Request for Refund / Review Billing

Good Day,

I thought I would share I have had a Billing ordeal that I discovered in April, which until now has not been resolved. I have yielded and paid the incorrect bill and continued to pay even after many penalties were added to a bill that was ins dispute.

In April I discovered that my bill was very high although my contract had come to an end, this was due to the discovery of an event billing. I struggled for 4 weeks to access the customer care team as the numbers were redirecting to the Whatsapp help function. I finally logged a complaint via the web which was never attended to. I finally got through the call option and was explained that the company that charged me R386.00 was using the Telkom platform- this was event billing on a router that was not receiving any texts to confirm signing up for services. I spent 3 hours on the 28th of May getting assistance and was promised by Lebogang an email confirmation - he only sent the event billing and no details of the department which ought to have escalated the issue to nor the number of this mysterious vendor. I then called for several days approximately around 6 to 8 calls daily, either I would get a callback or the line would be dropped until two weeks ago when I finally gave up.

I spoke to three Leads or Managers who promised resolutions and callbacks, spoken to several agents wh escalated the matter for a Call back from their managers which never ever called me - I have emails as proof.

I have spent hours on hold the longest hold being for over two hours and the agent disconnected and never called. I have screenshots and proof should it be needed.

I would like for the penalties to be removed and be reimbursed, I'd also like for an investigation as to why my spend limit was set at R500 as it's always been no more than R10 and on the line in question never more than R0.00. I would also like for Telkom Mobile to stop allowing vendors to bill its customers without their authority, worse we no longer get itemized billing statements yet we are charged. it's sad that as a long diligent customer since December 2020 I have been paying high bills and penalties for something I did not benefit from and a situation I did not create without even being advised. I still have not had a single person call to sort this out as we may all be aware the economic climate is dire for many, especially in the lower-income bracket. A lot can be shared around this.