Telkom – Billing Error/***** and very poor Service
We previously had the 10Mb Fiber deal for R799/pm and upgraded earlier this year to a 20Mb Fiber line for R1007.76/pm. But for the past 5 months now Telkom been charging us R1316.50/pm. That is ± R310/pm extra and even more than you ask for your 40Mb fiber line.
• We have phoned the Billing department numerous times, but they keep redirecting us to the sales department as they can’t fix the problem. • According to the billing department the sales department did not load the correct discount amount onto the system when they upgraded us to the 20Mb fiber line. The discount currently loaded is for the 10Mb Line. • The sales department has been adamant that everything is correct on their side and that the billing department needs to correct this on their side. • This has been the redirect story from both departments for the last 5 months. • When we try to talk to a manager they are apparently always unavailable no matter what time we contact them. • And the different call center agents, that you get every time you phone, outright lie to a person with empty promises that the Manager will call you back.
The only conclusion that I can deduct from the current level of non-service that we have received thus far is: 1) that the staff and management at Telkom is poorly trained and does not know how to perform their duties or/and 2) Telkom is **********ly over billing us. When we ask the call center agents who we can speak to, to actually get some help with this issue, they either reply they can’t help me, or I am met with silence.
This is just a brief summary of dates, time and person’s I spoke too in the last week and a half and does not include all the people my sister dealt with in the previous 4 months: Date Time Spoke to Department Notes 2019/09/03 10:30 Ronelda Sales (new) I need to speak to someone in sales existing service 2019/09/03 10:45 Simpiwe Sales (existing service) 3 way conference with billing department. Billing - can’t assist as the problem lies with the sales department. Sales – Everything looks okay on their side. He left in middle of waiting for billing to come back to us on his scheduled lunch break. Must email him if I’m not coming right. His email address: *** 2019/09/03 11:33 Kaylin Sales (existing service) He spoke to Simpiwe – he will phone me back just now. 2019/09/03 15:16 Ntabazane Sales (existing service) Someone from the back office will contact me. 2019/09/04 10:33 Kamel Sales (existing service) Spoke to her manager (Marlin Naidoo), they phoned the back office. Spoke to Sindizwa and his Manager. They will need to investigate how this happened. Then sort out who is responsible to fix this. They will phone me back in the afternoon. 2019/09/05 14:17 ?? Sales (existing service) Her manager, ?? will phone me back later on today as their system is down at the moment. 2019/09/06 10:15 Mohammed Sales (existing service) Telkom is currently investigating how it happened. Telkom will phone me back when this issue is resolved – no timeline given.
2019/09/10 09:02 Langa Sales (existing service) Can’t put me through to a manager, especially Marlin as he does not know who that is. 3 way conference with billing department (Asisipho). He will send a update order through to technical as they are the ones that need to fix the problem. I will receive an sms with the order number. He will contact me when it is done. He can’t tell me when the contract expires.
2019/09/11 11:43 Li-Anda Sales (existing service) She spoke to Marlin, he is going to check up on the issue and phone me back in 1 hour (13:00) 2019/09/11 13:10 Mekayla Sales (existing service) Marlin is not at his desk. She will send him an email again with my details. Gave me Telkom head office number: *** (Can lodge complaint with them) 2019/09/11 15:28 Zama Sales (existing service) Can’t give me expiry date, as limited access to system. Ref nr. *** Contract is currently month to month. Vishale (manager) 2019/09/12 10:36 Alisha Billing Managers and supervisors in meeting for ± hour. Will send email to Manager (Jade) to contact me back.