Telkom Customer Care centre - incompetence and misinformation.

I noted that my bill started to increase and went onto the Telkom app requesting a call back. On the 2nd Of December 2025 I insisted that I speak to a manager. I was put through to Rita, a Team Leader, who assisted. During the call it was explained that a system error on Telkoms side was billing me incorrectly, they were billing me more than they should. I received an e-mail from her after the call: Good day Mr Human, I hope you are well. Here is an update: I will log the case for the event billing tomorrow so that I can review the invoice that will be initiated. I need to confirm whether it includes the event billing or not, so that I can ensure both items are processed together. Warm Regards Tshepiso Rita Matsoso Telkom Mobile: AGENT

Note here in capital letters the title of AGENT, not a team leader.

I then received my latest invoice on the 6th of December 2025 and my bill again increased. I rep**** to Rita's e-mail: Hi Rita, Hope that you are well. I just received my latest invoice and it has now further increased to over 5k. It's been well over a week since I reported this and still I have incorrect billing due to a Telkom system error, as per your explanation during our conversation earlier this week. Please contact me urgently regarding this as it has to be resolved now as it is clear that NO attampt by any single Telkom personnell has been made to have this rectified. I was relieved after I spoke to you but I am now very disappointed as you have not delivered on your mention of having this resolved. If you are unable to assist please make an urgent attempt at directly contacting a senior manager or executive who will be able to assist and resolve my issue immediately. I have been resonable and patient, but clearly I am not being taken seriously. A damn shame actually. I have run out of patients. I am waiting for that call from a senior manager explaining that I have either been refunded by direct EFT or that my account has been credited, also assuring me that this will not happen again.

By 11h32 Monday the 8th December 2025 I still had no reply, I e-mailed again: Good morning Rita, I hope that you are well. I have not received any feedback this morning as yet. Could you please contact me urgently. Regards,

There was still no feedback on the 9th of December 2025, I e-maile again: Morning Rita, Still no feedback? I have not received a call from anyone at Telkom or any replies from my correspondence to you. I will be requesting another call back via the app and will insist on speaking with you. Please get your info ready and have your senior manager on stand by.

Two calls came in not long after this which I assume was from Telkom, but as soon as you answer, the call gets dropped.

I sent another e-mail on the 9th of December 2025 at 11h07: Hi Rita, Please phone again. Your calls are not even ringing but reflects as a missed call.

Rita then rep**** to my e-mail at 11h08 (9 December 2025): Good day, I hope you are well. I am sorry for not being able to respond sooner; I am currently on sick leave and not feeling well. However, I have managed to get the matter escalated again. The previous case was not logged correctly, but I have now logged a new case: ***2. The case will be attended to within 72 working hours, and I will follow up after that time. I have also included the previous invoice. I noticed that this month the extra charge was R1,256.99, and last month it was R798.00. I HAVE DISUTED FOR BOTH THE CHARGES Warm Regards Tshepiso Rita Matsoso Telkom Mobile: AGENT

Two things to note here now: 1."I am currently on leave" and 2., "The previous case was not logged correctly".

I rep**** to Rita at 11h23: Thanks for your reply. Please provide me the name of your manager so that I can speak to that person to contact me. I have allowed for ample time to get this processed and rectified. I am resorting to taking matters upon myself to get this resolved. If I leave it to your department, I will yet be billed with another incorrect amount come the next invoice date. It's been a week since we spoke and matters worsened, not gotten better. Incorrect case numbers logged, further delays of yet another 72 hours to respond and then only a follow up after that. This is incompetence by Telkom's own admission. I will be going onto the app now requesting a call back again. I will navigate myself to the next authority if you do not supply requested information.

I went onto the app as I mentioned and requested a call back. I was contacted and explained that I was dealing with Rita but was told via e-mail that she was not at work, and asked to speak to her line manager. I was transferred and rita answered the phone. I was dumbstruck by this as she had told me in writing moments earlier that she was not at the office. I could also not detect any hint of illness, she sounded in perfect health. I asked to speak to a manager who was, as per usual, in a meeting. Telkom menagers at this level are world class experts at meetings but completely ******* at anything else. I was then put through to Bianca Jacobs (spelling) who I was informed was the manager. She went through what was to happen and said that it would take an hour or 2 to have feedback on the process. It was 12h05 when I looked at my watch and I then said that I can expect a call at 14h05, from either her or Rita to which she agreed. Its Thursday night 20h20 and I am still waiting for that call.

