!!REQUIRES ATTENTION!! QUEST TO GET PAID UP LETTER AND REFUND Continues.....

Good day,

This Letter is with regards, To all my unsuccessful attempts I have had with the call center consultants and managers at Telkom, to remove the default telkom has on my name still even after I have paid the full amount they wanted from me.

All I kindly request is: - Paid up Letter. (Please please please) - Refund from Telkom.

I have spoken to about 9 or so people form telkom on this number (081 180) and none of them have been of assistance. I have emailed 4 Managers and again none of them are helping me nor following up with me as they always promise to. I never get told whats the problem. All I get from the consultants is the same, I have to give them my email and contact number each and overtime hen I call. This is confusing how overtime they always get it wrong. I have waited out about 7 turn around times varying from 24 hours to 72 hours etc. Like I really do not know what has to be done for me to get this paid up letter. I work at a bank and thus a bad credit record does not aid me at all. This is causing tension for me at work and I am running a major risk. Please note that every time I call Telkom I have to spend about 20 - 60 minutes of my time which is time I do not have or can afford.

Please kindly see below time line of my correspondence with Telkom all just in the effort to get a paid up letter and end my relationship with them.

Consultant: Sakhile Ngobese

In August last year I stopped receiving my emails with my statements from Telkom. When I called to find out why this is I was told that my account has been written off and that I have a default on my name with the credit bureau. Working in the financial services sector I panicked as this wouldn’t be good for me. I asked Sakhile what I could do to resolve this and he stated that I would have to pay the full amount owing to Telkom and that after that my name would be cleared with the credit bureau immediately. I requested that Sakhile open a case for me as I was not happy with how my account was written off with no prior consultation or warning or any form of communication. I requested Statements from Telkom as I was paying down my account from September 2017 to January 2018 but I would not receive them and I would be required to call Telkom all the time to get my outstanding balance. I was promised I would get a call to assist me with my grievances but that never happened.

23/01/2018 Nontokozo Julaane (REF : ********** 54)

I contacted Telkom to request my balance with the account as I was not receiving statements. I wanted to request that my name be cleared with the credit bureau as they had promised they would do once I had paid up. I wanted to request a paid up letter required at work. Nontokozo told me that the balance in my account was due to me is about +-R 200.00. I asked that she assist me with a paid up letter and she advised me that she was typing it as we spoke. She promised me that I would get the paid up letter Monday Morning. She requested my email address which she took down incorrectly as I am told today(31-01-2018) by Nelisiwe Mkhize and I am also told that no case was opened for me to get paid up letter which I find really odd as this was my motive for the call. So what was she doing or what is she there to do just waste my minutes. On Monday I advise my manager at work that I am getting my paid up letter that day as they want it at work. That did not happen nor did I get a call from Telkom.

30/01/2018 Thembelihle Modise

I called to request that money owed to me be paid into my account. I wanted to follow up on my name being cleared with the credit bureau as they had promised they would do once I had paid. I wanted to follow up on my paid up letter. I also requested that I want to lay a complaint against Nontokozo Julaane.

Thembelihle asks me for my email address exactly like Nontokozo had done. But I am told today she also took down the wrong email. Thembelihle promises me my paid up letter within 24 hours and that I should keep my phone close by as the matters I had asked to be escalated will be dealt with. I asked for a reference or case number she tells me there is no need for a case or reference number and that her name and surname should I ever wish to access our conversation. The manager never called me nor did get any thing from her.

30/01/2018 Brendon

I asked Brendon to open cases for me relating to 1. A paid u letter 2. The money due to me 3. Clear me with credit bureau 4. Telkom Statements 2.Change my name to Manqoba as I am not Mangoba as Telkom calls me

Brendon promises me that his manager will call me today(31/01/2018) at 13:00, this didn’t happen. He tells he won’t open any cases of me as none of this is needed for me. I asked almost 4 times to open cases for me he still insists there is no need(Only later to find out that I did not need a case for paid up letter nelisiwe was not telling the truth) . I ask that I would like to complain about the service received from Nontokozo and Thembelihle he tells me his manager will call me to assist me. I ask where head offices are he tells me to google them. Brendon also asks for my email address and yet today(31/02/2018 I am told the incorrect email is on system.

