Telkom is PATHETIC

Item: Telkom
Rating: 1
Author: Omer E

Hello Peter, My experience with Telkom is extremely bad. I will give everyone a summarized version of what has happened this time, In January 2016, i lost my job and called Telkom and asked if i could pay the outstanding amount over 3 months. The agent said yes thst is fine. We left it at that and paid. Then the line got cut on the 27 February 2017, My wife called in to the call centre and spoke to an agent called Wendy. She asked Wendy if we can pay the full amount at the end of March and asked how much we need to pay now get the line activated again. Wendy said that we must R728.95 to get the line reactivated in 48 hours. She also said that we can pay the outstanding amount over 3 months by paying 40% then 30% and 30% of the outstanding amount on top of the monthly premium. We were very happy as that was good. After 3 days i called telkom and spoke to an agent and told her of what happened, she was not helpful and fobebd me off all the time so i escalated to a man call Gosia. Gosia was very rude and abrupt and told me that is not how a payment arrangement works and implyed that my wife was lying. I then asked for the call receording to be pulled up as Telkom made me a promise and they are not adhering to this. Gosia got into contact Wendy's manager. I tried to call for a few days and was advised that Wendy's manager Samantha was busy, the normal response was that Samantha was on lunch. She then advised me that she listened to the call and that the arrangement was promised to my wife by Wendy and that disciplinary action is being taken. I advised her that Telkom made me a promise and need to follow through with this. It turned out that the arrangement was not made on the system. Samantha was extremely rude and advised me that my internet will be off for the duration of 3 months while the arrangement is on. She also advised me that i must pay the monthly premium too. I got extremely annoyed by her telling me that i must pay for my monthly premium even thoough i have no service. That is not right, she refered me to my contract, which i never received or signed. She then insinuated that if i was a good payer then this would not happen and she gave me 2 options, 1 ) i Pay the full amount and have my services reinstated. or 2) i pay a monthly premium, plus the extra for the outstanding amount and have no service. I advised her that this is not acceptable as Telkom promised made promises to me and didnt follow through. I asked if my contract could be cancelled, She said no way. I asked her to speak to someone higher as she was the most unhelpful and uninformed person i had spoken to. She advised me that their is no person higher than her and i must accept her options as i have no other choice. Today i have paid R1800, i do not know why this is so much. Telkom has made me promises on 2 occassions and on both occassions i have done my part. I have been without internet for exactly a month today and all telkom can say is that it is Wendys fault for making the promise to my wife. Regardless of who did this, TELKOM made me the promsie and TELKOM should follow through. I have paid for this past month even though i have had no service. Based on this interaction i will never recommend telkom to anyone, I hope that nobody else falls into this trap. Telkom do not care about their customers. They only care about money. In addition, your call centre staff need proper training. Every person you speak to has a different story. YOU should be taking responsibilty for this and not your customer. I will await your call.

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