Telkom LTE mobile broadband

<p>My brother and I cancelled our DSTV subscription in January 2017, as we decided to sign up for Telkom's uncapped LTE mobile broadband deal for R799/month. </p> <p> </p> <p>In the contract, which was filled in by hand in a book at the Telkom store, there was an area where you can fill in your banking details, if you wish for your monthly payment to be deducted from your account via debit order. We supp**** them with my brother's banking details, as the contract was in his name. </p> <p> </p> <p>At the end of February 2017, he told me that he suspected that the Telkom debit order had not been deducted up until that day. We experienced some line speed issues and called customer care (081 180) on 1 March 2017. A fault was logged and he received an sms with a reference number. On the 3rd of March 2017, my brother received a call from Telkom. The lady enquired about the fault we reported and wanted to know if the problem had been resolved.</p> <p>Once it had been confirmed as resolved, my brother asked her about the suspicion he had about the payments. She confirmed that the account was in arrears. My brother offered to make a payment via EFT to get the account paid up to date. The lady declined his offer and said that it wasn't necessary, as she would sort out the problem from her side and have the account debited. </p> <p> </p> <p>Almost 2 weeks later, on the 16th of March 2017, an amount of R2 409 was decucted from my brother's bank account by Telkom. </p> <p> </p> <p>Yesterday morning (21 March 2017), on human rights day of all days, our internet suddenly stopped working. Naturally we called Telkom, but only to find out that the account had been suspended due to non-payment. We took the matter up with a Telkom consultant and was eventually transferred to a team manager (named Toni or something close to that). After explaining the situation to her and after we had emailed a screen shot of the sms from the bank to show that the money had been deducted, the team manager assured us that the suspension on the account would be lifted within 2 - 4 hours. This was just before 12:00 yesterday morning. </p> <p> </p> <p>At roughly 16:50, we called customer care once again, as my internet was still down. We had to start by explaining the entire story again, right from the start. We were then transferred to another team leader (surname was Malinga, email address: ********** She was quite amazed that the previous team leader told us that the suspension on the account would be lifted on the same day. We were told that it was not possible. We pleaded our case with her and were eventually told that she would escalate the matter to an escalation manager, who would call us anything from 8:00 this morning (22 March). </p> <p> </p> <p>At 15:53 today, we called customer care again, after we had not received a single phone call from Telkom today. We had to explain the entire situation to the consultant, named Mandla Qepu. He wanted to transfer us to his team leader, but apparently their system was experiencing some technical difficulties. He took down a cell phone number and we were told that his team leader would call us back immediately. </p> <p> </p> <p>At 16:23, we called customer care. Once again, I had to explain our problem, but was told (for the 100th time) that the payment had to be allocated first - which takes 7 - 14 working days, meaning that we will only have internet and access to tv shows again in April. </p> <p> </p> <p>If this was our fault, we would gladly accept it, BUT we offered to make a payment and was gold "that it wasn't necessary" and not to worry because it would be sorted out. </p> <p> </p> <p>I am now writing this letter because we are fed up with absolutely poor and unprofessional service we have received from Telkom!!</p>