Pathetic Service & Flouting of the TCF Law

Item: Telkom
Rating: 1
Author: Ashveer S

Good day I recently renewed my cellphone contract with Telkom Mobile and was assured of the best possible service. On 24th of June 2017, I called Telkom to find out what my invoice due was and was told it would be R367.80. I then paid R368 .00 via eft as I was doing my internet banking anyway. On the last day of the month, Telkom debited me R367.80. Effectively I paid twice. I only picked this up around 13 July 2017. Due to a previous bad experience with Telkom, I decided to instead get my bank to reverse the payment as opposed to me asking Telkom to do so. The last time this happened they took 30 days to reverse the payment. On 18th July 2017, I receive an sms saying my account is overdue and an immediate payment is needed. I called Telkom assist on 081 180. After a long and tedious conversation they realized their error and advised me everything was fine. On the 19th July 2017, Telkom suspended my account. I called them again and after a 35 minute conversation explaining to them that they were at fault, the assistant manager, advised me they would be crediting my account by the returned debit fee they charged me (R220.00) and they would be sending an e-mail to some department to unsuspend my account. I was told this will take between 24 to 72 hours. Up till today, my account is still suspended. I then went to their store at the Westwood Mall in Durban. I was told by the consultant that they cannot do anything at store level but can call customer services for me…again what is the point of having the store? I had to explain myself AGAIN…and was again told they would escalate it and blah blah blah. I was horrified when I was told it would take between 7 to 14 working days to unsuspend my account. How RIDICULOUS is that? My account is up to date, why in the world would it take that long? So hypothetically speaking, if one settles their overdue account today, they have to wait 7 to 14 working days to use their phone again? That makes no sense at all. I demand that Telkom rectify this error immediately as I am being prejudiced by not being able to use my phone even though my account is paid up. My case number with Telkom is: 20 ********** Please assist.

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