TELKOM RIPOFF

Humbly receive this letter as an official complain relating to our Telkom line. The Telkom line in question is ***. The ADS stopped working in July 2023. When we reported we were told that Telkom is phasing out ADSL therefore our line won’t be fixed, and we should migrate to LTE or Fiber. We started LTE applications with Mandisa Mazibuku. The application was halted, and we were told it won’t go through until we pay August 2023 invoice of R2947.73 even though the ADSL was dead. We paid that money so that application can go through. Just when we wanted to complete the application, we were told that another invoice of R2433.22 was generated, and we had to pay it too. It is then that we called and complained because we didn’t understand as to why we are billed when Telkom is aware that our line is dead. We were told that Mandisa should have advised us to cancel ADSL when we made the request to migrate from ADSL to LTE of which I indicated that she didn’t tell us as the Telkom agent.

We called again and were further assisted by a lady called Madiane and told that the monies will be credited to our account as we should have also not paid that R2947.33. We were given reference number ***0 for this communication.

When the reference number came in, I sent an email to Mandisa Mazibuku to request her to continue with our LTE application. I didn’t get any response from her even after multiple emails. I then decided to call Telkom sales and was assisted by Luyanda Mtolo, whom I told that Mandisa is not responding to my emails. He then spoke to Mandisa and reverted back to me stating that Mandisa is indicating that my application was cancelled as it took time while I was sorting out the issue at billing department.

We then did a new application with Luyanda Mtolo, I told him that I want both internet and landline under the LTE as there is no fiber in our area. I was told that LTE is wireless and we will only get a wireless router and x1 wireless phone. I then indicated that we have multiple offices in our building, and we use switchboard to transfer calls to various offices. Luyanda indicated that prior to the new application we should cancel the ADSL. Just as were trying to cancel both the ADSL Internet and Landline, Luyanda communicated that he can’t cancel our landline as it has a switchboard and I will have to contact BCX for that cancellation issue.

When I called the switchboard office, I was told the office only communicates via email. I then sent an email on 31st October 2023 to *** to explain that I am migrating to LTE and if there’s a way they can assist in canceling the current ADSL switchboard as it would be of no use if we will be using only 1 landline phone. I did not get any positive response, only a response from Charmaine Siwela who sent an attachment which we couldn’t open and told her that it doesn’t open and she said we should get an IT guy to open it. When we finally opened the attachment, only to find that it’s a forwarded email text of my initial request to 10214Billing. We didn’t get any assistance from the switchboard department.

We are really frustrated as we have been out of communication from July 2023 to date, landline is dead, internet is dead but we are still being billed even after all the emails I sent to Telkom. Today we are told that we owe R9087.25 which I don't understand what it is for as we have told Telkom many times that our line is dead. WHEN I MADE A FOLLOW UP NOW, IM TOLD THAT OUR ACCOUNT WAS CANCELLED BY COLLECTIONS, WHY CANCELLED BY COLLECTION WHEN I REQUESTED LONG AGO FOR IT TO BE CANCELLED BECAUSE IT HASNT BEEN WORKING.We have been losing business greatly as a result of this issue and we are stuck with nowhere to get assisted as we keep on being told to call different departments.

The Internet application that we made with Luyanda is on hold again due to outstanding bills which should have been reversed and credited. The LTE internet application reference is A***7.

Why are we still being billed for something we are not using which we communicated many times.

Should you need any further information, do not hesitate to me on *** / ***, alternatively email us on ***.