More like Hellkom than Telkom

I contacted Telkom last year to voice my dissatisfaction of having to spend excessive amounts on additional data bundles as I was only on a 1.5GB tariff (Freeme topup with no chance of running up a bill)

The advisor I spoke to at the time was actually quite helpful and was able to provide various options.

Due to still being in contract, I confirmed several times with the advisor for confirmation that the only thing to change on my monthly payments was going to be the tariff value I am being charged for, and that the device plan obligations would remain the same for the remainder of the contract.

The advisor provided me this assurance and the tariff change was agreed to and accepted.

I then received my bill and saw Telkom had charged me the full device plan settlement amount, which was the exact opposite of what the advisor had assured me would happen. I reversed that direct debit and contacted Telkom to try to rectify this.

After logging a case, I was assured that the matter would be looked into and I would receive feedback, this did not happen and instead I was charged R10000+ from my account a second time, which I reversed as well.

I continued attempting to contact Telkom, however, it would seem that their process to resolve complaints is to open the case and then close the case without actually resolving the case.

After raising probably more than 4 cases which were all closed without me receiving feedback, I managed to speak to an agent would actually tried to assist.

Receiving this news at the end of the month would have been great news, had they not taken R5000 from my account, this time, I could not reverse the funds.

What makes matters worse is that this problem stems from them yet, my service is being interrupted and I am the one having to chase up constantly and re-explain this EVERY TIME I CALL.

They have hung up on me, transferred me back into the queue, kept me on mute so I can think that the line is dead and have completely shredded my confidence in Telkom.

This is not the Telkom I joined in the first place. When I had problems, they listened and responded accordingly, now... Now they're just a company that excels at creating unsatisfied customers.

I wouldn't even be surprised if this goes unnoticed and I end up having to chase up again.

I mean, to resolve this is so simple.

Take the device plan and schedule it over the remainder of my contract as promised, set the monthly payments correctly, unsuspend my line and refund me the difference that is not currently owing. IT'S THAT SIMPLE!

Why does it feel like mission impossible then?

Ridiculous I tell you...