Telkom Error Cannot be Rectified - Incompetence or Apathy

Item: Telkom
Rating: 1
Author: Desmond W

PLEASE HELP sort out my ADSL Subscription and Billing Problem! I have been trying to sort out this mess, initiated by Telkom, since the beginning of November 2016. The problem is that Telkom initiated a 100G SoftCap contract with DSL Faster Plus Bundle in November – (This was NOT asked for and is NOT wanted). A summary of my current package situation is as follows: Unwanted/Un-Asked for contract – Has been reversed Unwanted/Un-Asked for SoftCap 100G – Has been corrected to SoftCap 40G Unwanted/Un-Asked for DSL Faster Plus Bundle – MUST STILL be Changed back to DSL Fast Bundle. A summary of my current billing situation is as follows: Contract Fee (R1,119.42) – Has been reversed Invalid Interest Charged (R20.51) – Must still be Reversed DSL Contract Fee (R248.76) – Must still be Reversed SoftCap 100G (R185.75) (Difference between 100G & 40G) – Must still be Reversed DSL Faster Plus Bundle (R1,169.81) - Must still be Reversed Original Contract Discount (R-47.36) – To be reinstated from January 2017. Your billing department is unable to help me until my ASDL package has been corrected. My attempts to get my DSL Faster Plus Bundle (Which by the way was NOT REQUESTED!!!!) changed back to DSL Fast bundle has thus far been unsuccessful. Your call center agents say that they cannot make this change without a managers approval. A call center agent called Fanele (email - ********** apparently forwarded my request on to his manager, Tabiso Mahlahlo ,on January 18th, 2017. I have since called back to speak to Fanele or Tabiso on February 1st, 2nd, 3rd, 7th, and 13th and every time I get told that an email will be forwarded to Tabiso to call me back. Well here we are February 20, 2017 and Tabiso has still not contacted me. This problem started on November 2nd, 2016 when we asked for a ONCE OFF top up of 100G. We were told this would cost R269. Your call center agent (Kerisha) told us that for an additional R49 we could upgrade to 40G SoftCap monthly package, which we accepted (Ref no.: ********** 28A). NB! The two amounts mentioned above of R269 and R49 p/m are the only additional amounts that we agreed to!!! Your voice recordings will prove this!!! On November 9th, I called Telkom to find out why we were only allocated 50G once of top up instead of 100G. At this point Telkom incorrectly started a new contract on our behalf (100G SoftCap contract with DSL Faster Plus Bundle). Please take note that we did not ask for this contract – we did not ask for an upgrade to 100G – we did not ask for a faster internet speed (DSL Faster Plus). We (i.e. My wife or I) were NOT told about any of the costs for the new 100G contract NOR did we agree to any of them – Again, your voice recordings will confirm this. PLEASE HELP SORT THIS PROBLEM OUT. The incompetence or apathy on Telkom’s behalf to sort this problem out is ridiculous.

Helpful (0)

Replies (0)