Non-transparent billing

I currently hold a total of 4 contracts with Telkom Mobile and was shocked at the billing when I looked at last months invoice.

I called into the Call Centre on Monday seeking for clarity on the billing and I got through to Nosipho Sithole. We were on the phone for over an hour and she could not answer the questions I was asking her, she gave me different answers for the same question throughout the call. After a lengthy call, she decided to hang up on me. Sometime during the call, she had sent me an email so I rep**** to that email asking her to please call me back because it’s impossible to speak to the same consultant when you call in. To my disappointment, the call was not returned.

I called back and got through to Nolwazi Nokulunga Carol Mahlangu. I explained the entire story to her and she reassured me that she will escalate the poor service I received from Nosipho and that Nosipho team leader will get back to me with feedback the next day - which was on Tuesday. She further provided me with the complaints team email address of which was full when I tried to submit a complaint on three oaccassions.

Later on that evening, i decided to call back to query the full inbox and asked about an alternative email address. I was transferred to Nqobile Thusini who introduced herself as the team leader. I told her what my issue is and she also provided me with nonsensical information. What she told me did not justify the charges and that really frustrated me. She confirmed that she will escalate the issue to the billing team and provide me feedback the next day. I asked her to provide me with an email address so that I can have a contact and she gladly did that.

The next day - Tuesday- I waited for a call the entire day from Nosipho’s team leader AND Nqobile and non of them got back to me. Later on that day, I sent Nqobile an email asking her for feedback because it sounded as though she is willing to help but unfortunately she did not reply. I sent her another email on Wednesday and she still has not gotten back to me.

I have two big concerns

1. The consultants freely provide their contact details but are not willing to assist when you need help. This shows that there is no accountability, they do whatever and get away with it. 2. Both the consultants and team leaders have minimal product knowledge

All I wanted to understand is the billing of th contracts as it does not correlate to what I signed up for. Understanding of the billing will help me utilize the services better but clearly no one can provide me with an explanation and that’s not fair for a consumer. How am I expected to pay for an unexplainable billing!! This has been one of the worst client experiences. NO ONE CARES!! All you do is pay unnecessary costs. Being bul**** by a large service provider is the worst experience.