Poor Customer Service

I had a contract with Telkom which ended in June 2017, my account number with Telkom is as follows: ********** 64. I have paid all amounts due to on the account and have cancelled the contract around June 2017, since then I have received a statement every month advising of a credit of R792 on my account.

I have been calling the call centre since June 2017 atleast once a month to get this amount refunded to me, I have spoken to numerous call centre agents who have logged escalations for me with the promise that my query will be resolved within the turnaround time of about 7 to 14 working days. Each escalation that has been closed without me being advised as to the reason the escalation is closed as each time I call the agents confirm that there is an amount due to me. When I inquire with the agents as to why the escalations have been closed I am told that the first was closed due to the fact that someone tried to call me on the phone number I had registered on my profile(which was not a Telkom number but a Vodacom phone number which I primarily used at the time of opening my account with Telkom) I have subsequently discarded that phone number and advised that agent accordingly, since then all other escalations have been closed with no reason being provided. The latest escalation(which was opened in August 2017) was apparently closed due to the fact that an agent was not able to get hold of me on my Vodacom phone number which I had advised I no longer use and had provided an alternative phone number, the agent I spoke to today confirmed that the was a note on the escalation advising of my new contact details.

I find this to be a very tedious and frustrating process and appalling that each time I call for a query which is 3 months old I am told that I have to start the process again i.e. an escalation must be logged even though these escalations are clearly not working. I have spoken to two of the team leaders at the call centre the first being Eusabia Mokeona and the second being Nokuthula Ngozo, I told both of them that I would like constant feedback via email from them regarding this query, they have both stopped answering to my emails and I am again left in the dark in regards to my refund. Nokuthula advised that she will cc Sheldon ****son in an email to the relevant department requesting that this issue be resolved ASAP, yet this issue is still not resolved.

I have been at this now for 3 months and find it mind boggling that Telkom knew which bank account to debit for this account for 24 month but needs to call me in order to verify banking details when Telkom must credit my bank account. I have advised the call centre agent that I would like the amount refunded to the same banking details that appear on the Telkom systems and Telkom have debited for the last 24 months.