Service Complaint

Good Day,

I, K Mokgoetsi would like to express my dissatisfaction at Telkom. Of the 3-4 years I've been a Telkom client, never have experienced such shameful customer service.

I called into the Contact centre on 18/01/2020, following up on what seemed to be an incorrectly figured Invoice sent to me, I and spoke to Mandisa. I was put on hold for more or less 15-20 minutes while she went to verify the amount reflected on my invoice. She then reverted back to me and said, I quote : "I have checked this and calculated this with my supervisor and the R154.00 amount reflected is indeed the amount due at end of this current month" (31/01/2020).

Now, after having being confirmed of the amount I then made a payment of R550.00 towards my account, this of course assuming my account has credit to it. To my surprise I get informed around the 5-6 of February 2020 that my account has been locked due to none payment. I contacted the centre again on the 10/02/2020 and spoke to Slindile who advised me of what was a system error in January and the system having not updated prior to my January 18th call. I then requested for a manager to contact me and explain to me why it seems like Telkom was trying to make their system glitches my problem. I was advised my query was escalated to a Supervisor named Kabelo Rakhuba who was to contact me in 24 hours.

After receiving no feedback, I then called in on the 12/02/2020 and was eventually handed to Kabelo who advised he was having a back log of cases, at which point I understood. He ultimately apologized for the system errors and being misinformed, but in not so many words said to me it's nothing he can assist with, I should just pay whatever I apparently owe and only then will my service be reinstated. I requested him to please mail me our discussion as proof that Telkom essentially will accept no responsibility for my inconvenience even though I, as the client, was the one who picked up the mistake and made an effort with countless calls to the centre to have this rectified. He advised I'll have the mail by the end of the call. It is now the 15/02/2020 and nothing received, nor even a courtesy call to fall up on the case.

I am looking to terminate both my contracts with Telkom as what I have experienced over the past 2 months is shameful for lack of a better word. I will not pay any outstanding amounts as that's what I was told.

Trust this may lead to me receiving some sort of feedback or conclusion.

Regards Disgruntled Client.