Telkom SA | The End

I have recently opted in for 2 new contracts with Telkom (Cape Gate Branch) on 26 October 2021 (2 additional devices), due to my previous device being ******.

As such, on the day of discussing my contractual terms, I have explained to the in-store consultant that I was happy to continue paying my contract for my lost device, as this was my own fault.

On 01 November 2021, I received my invoice due as at end of November 2021 stating that the total amount due be R8785.00.

This amount was inaccurate, as I was now being billed for a “device obligation/carryover” as per my low-level invoice breakdown, although I have never agreed to and/or signed for any such terms.

After various failed attempts to contact Telkom Customer Service and/or Billing Department directly (no clear customer/end-user process and/or option via the IVR system), I immediately contacted the in-store consultant to express my concern and raise an enquiry to conduct an investigation with their internal Billing Department and resolve my query as soon as possible.

The in-store consultant escalated my enquiry to his line manager and they have done as much as they possibly could, constantly communicating with their internal Billing Department, chasing for feedback, etc., ensuring that the respective preventative measures are in place to avoid my account being ********LY and INACCURATELY debited. (My complaint is not directed towards them)

Unfortunately I was left with no choice but to rely on the support of the in-store consultant and/or in-store manager to liaise directly with their internal Billing Department to resolve my enquiry, (due to no clear option available to speak to a consultant via the IVR option), due to the severity of my enquiry as I have highlighted numerously that due to the nature of my banking account, the amount of R8785.00 will not be approved by my banker, ultimately leading to the an unsuccessful debit order – resulting in admin charges from both Telkom, my bank institution and of course, a “not so good reputation” with my bank.

To date: 30 November 2021, despite the endless back and forth communication over a period of 30 days between myself, the in-store consultant, in-store manager and Telkom’s Customer Retention Department (the only option available to speak to a consultant via the IVR option), with absolutely no concrete status update as to my how and when my enquiry will be resolved, I can now confirm that my account was ********LY debited today 30 November 2021 to the value of R8785.00.

Today 30 November 2021, I was informed by a Retentions consultant that my case was closed on 16 November 2021 due to the lack of amount of notes left on my account.

This is extremely concerning and disturbing, considering that there has been clear communication from myself and the in-store staff from 01 November 2021 around my enquiry and the fact that the internal Billing Department confirmed that this matter has been resolved on Tuesday 23 November 2021!

Due to Telkom having no clear escalation guideline/business process from a customer perspective to directly escalate such disputes, consultants/representatives not accurately understanding and/or interpreting their business processes, consultants/representatives blatantly lying, managers refusing to speak to customers, Telkom debiting my account ********ly when in the past after my contract expired when I have followed due diligence to cancel my contract 2 months prior to expiration date, I NO LONGER WISH FOR TELKOM TO BE MY SERVICE PROVIDER.

I have experienced numerous challenges the past 7 years of being a loyal customer and I do not see myself being part of an organization that does not value its clients.

I am reaching out for urgent assistance on a resolution and I am officially requesting Telkom to compensate me for this ********** process that I have had to experience.

I do not wish to pay any cancellation fees on any cancelled contracts however; I am willing to return any devices within my possession.

I hate complaining however I have now been forced to lodge an official complaint with the Telecommunications Ombudsman/Independent Communications Authority of South-Africa, as well as complain via social media, as this seems to be the only way Telkom SA's customers are actually being valued and/or listened to.

Thank you for your time.

Regards,