Telkom misleading impacting customers financially

Good Day Case ***7

I would like to log a complaint as i feel i have waited and given telkom a month full to be able to resolve this matter and be given a resolution. To my surprise no more one dis bothered to to do but however till this day on the 21th of January 2020 I have not received any feedback. In the year 2018 on the 30th of March I took a 2 contracts with telkom for a Huawei mate p20 lite and a Huawei P smart 2019 each phone had its own device insurance. When taking the contract it was 2 different billing accounts the Huawei mate p20 lite and its device insurance were under 1 billing account, then the Huawei Psmart 2019 and its device insurance was on a different 2nd billing arrangement.

I then decided to go back to The Glen Telkom store where I had taken the contracts to go to the consultant who was assisting me from the day of the contract and asked him to please put both contracts and it's device insurances under one billing account which is under my billing bank acc who told me everything had been done as I requested and even gave me a figure saying for both devices and insurances would be roughly 849 - 900 which will be under one billing arrangement and 1 debit order date.

Been getting billed and with the impression everything only to mu surprise in December when i received the below statement and my actual statement kindly find attached. When i called the telkom customer care to find what exactly was going on first found a very rude lady by the name of Lungile who told me they could not give me a break down of the statements as I did not understand what the R991.51 was for then I eventually got another consultant who was able to explain that the amount was for insurance and how it was not combined to the bill as requested so they have been debiting everything else but the device insurance was not merged under the 1 billing arrangement.

My frustration through all of this is them debiting the wring account then charging rejection fees until it was this high then it has to be my responsibility to pay such and again liaise with the insurance company when someone somewhere clearly did not due their job right this puzzles me.On the 07th of December 2019 that was when I went to The Glen Mall telkom store again to go find out exactly what happened then this consultant Shedrick still insisted that he did the right thing I should go provide some other consulted my details for someone to call me back from customer services this made me livid i asked for the manager realizing clearly one of telkom's values in providing excellent customer service is not taking ownership.

Manager who was on duty came i explained what I had recently discovered she had a look at the matter asked that consult to call telkom too regarding the matter and also advised me a dispute will be logged as she also realized that this insurance was not merged as part of the billing account I then told her I can not be held responsible to paying such a high amount when I had clearly told them everything needs to be under one billing arrangement. My concern is then what happens to the insurance and again this is clearly a loss because of people not being vigilant whilst doing their jobs more especially something that is now to impact me financially as it already has. I was told by the manager that they will ask the department dealing with billing and all to remove all the rejection fees and the money I should pay would then be R586.11 which the rest will be disputed of R405.40 I thought okay fair enough but then again realised no I will not put myself to doing so up until I receive feedback for the dispute/case logged i was told by the manager herself i should receive feedback by surely the next coming Thursday and she would also call me and gave me her contact number too. She did not i followed up with telkom customer services then I was told no dispute was logged.

I honestly am very disappointed with the lack of sense of urgency neither does anyone find the need to give me feedback,I have called numerous times asking for feedback no one seems to be able to tell me what has been done. This had caused nothing but stress I did inform the due to no feedback from her end too I am taking this further was informed case was assigned but resolved ofcouse so this is what will be happening to seems I need to go to the ombudsmen because this is something I now have to suffer for due to negligence.To make it worse l called telkom today and was told a dispute was logged however lacked details and they did send an email back to the person who logged it no one responded since from the 7th

This is extremely appalling customer service from such a big brand. Overall i need a way forward or can the insurance in arrears be cancelled completely. I will be waiting for a resolution by either email, phone