OVER CHARGED MONTHLY - NO FEEDBACK OR RESOLUTION - MAILS GET IGNORED - POOR COMMUNICATION AND LACK THERE OF - Case #***1

<p>Extracting directly from my mails sent to Telkom on the 22nd November 2016:</p> <p> </p> <p>"Dear Telkom Management,</p> <p> </p> <p>I am writing this mail to express my complete dissatisfaction with the service I have received in trying to deal with the above case.</p> <p> </p> <p>For reference, my ID number is (removed).</p> <p> </p> <p>I have been using Telkom LTE since the beginning of this year – I was on a 50 Gig day/night contract. On the 08/09/2016 I was contacted by a sales rep by the name of Owen Sigamoney, the call took place at around 08:30 to my cell (removed).</p> <p> </p> <p>Owen offered me a migration package from the 50 gig contract to uncapped – this at an additional charge of R100.00 per month. In this conversation, I explicitly went over details regarding the payment process and confirmed that I would only be charged the additional R100.00 per month and no other fees. He then asked me for my address details to deliver the “FREE” router with my new package, in this call, I explained that I already had a router and did not need another one, he explained to me that this was “FREE” and came with the deal so he needed my details to deliver the router and sim card. I then gave him my details and we confirmed that:</p> <p>· He would change my debit order date to the 8th of the month – this so that I could make sure that I was not double debited (his words and this never materialized)</p> <p>· The router would be delivered to me and it was “FREE”</p> <p>· I would only pay for the new uncapped contract at R100.00 extra per month</p> <p>· The 50 gig contract would not be operational once I activated the new sim card after delivery</p> <p> </p> <p>When I was about to finish the call, he then added that he “FORGOT” to mention the connection or admin fee – and explained this amount. I was a little taken back that he had “FORGOTTEN” to mention this, but accepted it.</p> <p><br />I request that this call be pulled and reviewed to prove my claims.</p> <p> </p> <p>The router and sim was then delivered to me.</p> <p><br />I then contacted the customer care number on the 13/09/2016 and spoke to a Sibusio at around 17:49 – I explained to him that I had received the router and sim card and wanted to know the process going forward. Sibusiso then explained to me that the sim card would be activated in a couple of days and he advised that I would be charged pro-rata rates for the uncapped account. I was very annoyed that this was not explained to me by Owen Sigamoney, but was looking forward to the uncapped account and I accepted this.</p> <p> </p> <p>On the 31/10/2016, I was debited an amount of R2,004.82 by Telkom – I was shocked and did not understand what had transpired for this excessive amount – I should have only paid R799.00 for the new uncapped account, the admin/connection fee and then according to Sibusiso, pro rata rates due to it being activated early – AGAIN – something what was never explained to me when the package was sold.</p> <p> </p> <p>I then contacted Telkom customer care again on the 02/11/2016 – I spoke to a Blessed at around 10:45 who logged the above Case for me. She explained to me that the R2,004.82 was for:</p> <p>· 50 Gig contract still active</p> <p>· Uncapped contract new</p> <p>· Device charges</p> <p>· Pro rata charges</p> <p>· Admin fee/connection fee</p> <p>I trust that all these details explained in this mail are clearly mentioned in this case.</p> <p> </p> <p>I requested to speak to a manager – No manager was available, they were busy with “escalations”. I requested that Blessed please get a manger to contact me, she advised that Lungi Kele would contact me to discuss the matter – TO DATE I have still not received any call from Lungi. Blessed explained to me that the case would be resolved within 2 – 72 hours.</p> <p><br />After 72 hours, I called back and spoke to another agent in the customer care center and they explained to me that the case would only be resolved in 72 working hours – I was extremely frustrated that I had been given the wrong information by Blessed, but accepted that this should be resolved.</p> <p> </p> <p>I never received any updated from Telkom nor any call back from management as promised, this after waiting 72 working hours.</p> <p> </p> <p>On the 17/11/2016 I then called Telkom customer care again and spoke to an agent named Thami, I explained to Thami that I was still waiting for my case to be resolved. Thami then explained to me that the call would only get “ASSIGNED” to someone within the 72 working hours and that Telkom was still tending to my case – This was again poor communication throughout the process. It seems that agents make up processes/time frames as they receive complaints or any pressure in a customer trying to understand why a query is not being resolved. I then requested to speak to a manager again – Thami then advised that her manager was busy with another “escalation” and was not available – this seems to be a trend that no managers are ever available. Thami then said that she would get her manager, Charmaine Ma***o to call me back. TO DATE I have still not received any call from Charmaine.</p> <p> </p> <p>On the 18/11/2016 I then called Telkom customer care AGAIN and spoke to an agent by the name of Sibusiso. I explained myself and case all over again as I did in each instance and requested to speak to a manager. Sibusiso advised me that his manager Granny Malinga was busy with another “escalation” and was not available – this is clearly a trend that no manger is ever available. Sibusiso then advised me that he would log an escalation call for me (CASE ********** 7) and get Granny to contact me back.