Traumatized by Telkom

In January 2019 I app**** for and commenced with the 4mbps ADSL package 24-month contract purchased from Telkom.

In January 2020, I received a call from a Telkom representative explaining that Telkom was moving all their ADSL customers over to the wireless routers as an operational requirement form Telkom in order to combat the copper theft. I specifically asked the representative if the move would change my existing contract in any way, be it the term or the amount payable per month and I was assured that as it was a requirement form Telkom, there would be no costs incurred or changes implicated on any existing contracts. The call was a formality to advise the customer of the move to the wireless router and to confirm delivery address to where the router could be delivered by courier.

On 10 September 2020 10:23am, I phoned Telkom and contacted their Retensions department to enquire the exact date my 24-month contract was due to expire and the procedure to cancel the contract before any renewal date. I was advised by the agent that the contract was not dated Jan 2019 - Jan 2021 (original contract), but rather that the new wireless contract commenced in Jan 2020 and would expire in Jan 2022. This was contradictory of the conversation in the above paragraph which I was advised would be recorded and I could request the recording at any time. Agent offered an upgrade to a faster line (10mbps) which I considered but did not accept. *** Agent: Nosipho

On 18 September 2020, I called the Retensions department again for advice on the unauthorized new contract I recently became aware of as this was troubling me and I was not given any feedback on the recording of the conversation from the representative who advised me that the move was a Telkom requirement. Based on the advice received from this agent, I was told I could cancel the existing contract, allow Telkom to work out the penalties incurred for the premature cancellation and log a dispute for the charges based on no verbal or written agreement or knowledge of the new contract migration which occurred in Jan 2020. ***

On 19 September 2020, I phoned Retensions department considering to continue with the existing contract. I requested if the cancellation from the day before could be reversed. Agent advised that the cancellation could not be reversed but that she could add a new package that will continue from my existing contract term and same billing amount with no installation as it technically was not a new package. This was strange as I was advised the day before that I could reverse the cancellation within a 48hour window period. This call was barely 24 hours from the day before. I confirmed telephonically more than once with this agent that my contract would continue and be the same and expire in Jan 2022 as was advised on 10 September 2020. Agent responded positively and confirmed the aforementioned is correct, nothing would change and I could submit my cancellation request 30 days before the contract was due to expire in order for the cancellation to occur in Jan 2022. *** Agent: Natasha Munoo Email: ***

On 19 September 2020, I phoned Billing department to confirm the above would be correct as I was tired of receiving conflicting information with every call I make to Telkom and was beginning to feel nervous and stressed. Billing agent advised that the cancellation request logged on 18 September 2020 was cancelled. ***

I then received an invoice from Telkom for an increased billing amount which referred to a 10mbps line upgrade (this was not accepted on 10 September 2020). I called in to the billing department to query the invoice and the description of a line upgrade and was advised they would log a dispute on the account. In the meantime the debit order in place allowed them to deduct the irregular amount charged. Case number ***3

18 October 2020 at 12:00am, my ADSL internet was disconnected. I phoned Faults department 18 October 2020 at 08:00am, and was advised that the contract was cancelled on 18 September 2020 and therefore the disconnection was in effect but that they can see a new package was loaded onto my profile and I would need to phone Sale on the Monday to connect the new package.

19 October 2020 at 08:00am, I phoned Retensions, explained the entire story above to the agent and was advised that the cancellation could have been reversed within the timeframe I requested it(see on 19 September) and that there was no need for a new package to be loaded. The agent logged the report and complaint for investigation but advised she was unable to give a reference number as she did not have a valid input under the department recognition. Her advice was to phone Billing department. Agent: Thabisile Mpho

19 October 2020, I phoned Billing department from another phone whilst Thabisile was still on the call and asked both agents to communicate the situation and try to assist and resolve as I was being shunted from one corner to the next and the blame was shifted from department to department. Thembisa from Billing advised the contract was definitely cancelled but cannot give final billing details as cancellation is not complete yet. She logged two cases: Ref ***: for the cancellation to be completed ***: for the current invoice charges to be investigated and corrected (see the point above re the invoice for the upgrade) I was advised to call Billing again on Monday 26 October for final charges from cancellation. On the same call, I opted to retract the debit order authorization as I would await the outcome of the cases.

21 October 2020, sms received to confirm that the case was resolved and I should phone in to Telkom 21 October 2020. I phoned in and spoke to Billing department on my one phone and the and was told to phone the Sales department as the resolution read "CUSTOMER TO PHONE SALES" no reference for this call was given. Phoned Sales department, agent said there is nothing they can assist with, I need to phone Billing department. After a long frustrating conversation with the agent she said she escalated the case to migration and that no other way of assistance is available to me I need to phone Billing again or wait for migration to phone me.

2 March 2021, I received a phone call from a debt collecting company appointed by Telkom to enforce payment of an amount in arrears within 10 days or I would be handed over legally. Since 21 October 2020, I received no communication from Telkom. Not a single call back, not a single invoice, not even a resolution to the case number mentioned above. And then I get a very rude abrupt call from a debt collector acting on behalf of Telkom that when I start to explain the situation with Telkom and no communication or resolution form their side, she puts the phone down.

I am at my witts end and do not know how else to deal with Telkom. Please advise what further steps could be taken to resolve this issue as I fear that it may have a negative impact on my credit record which I take seriously.