Unprofessional and poor service delivery

Unprofessional and poor service delivery

I wish to express my disappointment and frustration with regards to the landline and internet service that is currently being rendered by Telkom.

For the past two (2) years, I have experienced the same problem even after making numerous calls to the call centre to resolve the issue, nothing has been resolved and the problem continues to persist, even after been informed by Telkom that the matter was escalated.

In September of 2017, I relocated from my present place of residence after which Telkom had provided me a with new number (1st new number) to replace the landline number I initially had before relocation. Shortly afterwards, in June 2018, I then relocated back to my initial place of residence which is now my current place of residence, after which Telkom had given me another new number (2nd new number) which is also now my current number and internet line that I am using.

Through inspection of my monthly invoices for many a months, I have noticed that I am being billed for my present number as well as the previous two (2) lines. All in all, and to my astonishment I am been billed for 3 lines and for internet charges on all 3 lines and this is incorrect, as my previous two (2) telephone numbers and internet was not cancelled despite my official application and request for cancellation in April 2019.

Currently I am, and always was on the “Anytime Free” package, with a 4 Meg line and uncapped internet. In addition to this, I purchased a new router from Telkom, which I am currently paying for in instalments. My account should therefore be at most R 650 per month, of which, I currently pay noting less that R 700 per month, which is still R 50 more than what I should be paying.

Despite my numerous efforts with regards to following up on my application for cancellation, I am being referred from one person to another, and each person assuring me that they have resolved the matter, however, nothing has been done, and I am been served with heavy bills which includes amounts that have been carried forward for the other 2 numbers which I have app**** for cancellation. This has on 1 occasion resulted in my services been wrongfully cut off, which I then had to make numerous calls to reinstate my line, despite the fact that I am faithfully paying for what I am using.

I am frustrated with speaking to people from the call centre that are clearly clueless. Walking into Telkom and having to re explain the problem, which by the way is no fault of mine, is also very frustrating as I am always given the impression that even the consultants don't even understand how to resolve this issue. Instead I am told that the manager is away and that the manager will have to look into it.... and that they cant really tell how long it will take for the issue to be rectified and that the people who initially was handling the case never complete their work correctly hence I am been billed for 3 lines with internet.

I have even emailed my grievance to Telkom, again on the advice of the consultants, and still no response has been received nor has my bill been rectified.

Now Telkom has migrated my line to wireless recently and from the time of the migration until now my internet speed is much slower and it continuously buffers. Phone calls are been cut while having a conversation. I have called Telkom 6 times to rectify this issue and the calls keep cutting. Even though Telkom has my contact details nobody called me back to rectify the problem.

It is with a deep regret that I say that if this is how customers are treated by Telkom, then I am sorry to say that Telkom will lose many faithful customers.