Persistent Incorrect Billing, Neglected Complaint and ********* Marketing
Account Number ***/ Service Number ***
My Name is Zamokwakhe Khuzwayo. My number is ***
In May 2020 I took out a 24 months Fibre Line (wifi) contract which was promoted on TV by Telkom for a R499.00 a month of UNCAPPED WIFI Access, including installation and a router. In addition, there was also an offer for 3 months free to the first 1000 customers.
Indeed I was not billed for the first 3 months. However, when Telkom eventually billed me on the 25th September 2020, the billing was way in access of the R499.00 for wi-fi (fibre).
I called in on 28 September 2020 ( ***) and I spoke to a Call Centre Agent named Verda. Verda confirmed that there had indeed been an error in the billing, as she could confirm that I had taken out the contract when there was the above mentioned promotion. She undertook to escalate the matter.
She indicated that to rectify the error, Telkom was either going to correct and send me a revised invoice or should the debit order occur before the error is rectified, the October 2020 invoice would have the amount by which the September 2020 bill was inflated passed as credit.
Sadly, the September 2020 invoice was not rectified until the debit order date of 15 October passed. I then expected the October 2020 invoice to be accurate also taking into account the error of September 2020 .
I called their call centre twice without success. I then visited two of Telkom Stores to seek assistance. ( Wonderboom Junction Mall, Annlin, Pretoria) and Mooi River Mall, Potchefstroom). Disappointingly, neither of the officials could assist as they indicated that my account (fibre line) was not reflecting on their systems.
I have today received the October 2020 invoice. The invoice does not reflect any of the correction which was promised. Instead, it yet again charges me a normal tariffs not the expected R499.00 which was advertised and agreed to when I took out the contract in May 2020.
I need an intervention because I have done all possible to have the matter rectified. It takes between 20-30 minutes to get through to Telkom Call Centres. It also takes an effort to visit Telkom Centres. At times, one only finds out after queuing for hours that the branch does not offer full service, as it may be a franchise. Notwithstanding all of this, I have tried it all.
The extra R386 which Telkom charges me is unfair and exerts an unauthorized costs on my budget. This will translate to R 4 638.72 in 24 months.