</p> <p> </p> <p>Today, I received a SMS noting that my CASE ********** 7 was resolved – I was shocked as I had no call or response from Telkom. I contacted the customer care center again and spoke to Phillimon at around 12:35, I asked Phillimon to pull up the case noted above and he advised that Granny made a note that she tried to contact me, left a voice mail and noted the case as resolved. I was completely shocked that without directly speaking to me, Telkom would just mark a case a “RESOLVED” when it is in fact not resolved. I then advised Phillimon that I was not going to get off the phone until I spoke to another manager immediately – Phillimon put me on hold for almost 5 minutes and eventually came back and advised that there were no managers around. I could not belive how impossible it is to speak to a manager to find out how far my case was in getting resolved. I later checked my voice mail and Granny did in fact call me and left a voice mail – but noted that I should call back so that they could help me. I keep calling back, but no one is helping me and no manger is ever available for me to escalate my case!!</p> <p> </p> <p>Phillimon said that he would get his manager, a Bomosa S***lama, to contact me as soon as he was available and around – I have still not received any phone call from this manager.</p> <p> </p> <p>I would like to speak to a senior manager that will take my calls and case seriously.</p> <p><br />I request that the following be sorted as a matter of urgency:</p> <p> </p> <p>· The 50GIG Telkom LTE account be cancelled immediately with no further charges to me</p> <p>· I be refunded for the 50 GIG charges for this last month</p> <p>· I be refunded for the “device fees” – Telkom is welcome to fetch the “EXTRA” router</p> <p>· Because of the inconvenience caused – Telkom should refund me for the pro rata charges and admin fee/connection fee</p> <p>o The pro rata charges were never explained in the sale of the uncapped migration account and there should never have been a connection fee because of a 2nd router/sim card – this should have been a migration and I had no need for a 2nd router, according to the sales rep, it was for “FREE”</p> <p> </p> <p>I am so very disappointed with the service, poor sales techniques, poor communication and lack of response/resolution regarding my query.</p> <p> </p> <p>I need this to be resolved before month end when the next debit goes off – this to avoid further refunding to take place and further frustration on my part.</p> <p> </p> <p>Should I not receive a phone call from a senior manager in 24 hours to resolve this claim, I will be taking further action to seek senior managers contact details, E-mail address etc. and will have to resort to social media to express my disappointment.</p> <p> </p> <p>Very disgruntled customer,</p> <p>Gavin."</p> <p> </p> <p>I was then contacted by a agent named Busisiwe Sibamba ********** on the 28th of November - this after several calls to Telkom to try and speak to manager.</p> <p> </p> <p>She promised to call me back on monday the 28th of November - she did, but I was unfortunatly busy at work and requested that she contact me back in a couple of hours - this never happened.</p> <p><br />I then recieved this response:</p> <p> </p> <p>"</p> <p>Good day Gavin,</p> <p> </p> <p>I hope this email finds you well.</p> <p> </p> <p>I just wanted to inform you that the online service will be in contact with you and make arrangements to pick up the device.</p> <p> </p> <p>After we get the confirmation from them ,we will then terminated the smart broadband 50G and arrange for a refund.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>Regards</p> <p>Busisiwe Sibamba</p> <p><br />SME- Customer Service"</p> <p> </p> <p>I then rep**** the next day as follows:</p> <p> </p> <p>"</p> <p>Good day Busisiwe,</p> <p><br />I am a little disappointed that you did not call me back as agreed when I could not take your initial call.</p> <p><br />Please advise when “online service” will contact me – I have heard nothing yet?</p> <p> </p> <p>I can see I will be double debited again tomorrow – it has almost been a month since I logged this case. I am still yet to receive a call from a “MANAGER” on this case and the poor service in resolving this matter.</p> <p> </p> <p>Please confirm in writing what refund will take place – my request was as follows, please confirm:</p> <p> </p> <p>· Refund for 50Gig – last month ( and this next month if I am billed again)</p> <p>· Refund for pro rata charges – for uncapped</p> <p>· Refund for device charges – for 2nd “FREE” device</p> <p>· Refund for admin/connection fee’s</p> <p> </p> <p>Regards,<br />Gavin."</p> <p> </p> <p>To date I have had no contact nor further response, I then escalated the below:</p> <p> </p> <p>"To'Busisiwe Sibamba (B)' ********** ********** /> <br />Today at 12:28 PM</p> <p>Good day,</p> <p><br />My mails are being ignored again.</p> <p><br />I have again had no feedback from the last mail below from the attached. I have again been debited an additional month for a service that should have been cancelled.</p> <p> </p> <p>You should not have to collect the device, I could fight the fact that the device was offered “FREE” to me – I am doing you the courtesy of being able to get it back from me, this complaint and my refund should actually take place regardless of this router being returned…</p> <p> </p> <p>PLEASE CAN MANGEMENT CONTACT ME URGENTLY!</p> <p><br />I am now going to social media and all avenues possible to complain about this service.</p> <p> </p> <p>Extremely upset customer,</p> <p>Gavin."</p> <p> </p> <p>Still waiting.</p> <p> </p> <p>The last time I had a problem with Telkom, I requested a line cancellation when I moved from Cape Town to Johannesburg, after 3 people (two of which were "team leaders") assured me that the line would be cancelled, I was charged for over 7months before solution can be found.</p> <p><br />I guess in this instance, I might wait a year.</p> <p> </p> <p>Very upset with this shocking service!!!</p> <p> </p> <p>Typical Telkom.</p>