Telkom Service

Good day

I sent through the underneath request to Telkom's Social Media Special Forces Team as our query have been hanging for months now, with no communication from Telkom side. I am extremely unhappy with the services we got from them the past six months. They are eager to sell, and wanted to sell me Fiber again yesterday, that we are actually already using since December 2017, but no communication with regards to our problem which in short entails cancelling the ADSL line as we started using Fiber since December. So our account has been in error since January 2018. Our office have had numerous contact with them from our side via email and telephone, and no feedback from Telkom side. We are really unhappy and wanting to take our business elsewhere. Please see our full query below:

I really need the help of a Telkom Consultant. Face to face please. My business, Creative Thinking, has been on Fiber from December 2017. I have cancelled my ADS line with the activation of the fiber which promised to deliver. Until now my account have not been rectified as the ADSL was never cancelled like I requested. There was an order on Telkom’s side to cancel the ADSL but it was never done. I spoke and email several call Centre agents with no solution to my problem. I managed to speak to Isaac on the 23rd of April 2018, who saw the error and promised that it would be rectified. Isaac also placed my account under protection until the ADSL line was cancelled and the error rectified on my business account. We waited until May and have not heard anything. We phoned on the 8th of May and spoke to Mandy whom confirmed they were still busy with the query and the account was still protected. She also confirmed that once the corrections are made the account will be corrected and that someone will phone me in this regard. No telephone calls were received up to date. Which is VERY FRUSTRATING and very unprofessional.

On the 16th we spoke to Tania as we had a problem and our internet were off and asked about the outstanding enquiry and she asked me to phone the call centre that works with account queries. We could not be transferred as with other companies, so we phoned again. Spoke to Thami about case number ********** 8, who suddenly after not a hearing a word from Telkom, confirmed that the account was not protected anymore and that they will notify us if anything happens as the case is still open.

So the case/query was still open, the account not protected as promised by Isaac, whom we could not find again or heard anything from.

I was forced to make payment on an incorrect account for an ADSL line that was not cancelled as requested by me and to top it all I have not heard anything from Telkom. This service delivery is very poor and I am not happy with the outcome of this query as Telkom made an error and still billing me for that error and I am not protected and have to pay for the incorrect billing errror and ADSL line which I do not use anymore.

And the worst of all is I am a Fiber use but Telkom has sent me to sms in the last week to promote their fiber usage. Is this how customer information goes out to clients as we are already on Fibre.

At this point in time I am considering closing my account and taking business elsewhere.

I urge you to CONTACT me personally or send a Telkom Consultant which can come see me face to face, so that this error can be rectified.

Telkom proud themselves on delivering great service, but I have not had the privilege of such service as I’m very unhappy with the almost non-existent service I receive from Telkom.

If I don’t get any feedback from you by day-end Monday I will be forced to take this further.

Regards. Erika Ahrens Creative Thinking ********** ********** 362237