Telkom's Unresponsiveness and Neglectfulness to Customer Service

In December 2018 at Telkom Customer Service Centre, Kenilworth Centre, Cape Town I upgraded my SmartBroadband Wireless 50GB to SmartBroadband Wireless Uncapped, cancelling my 50GB. However, Telkom continued to bill me for both services raking-up a credit due to me of R9 060.00. Since December 2019 I have been trying to resolve a matter with Telkom’s Billing Department. I have been at least 4 times to Telkom Customer Service Centre, Kenilworth Centre, Cape Town and with follow-up calls to your Customer Care Line. The references below will vouch for the number of attempts I have made which has costed me in time, transport and cell phone calls that takes-up to at least 35 – 45 minutes before it gets answered.

1. Case No. 313...89 12th Dec. 2019 2. Case No. 329...52 26th March 2020 3. Case No. 329...52 14th April 2020 4. Case No. 329...52 22nd April 2020 5. Case No. 338...19 07th June 2020 I emailed both the Telkom’s Chief Executive Officer Mr Sipho Maseko and Mr Deon Jaftha Chief Financial Manager as I have lost all confidence in continuing to pursue the normal route that Telkom customers are subjected to. A lady from Telkom’s customer services called me within 2 days from my sending you an email. I clarified and confirmed my query with her and she undertook to further investigate the matter and keep me informed of the progress.

Following her call I have received the following text messages:

Sunday, 28 June 2020 ‘Your case no 338...19 is resolved. Please call 081180 for Telkom Mobile related queries……’ Saturday, 04 June 2020 I received via email my 02 July 2020 Statement.

Sunday, 05 July 2020 ‘Your query will be attended to. Your case number is 342...09’

Why do I receive a 02nd of July Statement which does not reflect a credit against my June bill, if my Sunday, 28 June 2020 ‘Your case no 338...19 is resolved?

Now I have a new case number 342...09, which means it not resolved. A similar message of my query having been resolved was also texted to me on the 14th April 2020 - Case No. 329...52. What does it mean that my ‘query having been resolved’ is I am not being credited?

Telkom does not dispute that I was charged for service after I had cancelled it but fails to off-sets my monthly payment against the outstanding credit which exceeds R9 000.00.

I called this morning (17th July) using my latest case number 342...09 (after 30+ minutes) that the matter is still pending investigation. Was then told to hold on the line.... I then disconnected as my cell phone bill was running up.

My only resort is hellowpeter to get the attention of Telkom and resolve this matter. One can only interface with a call centre (no one senior) or a Telkom Customer Service Centre that logs your query. With the current covid19 pandemic my income has been severly affected and even at this stage to off-set my monthly bill with a credit will assist me greatly. I hope my shared experience will get the attention of Telkom Senior Management as the directive given by either Telkom’s Chief Executive Officer Mr Sipho Maseko or Mr Deon Jaftha Chief Financial Manager to the person who followed up with me failed at resolving my query and providing quality customer service. Thank you hellowpeter for this platform.