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Natasha R

1 reviews | Active since Apr 2018

13 Apr 2018, 13:36

Telkom sucks

I had taken out a 10GB day and 10GB night by data router from Telkom. On 30th November 2017 i forwarded the following request to cancel the contract which ended on 30th December 2017. (One Month's notice as per requirement)

"Herewith please find my one month cancellation request / notification for my contract with Telkom"

This was not done. Come January 2018 i still received the data which i had cancelled.

2nd January 2018 I spoke with a consultant that told me that they could not reverse the data sent to me but would debit my account as per normal and refund me the balance. I then sent the following email: "As per our telecom, attached please find cancellation request as submitted on 30 November 2017. Month notice

This was not cancelled as per my request or telephonic confirmation 2 weeks after the form was submitted.

I trust this will be corrected immediately."

This was not done.

15th February 2018 spoke with Gumoo who proceeded to tell me that she could see on the system that i am to be refunded but it is still lying with finance. Created a case number for me. 1 March 2018 spoke with Isaac. Same scenario as above minus the case number. Promised to get back to me within 48/72 hours . 5 March 2018 spoke with Fatima. Same above. 12 March 2018 spoke with Aneek. Same as above. 14 March 2018 spoke with supervisor Brenda. Escalated the matter to find out what the hold up was. Created a new case number. 20 March 2018 spoke with Lee-ann. Same response as 1 March 2018 - 12 March 2018. 13 April 2018 spoke with Lindiwe (today) same response as above. would transfer me to her supervisor. After waiting for 20 minutes to get through to a consultant, finally speaking with a consultant for about 15 minutes including waiting to be transferred to her supervisor the call was dropped.

Still have not been reimbursed. I fail to understand why my case has been registered since 15 February 2018 and escalated so many times yet i am still waiting on my refund - 2 months later.

this is utterly ridiculous. Not only have they failed to refund too date but i have had to contact them on numerous occasions (see above) whereas they have promised to get back to me. This has incurred telephone bills that i have had to cover due to their incompetence.

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Replies (4)
Telkom
Telkom's reply01 May 2018, 08:54
Official

Good Day

Thank you for allowing us the opportunity to assist further on your query.

Kindly confirm your affected telephone number/s, reference number if available, ID number and contact details, so that we can be able to investigate, assist and provide feedback.

Make sure you post a “Private Reply” to protect your personal information and allow us to view the details.

We sincerely apologize for the inconvenience.

Kind Regards

Tumelo

Best regards,

NR
Natasha R's update02 May 2018, 07:29
Reviewer Update
Good day Tumelo I was contacted by a Chanell Delo yesterday regarding my complaint. She has indicated that this matter would be resolved. I hope so as this has been the response countless times. I have spent more money on phone calls to your offices than the amount owed to me. I am sure that Telkom will not deem it necessary or make any effort to compensate me for money lost on countless phonecalls that bore no fruit and me having to do my follow up when i was promised that follow ups would be made. The phone number in question is/was *** Case number: ***8 Identity number: *** Email: *** Contact number: *** The person who is now dealing with this is a Chanell Delo. This is the email received: "Good day, Hope all is well. Case follow up ***8 Please note that the above mention case has been resolved. You have a credit of R208.84 that needs to be processed for a refund. Please email me a bank statement reflecting your account number. Regards Chanell Delo"
NR
Natasha R's update16 May 2018, 07:18
Reviewer Update
15 days later and still no response from telkom. This matter is still not sorted out. Really pathetic
NR
Natasha R's update16 May 2018, 07:23
Reviewer Update
On 1 May 2018 Telkom sends me a private message asking me to respond privately to them in order for them to sort out this issue. Surprise surprise. 15 Days later and still no feedback/reimbur*****t from Telkom of money owing to me. All I am sitting with is a work bill that needs to be paid by me - spending countless minutes waiting on a consultant to "become available", finally getting a consultant then having them put you on hold "to check the status of the case and to confer with their supervisor" and then to be told that they will get someone to get back to you to proved "feedback" Load of ****!!!!! Seems that all the following up that I have been doing on "behalf of Telkom" is costing me more than what they owe me. Pathetic at its best.