Telkom still invoicing me an extra 1000.00 per month since January 2016

<p>Billed since Jan 2016 for a cancelled Service and then used / paid for service terminated due to outstanding payment on CANCELLED service</p> <p>Billed since Jan 2016 for a cancelled Service and then used / paid for service terminated due to outstanding payment on CANCELLED service</p> <p>Reposting SAME review - they responded to the first one saying someone will call me but never did. They then closed my case and sent me an SMS BUT the exact same issue has remains - their closure reason is "waiting for more information" Calling the 081180 number again and am told that they cannot help! v</p> <p> </p> <p>Billed since Jan 2016 for a cancelled Service and then used / paid for service terminated due to outstanding payment on CANCELLED service</p> <p>In December 2015 I attempted to sign up for an LTE 100GB Contract with Telkom due to my existing ADSL quality moving from around 7gbps to around 3mbps where I am still paying R650.00 for. After waiting and waiting with no response I eventually in January 2016 decided to walk into one of the Telkom Stores to manually sign up for the account. After checking my address on their system to establish whether I was covered the sales rep provided me with a Hauwei E5186 router + a SIM card. </p> <p> </p> <p>I drove home and plugged everything in only to find that I could get no more than a 3G connection. After numerous attempts to set this up I contacted the support desk @ 081 180 where they isolated the issue down to me being provided the incorrect modem and stated that I was supposed to be supp**** a Hauwei B315 router as I was not zoned for LTE-A. I explained that I had asked for the LTE service and they had supp**** me with this. They advised that I take everything back and requested the correct router.</p> <p> </p> <p>Upon returning to the same shop (which was within 3 hours of initially signing up) I was informed that they had given me the E5186 router as they were out of stock of the E315 routers but that it should work and that the 081 180 support agents were mistaken. I contemplated purchasing a standalone SIM and purchasing my own router from Incredible *******ion but the sales rep could give me any guarentee that this would work. As this would cost me R999.00 per month for 24 months I decided to rather not take the chance and completed a cancellation for on the spot where the supp**** me with a cancellation reference of ********** 6.</p> <p> </p> <p>Move ahead to September 2016 and I was relocating my home and app**** for a line relocation. Upon moving into my new residence and having the line installed, the Hauwei technician (whom Telkom had subcontracted) could only get the line to function at around 2mbps with a ping of above 150 and an SNR of 7dB and informed me that there was nothing more he could do as Telkom was not going to rectify the line and/or exchange as they no longer supported ADSL and more insultingly informed me that they deemed my area of residence (Honey Hills Roodepoort) as having no money and not worth their investmen, However they would continue to bill me the the MAX speed wow. As I generally work from home the internet is vital to me, along with my Netflix & DSTV Premium accounts I had no choice but to try and make it work.</p> <p> </p> <p>Well after a month of struggling with constant disconnects and havingto purchase a new ADSL Router as my very expensive Asus is too sensitive for a poor quality line I decided to make contact with Telkom again to sign up for LTE in the hope that it would work this time.</p> <p> </p> <p>My new B315 Router + SIM arrived within a week (for this I must commend Telkom as this part of the service was excellent) - I plugged everything in and was blown away with how fantastic their LTE service was getting ave speeds of 30mbps+.