the same, of which I confirmed they did.</p> <p>· On that day – I received a new mobile phone and later on, on the same date in mention, I contacted them to advise that I would actually like to decrease my monthly spending, on the phone to zero. I was advised at the time that, by the consultant, that Telkom could not reduce my amount to zero and was asked to select another amount. I suggested R5.</p> <p>· Unfortunately in mid January, I misplaced my mobile phone and immediately called Telkom to suspend my number. The Consultant confirmed that this had been successfully actioned on the call. Although very disappointed to have lost the new phone, I was relieved that Telkom had suspended the number.</p> <p>· On the 20th January, I expected Telkom Mobile to debit my account , as usual - the 20th of each month is the agreed debit date and the same date that I had been debited for, over the last 24 months with Telkom Mobile. As my details didn’t need updating, this information shouldn’t have changed. Surprisingly I was then debited on the 5th of February! Out of sheer frustration , I popped into my local outlet to ask them why they had taken it upon themselves to debit me on the 3rd? I had never given them permission to change my debit date? The consultants at the outlet advised that they couldn’t assist me, and that I would have to make the appropriate enquiries to their National Contact Centre line. I did this immediately and spoke to someone called “Lerato. She confirmed that nothing had been changed on my account and couldn’t explain the reason for the debit date being moved from the 20th to the 3rd. She confirmed that my next debit date would be on the 20th Feb. She also went on to advise me that my bill would amount to R1221.31. I was horrified and asked her to explain how Telkom had come this this amount. She advised that the amount reflected was for December and January – the statement attached shows the breakdown clearly. </p> <p>· After seeing the statement – I lodged a formal complaint with Telkom Mobile for the following reasons:</p> <p>1. Telkom mobile was instructed and had agreed that from the 1st January 2017 I would have my phone spending amount decreased to R5.00 They billed me for the extra usage for January – but why did they not suspend the spend after it exceeded R5.00 or send me the normal communication</p> <p>2. They charged me for a failed debit order, but I never agreed on the debit date of the 5th – as I get paid on the 20th and Telkom Mobile Consultants have confirmed this (their calls are recorded). They changed the debit date and then charged me for their mistake?</p> <p>3. Lerato advised me after our conversation that he would bet back to me – to this day he has yet delivered on his promise? NO customer accountability!</p> <p>4. I have had to follow up on my case (Case no : ********** 7) - only to find out that the case hadn’t actually been correctly logged and was therefore never sent through. The consultant advised that they would look into it and get back to me. Again I have yet to receive a call from them</p> <p> </p> <p>As a result of this poor experience, all which is no fault of mine, Telkom mobile have now negatively affected my credit profile. They have also caused me to pay bank charges with FNB. I am also left with a huge phone bill that should have never happened. A lot of my personal time has been spent running after them – instead of them taking ownership and responding and resolving my issue.</p> <p>I need a response back from Telkom Mobile with RESOLUTIONS to my issues.</p> <p>Please may you kindly assist</p> <p>Kind Regards</p>