Incorrectly debited and utterly disgusting service received

Item: Telkom
Rating: 1

It is of great disappointment I write this review based on a huge inconvenience and utterly disgusting service I received from Telkom and its representatives. I have been a loyal client of Telkom for more than four years, and have never had a problem with the service provider until recently. I have never missed a payment, and have never had account queries. Telkom has always been my preferred internet service provider for a very long time. This has however changed based on my recent experience. March 2015 I subscribed for a router with Telkom for R1091 pm. I provided Telkom with my standard bank account details to debit. However, as from June 2016 I then changed the bank account details and communicated the changes to Telkom on which account they should debit going forward. Furthermore to that I specifically requested Telkom to remove/delete the previous banking details from their database. For the past few months I was under the impression my standard bank account details have been deleted from Telkom’s database as payments have been going off the FNB account details I provided them with, of which it is not the case. Its very concerning especially with ***** prevention, clearly my information is highly at risk, which also puts me in an unease situation where trust is no longer there especially coming from my network provider. On the 30th September 2016 Telkom debited both my accounts, an amount of R1091 on each account. I was very unhappy about this and made contact to Telkom on the 1st October 2016 to inquire about the reason for this, as well as to ask for a full refund as soon as possible as I had other debit orders that needed to go off on the account they were supposedly not to debit. Between the 1st and the 27th of October 2016 I have been speaking telephonically with more than eight agents, at least three managers (namely; Phumla, Charmaine & Nkosinthi), and I have been issued with four reference numbers ( ********** 0; ********** 8; ********** 2 & ********** 9). All of this for just one simple case enquiry. No one was/has been able to provide me with concrete information with what is going on, I was promised to be called by managers with answers and solutions that never happened. Instead I have been the person calling and doing follow ups on a daily bases and yet I’m still faced with an unresolved issue till this day. It’s very disappointing and unfair as if it was an error coming from my side Telkom would be quick to jump however now that an error was done By Telkom I’m been given a run-around by an error that was made by the company. These are the repercussion I experienced due to this huge inconvenience: 1. Other debit others were not able to through as scheduled; 2. I am behind on payments with my other creditors, and; 3. I have bank charges (penalties) for these debit orders that bounced back. Based on this huge inconvenience and bad experience (service revolted) I had received from Telkom, these are my expectations: 1. An email followed up with a phone call explaining the cause of this predicament; 2. Full reimbur*****t of the R1091 to my account; 3. My standard bank details to be deleted from Telkom’s database after a full refund has been processed, and; 4. Free credit for the next 3 months as a good will gesture for the inconvenience, and poor customer services. Telkom has 24 hours to respond to this complaint. Failure to do so will lead to: 1. Cancellation of the debit order (no explanation, no payment), and; 2. Possibility of contract cancellation. NB: I will be contacting my lawyer for advice, should Telkom think of trying to blacklist my name… Thandolwethu Twala

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