</p> <p> </p> <p>Everything was going peachy and I was extremely happy with the service, that is until my first invoice which came in at R2305.50 - this shocked me and (because according to Telkom I am poor) I checked my first invoice to see whether I had seriously used more than the 100GB of data for the month. It was at this stage that things really started to unravel - I noticed that I actually have 3 different services with Telkom Mobile which I am paying for which I have pasted below;</p> <p>Billing Account Number ( ********** 83 )</p> <p>Recurring Monthly Fees</p> <p>1 x CLI Presentation R 8.50</p> <p>1 x 10GB + 10GB Internet Plus None R 299.00</p> <p>1 x SmartBroadband Wireless LTE-A 100GB + Huawei E5186 R 999.00</p> <p>1 x SmartBroadband Wireless 100GB + Huawei B315 R 999.00</p> <p>Subtotal (Recurring Monthly Fees) VAT included at 14% R 2,305.50</p> <p> </p> <p>This freaked me out so I checked my account and noticed that I have been billed for the LTE-A + Hauwei E5186 router since January 2016 (I know I know how could someone as "poor" as me not noticed the additional funds going off my account each month, well I did not - I have MANY expenses and simply did not noticed - this is entirely my fault!).</p> <p>I immediately contacted Telkom on 081 180 to discuss this with them and provided them with my cancellation reference. I also discussed the 8ta 10gb + 10gb account which had not worked in around 2 years an was something I had "long ago" purchased for my sister to use but was told many years ago was a distinued product and would no longer get support for - again my fault for not seeing that for 2 years I was paying Telkom R299.99 per month). </p> <p> </p> <p>The consultant advised me to submit a cancellation form for the 8ta service and that she would immediately escalated the LTE-A +E5186 account and ensure that a full reversal was made into my account. She also provided me with URL http://www.telkom.co.za/today/media/downloads/43045_Contract__Service_Cancellation_Form_V4_final_ ********** 9_1.pdf where I could download and complete the form.</p> <p> </p> <p>I decided this was a good time to clear my slate with Telkom and completed 2 cancellation forms, one for the 8ta and another for the ADSL line which is (and remains) unusable and emailed these through - I recieved confirmation via email that Telkom had recieved the forms but NO contact has ever been made with me to provide me with cancellation reference numebers - not surprising I guess. </p> <p> </p> <p>A month goes by and I am still being invoiced so I make contact with them again only to find that they have CLOSED my cancellation request for the LTE-A + Hauwei E5186 as apparently they had called me and I did not answer (which I could prove and provide them with detailed logs off my phone of ALL calls recieved for the past 6 months and NO call from Telkom) and that before they could cancel the account they first wanted to come and test the service. I asked the agent how this was going to be possible as I had handed the device + SIM card back in January 2016 already and had never used it. The agent then looked into something and commented that the SIM had never even been activated - well obviously to me I guess. She then said she would escalate this wither team leader and ensure that this matter was resolved timeously and that the initial log would be re-opened. </p> <p> </p> <p>After numerous calls through to 081 180 and still being invoiced where each time I have been unable to get a clear answer or help from the telkom agents I eventually spoke to someone who told me that the initial log was never re-opened and that a new one would need to be made but that I would have to wait 21 days before they could cancel the line. I queried why this was the case and was informed that it was a NEW request. I further asked why the initial log was resolved and whether I was going to be refunded as promised by the first agent - the answer was a resounding NO and that this was a NEW case! </p> <p> </p> <p>I have resigned myself to this 11 or 12k being written off as "school fees" for me thinking Telkom were not as bad as everyone says but decided to put a stop to the bleeding so contacted my bank and asked them to reverse the Debit order - were I immediately went in an did a Manual Payment of the Service I have to date been more than happy with. Evidence and Statement logs below will show this; occuring on the 12th where the reversal was made and the 13th where my manual payment was made.