Grave disappointment with Telkom mobile

Item: Telkom
Rating: 1

My name is Angela Pinkrah ********** I usually receive my bill through my email. In March 2016, I received an SMS from Telkom stating that my LG G3 phone will be receiving spending limit effective from 1 April 2016. I called Telkom and told them that I do not need this spending limit and therefore they should cancel it. What I know is that all my contracts do not have SMS option or spending limits. On the 30 April 2016, a debit order went through for amount of R1 216. When I checked my invoice I noted that usage fee for SMS amounting to R329.50 and once-off internet bundle of R19.50 have been added to my bill for April 2016. I called Telkom in May 2016 and complained about the extra charges. They promised to credit me on my May 2016 bill which they did and when my bill for May came they also charged me again for the SMS usage of R350.80. I called Telkom during May 2016 again and made the same complain again and they once again promised to credit me on my June 2016 bill. In June 2016 I got the credit of R349.50 and again charged me R349.40 for SMS Usage. I called Telkom in June 2016 to complain about the SMS usage they charged me. I was told that I have been sending SMS which I protested because my contract does not permit SMS in the first place. An Itemised bill was then emailed to me for April 2016 and I noted that every 28 – 30 seconds in 24 hours an SMS is sent to one particular number ********** 539035 from my phone. This did not make sense to me because it meant that I did not sleep in the whole month. Moreover, I know nothing about the said number and my contract does not even include sending local SMS let alone International. I called Telkom and told them that I do not know this number and that my contract does not even include sending SMS in the first place They then promised to Credit me on my July 2016 bill and when the bill came they did not credit me with the said amount of R349.50. In June 25, 2016 I went to upgrade my iPhone from 4s to 5s. The representative told me that Telkom will pro-rata my new contract for June 2016 meaning that I was going to benefit Portion of the new contract package and in July get the full package. I agreed to tha and was t I was also told that Telkom automatically adds spending limit on my contract so If don’t want it I call to cance it. On 27 June 2016 I called Telkom to cancel the Spending limit and I was told that the new contract is not activated so I should call on 1 July2016. On 1 July 2016 I called Telkom to cancel the spending limit and I was told that my bill had already been issued so the cancellation will be activated on my August 2016 bill. On 5 July 2016, I received my July bill and my total debit order was R1619.20. I then called Telkom on 5 July and complain about my July bill. This was my complain: 1. They did not credit me of the SMS usage of R349.50 2. iPhone charges of R518.80 which should have been R299 since the new contract was only activated on 1st July, hence the pro-rata could not materialised. 3. Add on internet bundle of R142.80 A case with reference number ********** 6 was raised and I was told it takes 72 hours to resolve cases. On 12 July 2016, I called Telkom to follow up on the case and I was told they have credited me with R142.80 but the rest they are investigating them so they will come back to me. On 31 July 2016 an amount of R1476.40 went through my bank account. Since Telkom was not resolving this issue and I did not have such money for phone cost, I had to reverse the R1476.40 from my bank and paid R577 which consisted of (299+299+329-350). I have three (3) lines with Telkom and my bill for the month is R927 and I deducted the R350 for the SMS Usage which they failed to credit me in July. On 23 August all my 3 line were suspended from call out and data cut off. I called Telkom on 25th August 2016 to find out why my lines were cut off. I was told that I owe Telkom R899.40 and if I don’t make payment services to my lines will continually be suspended. They said Telkom tried to call me and they did not get hold of me therefore the case on 5 July was closed. A new case with reference # ********** 7 was raised on 25 August regarding the same issue I raised on 5 July. I have being calling Telkom to follow up on this case and everyone who answers me says that my case is being attended to and for how long Telkom would take to resolve the case they cannot tell me. On 31 August 2016 Telkom deducted R892.22 being full monthly amount from my bank account mean while my service had been terminated from 23rd August. On 9 September 2016 I received a threatening SMS from Telkom saying that If I do not make payment of R899.40 within 48hours, they will terminate their services, hand me over to their attorneys for collection and list me at the credit bureaus. I then called Telkom to find out why that message because I had raised this issue on the 5 July and again on 25 August and Telkom has not resolved the case and yet has suspended call out services to my lines and on top of it added this R899.40 onto my September bill so why were they threatening me. The accounts department could not explain . On 10 September I went to greenstone outlet and complained and I was told to wait for the case to be resolved first and then if I am not happy raise another case. On 14 September all my 3 lines were suspended from all form of services such that I could not even receive calls. The unfortunate thing is that my lines are linked to my Bank account, SARS and my company platform on which I daily communicate with my Directors. Since 23rd august that my services were suspended have not been able to communicate effectively to my Directors and this has affected my Work greatly. In addition, I have not been able to monitor my bank account effectively. By this message I hope the appropriate office would be directed to act swiftly to solve this misunderstanding services to my line can be restored quickly.

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