1 reviews | Active since Mar 2017
Incorrect charges /misinformation /poor customer services
<p>this was not disclosed to myself and asked him to carry out an investigation and retrieve the call recording. I told him that I am not prepared to pay data charges due to the agent creating a false impression in addition to the incorrect allowances loaded as reported in the case logged. He reassured me that this would be sorted. While at the store, a helpful consultant took me through my bill breakdown and some of the charged data was for usage during the daytime. My wifi is always at home and I am at work so those charges didn't make sense.</p> <p>Since speaking to Charles I have received no feedback regarding the incident I asked him to investigate neither did I receive any feedback to my original issue.</p> <p>I have mentioned on plenty of occasions that I will escalate to Icasa if I receive no joy. Apparently thay doesn't bother Telkom</p>
Hello DeniB
This response serves as confirmation that your query has been received.
Your reference number : AI***
Your query has been sent to our billing team for assistance.
Regards
Noleen
Telkom Social Media Team.
Best regards,
Hello DeniB
This response serves as confirmation that your query has been received.
Your reference number : AI***
Your query has been sent to our billing team for assistance.
Regards
Noleen
Telkom Social Media Team.
Best regards,
Hi. The initial review for AI ********** is incomplete. In order to investigate this fully, please note the following:
Telkom case no. ********** 9 and ********** 3
Issues: 1. poor customer experience. One agent claimed system issues and whilst waiting for her system to work she dropped the call on me. I was on the call for around 40 mins. Complained to a TM but i am certain nothing was done
2.Case not attended to since lodgment , i.e 15 Feb 2017 and 16 Feb 2017. Each and every time i call in for an update i am told that it's still being investigated. On one of the numerous calls made, i requested a cap be placed on my package. The agent confirmed that she would place a cap of R10. When i was querying the charges in 3 below, i was called by an escalations agent, Charles Lengege who advised that the cap was not placed. He also advises that the cap would take 30 days for it to be activated. I advised him that the agent who placed the cap did not advise me of this and requested an investigation to be completed. When i asked for a ref he advised that none is available. Whether he escalated? Who knows
3.Incorrect billing - was charged around R250 for data usage. Assistance at the Gateway store took me through the charges and majority of the "charged"usage was for a time i was at work. My wifi is left at home. My 62 year old mother with no cellphone certainly did not use it. Apart from this, even if it was used, shouldn't the R10 cap which was "supposedly"activated kick in? Oh dear me, i forgot, it takes 30 days to activate....
I am in the process of filing with the NCC and will proceed if the issues are not rectified in 5 working days
Hi. The initial review for AI ********** is incomplete. In order to investigate this fully, please note the following:
Telkom case no. ********** 9 and ********** 3
Issues: 1. poor customer experience. One agent claimed system issues and whilst waiting for her system to work she dropped the call on me. I was on the call for around 40 mins. Complained to a TM but i am certain nothing was done
2.Case not attended to since lodgment , i.e 15 Feb 2017 and 16 Feb 2017. Each and every time i call in for an update i am told that it's still being investigated. On one of the numerous calls made, i requested a cap be placed on my package. The agent confirmed that she would place a cap of R10. When i was querying the charges in 3 below, i was called by an escalations agent, Charles Lengege who advised that the cap was not placed. He also advises that the cap would take 30 days for it to be activated. I advised him that the agent who placed the cap did not advise me of this and requested an investigation to be completed. When i asked for a ref he advised that none is available. Whether he escalated? Who knows
3.Incorrect billing - was charged around R250 for data usage. Assistance at the Gateway store took me through the charges and majority of the "charged"usage was for a time i was at work. My wifi is left at home. My 62 year old mother with no cellphone certainly did not use it. Apart from this, even if it was used, shouldn't the R10 cap which was "supposedly"activated kick in? Oh dear me, i forgot, it takes 30 days to activate....
I am in the process of filing with the NCC and will proceed if the issues are not rectified in 5 working days
The conversation with Charles took place on the 6th of March at 17:11
The conversation with Charles took place on the 6th of March at 17:11
Good day Denisha ,
Apologies for the delay.
Your query has been logged and sent to our Billing Team, case number ***8.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
Best regards,
Good day Denisha ,
Apologies for the delay.
Your query has been logged and sent to our Billing Team, case number ***8.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
Best regards,