</p> <p>HIST ********** 8 -614 TELEPHONE ACCOUNT TELKOM SA ********** ********** 9 ********** <br />HIST ********** 5 -1206.5 TELEPHONE ACCOUNT TELKOMMOBI ********** ********** 460 ********** <br />HIST ********** 6 -614 TELEPHONE ACCOUNT TELKOM SA ********** ********** 1 ********** <br />HIST ********** 6 -1206.5 TELEPHONE ACCOUNT TELKOMMOBI ********** ********** 561 ********** <br />HIST ********** 7 -633.79 TELEPHONE ACCOUNT TELKOM SA ********** ********** 1 ********** <br />HIST ********** 5 -3046.83 TELEPHONE ACCOUNT TELKOMMOBI ********** ********** 297 ********** <br />HIST ********** 6 -614 TELEPHONE ACCOUNT TELKOM SA ********** ********** 1 ********** <br />HIST ********** 5 -2205.5 TELEPHONE ACCOUNT TELKOMMOBI ********** ********** 077 ********** <br />HIST ********** 8 -614 TELEPHONE ACCOUNT TELKOM SA ********** ********** 2 ********** <br />HIST ********** 2 2205.5 ACB DISPUTE TELKOMMOBI ********** ********** 077 ********** <br />HIST ********** 3 -1007.5 IB PAYMENT TO TELKOM ********** 62 377<br />HIST ********** 3 -2205.5 TELEPHONE ACCOUNT TELKOMMOBI ********** ********** 703 ********** <br />HIST ********** 8 -614 TELEPHONE ACCOUNT TELKOM SA ********** ********** 6 ********** <br />HIST ********** 3 -2000 NAEDO DEBIT TELKOM TELK ********** 70X170113 862<br />HIST ********** 4 -1802.5 NAEDO DEBIT TELKOM TELK ********** 70I170114 862</p> <p> </p> <p>Move along to last night (2017/01/23) and I find my LTE line simply stops working at around 6pm - I try in vane to reconnect and decide to contact 081 180 to find out what is happening. I am then informed that this is due to my account being in arrears and that service will only be reinstated once my arrears are sorted out. At this point all my calmness over the past months washes away and I confess I used profanity when explaining to the agent why it was in arrears and that on the 23rd of December (see statement snippet above) I was again invoiced for the FULL amount and paid for it. He decided that to terminate my call due to my using profanity to explain my situation (I have the phone recordings as ALL my calls are recorded).</p> <p> </p> <p>I decided to calm down a little and then called them again to try and polite explain the situation and how this was surely totally against and integral form of business but was told the same thing - there is absolutely nothing they would do until my account was settled in full. </p> <p> </p> <p>Can you imagine how I feel? Would you accept this? It is important for me to point out that if you look at my statement above you will also see that I am still infact paying for the ADSL cancellation as well (I am learning that this should not surprise me) but even worse after the disputed reversal of the Debit order and my subsequent many payment of R1007.50 on the 13th Telkom Debited me again the full amount of R2205.50 on the 23rd of December 2016 and then made two further debit orders of R2000.00 on the 13th of January 2017 and then another for R1802.50 on the 14th!!!</p> <p> </p> <p>Now for some simple mathematics; Up until this point my account was perfectly balanced!</p> <p>25 Nov 2016 - Debit order of -2205.50 is made</p> <p>12 Dec 2016 - Debit order reversed +2205.50 (balance owning is now 2205.50 by anyones calculations?)</p> <p>13 Dec 2016 - Manual Payment is made -1007.50 (balance is 1198.00 - services NOT used/cancelled)</p> <p>23 Dec 2016 - Debit order of -2205.50 (balance is -1007.50, now they owe me)</p> <p>13 Jan 2017 - Debit order of -2000.00 (balance is -3007.50 owed to me)</p> <p>14 Jan 2017 - Debit order of -1802.50 (balance is -4810.00 owed to me) </p> <p> </p> <p>Now my latest invoice which is payable by 31 January 2017 shows -3802.50 which they will no doubt debit order on 25 Jan 2017 - add the -4810.00 to this I would have paid 8612.50!!!!!</p> <p> </p> <p>This is unacceptable, considering that my service has been suspended. I have contacted my bank and reversed ALL the debit orders starting with the 23 Dec 2016 payment and will ensure that I pay ONLY for the service I am supposed to. Also note that this morning I completed a cancellation document for the service I was MORE than happy to continue using and paying for into perpetuity but I can no longer do service with a company who treats their clients like this and will take my service elsewhere, anywhere but Telkom - but I guess they don't care as I am poor anyway. </p> <p> </p> <p> </p> <p>HIST ********** 2 2205.5 ACB DISPUTE TELKOMMOBI ********** ********** 077 ********** <br />HIST ********** 3 -1007.5 IB PAYMENT TO TELKOM ********** 62 377<br />HIST ********** 3 -2205.5 TELEPHONE ACCOUNT TELKOMMOBI ********** ********** 703 ********** <br />HIST ********** 8 -614 TELEPHONE ACCOUNT TELKOM SA ********** ********** 6 ********** <br />HIST ********** 3 -2000 NAEDO DEBIT TELKOM TELK ********** 70X170113 862<br />HIST ********** 4 -1802.5 NAEDO DEBIT TELKOM TELK ********** 70I170114 86</p>