After the call Rita sent me an e-mail at 11h56: Sorry meant to say I am back in the office Warm Regards Tshepiso Rita Matsoso Telkom Mobile: AGENT

E-mail from Rita at 14h49: Good day As I have escalated ,advised by manger . Kindly please note that we haven't received feedback. Warm Regards Tshepiso Rita Matsoso Telkom Mobile: AGENT

I rep**** at 15h52: Hi, I am just in meeting with my executive head and the CFO. Please let Bianca contact me at 15h15 sharp. No execeptions. I insist on that call.

Reply from Rita at 15h09: Bianka has confirmed that she will contact you immediately upon receiving feedback. Warm Regards Tshepiso Rita Matsoso Telkom Mobile: SME-Management

Note now that Rita's insignia has changed from AGENT to SME-Management.

I rep**** back to Rita at 15h40, who has in the space of a few hours, been promoted from AGENT to SME-Management: Hi Rita, I cannot accept that as that can be indefinately. I would like a call please as discussed with her in our earlier conversation. I specifically nominated 14h05 as the time for that call to be made. It did not happen. Please be sure to CC her in all correspondence going forward. I am leaving the office at 16h00. I will be available after hours as well.

I specifically asked that Bianca be CC'd in all correspondence. This did alos not happen. This is a dead giveaway that Bianca is either not in a management position as claimed (fearing insignia credentials to be visible), or, has no interest in making work of resolving my issue. Refer back to my previous comment on Telkom managers and meetings.

My e-mail sent 10 December 2025 at 09h45: Good morning Rita, I am still waiting for that phone call. Please have Bianca phone me urgently. Regards,

Reply from Rita at 13h28: Good afternoon I hope this email finds you well .I went to check in with her now . I am sorry , she still hasn't received feedback. Warm Regards Tshepiso Rita Matsoso Telkom Mobile: SME-Management

My reply back to Rita at 16h17: She is just avoiding me. Let me tell you why she is not phoning me. She has not received feedback because she, 1., has not made it a pressing issue, 2., she's hoping that someone else is doing something about it and as long as it's not her and 3., she has not attempted any effort whatsoever in trying to resolve the matter. Let me be clear as you yourself have not comprehended what I have been requesting: SHE NEEDS TO PHONE ME.

By today, 11 December 2025, I have still not been contacted and have rep**** back to Rita: Hi Rita, Still no feedback. Bianca is also not CC'd in any correspondence as I requested. You can read all about my dealings with you and Bianca in my Hellopeter write up.

Telkom having a system error is a Telkom problem, not mine as the client. Billing a client incorrectly and taking more that you are supposed to due to that internal system error is effectively *****ing from your client. Supplying another incorrect invoice, after a Telkom staff member confirms that more was taken that was supposed to previously, and being in the middle of trying to get my bill resolved and my monies paid back to me, is still, as things currently stand, another attempt at *****ing from me as the client. A case logged incorrectly internally, as confirmed in writing by a Telkom staff member, is another Telkom problem, and not that of the clients.

This has been going on for weeks now. I insist that this gets resolved Friday 12 December 2025 and that the monies taken from me be paid back to my account immediately. If the nonsence and complete bulltwang I have been fed by Rita and Bianca over the past 2 weeks was not a factor, I would have not been so demanding. I sincerely hope that they get dismissed as they are putting your establishement in further ill repute. It absolutely pains me knowing that a small percentage of that money goes to paying *********** people like them.

Once my money has been paid by direct EFT, I would like to see an invoice and formal writing explaining that my account has been rectified and that this will not happen again.

To conclude, my initial first call was answered by a lady named Caslin/Caslyn (spelling). She was exceptional and very professional, and had a good knowledge of your systems. Please provide me with her conact details or supply my details to her as I would like to speak to her about emplyoment within our company.