HOW CAN IT TAKE 7 MONTHS TO FIX A BILLING ERROR

WHERE DO I START....... It’s been 7 months, numerous complaints on Hello Peter, calls and emails to Mondo and still Telkom is not able to fix a SIMPLE billing error. The contract I took out was for the 20gb day / 20gb night @ R449 incl. the device. I am been charged R499. (R449 for subscription + R50 device) – the device cost should be included in the R449 as indicated on the Telkom website.

I now receive an invoice for triple the amount and do you think I can get anyone to fix it. I keep getting told the cancellations & billing department will call me. I have heard this for 7 months and not 1 phone call.

EVENTS:

Numerous phone calls to Telkom to try get this query resolved. 2 months pass and still not rectified, so I decide to go to Hello Peter.

1. Complaint on Hello Peter – in response I received a reference number: A ********** 1 (5/6/2017). when I queried feedback from Telkom I am told this number doesn't exist. So they can't help me. They log another call and I never hear from anyone.

2. Complain again on Hello Peter - in response I received a reference number: ********** 3 (9/6/2017). Again no feedback from anyone but the Telkom online Track an issue indicates it was resolved on the 14/6/2017. It wasn’t. still wrong billing at R499

3. Complain for the 3rd time on Hello Peter - I received a reference number : ********** 2 (26/6/2017). According to the Telkom online Track an in issue, the problem was resolved on the 3/7/2017. Needless to say the wrong amount is still been deducted R499. Never fixed, so how can the problem be resolved.

3rd July - Kim from Mondo calls me and I explain the whole situation to her, she then tells me she has to log a call with Telkom billing and will get back to me. This never happens. I have to call in continually to get told the same thing over and over. Its with Telkom billing…….

Over the next 3 months, I have been in contact with Mondo and spoken to various people. I have spoken to a Kim / Roland / Sherwin. They all tell me they have escalated the query through to billing at Telkom. After another call to Mondo towards the end of September I spoke to Roland who indicated that the billing has been rectified on the 4 September and I will be charged the correct amount of R449 at the end of September and Telkom was working on a credit for the past 6 months incorrect billing.

Needless to say, the WRONG amount went off my account on the 30th September. I went online to view my account and GUESS WHAT …….. I now owe Telkom R1346-35. BUT IT GETS BETTER……. When they rectified my billing at the beginning of September, they cancelled the contract and then charged me R900 for the device for early cancellation ??????????? THEY RELOADED THE CONTRACT AGAIN AND GUESS WHAT AT THE WRONG AMOUNT AGAIN………………………………… R499 AND NOT R449. SERIOUSLY………

I called Mondo yesturday and spoke to Kim. I told her to fix the problem immediately or cancel my contract and I will not be liable for any cancellation / device costs etc. as I am at no fault, Telkom is and they refuse to fix the problem. They are in breach of the contract I agreed to.

Today I get an email from Telkom - reference number ********** 2 to say my query has been resolved.?????????????? Immediately after that I get another email from Telkom – reference number ********** 8 to say my query has been logged???????

I then go online to the Telkom online Track, and it indicates “cancel Product”. Which is fine, but are they now going to invoice me AGAIN for the device?????? I spoke to a lady at Telkom who has amended the reference number ********** 2 and requested that the cancellations and billing department to call me. I HAVE NOT RECEIVED A CALL FROM EITHER DEPARTMENT.

So what is going to happen……. Telkom will invoice me twice for the device, cancel my contract and deduct the R1346-35 PLUS ANOTHER R900 at the end of October and I will never see the refunds due to me or the credits for the devices. If anything Telkom and Mondo owe me money for the cost of all the phone calls and time I have wasted trying to get it sorted.

PLEASE TELL ME WHAT I AM SUPPOSED TO DO NOW.

I don’t want another reference number, I want a MANAGER to call me who can fix this for me once and for all. 7 MONTHS IS RIDICULOUS TO FIX A SMALL BILLING PROBLEM.