Horrible Customer Service & Assistance- NO TRUST

<p>I was a loyal Telkom supporter for 3 years now.... in fact I moved over from a previous service provider to Telkom because of the good reviews I’d heard from friends and family about their service etiquette as well as the fact that there is way more control with Telkom regarding monthly service fees in that I would be able to manage that myself and closely too with the help of self service tools.</p> <p> </p> <p>I was due for my first upgrade which I went in store to do because of my previous bad experience with network providers I had taken someone along with me to make sure everything happening was witnessed. I got my new phone and I clearly stated to the lady who had been helping me that I wanted everything to be exactly the same as my first contract in that the money that would be debited from my account month to month would ONLY be for the device itself and for the bundle that I chose, any additional spending limits etc I would manage but that she needed to make sure that my account would only be debited for R649 (Device+ FreeMe Bundle).</p> <p>In October I noticed that my account had been debited with an amount of R1349.00. I found it very strange but then blamed myself for it thinking that maybe I had increased my additional spend limit to that amount for additional bundles etc hence I let it slide. When the month of November came around I made SURE that I did NOT purchase any additional data, minutes etc with the usage of increasing my spend limit as I could not afford such a massive amount again being deducted in December being that its festive period etc hence steered clear and when I ran out of data I left it that way to keep tabs on my spending.</p> <p>When It came close to the 01.12.2016 I called the call Centre on the 24.11.2016 to confirm my debit amount that would go off and much to my dismay the agent confirmed that it would be R1349.00 AGAIN. I knew this was impossible as I KNEW for a FACT that I did not buy any additional bundles and the amount should be R 649.00 turned out that the woman who assisted me in store when I got the upgrade added an additional R500 to my contract to go over and above what I had requested for!!!! This really ****ed me off because that was NOT my instruction and I had already made a massive effort to make sure she understood what amounts needed to go off and obviously took it upon herself to add an extra R500 spending limit which would leave me paying R1349 EVERY MONTH!!!!</p> <p> I had words with the call centre, logged a case made it clear how much stress id been under and demanded that they fix it and make sure that on the 01.12.2016 my account would only be deducted for device and bundle as I could not afford that massive amount again being that it was not my fault etc. They logged a case and frustratingly took and ENTIRE week to resolve it.. nonetheless I got an sms to say the case had been resolved and that I should call the Centre for any further information I needed relating to the case which I did... in order to confirm we were on the same page .. that was yesterday.. spent 20 minutes on the phone with the agent named Kevin and he CONFIRMED that the case was in fact resolved and that R1349.00 would not be deducted and that they credited my account and gave back the money that was wrongfully deducted only for the month of DECEMEBR in the first place he said that come 01.12.2016 I would only be paying for device and bundle... I wake up this morning and what do I see... an SMS with a debit order that went off with the amount R1349 from Telkom...</p> <p>I called the Centre again and spoke to an agent and my anger was very easily noticed and again I get told by this agent that she would LOG ANOTHER CASE... this totally ****ed me off and I said I refuse to have another case logged to have to wait another WEEK to get my money back and that she needed to put someone more superior on the line immediately to attend to me and resolve this right now... she let me know that her manager/team lead was already on the line doing a case escalation for one of the other agents and promised that the manager would call me back by the latest 11am this morning... I told her to add more notes to my case in the meantime stating everything and with the update and basically that they had not resolved what they said they did and now I’m short on cash because of it...</p> <p>It is now 11:30am and still no call……I am definitely cancelling my services with them as I’m deeply disappointed, reason being I gave them ample opportunity and time to help and fix their mess up before I took drastic measures involving my attorneys, ombudsman , social media etc and they promised they would deliver and I trusted their word for it because I looked at it that everyone makes mistakes and should be given the chance to rectify before just flipping the coin on them..</p> <p>I am definitely now at that point and demand that they give back all my money that they should not have deducted from the first month of the contract to date and which is R700 for each of the months October November and December as since then I had been paying an additional R700 that I had not requested for and that was not what I wanted...</p> <p>Telkom you have disappointed a very loyal customer who has been in your corner since I joined the family and since have been referring MANY people to you because of it.. I regret ever doing this and demand that you fix this mess that you caused and give me my money back that you wrongfully deducted from the start of my new upgrade!!!!</p> <p>I sincerely hope that in future you managing these types of monetary cases with a closer helping hand and a sense of urgency as I could sit here the entire day with a list of worries, concerns and responsibilities I have and need to attend to and now cannot because of money I don’t have due to your mistake. I am under immense pressure because of this and please do not be surprised if you get a counselling bill from me… You need to understand that money to most is not something you can easily play around with and can have a massive bad impact on one’s credit record by small mishaps in this regard and could have major repercussions in the long run for the person like me on the receiving end. I paid for a service that I never got… you had one job to do and you couldn’t even do that… customer service and understanding was all that was asked for and that you couldn’t even do.</p> <p> </p> <p>Cheers</p> <p> </p>