31/01/2018 Nelisiwe Mkhize

I called Telkom again as I do as part of my daily routine.Nelisiwe tells me I need to open cases. Nelisiwe tells me there are no cases opened for me so basically Brendon, Nontokozo and Thembelihle have wasted all my minutes that I spent calling . She tells me that my email on record is incorrect , the same email all previous consultants have asked me for. Nelisiwe opens up two cases for me paid up letter( ********** 9) request for my funds( ********** 7) and tells me I have to wait another 48 - 72 hours and will have my money and paid up letter. She sends me all my statements, the statements I have spent half of last year requesting. I ask her if there is any line I can call to escalate all my previous escalations and I am told there is no such at Telkom and she provides me with this email ********** which Surprise! Does not work. I also later go on to find out that no case needs to be opened for paid up letter.Geez.

02/02/2018. Spoke to -> Thato Mogotsi // emailed -> (Manager) Jabulile Mallet

After having waited the 72 hours that I was told was the turn around time by Nelisiwe Mkhize I called in again and spoke to Thato. I am now advised that no cases are opened when you need a paid up letter. The consultant tells me that they need to get his manager to do this for me gets me to hold as they speak to the manager and advises me that they have now followed the correct procedure and that I only need to wait another 72 hours and I will have it. I ask them to take my complaint as at this point I am so confused as to what is happening kanti. The consultant gives me their email address and the managers address I email the consultant and wait patiently on the line to see if they receive it and indeed the consultant does and I get a response from Jabulile on email advising me that she will look into the matter and get back to me.

06/02/2018 Patience Khumalo

I email Jabulile and Thato to find out if they have any feedback for me yet as clearly I still have not received this letter. I get no response so I decide to calll 081 180 again and this time I speak to patience she tells me the turn around time will be 24 hours. And that its going to happen this time as so many have told me before. Any way this call goes the same way as all the others , I ask about my previous escalations , about progress on my stuff she takes my details blah blah blah...

08/02/2018 Vuyiswa Sikhakane

I emailed patience to find out if she has any feedback for me or information of what is going on aa she had advised that I would have had my stuff done by now. I get no response, so later on in the day called Telkom and spoke to Vuyiswa Sikhakane who tried to sympathize with me and acted really surprised when I told her my situation she kept me holding on the line for about an hour as she went backward and forwards with the manager assuring me that the manager is on the other line speaking too the credit guys I just need to hold and she will get it sorted for me as the credit guys have it now . Wow they only have it now after so many attempts . Any way she ends the call by assuring me that I am going too get a call from the manager , my details are once again confirmed which are incorrect once again I really do not know how this keeps on happening. Any way I explain to her how I am now so experienced with this I know I will be calling again and get no help.

09/02/2018 Luthando Ngcobo

I emailed Vuyiswa to find out if the promises she had made the day before have found any progresses. I get no response. Again like always I call Telkom again I get to speak to Luthando Ngcobo and her manager Thobile. They are also very surprised about what has happened. The consultant tells me my details are incorrect on the system again she is unable to tell me whats happening with my refund and the paid up letter. The manager promises to cc me in the emails she is sending out to sort out my situation.I offer to stay on the line as she does this but she refuses to do that as she has a meeting to go to and tells me she will do it after her meeting. I did not get this aswel.

Like tell me what is going on ? I get no response to my emails no one ever calls me back as they all so nicely promise to get their managers to do.

I am so fruastreted with the service that Telkom provides , I would like to lay a complaint against 1. Neliswa Mkhize 2.Nontokozo Julaane (REF : ********** 54) 3. 30/01/2017 Thembelihle Modise 4.) Brendon. I would like to get recordings of all the calls as the consultants promised me on the calls and I would like a detailed briefing of how I can lay complaints with Telkom and most of all please can my name be cleared with the credit bureau and please may I get my money and the paid up letter.

PLEASE PROVIDE ME WITH REFERENCE NUMBER FOR THIS COMPLAINT.