Warning: Incorrect Billing & Refusal to Cancel Optional Services

Please be warned that 1) there has been some drastic change in Telkom's capacity to receive cancellation requests, 2) Telkom is unresponsive to my requests to correctly bill me for device insurance.

Below I detail my experiences with Telkom, Telkom Billing and Finrite insurance provider. All claims are backed by an unambiguous paper trail and undeniable records. DO NOT get caught in the same trap I am in, it is not worth it: seek these services elsewhere.

**Cancellation request** On 31 October 2017, 12:32 PM I sent a cancellation form to ********** requesting that two optional services be cancelled. I received no reply, and the following month I was still billed for those services. On 10 November 2017, 09:29 AM I reiterated my request and asked for acknowledgment of my request. Again no reply. On 6 December, after two monthly bills in which I was billed for services I had requested, as is my legal right, be cancelled, I reiterated my cancellation request.

I received an auto-mated reply noting that the ********** account is full and can't accept new messages. I quote: "The recipient's mailbox is full and can't accept new messages at this stage. Message therefore not delivered. Please try resending this message later. [Telkom SA SOC Limited. Registration nr : ***]"

I resent the email a few hours later and received the same auto-mated reply.

Assessment: I therefore hold the view that Telkom no longer has the capacity to cancel contracts, a fact which should alarm potential and current Telkom clients.

**Incorrect billing for device insurance**

In February 2017 I signed a device insurance contract at Telkom Mobile store in Claremont, Cape Town, at a monthly installment cost of R119.00.

For the past 9 months I have been over charged for this insurance. I was advised by an employee at the Telkom Express store in Cavendish, Claremont that I had indeed been incorrectly billed and that I should contact Finrite, the insurance company insuring the device for Telkom.

I called Finrite on ********** on 31 October and was advised that I should send my bills to ********** The call centre operator Kayleigh (*spelling) confirmed that I had been incorrectly billed, confirmed that I would be reimbursed by Telkom billing department, and that I would receive an update within two days. I sent seven incorrect Telkom bills to that address on 31 October 2017 at 12:24PM. I never heard another word and I was incorrectly billed for the following two months.

On 6 November 2017 at 10:46 AM I again called Finrite Telkom insurance on ********** . I noted that I had again been incorrectly billed. The call operator, telephonist, assured me that I would be reimbursed and promised to call me with an update. I did not receive a call or an email.

on 6 December 2017, I called Finrite Telkom insurance on ********** . After three attempts and waiting on the phone for over 25 minutes, I got through to a call centre operator and indicated my situation.

The call operator asked me for my email address and then searched for the emails I had sent. The operator confirmed twice that there was no record of my having sent the emails. I was looking at the sent emails at the time and confirmed with the operator that I had sent to the correct address. NOTE: FINRITE LOST or DELETED MY EMAILS indicating that I had been incorrectly billed. I have undeniable evidence that I sent those emails. I was then asked to forward the emails I had sent to ********** I did so, and the operator verbally confirmed receipt.

I asked the operator for a copy of the recording of my call, she assured me she would provide me with a copy, and then did not.

The operator promised to escalate my issue to management and to call me with an update with 48 hours. I requested that this commitment be put in writing and was emailed the commitment while I waited on the phone.

The operator has until close of business tomorrow (9 Dec 2017) to call me with an update.

Assessment: Finrite 1) may lose record of your emails, 2) does not necessarily honour promises clients, 3) does not in all cases, as my case illustrates vividly, have a good working relationship with the Telkom billing department.

I am 9 incorrect bills deep and still waiting for the matter to be resolved and to receive reimbur*****t.

I await for a copy paste default reply to my above complaint.