Poor service

I am writing to express my extreme disappointment with the quality of service provided by Telkom. I have been a loyal customer for several years, but recent experiences have left me frustrated and dissatisfied.

Specifically, I am writing to address an issue regarding the late delivery of my monthly statement. As per my usual practice, I make an EFT payment ten days before my debit order date to avoid any implication fees. This has worked well for me in the past, as I typically receive my statement just before the 5th of every month.

However, in January, I received my statement on the 8th. I immediately called Telkom on the 6th of January to inquire about the late statement and to ensure that I would not incur any implication fees. I spoke to a representative named Mbali, who sent me the statement but informed me that it was too late to avoid the fees. I explained that it was not my fault that the statement was late and that I was willing to make payment ten days before my debit order date, as usual. Mbali informed me that there was nothing she could do and promised that a manager would call me back. To this day, I have not received a call from a manager or supervisor.

In February, I made funds available in my account for Telkom to debit. A total of 500 something was debited, including the implication fee. However, despite the debit, Telkom decided to suspend my line due to non-payment. I called Telkom on the 21st and spoke to a representative named Gwente, who informed me that funds typically take four days to clear. I waited four days, but my line was still not resumed. I called again on the 23rd and spoke to a representative named Paballo, who informed me that the Telkom system was down and that my line could not be resumed. He also advised me that the process would take seven days.

I am extremely frustrated and disappointed with the inconsistent information and the lack of resolution. I rely on my Telkom line to communicate with my children, and the suspension of my line has been a major inconvenience. I requested to speak to a manager, but instead, my line was cut off.

I demand a prompt resolution to this matter and request that my line be resumed immediately. I also request that the implication fee be refunded to me. I hope that Telkom will take this matter seriously and work to improve its customer service.