Telkom’s Approach To People, Customer Service & Quality

I have been having difficulties with Telkom from last year since I started a new contract with them. I have called quite a few times, the latest call I made, made me quite upset, because, firstly I have been trying to get them to change my debit order date to the 15th of the month for a while, which is what I set all my debit order dates for because that is when I get paid. In the last call I made, the lady over the phone stated that apparently none of my prior calls were logged and there was nothing on their system, okay fine. Then to further tell me that I was not making payments on time, okay fine, however what frustrates me is that my account is paid up to date and I have my bank statements to prove that payments have been made to Telkom, further to add to that, every debit order that goes off is a THOUSAND rand more each time, I was last debited 4 thousand and some change as of the 15th of January and it is not reflecting as paid, it is now hard to speak to a consultant because when you call, the automated voice states that my account is in arrears and I need to make a payment and it goes no further than that. Roughly, the phone contract is 800, the data plan is 600 and the device insurance is 400, these amounts are rounded off. What I wish to understand is if payments are being made and the money is being debited on the 15th as opposed to when I have spoken to an agent and they state my debit order date is for last day of the month why does it take so long for them to see the payment reflect, but are so quick to send my account to collections and then cut of my services, and then when you call them, they go, “ I see there was a payment, you have to wait 24-72 hrs (initially) for your services to be switched back on — to you have to wait 7-10 business days for your services to be switched on” and why are they unable to change/update my debit order date to the 15th. I would not recommend Telkom to anyone. To sign up with Telkom is to have ongoing challenges with people who are unwilling to assist or the capacity to be empathetic or sympathetic to the person they speak to on the phone. It’s been a very dehumanising experience over and above the stress that goes along with something like this affecting a persons finances and credit. That being said I did react very poorly in my last call with the agent I spoke too, saying I was frustrated, angry and stressed by what was happening is no justification or excuse, regardless of how poor the quality of Telkom’s inner workings are. The service with regards to me getting my data on time or the quality of the connection when I am able to use it is not completely bad.