zZ
zanivd Z
1 reviews | Active since Jul 2016
04 Feb 2022, 10:51
Telkom services not restored more than 72 hours after payment was made
Telkom account has been paid 4 days ago, services had still not been restored. The call centre agents refuses to assist me in getting my services reconnected. They refuse to provide me with an email address where I can send proof of payment. I’m being told that they won’t manually restore my services, I should wait until my payment reflects then they will automatically reconnect my services. How is it possible that after more than 72 hours (the time they said I should wait) my services had not been restored. Can’t wait for contract to be over so I can make use of a better service provider
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zanivd Z's updateReviewer Update
06 Feb 2022, 16:53My services has been suspended due to an accounting error.
I made payment on Tuesday 1 February 2022.
I’ve made several calls EVERY day since Tuesday.
On Tuesday, Wednesday and Thursday I was advised that I should not send my proof of payment to anyone, that Telkom does not do manual reconnections and that it can take anywhere between 24-72 hours for my account to be reconnected.
When still not connected on Friday, I was advised by a call centre agent that she can see my payment had been made and received, it os reflecting on your side, however for some reason my account had not been reconnected. The agent gave me an IT reference number and advised that it will be reconnected on Friday and that I will receive an email later the day when done. I called 3 more times on Friday afternoon since my services were not reconnected as promised. I was advised every time that both the agents from accounts and the agents from the technical department cannot access the IT reference number to see the progress, however I was advised by 3 different agents on Friday that they will escelate the matter.
On Saturday my services was still suspended. I phoned once again. I was now advised for the first time that I should email my proof of payment together with my IT reference number to ***. She further advised that she will email her supervisor to escalate the matter, and advised that she will personally email me the afternoon to confirm that the services had been reconnected.
Today is Sunday, my services is still suspended. I phoned again this morning. This time the agent took my number and advised that her supervisor will phone me within an hour to assist. It’s 6 hours later, my services is still suspended and no one is answering the phone when I call to enquire what’s going on.
I made payment on Tuesday 1 February 2022.
I’ve made several calls EVERY day since Tuesday.
On Tuesday, Wednesday and Thursday I was advised that I should not send my proof of payment to anyone, that Telkom does not do manual reconnections and that it can take anywhere between 24-72 hours for my account to be reconnected.
When still not connected on Friday, I was advised by a call centre agent that she can see my payment had been made and received, it os reflecting on your side, however for some reason my account had not been reconnected. The agent gave me an IT reference number and advised that it will be reconnected on Friday and that I will receive an email later the day when done. I called 3 more times on Friday afternoon since my services were not reconnected as promised. I was advised every time that both the agents from accounts and the agents from the technical department cannot access the IT reference number to see the progress, however I was advised by 3 different agents on Friday that they will escelate the matter.
On Saturday my services was still suspended. I phoned once again. I was now advised for the first time that I should email my proof of payment together with my IT reference number to ***. She further advised that she will email her supervisor to escalate the matter, and advised that she will personally email me the afternoon to confirm that the services had been reconnected.
Today is Sunday, my services is still suspended. I phoned again this morning. This time the agent took my number and advised that her supervisor will phone me within an hour to assist. It’s 6 hours later, my services is still suspended and no one is answering the phone when I call to enquire what’s going on.
zZ
zanivd Z's update06 Feb 2022, 16:53
Reviewer Update
My services has been suspended due to an accounting error.
I made payment on Tuesday 1 February 2022.
I’ve made several calls EVERY day since Tuesday.
On Tuesday, Wednesday and Thursday I was advised that I should not send my proof of payment to anyone, that Telkom does not do manual reconnections and that it can take anywhere between 24-72 hours for my account to be reconnected.
When still not connected on Friday, I was advised by a call centre agent that she can see my payment had been made and received, it os reflecting on your side, however for some reason my account had not been reconnected. The agent gave me an IT reference number and advised that it will be reconnected on Friday and that I will receive an email later the day when done. I called 3 more times on Friday afternoon since my services were not reconnected as promised. I was advised every time that both the agents from accounts and the agents from the technical department cannot access the IT reference number to see the progress, however I was advised by 3 different agents on Friday that they will escelate the matter.
On Saturday my services was still suspended. I phoned once again. I was now advised for the first time that I should email my proof of payment together with my IT reference number to ***. She further advised that she will email her supervisor to escalate the matter, and advised that she will personally email me the afternoon to confirm that the services had been reconnected.
Today is Sunday, my services is still suspended. I phoned again this morning. This time the agent took my number and advised that her supervisor will phone me within an hour to assist. It’s 6 hours later, my services is still suspended and no one is answering the phone when I call to enquire what’s going on.
I made payment on Tuesday 1 February 2022.
I’ve made several calls EVERY day since Tuesday.
On Tuesday, Wednesday and Thursday I was advised that I should not send my proof of payment to anyone, that Telkom does not do manual reconnections and that it can take anywhere between 24-72 hours for my account to be reconnected.
When still not connected on Friday, I was advised by a call centre agent that she can see my payment had been made and received, it os reflecting on your side, however for some reason my account had not been reconnected. The agent gave me an IT reference number and advised that it will be reconnected on Friday and that I will receive an email later the day when done. I called 3 more times on Friday afternoon since my services were not reconnected as promised. I was advised every time that both the agents from accounts and the agents from the technical department cannot access the IT reference number to see the progress, however I was advised by 3 different agents on Friday that they will escelate the matter.
On Saturday my services was still suspended. I phoned once again. I was now advised for the first time that I should email my proof of payment together with my IT reference number to ***. She further advised that she will email her supervisor to escalate the matter, and advised that she will personally email me the afternoon to confirm that the services had been reconnected.
Today is Sunday, my services is still suspended. I phoned again this morning. This time the agent took my number and advised that her supervisor will phone me within an hour to assist. It’s 6 hours later, my services is still suspended and no one is answering the phone when I call to enquire what’s going on.