Telkom not taking accountability

Last year I signed up for a Telkom ADSL promotion (24 months) for R699/month. I use my line purely for ADSL and don't use it to receive or make phone calls (Don't even have a Telkom phone).

3 months ago I noticed, even though I have always been paying my R699, that Telkom started billing me more than the R699 per month. I phoned them and explained my problem to the billing department. They mentioned it is a problem in the sales department and I got transferred to Sales. Sales transferred me back to billing, but now to new agent. This agent again transferred me to sales (Again a different agent). Every time I have to explain the story. The last lady mentioned that she found the problem and it was related to the discount I was supposed to get and that it is sorted and I'll see it on my bill. It took me more than 40 minutes from a Cellphone to resolve. Will Telkom refund me for this phone-call - I doub t it.

The next month, it still wasn't resolved, and again I had to make the same phone call. Sometimes, I will get the response from Telkom "Sorry, but I don't know what to do". All I want is some-one from Telkom to take ownership and get the people who needs to be involved, to sort out my problem. Other responses - "You are at the wrong department and need to call billing". Seriously - phone billing to be transferred again to the wrong department. On my last bill, the info was still wrong, and I again phoned Telkom Billing, and at last I got to a Telkom employee in billing, and it sounded like she understands my frustration and will solved it for me. I was really happy that it will now be sorted.

Today I received a phone call from a Telkom Agent, and I was really hoping that it now will be sorted. After a few minutes I realized that this person don't know how to assist me, and she mentioned that I need to phone billing or go to a Telkom shop as this is again the wrong department. I explained to her, that I expect some-one from Telkom to take accountability and solve it as I'm NOT going to phone their billing department again or go to a shop, and will continue only paying my R699 as I have been paying since I went into this agreement.

The answer I got, was "I will phone you when I know more" and before I could say anything, the telephone was put down in my ear. I think this is very unprofessional from Telkom agent.

Telkom, If you see this, Can you please get your different departments, not to function in Silos, but to teach them how to take ownership and assist us users end to end. I'm almost 100% convinced that at the end of this month, the billing will still be wrong and that you would at some-point disconnect my Telkom line.

I'm hoping... Soon things will go better...