TELKOM TREATING CUSTOMERS UNFAIRLY!!!

Good day,

I received a notification this morning that my services have been suspended. When I called, the consultant informed me that (after a lot of back and forth – being on the phone for 23 minutes & 20 seconds) that because my debit order didn’t go through on 30 September 2023, I had a late fee of R200 -and-something that I needed to pay.

Let me explain:

I was only informed on 17 October 2023 that my debit order of 30 September 2023 of R369 did not go off. I was not aware of this. I had transferred funds into that account, however I did not realise that they didn’t transfer immediately & so when the debit order went off, there weren’t enough funds. I accept that it was my error, which I rectified immediately when I was made aware.

As soon as I received the message on 17 October 2023, I immediately made a payment of R369, which reflects on your side as being paid on 18 October 2023.

My services were reinstated.

I was shocked as to why my services were suspended this morning (message received at 05:29 03/11/2023) because I know for a fact that the debit order for 31 October 2023 of R369 went off on time.

I called the customer care line & was then informed by the consultant that because I paid my 30 September 2023 subscription late (the debit order that didn’t go off), that there’s a late fee of R200-and-something.

I asked her why I was not informed of this, to which she answered that it’s in my contract.

I then asked her if it’s reasonable for any service provider to expect their customer to “off the top of their heads” remember that there’s a late fee & the exact amount of the late fee.

I was not informed of the late fee that was levied on my account at any point after my debit order didn’t go through or when I paid the amount the was overdue – which in my opinion – is treating your customers extremely unfairly.

I would have expected that my services not be reinstated, as the late fee was not paid, but I was reinstated - which would obviously give me the indication that all was well with my account!

I would even have expected for the late fee to be added to my invoice, for that extra amount to go off on 31 October 2023 along with my normal debit order – which wasn’t done either!

You have a duty to clearly communicate the overdue amount & any penalties as a result of such overdue amount – which you failed to do.

Now I have to sit with a suspended account for 7 days because of your system/people failure???

I have been a Telkom client since 2018 and I have never paid a debit order late – ever. Please check your records to confirm this.

The fact that I am being treated in this manner is a clear indication that my patronage to Telkom is soon coming to an end.

I am extremely disappointed with Telkom’s service & will be cancelling my contract as soon as possible.

Regards,