TELKOM MOBILE INCOMPETENCY
Bought airtime on my mobile banking platform a week ago and Telkom Mobile havent credited my account since then. Only got an sms saying "Dear valued customer, we received your recharge request and apologize for the processing delay. Your reference number is [***]. Kind Regards, Telkom."
Now their customer services are claiming that reference number they cant locate it on their system. I`m considering moving back to Vodacom
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Replies (2)
Telkom's replyOfficial
11 May 2018, 13:39Good Day
Thank you for allowing us the opportunity to assist further on your query.
Kindly confirm your affected telephone number/s, reference number if available, ID number and contact details, so that we can be able to investigate, assist and provide feedback.
Make sure you post a “Private Reply” to protect your personal information and allow us to view the details.
We sincerely apologize for the inconvenience.
Kind Regards
Tumelo
Best regards,
Telkom's reply11 May 2018, 13:39
Official
Good Day
Thank you for allowing us the opportunity to assist further on your query.
Kindly confirm your affected telephone number/s, reference number if available, ID number and contact details, so that we can be able to investigate, assist and provide feedback.
Make sure you post a “Private Reply” to protect your personal information and allow us to view the details.
We sincerely apologize for the inconvenience.
Kind Regards
Tumelo
Best regards,
's updateReviewer Update
11 May 2018, 13:48Please see below conversation
Welcome to the Telkom Chat service.
One of our friendly agents will assist you shortly.
Please hold for the next available Agent.
8:02:44 PM) (u'Paul Hwingwiri',)> hi...i bought 2G data via my mobile banking platform on 24 April but hasnt been credited yet
You are currently being assisted by Zanele Hlatshwayo
8:03:36 PM) (u'Paul Hwingwiri',)> ref is MR0017E393
8:03:40 PM) Zanele> Thank you for the enquiry, I am happy to assist you with your query, however we would require you to pass a few security questions. Kindly provide me with the following.
1. Affected Number
2. I.D/passport number
3. Residential / Billing Address
4. Alternative number
8:03:57 PM) (u'Paul Hwingwiri',)> 1. ***
8:04:13 PM) (u'Paul Hwingwiri',)> 2. CN073311
8:04:30 PM) (u'Paul Hwingwiri',)> 3. 132 RELLY STREET SUNNYSIDE
8:04:33 PM) (u'Paul Hwingwiri',)> 4. ***
8:05:43 PM) Zanele> When did buy the data?
8:06:03 PM) (u'Paul Hwingwiri',)> I gave the date already i thought
8:06:57 PM) Zanele> How did you buy the data?
8:07:17 PM) (u'Paul Hwingwiri',)> FNB Mobile Banking
8:07:29 PM) (u'Paul Hwingwiri',)> and got th following msg from your side
8:08:26 PM) Zanele> You need to provide with bank statement showing that transaction because nothing is showing on the syterm.
8:10:03 PM) (u'Paul Hwingwiri',)> Dear valued customer, we received your recharge request and apologize for the processing delay. Your reference number is [***]. Kind Regards, Telkom.
8:12:16 PM) (u'Paul Hwingwiri',)> On my bank statement it shows as debited on the 25th, R140
8:13:56 PMZanele: Kindly send the statement to ***.
8:14:20 PM You: Ans why would i do that when i have given you the ref number
8:14:48 PM You: Doesn`t your system show that a transaction was done with that ref number on 24/25 April for R140?
8:15:16 PM You: Why is the burden of proof on me and not on Telkom who issued the ref number?
8:16:10 PMZanele: No the systerm is not showing anything.
8:16:45 PM You: ahhh never mind, i`m taking this up with ICASA, Hello Peter and everybody who cares to listen
8:16:54 PM You: Thanks, you just lost a customer
's update11 May 2018, 13:48
Reviewer Update
Please see below conversation
Welcome to the Telkom Chat service.
One of our friendly agents will assist you shortly.
Please hold for the next available Agent.
8:02:44 PM) (u'Paul Hwingwiri',)> hi...i bought 2G data via my mobile banking platform on 24 April but hasnt been credited yet
You are currently being assisted by Zanele Hlatshwayo
8:03:36 PM) (u'Paul Hwingwiri',)> ref is MR0017E393
8:03:40 PM) Zanele> Thank you for the enquiry, I am happy to assist you with your query, however we would require you to pass a few security questions. Kindly provide me with the following.
1. Affected Number
2. I.D/passport number
3. Residential / Billing Address
4. Alternative number
8:03:57 PM) (u'Paul Hwingwiri',)> 1. ***
8:04:13 PM) (u'Paul Hwingwiri',)> 2. CN073311
8:04:30 PM) (u'Paul Hwingwiri',)> 3. 132 RELLY STREET SUNNYSIDE
8:04:33 PM) (u'Paul Hwingwiri',)> 4. ***
8:05:43 PM) Zanele> When did buy the data?
8:06:03 PM) (u'Paul Hwingwiri',)> I gave the date already i thought
8:06:57 PM) Zanele> How did you buy the data?
8:07:17 PM) (u'Paul Hwingwiri',)> FNB Mobile Banking
8:07:29 PM) (u'Paul Hwingwiri',)> and got th following msg from your side
8:08:26 PM) Zanele> You need to provide with bank statement showing that transaction because nothing is showing on the syterm.
8:10:03 PM) (u'Paul Hwingwiri',)> Dear valued customer, we received your recharge request and apologize for the processing delay. Your reference number is [***]. Kind Regards, Telkom.
8:12:16 PM) (u'Paul Hwingwiri',)> On my bank statement it shows as debited on the 25th, R140
8:13:56 PMZanele: Kindly send the statement to ***.
8:14:20 PM You: Ans why would i do that when i have given you the ref number
8:14:48 PM You: Doesn`t your system show that a transaction was done with that ref number on 24/25 April for R140?
8:15:16 PM You: Why is the burden of proof on me and not on Telkom who issued the ref number?
8:16:10 PMZanele: No the systerm is not showing anything.
8:16:45 PM You: ahhh never mind, i`m taking this up with ICASA, Hello Peter and everybody who cares to listen
8:16:54 PM You: Thanks, you just lost a customer