Persistent & Unresolved Billing Issues with Telkom

Why does Telkom not provide access to discussing a billing issue directly with the Accounts department, especially as the self help options cannot address the issue, I am writing this review in hopes of finally getting a resolution to a current billing issue that has caused significant frustration and wasted time. I have been a loyal Telkom customer for over 20 years, with both personal and business accounts, and have never had a history of arrears.

In June, I upgraded a mobile contract, which included two phones as part of a bundled deal. I was happy with the monthly plan and the two devices. However, my invoices for July and August incorrectly charged me for an additional "add on internet bundle" each month, R1007.26 respectively.

I visited my local Herm**** Whale Coast Telkom store, where Tsepo provided excellent assistance. He logged a dispute and the Data Bundle charge was temporarily removed from my debit order. I thought the issue was resolved.

However, my September invoice arrived showing a R2015 arrear amount (2 x the Add on Internet Bundle, and the incorrect charges had been reinstated. I also realized that I am being charged a monthly fee for the second phone - Device Subscription Fee of R191. which should be included in the bundle deal. We have since disputed this as well.

Despite my repeated attempts to resolve this, the situation has only worsened. My service for three phones was suspended, reconnected, and then suspended again after Telkom sent an SMS each time, stating the case was reviewed and "no credit is due." This is simply not correct.

I have: - Logged three personal disputes. - Had the local store log a fourth dispute. - Spoken to the call center twice, who said that they would request someone from the Accounts Department call me. - Provided a detailed breakdown of the billing discrepancies on an email to the accounts department, via the Telkom Herm**** Whale Coast Mall staff member Tsepo Mokoaleli.

Each time, I have been met with a lack of communication and accountability from the Accounts Department. I have asked multiple times to speak directly with someone in Accounts, or a manager, to no avail. The self-help options and dispute logging systems are not designed to resolve complex issues like this.

I am requesting that a manager or someone with the authority to correct these charges contacts me immediately. I have wasted countless hours trying to get this resolved and the continued suspension of my service is unacceptable, especially when I am not in arrears.

My accounts are currently suspended for charges that are incorrect. I simply want my account to be billed correctly according to my contract.

Herewith are my case numbers: ***1; ***7. My Account Number is: ***.

I look forward to seeing if Telkom has any proper - personal customer care!