GB
Gary B
1 reviews | Active since Aug 2018
06 Aug 2018, 11:17
Shocking Telkom customer experience
Upgraded a home LTE contract only to find that Telkom continue to bill for the old contract as well as the new contract. The upgrade process was laborious and time consuming even though it was initiated on line. A system failure meant that I was directed to the Telkom store to complete the process and the delivery on the new contract was delayed due to a further system error. The process started on 13 July and was completed on 27 July. On 6 August I received my latest bill only to find that I am now paying for two contracts (the "upgraded" contract was not cancelled. On calling the call center, I was instructed to rectify to mistake with the store and would, once again, have to waste my time for what was initially an on line request. The Telkom customer service experience is absolutely shocking and needs to be addressed.
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Replies (3)
Telkom's replyOfficial
11 Aug 2018, 14:37Good afternoon Gary
Thank you for contacting us
Please be assured that this matter has been escalated to the relevant department and feedback will follow.
Your reference number for this is AI***
We apologise for any inconvenience caused.
Kind regards
Jawaad
Telkom Social Media Team
Best regards,
Telkom's reply11 Aug 2018, 14:37
Official
Good afternoon Gary
Thank you for contacting us
Please be assured that this matter has been escalated to the relevant department and feedback will follow.
Your reference number for this is AI***
We apologise for any inconvenience caused.
Kind regards
Jawaad
Telkom Social Media Team
Best regards,
GB
Gary B's updateReviewer Update
13 Aug 2018, 09:17The reference number related to this issue, as provided by Telkom, does not appear to exist when checking against my on-line profile.
GB
Gary B's update13 Aug 2018, 09:17
Reviewer Update
The reference number related to this issue, as provided by Telkom, does not appear to exist when checking against my on-line profile.
GB
Gary B's updateReviewer Update
02 Sept 2018, 07:41This Telkom issue still remains unresolved despite a dispute having been logged, numerous calls to the call center and a two trips to the Telkom store where the issue was originated. Promises are made and nothing materializes; words mean nothing without action.
As per the original post; the customer experience is shocking and the after sales service is worse. When requesting for the contract to rather be cancelled, I am advised that the 7 day "cooling off period" has expired. My issue is not with the line or device, but rather the fact that I am now being billed for 2 services, whereas the request was to upgrade the original service. Again, pathetic service
GB
Gary B's update02 Sept 2018, 07:41
Reviewer Update
This Telkom issue still remains unresolved despite a dispute having been logged, numerous calls to the call center and a two trips to the Telkom store where the issue was originated. Promises are made and nothing materializes; words mean nothing without action.
As per the original post; the customer experience is shocking and the after sales service is worse. When requesting for the contract to rather be cancelled, I am advised that the 7 day "cooling off period" has expired. My issue is not with the line or device, but rather the fact that I am now being billed for 2 services, whereas the request was to upgrade the original service. Again, pathetic service