Poor service from call centre agents

I have been trying to get a payment arrangement with Telkom since mid May 2024. I called Telkom and stated that I have lost my job in July 2023 and am running out of UIF funds to make the full monthly invoice payment. The initial agent asked me to make a 40% payment of the invoice amount before the debit order date and thereafter make a 30% payment. I made a payment of R2000 on the 22nd of May 2024.

I called again in June, after receiving numerous mails from Nudebt threatening to take me to court after the failed debit order attempts. I was informed that no payment arrangement was put on record and that I should've called after making the payment so a case number can be made. I made a payment of R1300 on the 26th of June 2024 and sent both proofs of payment to the agent on the same day.

Another failed debit order of the full invoice amount was made in July and I called the contact centre wanting a confirmation of the payment arrangement and to enquire why they keep debiting my account of the full amount. Once again I was informed that the payment arrangement wasn't finalised. I emailed the proof of payments done in May and June , where I received a case number. I was asked to wait for a call from the back office staff who will confirm the amount I am expected to pay. No such call was made to me.

I have called numerous times in July to be informed to wait for a call from the back office, one agent informed me that this person left a note that they can't get a hold of me. When asked which number was contacted I found out that the person in question keeps calling the number Telkom gave me for the Wifi deal. I left the correct number and was told that the person who is supposed to contact me is on leave until the 6th of August 2024.

I called the contact centre today, 19 of August, after Telkom tried to debit my account for the full invoice amount again (twice this month). On the call, I learnt that the previous case number has since been closed, the person once again tried to reach me on the Wifi line. The agent wanted to give me a new case number and dropped the phone when I asked to speak to her manager.

I would like to find out from Telkom if they are giving me this run around so I can have their Nu Debt lawyers take me to court instead of settling this matter amicably through a payment arrangement. If this is the case, why propose a payment arrangement and give me so much stress instead of telling me upfront that they want me in court? I find it odd that the sales department always knows to reach me on the right line but other departments fail to do so. This is appalling service.