Telkom overcharging on fibre contract.

I was retained as a customer at a discounted price when I moved from ADSL to FIBRE. I was billed correctly for about a year. Suddenly, my monthly billing was increased without any discussion with me, or agreement. Since then, which is almost 12 months, I have logged a billing complaint each month, the relevant credits have been passed, and commitments have been made monthly to correct my monthly billing. It hasn’t happened and the process of logging a monthly billing complaint has continued. About 3 months ago, without any further discussion with me, someone in Telkom (Sales are blamed by the Call Center) has closed my billing complaint each month without feedback to me and decided not to pass the credits due. Last month I went into a Telkom shop and discussed the issue. The gentleman I dealt with was very good, said he could see what happened (which was system related), and told me Telkom need to correct the billing. I have heard nothing further but low and behold, my monthly account has just arrived, and is billed at the increased amount. I will go back to the Telkom shop and register another complaint but it is becoming clear it will achieve nothing.

I have requested the names or departments that this can be escalated to, including the CEO, but these have been withheld and there has been a great reluctance to provide escalation details.

I do not owe the increased charges but it is proving absolutely impossible to speak to someone at Telkom who can sort this out.

It is obvious that the Call Center does not have the authority to resolve this and those who are making the decisions are hiding in the background.