Telkom ***6 : Billing mess up

Good day,

I hope this review receives the attention I have not been receiving from Telkom.

As per my knowledge I took out the R599 unlimited fixed line package via a telecom with one of your agents in the month of March 2018. As per my telecom I specifically remember advising the consultant that I would like to place a debit order on my account to cater for the monthly premium costs as I already have an existing profile with Telkom which I am paying via debit order.

In the month of May - I contacted your offices to confirm my banking details was in place which I was reassured.

On July the 5th I received a sms communication advising me that my account has been suspended due to collection, which came as a surprise as I always ensure that I cater for my debit orders. Leading me to think that the message was sent in error.

On the 7th of July I had some technical difficulties with my modern at my place of residence, which lead me to call in to enquire what was going on with my connection.

After having spent an hour on the call being transferred from pillar to post ( no wonder it’s a toll free number when calling from a Telkom number) I was advised that my account was suspended and that the last payment was received in the month of March. It was brought to my attention that I had to pay an amount of R1517.

When asked for a recording of my initial sales call I was told by one of the agents I am not allowed to obtain the recording as it is solely for business usage. I then asked if one of the managers could listen to my call and was informed that this cannot be done.

I then requested a debit order be loaded on my account to cater for my monthly premium, this was done by one of your agents in the billing department.

I then called back in and was transferred from the billing division to the collections division through to the sales division where I spoke to Chevon Suraya( the only individual who actually took time to listen to my concern and offer assistance). She aided me in obtaining the information I required which lead me to question the following:

• If my account was not being paid from March 2018 why was my services still made available to me up until June 07? • So it takes Telkom 4 months to send a client a sms to advise that the account is in areas? • So due to the negligence of a sales agent I had to make a lump sum payment of an amount which was not explained to me. • Why was the debit order not loaded on my account as per my initial instruction? • My preferred method of receiving my statements for my mobile data account is via my work email address, why was this not done for my fixed fibre line package? Instead a telkomsa.net account was loaded as my preferred email account? • Seeing that the payments have returned unpaid and the account is on my name, this would have had a negative impact on my credit scoring due to the negligence of one of your staff members. Please take the necessary steps to amend my credit scoring and provide feedback if it was impacted as a result of this.

Seeing a breach of contract ( the telephonic sales call) was done on Telkom’s side, I request that my existing contract be cancelled with immediate effect and the cancellation fees be voided.

I await to hear from offices, and would appreciate an explanation on all the above points.

Regards Vinchanzlo Wilson.