Telkom bad service

I am writing with to express my deep dissatisfaction with the ongoing issues I’ve faced with Telkom, which has led me to question your company’s commitment to customer satisfaction.

I'm very disappointed with the way Telkom handle customers. Never once did I not pay my contact on time

I have been a Telkom customer for nearly 9 years and, apart from the poor network service, I had never experienced issues until now. In July 2024, I was due for an upgrade but opted to continue on a month-to-month basis. In December 2024, I decided to upgrade my contract and called the online sales team, due to an online special offer. I was informed that my phone would be delivered in the second week of January 2025, which I accepted.

Since then, I have followed up regularly, only to be told that there was a delay due to stock shortages. I received no communication from Telkom about these delays unless called them. This lack of communication from Telkom's poor customer service and unacceptable business practices.

In February, I was informed that the delivery driver had tried to contact me but couldn’t locate my address. I confirmed my address and was told someone would be in touch. On February 7th, my phone’s network was deactivated. I called and was told that the phone had been delivered and activated, but no one could provide details of where or who had signed for the device. Furthermore, I was told that my contract had been terminated and my number moved to prepaid. Despite this, I was never given a clear explanation or apology for the mistake.

I paid for a SIM swap and confirmed my number is now on prepaid, but all my data and minutes were cancelled without notice. To make matters worse, a debit order was processed in February, even though I was assured my contract was cancelled. When I tried to resolve the matter, I was told that the cancellation letter could not be issued as my contract was marked as converted.

Recently, I received a statement showing a balance of R16,000, which I do not owe. I have tried calling Telkom multiple times but have been unable to speak to anyone. Instead, I have only received WhatsApp messages from a bot with no assistance. This issue is negatively impacting my credit profile and incurring unnecessary costs.

I expect a prompt resolution to these issues, including:

An explanation of my contract status and cancellation process. Immediate correction of the R16,000 charge. A written apology for the poor service and lack of communication. Assurance that my credit profile will not be affected by these errors. I trust that under the leadership of @Serame Taukobong, Telkom will take my complaint seriously and improve its complaint resolution process.

Please contact me as soon as possible to resolve this matter.