Overbilled for the past 6 months

Item: Telkom
Rating: 1

Some background: In roughly May last year I took out a 10GB contract through Telkom. A few months later I UPGRADED to a 20GB contract. Logically when you upgrade your contract you would expect there to be no ongoing penalties or charges because you are UPGRADING!!! This was confirmed by the person in store and he promised that there would be no penalties because of the upgrade. When we upgraded the contract he said the system was showing him that there was a penalty which he said was 100% not right and checked with the store manager who also agreed. He said not to worry, he'll log an incident and it'll all be resolved and we must do the upgrade as normal. Every single month thereafter we have been billed a R90 migration penalty or something to that effect. We have tried EVERYTHING to get it resolved. I've phoned in and logged an incident, gone to the store who also logged an incident, got the store to email the billing department directly. All this has gotten me nowhere and just served in wasting my time. The very funny thing is that EVERYONE we speak to from Telkom agrees that the ongoing penalty is very wrong but no one can take ownership of the issue and get it resolved. The billing department blames the people in store (Sandton City) and the in store people blame the billing department. No one actually gets it resolved. THIS IS THE BEST THOUGH: I love how you raise an incident with Telkom over an issue and it just gets closed from Telkom's side without the customer actually being satisfied that the issue has been resolved. Every other incident system I've ever been exposed to requires the customer to give consent to close the incident. This is so convenient Telkom! It must reduce your work load significantly! Only thing is, while it's a brilliant idea for reducing your work load, it has the converse effect on customer service. ABSOLUTELY TERRIBLE FOR CUSTOMER SERVICE. Regards, Haydn (Soon to be ex-customer)

Helpful (0)

Replies (0)