Telkom Automatic Suspension

Let me start by stating that I have been a loyal customer of Telkom for a few years now. My loyalty is so strong that when fibre connection was introduced in my area, I decided to use Telkom as my ISP without even comparing with other providers. I have, however, been bitterly disappointed. These are the reasons: 1. I underpaid my account in June 2020 by some R53 and this resulted in my account being automatically suspended on 20 July. This was done without warning, or being given a chance to rectify. The Telkom policy (let's call it Policy 1) is that if an account is behind by at least R50, it is automatically suspended. Great! Now how about you warn your customer that this is coming? I paid the outstanding R53, but the reinstatement did not happen. I therefore ended taking a cash loan to pay the next month's bill (which was not due yet). 2. On 17 August, I woke up to find my account suspended again. I did not know what the problem could possibly be, seeing that I paid my account in full, and the next instalment was due on 27 August. I called Telkom again (call #***8). I was then informed about Policy 2: that if an account exceeds its credit limit, it is automatically suspended. And of course, no one really needs to inform the customer. Now it turns out that my credit limit is R1,500, but my bill for August is R1,762.95 (credit limit reached). An agent has promised to help me get the credit limit increased and the suspension uplifted. I have been waiting for this since 08:25 - it is not 16:00 and still nothing. The reason I was able to breach my credit limit is because I was charged a Reconnection fee of R226.27; and a Restore from connection fee (you would think this is the same thing) of R226,27. Again, this was done without my knowledge, and because I underpaid my account in June by R53. Wow!

The agents I spoke to on these matters were very friendly and helpful. So well done on that. But my professional integrity is taking a knock because I cannot connect to all the meetings I need to attend because of a lack of connectivity.

I will get the R1,762.95 to pay you. But please be aware that I have one more month left on this contract, and I am already looking for an alternative ISP as my loyalty to Telkom has been shattered.