Telkom. Please start today, not tomorrow. Overcharging on Cellphone capped contract . Case no: ***7

<p>Case Number: ********** 7. Cell number: ********** 910. </p> <p> </p> <p>Dear Telkom, please refund me the money you owe me.</p> <p> </p> <p>My story: I have not been receiving invoices from youfor the past few months for some reason so failed to notice that you, Telkom, were overcharging on my son's cellphone account until I saw my bank statements. My son's cellphone is capped at R239.00 per month as per the contract I signed. For the past few months I have been billed up to R400 for data usage. This is not the first time this has happened, it happened with my daughter's cell phone a few years back. (I also had to follow up a few times before you finally refunded me.) Why, Telkom?</p> <p> I contacted you, Telkom 11 March to request a refund on my son's cellphone and was told I would receive a response within 72 hours. I did not receive a response within 72 hours. I phoned again on 1 April. Nearly three weeks later, I have still not received a response. Do you think this is acceptable, Telkom? I don't.</p> <p>Here are my questions Telkom: You make the same, stupid mistakes over and over again (no invoices, not sticking to the contract regarding billing, erroneously chargng for data not used). Why? Why do you take so long to respond? Why do I have to always follow up? Why do I have to resort to going onto Hellopeter? Why can't the service staff help over the phone and resolve the issue, why does it have to be escalated? Why can't the store staff help? - if you go into the store the staff say they can't help (even the store where we took out the contract.) </p> <p>My biggest issue, Telkom, is the time and effort (and subsequent increase in stress levels) spent sorting problems out with you,Telkom. I am exceptionally busy and do not have time to sit for hours waiting for your call centre to answer only to be told you cannot help. I don't have time to follow up. The fact that I am doing this on a public holiday tells you something. Telkom, you disappoint me. My cellphone is up for renewal, I think I will be going elsewhere.</p> <p>Please refund me the money you owe me. But more crucially, please analyse your current systems and processes which don't seem to work.</p>