Unfair treatment from Telkom Mobile

I have been a loyal Telkom customer for over six years, consistently renewing my contracts without issue. However, recent events have left me deeply frustrated and dissatisfied with the way my account has been handled.

In early 2024, I renewed my data contract and updated my banking details, notifying Telkom in a timely manner. Despite this, Telkom attempted to debit my old, inactive account, which I had already informed them to stop using. As a result, the debit order was rejected, and Telkom imposed a substantial penalty fee. I disputed this charge, as I had provided the updated banking details within the required timeframe, but my dispute was dismissed, and the penalty was not removed.

Further, when I requested the contact information for the person or department that handles disputes, I was denied three times by Telkom consultants. They also refused to escalate my issue, which left me with no way to resolve the matter.

In the following month, Telkom correctly debited my new account but included an unfair penalty fee. Although I chose to proceed with the contract, I was then blocked from using data for a week, despite having paid the fees. I explained that I rely on data for my work and cannot afford to wait for seven days, but once again, the consultant insisted I had no choice but to wait.

Frustrated by this lack of support and communication, I reversed the payment and purchased data elsewhere to continue my work. I made it clear to Telkom that I would not honor a contract where the company was not upholding its part, and I requested that they contact me when they were ready to treat the contract with the seriousness it deserves. Unfortunately, the consultants I spoke with were not helpful and were often rude.

Additionally, I am extremely frustrated by Telkom’s use of "no-reply" email addresses. This tactic prevents me from responding to their emails or engaging in meaningful communication with the company. Instead, I am now being harassed by a debt collection agency called Nudebt, despite having made my position clear to Telkom and to Nudebt. They demanded call reference number from me as if they issued it.

I would like to reiterate that I am willing to continue with the contract, but only under the following conditions:

The unfair charges, including the penalty fees, must be removed. I must be able to communicate with someone who understands the value of customer service. I will not pay for data I did not use, especially after repeatedly attempting to address my concerns, only to be dismissed. Telkom must stop using "no-reply" email addresses, as communication should be a two-way process. I trust that Telkom will take my concerns seriously and respond appropriately.

Sincerely, Kgalefi Peetja