YF
Yolandi F
1 reviews | Active since Mar 2017
12 Nov 2024, 12:03
Telkom Mobile Billing Dispute
I have been a Telkom Mobile customer for 10 years and never had a network or billing issue. However, I upgraded my contract on 12 Oct (via iStore) and my November bill has an unexpected additional charge of R5359 (in addition to my subscription fee of R792.01). I have a spending limit on my account of R1 and I'm not even close to having used up my voice and data limits for the month. I am unable to reach Telkom Mobile to discuss the billing issue, I keep being referred to self-help options which doesn't include billing disputes. Have logged a call back on Monday and still have not contacted. I need this resolved before the money is taken off my account at the end of the month.
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Yolandi F's updateReviewer Update
12 Nov 2024, 18:04Update: A visit to the Telkom branch confirmed that the additional charge is a device obligation/carryover fee related to an early upgrade. However, this charge is incorrect, as I qualified for an upgrade in August, three months before my contract end date on 8/11/2024. I have screenshots verifying my eligibility, and both iStore and Telkom confirmed during today's in-person visits that I qualified for the upgrade which took place on 12 October.
Telkom called me back today, but the agent was unable to assist because her system was offline. She promised to call me back immediately, but I am still waiting. In-store staff advised me to try the 180 number; however, I want to reiterate that I’m unable to reach an agent through this channel, as it continuously redirects me to SMS or WhatsApp self-help options.
Telkom called me back today, but the agent was unable to assist because her system was offline. She promised to call me back immediately, but I am still waiting. In-store staff advised me to try the 180 number; however, I want to reiterate that I’m unable to reach an agent through this channel, as it continuously redirects me to SMS or WhatsApp self-help options.
YF
Yolandi F's update12 Nov 2024, 18:04
Reviewer Update
Update: A visit to the Telkom branch confirmed that the additional charge is a device obligation/carryover fee related to an early upgrade. However, this charge is incorrect, as I qualified for an upgrade in August, three months before my contract end date on 8/11/2024. I have screenshots verifying my eligibility, and both iStore and Telkom confirmed during today's in-person visits that I qualified for the upgrade which took place on 12 October.
Telkom called me back today, but the agent was unable to assist because her system was offline. She promised to call me back immediately, but I am still waiting. In-store staff advised me to try the 180 number; however, I want to reiterate that I’m unable to reach an agent through this channel, as it continuously redirects me to SMS or WhatsApp self-help options.
Telkom called me back today, but the agent was unable to assist because her system was offline. She promised to call me back immediately, but I am still waiting. In-store staff advised me to try the 180 number; however, I want to reiterate that I’m unable to reach an agent through this channel, as it continuously redirects me to SMS or WhatsApp self-help options.
YF
Yolandi F's updateReviewer Update
12 Nov 2024, 19:07Correction: Contract expiry date was 14/10/2024, one qualifies for an upgrade with 3 months or less remaining on your contract. Upgrade date 12/10/2024, so well within upgrade parameters with only 1 month remaining on contract.
YF
Yolandi F's update12 Nov 2024, 19:07
Reviewer Update
Correction: Contract expiry date was 14/10/2024, one qualifies for an upgrade with 3 months or less remaining on your contract. Upgrade date 12/10/2024, so well within upgrade parameters with only 1 month remaining on contract.