Paying for nothing

I have been a Telkom Internet customer for almost 20 years and have for the most part had very few issues and they were generally easily resolved.

Until Nov 2018. The fateful day that I noticed that I was being billed almost R800 for the 4meg Uncapped package which I had always paid R605 for. I called the billing dept who ascertained that my discount on the account was not loaded correctly and suggested that I call the sales department to rectify the issue. This lead to a large number of calls back and forth between billing and sales where I was given reference numbers and yet nothing was resolved. Supervisors and managers were involved in this back and forth and I was even once put on a conference call between the two departments to try to resolve the issue. I was told a supervisor would call me back. No one did. Eventually I called again and spoke to a woman named Phumla in the sales department who agreed to downgrade my package and then upgrade it as soon as the downgrade was complete. This occurred in January this year. I was placed on a 2meg 20g capped package. This was confirmed by the technical department as well as on the customer portal. Since then i have called telkom sales in excess of 20 times in the past 2 months to be referred to back office and not called back. I have been escalated to managers who never call. All the while, sales and billing tell me that my account is actually a 4meg uncapped package. I have no internet for months (I cannot even search google) and am paying for a 4meg uncapped package. The last straw was today, after calling every day this week to be told that I would be contacted within 24 hours with no contact at all and I happened to speak to the same operator i spoke to 2 days ago who claimed that the upgrade he placed on my account is not there nor can he see that I called in yesterday. My account has gotten lost in between the various systems that Telkom uses in their sales, billing and technical departments and their back office does not follow up.

On the positive side, my account was refunded for the discounts that should have been loaded. But that's a tiny mercy as I have no internet.

I have made in excess of 30 calls for a problem created on Telkoms systems (waiting roughly 30mins each time for the call to be answered) to be sitting with no internet and paying for a service I dont have. I have no answers and no recourse except to call their sales department and explain over and over again. All the while my order is still pending... I am horrified by this awful experience that does not end