Remotely ***********

In May/June 2025, I was contacted from someone from Telkom with the proposal of upgrading my line from 100 MB to 200 MB. I opted in and instead of just upgrading my line, they upgraded my current line and opened another account for a new line for the same line type (200MB) . They dually charged me for both lines which was not supposed to happen. I noticed this and contacted them and asked to cancel the new line and requested a refund, I was instructed to send documentation through on various occasions which I did but the matter was still not attend to. On 12 Feb 2026, I followed up on a statement for that account which suddenly stated Adjustments to the amount of the refund and the account balance was suddenly R0.00 but no refund was allocated to me.

I immediately called the client services to take it up and my called was handled my a lady by the name of Mompumelelo. She proceeded to say that the credit is still there and in order to get the refund I needed to send her documentation which I did immediately.

I called today 24 Feb 2026 and the agent explained that there was no case logged and she can see that I did speak to Mompumelelo but Mompumelelo did not log a case. While trying to discuss the matter further with the consultant, the line just went dead but the call was still on.

It is very clear that most Telkom customer care agents working remotely have no concern for actually doing there job and all they try to do is to get you off the phone however possible. I tried calling back trying to get hold of someone more Senior who could likely deal with the matter with more diligence but the consultant explained that she works from home and can't transfer me. She gave me a number to call and that number leads to a prompt which takes me to a drop call. Once again, get you off the call as quick as possible. It is pathetic that everything that has gone wrong is Telkom's doing and yet nobody takes responsibility to correct this.

I need someone Senior from Telkom's customer care to contact me regarding this matter urgently as this matter has been unresolved for 8 months now. I will have to cancel my services with them if this matter stays unresolved.