Poor Customer Service and Unresolved Billing Issue

I have been a loyal Telkom customer and was initially happy with their service, especially with my data contract. However, everything changed when I bought two phones on contract last year. After paying a significant amount upfront, I requested to cancel one cellphone contract so I could replace it with a data contract.

They processed the cancellation and new contract, but when I received my invoice, I noticed I was being charged twice for data. When I enquired, I was told the extra charge was a “carry-over” from the canceled device — which made no sense.

Since April, I’ve been calling Telkom’s head office and visiting their Cosmo City branch (three times) to resolve this issue. Each time, I was told they’d send me an email for settlement, but I never received anything. Even a staff member at the branch once called head office in my presence, but still nothing was resolved.

Out of frustration, I decided not to pay my recent premium to get their attention — and indeed, the only thing they responded to was cutting off my service. Now, I’m being charged double the amount, while the original issue remains unresolved.

It’s disappointing that Telkom is so efficient at collecting payments but completely fails to resolve customer queries. I expected better service and accountability.