The worst service from TELKOM
Good day, just to put you in the picture - here is the email that I sent to the billing department last year and never received any feedback, I also contacted agents on the website to no avail. Now I have been trying to submit an email and the website will not allow me to enter my details nor does it allow me to chat to an agent - how wonderful is this telecommunications leader...
Email sent to the ********** on June 15, 2018 and I have yet to hear from anyone. P.S With no luck at the stores I decided to leave it but now I have been trying to change my address and would like to chat to someone about the added costs almost a year later and still no luck with this terrible service provider.
Good day,
I am writing you today as a last resort. I contacted your call centre as well as your online chat on several occasions and the most recent one happened on the 22nd of May - I was told that your response time is within 72 hours. The consultant was unable to provide me with a reference number - she gave me her name - Nononjabulo and escalated my query to her team leader as well.
Today is the 15th of June, and I have yet to receive any communication.
Please see my story below - this is what was sent to both CPA as well as SA Consumer Complaints.
I received a call from a call centre sales agent from Mondo working for Telkom in February this year. The agent was very kind and attentive and explained a deal containing a wireless router with 40GB anytime data and 40GB night surfer data. The device was a Huawei B315-21B7. She said it would cost me a fee of R369.00 a month and the good part is that it was mobile so I could take it with me wherever I went. I was sceptical as I have had a previous bad incident with Telkom and did communicate this to her and she reassured me that there are no hidden agendas and that she herself had this same package. She told me that there would be an admin fee for the month of February of R 145.00 and that as soon as my device was delivered it would be R 369.00 thereafter. She told me that my device would take 7-14 days to be delivered. I received the device on the 8th of March, 2018 and before the end of that month my data was finished - as someone who is fami**** with my previous data usage I was shocked that the data could be finished so quickly and contact their help centre via their website - an agent instant messaged me saying that my data was finished and that for the month of march the data was given to me on pro rata. I asked her to call me and she did and she explained that she could only tell me how much of data I have left and was unable to tell me why the data finished so quickly.
Thereafter I received a bill from Telkom in April amounting to R699.53 - the bill included a cost for postage, CLI, a subscription fee, itemised billing paper, etc. I contacted the website help section again and the agent could not assist and whilst I was asking question ended the chat - I then decided to visit the store to have one on one interaction with a Telkom representative. The guy in the store said that he would not be able to assist me as the store's function is only to deal with sales and not customer service - after insisting that I needed some sort of alternative - he called customer care - I spoke to a lady by the name of Mikaela who, after hearing my situation informed me that it was her first day on the job and that she was sorry but could not give me any sort of reference number as their systems were down. I asked for a manual alternative in terms of a reference and she said that they had nothing like that in place. She assured me that someone would call me - no one did.
Thereafter I went online again and tried - the agent was again unable to assist and ended the chat before even letting me finish. I then went to a Telkom store in Durban - to find out if they can assist me - again to no avail. After insisting on speaking to someone - Dylan came through to try and assist - he walked out from the back office seemingly irritated and uneasy - I could see he was not happy to help. After speaking to him - he changed his tone and was trying to be empathetic to my situation and eventually after some time - he requested for the call centre to call me - they called and could not help me or refer me to someone who could. I merely wanted to know why I am being charged for all these add-ons when that was not agreed upon - it was as if these were hidden t's and c's - eventually he tried to work out the breakdown of costs - but that was not satisfactory. I decided to just allow for the debit to go through as it felt like a failed mission. I did contact the customer care on the website again and asked how much it would cost for cancelling - I was informed that it would come to R 1800 or so. I experienced an issue with the router and called Telkom for assistance on how to fix it and the lady that assisted me heard all my feedback and explained to me what CLI was - as well as the fact that she would not be able to assist me with cancelling these extras on my contract - she went off the line and spoke to her team leader and said that they have passed this query on to the billing department to contact me and that my feedback was recorded in an email to her team leader and that someone would be in touch with me. She also mentioned that someone would be in contact with me within 72 hours - this was last week Tuesday - the 22nd of May, 2018. I have yet to receive a call or any form of contact. My mum called on my behalf - the 10210 number and the agent says they have no record of my query - I am sure that the calls are recorded - but I am so tired of talking to person after person and no one taking the initiative to follow up or actually follow through.
In the interim - I received my Telkom bill for April - and the bill is coming to a total of R400.02???I do not understand how a large establishment like Telkom can't get efficient communication down, and it is absolutely unfair that I have to succumb to their lack of care for me as a customer but be happy to accept my money at the end of the month. I am hoping you will be able to assist me.
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I have reached the point where I would like to go through to my bank and put a stop order to the debit order as that's the only time I will get a call from anyone from your organisation. Is this the way you treat your customers?