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irene I

1 reviews | Active since May 2016

22 Aug 2017, 13:38

Telkom - Credit you one month then Double Bill you the next

Having encountered a line Problem in July and being without a service for some +- 10 days I was given a full Credit for the Month of July. On the actual account it also stipulates the Credit was for Service Interruption. This month I get their bill and they have promptly billed for last month (taking back my Credit) an of course for this month. I put in a complaint and have just received a call from a Lady in East London and was told " Sorry that was a mistake" Our system only shows that there was a 2 day interruption so you will have to pay the balance. One can not argue with the Lady as she just does what she is told and can not answer why the "System" shows that - never mind that "Someone" Human I presume puts the information into the "System" in the first place. Surely they have the Reference Numbers of the Faults so they can see when it was Logged and also see when it was eventually corrected and that in fact they had to replace a Cable that was damaged in the area. Maybe I am too advanced for this "System" that they have, but it is very frustrating as a Pensioner to now find the extra money when you thought and used the little Credit you got to try and get above the water line and take just one little breath to help you through the Month. Sad Sad Sad that an institution that size can not even get things right in spite of their updated Technology and the Customer once again has to fit the Bill.

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irene I's update18 Oct 2017, 09:07
Reviewer Update
This is the 3rd time that I am writing about a complaint I have with Telkom - The first time that I made the complaint which was on the 22nd of August I received a reply from Keagan on the 29th August _ I then wrote back to Keagan (Private) and gave him more details so as to go into the Account and see what the problem was as he had mentioned in his reply that his team would look into he matter and get back to me. Well I then wrote back to Keagan on the 15th September as I had not received any reply to the complaint. It is now the 18th October and still there is no reply as to what they are doing about the problem and I still receive Accounts for the outstanding amount that they first of all credited me for as I was off line completely for just on 2 weeks, and then politely reversed that credit the following month. To make matter interesting, in spite of the fact that I did get my phone and Internet back after about 2 weeks, I have still had their contractors coming around periodically to come into the property to check on the Telephone Pole in the back yard as they still have on record that the cable which they told me was damaged still needs to be replaced and they need to find where the actual fault is. This has become a very frustrating situation seeing that the amount is still on this months account including interest, and as a Senior Citizen I would certainly hope that this can be solved sooner rather than later.