Pathetic Customer Service

This is an email I sent to Telkom 26/07/2024, I still have not received any response.

Good day,

I am writing to express my extreme dissatisfaction and seek urgent resolution regarding the device obligation fee charged to my account upon canceling my contract with Telkom.

In March/April, I made my initial call to Telkom to inquire about the cost of canceling my contract. During this call, I was informed by the representative that the cancellation fee would be around R5000/R6000. Based on this information, I decided to proceed with the cancellation.

In May, I sent through my cancellation request as per your process. On May 22, I called Telkom and was transferred to Amogelang Kelebogile Kutumela, who provided me with a larger amount than the initial quote. I expressed my concern about the increased amount, and Amogelang explained it was an estimate. I then requested the exact amount to be sent to me via email to avoid any issues later. He sent me an email advising that amount would be R5500.

On May 23, I made a payment transfer of R6000. However, I cannot locate an invoice for May and June, but the invoice dated July 1, 2024, shows a credit balance brought forward of R4106.89. The dispute I currently have is with my July invoice, which totaled R7645.43, with R3538.54 due by July 31, 2024.

The invoice received shows that for account *** the reference is 20GB LTE Wireless TopUp data charge of R7200, and later in the same invoice, it shows a Device Obligation/Carryover charge of R7200. This inconsistency is concerning. Additionally, how can an email from the cancellations department state an amount of R5500, and then the invoice charges R7200?

On July 7, 2024, I called Telkom to raise these discrepancies. Agent Mduduzi Zulu sent an email to Amogelang and cc’d me regarding my issue. No response was received until I sent a follow-up email on July 12, 2024. Amogelang responded on July 13, 2024, advising Mduduzi to open a ticket for billing disputes as he does not handle these queries. No apology or update was provided to me. Mduduzi responded in the email he would create the case. I saw no evidence of this and after July 13, I followed up multiple times via email with no response. Is this the customer service Telkom prides itself on? It is unacceptable.

On July 19, 2024, I called the call center and spoke to Sihle Mnguni at 12:55, who promised to create a case and send me the case number via SMS. I am still waiting for that case number. Sihle misled me as the case was never opened. I found this out when I called on July 22, 2024, and spoke to Precious Seemise around 11:00, who confirmed no action had been taken. Precious promised her team leader would listen to the call between Amogelang and I to validate the dispute and forward me the call recording. She advised me that I would be updated on the outcome within 72 hours. No resolution or update was provided.

Again, I called on July 24, 2024, and spoke to Samkelisiwe Shange, who assured me the case was being worked on and I would receive an update by end of business on July 24 or by July 25, 2024. This did not happen.

Today, July 26, 2024, I called and spoke to Lindokuhle Madonsela, who tried to assist me but was unable to and escalated the matter to his team leader, Zenith Khumalo. Zenith’s only solution was to create a case (***6) and advised me to wait 72 working hours for an update.

This back-and-forth is a waste of my time and should have been resolved long ago. Zenith informed me my account has been handed over to a debt collector, who will deduct from my account. How can Telkom provide my banking details to a third party without my approval? Where in my contract does it state this? This is a clear infringement of my POPI rights.

I am upset, disappointed, and livid at the service I have received and continue to receive. This billing issue should have been resolved promptly and escalated appropriately. I require immediate action and resolution of this matter.

Please address this issue urgently and provide a satisfactory resolution.

Sincerely,