TELKOM IS THE WORST

I used to be a customer of Telkom who provided me with internet. However I have since cancelled the internet as their service was pathetic and non-existent. I also had and still have a Telkom Mobile account. I did not have any problems with my first contract and the service provided. However I have the biggest problem with them now. We are in a time and era where a virus is keeping us indoors and businesses are closed. Yet some services have to keep going and one of them is definitely telecoms.

Due to the pandemic and salaries getting paid late, or not at all. I was one of those people affected by it. So my debit order went unpaid for my account on the 25th of April 2020. Funds was then credited to my account and the debit order for the amount due was deducted on 2nd May 2020. To my knowledge my account was then paid in full and settled. I then received a statement via email on the 4th of May 2020 advising that I was in arrears and that I owe them practically double the amount(current balance due and past due - which was already paid).

I think decided to give them a chance to update my account, without calling in to their call centre. But alas, I received smses daily advising me that my account is in arrears and that I should settle it immediately. I decided to call them on 11 May 2020 to have it resolved, I was advised that an escalation was logged to have my profile update and the payment allocated which would take 24hrs. I waited 2 days and called back again, as the mobile app was still showing that my account was in arrears. I called the call centre twice on Wednesday 13th May 2020, requesting that a manager call me back, as they have more power and authority in resolving my query. This did not happen. No manager called me that day or the next.

On Friday 15th May, I woke up to see an sms advising me that my account has been debited for half the amount of my current payment due, which is only set to go off on the 25th of May 2020. I later called and explained myself as calmly as possible to a Mamokete Sikue, as previously I had been rude and unkind to the agents who had taken my calls. She tried hard to explain to me that it normally takes 10-14 working days for the collections dept to update and allocate my payment. However I was also advised that the escalation would speed up the process. I understood that process and was happy to wait, but what had upset me was 2 things. The constant smses and the fact that my account was debited a second time. She could not explain either of it to me. She apparently escalated my request for allocation of payment and had emailed her manager to call me.

I received a call from a Paul later that day, who advised that my account will be updated soon, and that my line will not be suspended. After giving him an earful, I said thank you and appreciated the fact that he had called. However, today, 16th May 2020 there had been an attempted to debit my account again, for the remaining payment due set for 25th May. I did not have money in my account for this debited as they had previously taken the last of the funds in my account. The bank charged me an unpaid fee and my Telkom account still shows that I am in arrears.

So basically, nothing has been resolved or updated.

If there is anything I can advise to people out there. It is that Telkom provides you with great deals and cheap data bundles. However, make one mistake when paying them back, even though it was out of your control. Make that one mistake, and they will punish you by making your life difficult and taking money where they should not.

I can also guarantee you that nothing will come from this review. No call back or follow-up. If you can, take your business else where and be sure to research a service provider before you move over. This is one of the worst experiences I have come across. I will be consulting with my lawyer to find out what legal action I can take against this ******** debiting of funds and misconduct on their end.