Msunery Service- Telkom from 10 to 0
Telkom is losing one of it's objectives as a trusted network provider. I have been a loyal Telkom customer since 2014. Three months ago they slammed me with an invoice amounting to over R1800.00, I called to enquire and they told me it was because I used minutes , messages and data over and above my plan (which was capped), they uncapped it without my knowledge- Number one.
I then made an arrangement to have the full amount debited off my account end of June, which they did, I also was not aware that my account was handed over to the credit bureau. (That means a low credit score for me and a bad payment record).
I then called them to end my contract service as I did not wish to upgrade at the end of July and was advised to send a cancellation 30 days prior. They mentioned that I should download a cancellation form and submit with a copy of my id to ********** I then called to follow up but was told a different story again, I needed to cancel it through a link which the call center agent sent to me. I finally figured it out and went in onto my account (There was a telkom land line linked to my account that I did not know of and I had disputed), I fortunately cancelled my contract (I am currently on prepaid but the last debit was set to be the 2nd of August 2018.
On the 1st of July, I got a statement showing that I owe R2155.69. Out of that lot, I took credit for R299.66 which was my balance for the rest of my contract term
On the 10th of July I called and spoke to a friendly and helpful Bonke Moses Thanduxolo Conjwa whom confirmed that the balance on my statement was because my payment of +R1800.00 only reflected just after they had distributed monthly invoices. He also confirmed on mail that R299.66 will be deducted end of July. I then asked him to put all that he had sent to me on e-mail and have it on Telkom's letterhead (I am currently applying for a bond and they are picking up my outstanding balance of +R2155.00 which was debited end of June). Bonke e-mailed me advising that he has sent my request to the correct department to send a letter showing that I do not owe any amount except my last premium of R299.66. He e-mailed me to say that it would take 7-14 working days for me to get the letter. To this day I still wait...
The bank called and asked me to follow up on the letter, I called Telkom in the morning (26 July 2018) and the call centre agent told me to pay the R299.66 at ABSA as advised that I will get the paid up letter asap. After making payment, I called the call center again and spoke to a guy that told me a totally different story, he said the money will only reflect in 36 to 48 hours and until then he can not give me any form of confirmation that I do not owe +R2155.00, after trying to explain my story to the agent, I then requested too speak to someone superior by the name of Toni , an unhelpful lady who didn't care whether or not I open a court case, she even advised that a court case is the only way to get a copy of the call record.
I called Telkom back some minutes ago hoping to speak to a more helpful person and also hoping to end the day with a simple letter stating that I am not in arrears as I appear on ITC. The lady I spoke to was Thembelihle Zulu whom explained that they are not allowed to issue letters and that only a specific department can do that. I have sent her the Proof Of Payment of the R299.66 and I assume I will have to wait for 21 days like that msunery Toni mentioned.
The thank you I got for being a loyal customer, freely recruiting people to join your network because I believed it was for the people. I guess I was wrong 4 years later.