Shocking incompetency, lack of coordination and unwillingness to solve customer issues at Telkom

Shocking incompetency, lack of coordination and unwillingness to solve customer issues at Telkom

I was on a data contract with Telkom mobile and was phoned by Telkom sales people on the 15th of April 2021 around 13:30. The sales people wanted to sell me fibre to home for R699 per month and I said I already have an ongoing data contract and would not want to get another contract until the one I was on lapses. The sales person said if I take the fibre to home offer, Telkom will do an upgrade and the mobile contract I already had will immediately cease and I would continue only with the fibre to home contract. I asked if no penalties will be payable by me when the mobile data contract ends and I was promised that there would be zero liability on my end.

I agreed to the fibre to home offer and immediately after the call I was sent an sms confirming ordering of a Telkom fibre to home service and my order reference number is ***A.

On the 22nd of April 2021 the fibre to home service was installed and I was given B*** as my service number.

Shockingly I was still charged the mobile data contract fee despite being debited for the fibre to home. My attempt to resolve the issue with Telkom contact centre proved fruitless as the agents passed me from one point to the other. The customer care would say I should speak to mobile contracts, mobile contracts would refer me to fibre contracts and fibre contracts to billing and billing would also point fingers to the contracts departments. I asked for a number of a senior manager who is hopefully competent to stop the charges on mobile data contract since I was upgraded and the agents were reluctant to provide the contacts.

I resolved to reversing the unwarranted mobile data transactions by Telkom as they occurred since I was not getting any resolution via the contact centre.

Eventually on the 24 th of august I got hold of mobile contracts department and they cancelled the contract and gave me the reference *** as proof of cancellation. The deductions from my account never ceased though and I continued to reverse them.

On the 23rd of September 2021 I got an sms from Nudebt that I have been referred by Telkom for reversing unwarranted mobile data contract charges with ref number ***. I contacted Nudebt and explained that the charges are unwarranted because Telkom upgraded me to fibre service and Nudebt would not want to hear the story.

I went to Telkom shop at mall of África on the 28th of September 2021 hoping they could assist with the resolution of unwarranted mobile data charges and me being incorrectly referred to debt collectors for that. The shop merely logged a dispute with reference ***9.

Fearing for my name to be incorrectly *****ed and listed with the credit bureau, I went to Telkom shop at haartebee****rt village mall to pay and was told I can only pay at partner retail shops such as checkers. I went to checkers and paid a total of R1459.70 and emailed the proof to *** on the 29 September 2021.

On the 05 October 2021 I received another sms from debt collectors, Nudebt stating that my name may reflect negatively at the credit bureau.

I phoned Nudebt and spoke to Jade who had no clue and could neither refer me to the correct people. Eventually I was given a supervisor’s email address and forwarded proof of payment again.

The reality is, Telkom has breached my trust as customer, has charged me unwarranted mobile data contract fees and has incorrectly referred me to debt collectors. Despite being bul**** to pay unwarranted fees, I paid and my positive credit status hangs on the balance because of INCOMPETENCY, LACK OF COORDINATION AND UNWILLINGNESS BY TELKOM TO RESOLVE MY GENUINE ISSUE.

I DESERVE to be refunded my fees I paid which are unwarranted, to remove my details from the debt collectors Nudebt and for Telkom to formally apologise for the trauma they put me through for trying to get a decent data service and being their loyal customer.

To prospective clients, this is what you are likely to go through if you sign up with Telkom.