Get away from Telkom ASAP!

November 2018 I started a 4 Meg Fibre contract with Telkom as they were the only supplier in my area at that stage. In May 2019 they informed me that they don’t support 4 Megs in my area anymore and I will receive a “force upgrade” to a 10 Meg line at no additional cost to me. The June 2019 bill however indicated that I now have a 4 Meg and 10 Meg line to pay for and this is backdated to May.

No one at the Telkom shop could assist, but they can “help me log a call”. Same with everyone I talked to at the numerous helpdesks where I was shoved from pillar to post as Billing says it is a Sales issue and Sales says it is a Billing issue, Billing then decided it is a Technical issue, Technical said it is a Billing issue, but if Billing stays it is Technical then it must be a Service issue. Between June and October 2019, I logged numerous calls which were all closed (with status “resolved”) without any action being performed. In November I found someone in Sales which assisted in fixing my account going forward, but the accumulated erroneous overbilled amount was still on my account and the interest was piling up as well. It was impossible to find anyone in billing to assist. Sales gave me an internal mail address to use and even send a mail on my behalf (Attaching a full reconciliation I did indicating what I needed done). All of these were received by the Billing department, as I received a SMS with an incident member. These incidents were all ignored for 5 days and then closed (again with status “resolved”). I requested the calls to be re-opened but had no way to track who is working on it, how I could assist them to understand the issue etc. and I am still no closer to resolution. My line was also subsequently suspended although all I talk to agree that this is due to an admin issue on Telkom’s side.

I suspect that I am now black listed as no new provider want to approve my application. It is obviously my own fault because I started using Telkom in the first place, association with this organisation will just cause grief in the long run.