Telkom Mobile “Service” - Total FRUSTRATION, a truly HORRIBLE experience

<p>Telkom Mobile “Service” - Total FRUSTRATION, a truly HORRIBLE experience<br />I signed a few mobile contracts with Telkom end 2016 - I also signed an agreement for them to manage this via debit order.<br />My first month's account was overcharged by 500% - When I contested this, I was told I would have to wait 72 hours for any refund – strange seeing it was Telkom’s fault.<br />Since then, Telkom slipped behind on the debit order facility I provided them. I picked this up after receiving an SMS saying there was a problem with payment – strange again seeing that Telkom was given debit order rights.<br />Monday 9th January, I called Telkom, and told them to ensure there is no telephone interruption, and that they fix the debit order problem. The Telkom billings call centre were very confused by my account, saying they need to take it to management to try work it out and that they’d get back to me. They never called back.<br />On 11 and 13 January, Telkom debited my account fully and then for some insane reason cut off service to all the phones. <br />On the 16th January I finally got a case number. The phone calls weren’t working, so I used their online facility to speak to an agent – what a horrible experience.<br />Only on 20th January I’m told that my case number has been "despatched" - but nobody can explain what that means. I call in and I’m told I will need to wait 14 days for the service to be reconnected. That’s a number of business lines down, clearly explained to them and the damage that brings, but no action taken to fix it by Telkom. Everybody hides behind the “system that can’t be changed”, and the first line of call centre agents appear to be protecting themselves and their mysterious management, who to date have done absolutely nothing! <br />Each day I make contact online, I’ve been to 2 walk-in centres and I have made several more calls. Not once have I been helped. I’ve been told it’s with billing, nobody can tell me what the escalation procedure is nor who is in charge. The call centres keep you hanging for 45 minutes and the online “care” line doesn’t escalate anything and they conveniently cut you off when it suits them. One hopeless process!<br />All that has happened:<br />Telkom is sitting on my money, and I’ve paid for a service that I am rightly entitled to, but Telkom is withholding this<br />Their debit order system doesn’t work<br />The call centre doesn’t work<br />The billing department doesn’t work<br />There is no “management" involvement<br />Not once has Telkom returned any calls. Telkom clearly couldn’t be bothered!<br />It’s in the interest of the everybody to understand these challenges before making any commitment to Telkom. This is totally one-sided, and it is the client that is left with the full burden of dealing with poor Telkom service, a lack of responsibility, empty promises and total confusion. HOw can there be any trust?</p> <p>Right now, my case is still unresolved, with zero commitment by Telkom to take responsibility for their totally self-inflicted mess. Telkom just doesn’t care!!!</p>