Incorrect / Mistakened Billing

I have had a Telkom account since 2008 in relation to my landline and obtained two other mobile devices in March 2016, namely an Iphone and Ipad. Through the years, my details have remained on their database in respect to the three devices under my name.

In 2017, problems began with Telkom incorrectly and mistakenly confusing the billing details of the mobile devices . Telkom would mistakenly not include the Ipad device as an item on the monthly statements and I have made several phone calls to the call centre constantly enquiring on the status of my account on a monthly basis and being duly informed by a consultant of the amounts due and payable for all three devices under my name on their system. I have been making payments timeously on a monthly basis. towards my account in the same method since 2008..

Initially, I was told the Ipad was not in arrears and then the Iphone was blocked for 5-6 months claiming the device was in arrears despite receiving monthly payments and having provided proof thereof. After many calls to the call centre, complaints and trips to the Telkom stores, the Iphone was eventually unblocked and they noted the error made on their system and both mobile devices were operative and not owing.

On 20 December 2017, I called the call centre to have the IPad device blocked. It was on 3 January 2018, upon my telephonic discussion with a consultant to have the Ipad device unblocked, when I was then informed that the Ipad device had been suspended by Telkom after I had blocked the device as it was in arrears and that I had never made payment towards the device since obtaining the contract in March 2016.

I find it strange that suddenly towards the last few months of my contract for namely the said mobile devices (Iphone and Ipad) which expires in March 2018; that there are suddenly billing issues in regards to the two mobile devices, where Telkom will claim to receive payment for the devices and then proceed to block the one or the other mobile device, mistaking the details of the devices by excluding one mobile device and/or including one of the mobile device as an item on my monthly statements.

Telkom does not timeously deliver my monthly statements and there are months where I have not received any statements from Telkom but I have managed to make payments every month by calling the call centre (which should be on their recorded line and system) and having a consultant inform me of the amounts due and payable for all three device including the iPad.

On 8 January 2018, I sent an email to a Telkom consultant, Nozipho Thubelihle Makhanya, stating my query about the misinformation I have received from Telkom regarding the status of my account and further attaching proof of payments and relevant statements. To date I have not received any assistance regarding my query from Telkom and its consultants.

This is unfair on the part of Telkom as I have been a customer for many years and never experienced such a problem. Instead, I have had poor service and lack of understanding in relation to my matter.