Misleading and Misrepresentation of Migration

Telkom Support/Billing Team, I am writing to express my absolute dismay at how my billing concern and complaint have been handled since my line suspension in October. The entire situation has been frustrating and deeply disappointing.

Between the 10th and 20th of September, I received a call from a gentleman who was evidently eager to make a quick sale. He advised that my line could be migrated from Flex on 8 to Flex on 10. I distinctly remember asking multiple times if this change would incur any additional costs, and each time, I was assured that it would not and that I could revert to Flex on 8 if needed. Now I am receiving bills for something I never signed up for or want for that matter, this surely does not align to TCF principles, and I am sure I’m not the only client that is treated in this manner. I have 3 lines with Telkom and after my contracts end, I will not continue doing business with Telkom.

What is perplexing is that I have raised this billing concern with Telkom not once, but twice, over a span of 3 to 5 days, yet I have not received satisfactory responses. Instead, escalations have been sent with incorrect context. For reference, the case numbers are ***7 and ***0. This issue only came to my attention due to the line suspension, leading me to make multiple calls to the call center over two months.

I am absolutely appalled at how my matter has been dealt with, with no investigation into listening to the actual call that initiated this situation. This lack of investigation is unfair to me as a client, and no service or solution has been provided to address my concerns.

In short, my expectation is for Telkom to take responsibility for this service failure. I do not want to be on FlexOn10 if it comes at an additional cost. I would like my contract to revert to its state before this migration, which has adversely affected my billing. Additionally, Telkom must take responsibility for the negligence of its Sales Agent.

I am frustrated, really annoyed, and definitely not happy with Telkom's handling of this situation and not taking responsibility for their negligence.

Expecting a call to resolve the matter ***