Telkom’s Failure to Resolve Billing Issues and Threat to My Credit

I am writing to express my extreme dissatisfaction with the service I have received from Telkom regarding my contract, which I signed in December.

In January, Telkom debited me a lesser amount than the agreed contract sum. On February 12th, I received an SMS stating that I was in arrears for both the missed debit (R188) and my full contract amount of R1500. I reached out immediately to clarify why I was being charged for an amount they failed to debit in January. I also requested why I had not been notified earlier about this error, prior to my account being handed over to the claims department.

After requesting a call back through the website, I was contacted later that same day by a representative who informed me that their system was down and they could not access my account. I was promised a follow-up once the system was up, but I received no further communication.

On February 14th, I was debited R1700, which included the missing amount from January. I followed up with another request for a call back and was eventually contacted by Nomvula Mdzeke. During our conversation, she insisted that it was my responsibility to check the debit amount, claiming that the lesser amount debited in January was likely due to insufficient funds in my account. I explained that my contract explicitly authorizes Telkom to debit the full agreed-upon amount, and I expected Telkom to honor this arrangement. Unfortunately, Nomvula seemed unwilling to acknowledge this, and after much frustration, I requested an escalation.

Nomvula promised to escalate the matter to her manager, Charles Ribombo, and I was included in the email communication. However, despite following up on the 17th and 18th of February, I have yet to receive a resolution.

Today, I received an SMS from Telkom notifying me of an adverse listing on my credit profile, despite the fact that the February debit was processed in the middle of the month. I attempted to contact Telkom through the number provided but was left waiting for almost 25 minutes, only to lose my airtime without speaking to anyone.

This experience has been incredibly frustrating, and I feel that Telkom’s actions are damaging my financial reputation. I am deeply disappointed by the lack of support, poor communication, and the unprofessional behavior exhibited by both Nomvula Mdzeke and Charles Ribombo.

I am now considering cancelling all of the lines I have with Telkom, but I request that the following actions be taken immediately: 1. A full refund of the incorrect debited amount for February. 2. The removal of any adverse listings or marks on my credit profile resulting from this error. 3. An official apology for the poor customer service I have received.

I urge Telkom to resolve this matter promptly, as I expect better service and accountability for the money I spend on your services.