1 reviews | Active since Dec 2018
TELKOM CHEATING CUSTOMERS INTO PAYING FOR THINGS THEY DIDN'T ORDER
I app**** for an ADSL wifi line with telkom, they sent someone to install it and i set up a debit order that deducts about R805 from my bank account every month. My internet went down for 4 days a few months ago, when I called in to find out why, I was informed that my account was suspended as it was in arrears. I informed the agent that it wasn't possible as the debit order had come off the same way it does every month, it was then discovered that a duplicate order had been placed on my account and that it was generating arrears, I was informed that this would be cancelled and disputed and received no compensation for my service been disconnected for 4 days in error. A couple of months later, my phone was ****** and i went in to telkom to apply for a phone contract, i was then informed that my account was in an arrears amount of over R900, this was the exact same duplicate account that had caused the above mentioned issue. I was instructed to call in and get it resolved; after calling basically every department in Telkom's call center, no one was able to help me and explain what had happened, they all said the same thing "we will escalate it and you will be contacted", evidently I was not contacted at all. I then attempted a cellphone application at vodacom, they informed me that my credit score was too low and that was because my account with Telkom was in arrears for several months. I then went back into the telkom store and demanded that the error be rectified, they then informed me that as the account was now over R1000 in arrears, they would not be able to help me in store, this infuriated me because the first time I went in, the account was under R1000 but nothing was done, the manager of the Kenilworth Center then said she would escalate it and that "maybe" then I'd be able to apply for a phone contract with telkom while my credit score gets rectified. The account was then credited and my credit score WAS NOT rectified. However I was truly done fighting this month long battle decided to just build my credit score back up myself, however, this month, December 2018, I received another invoice for the same ********** account that telkom made under my name. I'm truly at a loss on what to do.
Below is a few emails I've sent Telkom as well as their responses if any:
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To: **********
Hi
I made this case in August as the agent that completed my ADSL application for me had made a duplicate order, I've call in multiple times to get this resolved only to find out this week when I app**** for a mobile contract that it had still not been resolved. I was told by an ageny that the duplicate TIN: ********** was in arrears and that he sees that a case was logged over a month ago and he wasn't sure why it hasn't been tended to yet. Telkom and it's representatives are responsible for this error and I've been waiting months for it to be resolved. I was assisted by a telkom store representative that gave me this email address.
Please advise what the hold up is, this error I preventing me from applying for more telkom products and is also damaging my credit score, how do I avoid legal action.
Case Number: ********** 7 TIN: ********** ID Number: ----------------
Adam Castle
Date: Thu, 18 Oct 2018, 15:48
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Safe to say it's been almost 2 months and I still have not received a response.
The next email is one I sent the manager of the Kenilworth Center Branch expressing my frustration for this taking months to resolve:
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Hi Mieshka,
My apologies if I've spelled your name incorrectly.
As you know a duplicate order for a 10mb uncapped adsl line was created by a Telkom representative under my name without my consent or request, when I app**** for a 10 mb uncapped adsl wifi online. I discovered this error on Telkom's part when I had been notified that my credit score had suffered a hit due to an overdue account with Telkom, I couldn't understand how that was possible as I had had a debit order set up that deducted about R806 from my account at the end of every month. Upon investigation I had discovered that the account in arrears was the result of incompetence on Telkom's part whereby the business failed to process a simple wifi order that I'm sure has been done many times before.
After calling around many different departments in Telkoms call center and visiting many stores, you assured me that you'd get it taken care of; which I acknowledge you did, in part. The account was cleared and there was no longer an overdue account. However, I've received yet another invoice this month, which as I'm sure you can understand frustrated me. Especially since this recurring issue is negatively impacting my credit score, I can't even apply for credit with Telkom because of the business's own error. I visited the store twice in the past 2 weeks to see you, however the first time I was told that you were "too busy" to see me and would contact me on Monday the 3rd of December, a store representative even took down my contact details. I was not contacted at all. The second time (last weekend) was told that you'd only be back at work this week Monday, my details were taken again; yet I've still received no contact. I've asked multiple times for reference numbers and any proof of confirmation of this atrocious crime Telkom is continuing to commit by blatantly disregarding the Consumer Protection Act by charging me a service that I did not order (I ordered ONE ADSL line, I've received it, and I pay for it every month, I am holding up my end of the proverbial bargain.) also, this duplicate order that I'm being charged for? I haven't even received it or had it installed, so to further the ********ity of the situation, not only is Telkom charging me for a service I did not request, but also, I'm being charged for a service that I HAVEN'T EVEN RECEIVED.
Now I acknowledge that people make mistakes, but someone, somewhere is not doing their job correctly, I've emailed email address given to me to escalate this issue to no avail. It is clear that this is either being done deliberately or is the result of gross negligence.
Should I receive no communication from you by end of day today to the effect of Telkom FINALLY clearing and cancelling this ********** account and clearing my credit score so I can apply for credit again, I will be seeking legal action. I've been far too patient, this issue has been going on for several months.
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This was her response:
Good day Mr Castle
My humble apologies for the ongoing matter.
I am fully aware of the below query, to my understanding the credits has been passed and matter was rectified at that time. According to the original order, the data was cancelled however for some reason the data reflects on your profile, which leads to accounts billing you for something that you don’t have. It seems to be an system error, whereby the data is stuck on your profile. I have logged an internal query in order to resolve the matter, refno: ********** .
I have also logged a billing dispute for that data account refno: ********** 9
Once again, I apologise for all the inconvenience caused during this time.
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So once again for about the 5th month in a row Telkom has given me the same story, this is all very **********, it's clear that Telkom is trying to cheat me and who knows who else into paying for a service that doesn't even exist or they'll damage your credit score, it truly is a genius plan. So if you were considering joining the Telkom community, think twice and be prepared for the worst customer service in history. Telkom is trying to make a profit off ********** activity.