Worst experience ever by consultant and her manager

Worst experience customer service ever!!

I bought a phone from telkom store on 1st of May 2019 and the first debit order is going to be 20th June on Pro rata basis. That I understood well and I know very well am supposed to pay double debit order including insurance. However my phone number was suspended on the 6th June and when I called telkom line this is what I was told:

"You will have to pay R96 difference due to your spend limit being exceeded and you will have to wait 72 hours turnaround time".

I tried to explain that whose fault was it because this was not explained to be from day one when I took my phone. Otherwise I would have paid in advance to avoid this problem with spend limit. And why do I have to wait 72 hours to use my line again is there no department that can waive this from telkom?

I spoke to Lerato Kgabi from call Centre she was inexperience and didn't show any sympathy and customer experience at all. I asked to speak to her Manager also I think her surname is Mrs Boleo, she was unhelpful and not willing to listen or to give any solution. Who's fault was it? And why do I have to wait 72 hours to receive my suspended line back? Both the two employees were inexperienced and never shown the spirit of sympathy or any apologies. The worst thing I had to wait almost 1 hour online without any help. I called from 5:57am on the 7th Friday and waited online for 56 minutes and 44 seconds to be told nothing by the two. My concern is I did speak to other consultants at telkom who advised me that I don't have to pay R96 because recoveries or credit department can still waive this. Mpho from call Centre escalated the query and advise they will deal with it. Mpho was helpful and was different from the two mentioned.

Why is it that Lerato Kgabi and her manager are speaking differently? Why is it that they shown no sorry and without any help at all? I take this very serious, if my English sounded like am too black or foreign then this is very serous ****** and not taking customer serious.

I request Telkom to investigate the two because I don't think those two I spoke to are telkom employees or any manager.

As we speak right now I am not connected to my telkom line as it is still weekend and I believe I won't get any help until Monday as i was also told by other consultant that recoveries doesn't work weekend.

I need Telkom to investigate this and I will truly take this matter to Ombudsman if I am not contacted and any remedies are not action. I am losing business because I can't do any internet transactions at all.

This need serious intervention from ombudsman!!

As a new telkom contract was taken everything I signed for was fine and all I knew is my first debit order is 20th June and I was under the impression that there won't be any cut off due to spend limit. I didn't even understand this thing of spend limit, this is not my fault. If telkom system cuts off customers automatically like this then we are still going to have huge problem. I don't remember anyone telling me this, otherwise I would have paid in advance from beginning day one to avoid cut off. Also telkom tells me that they sent me sms to warn about credit limit, those sms only make sense now, I didn't even know if it was telkom or what. We have lots of **** sms and email and I don't take sms which I don't understand serious. How was I supposed to know those sms were from telkom or legitimate source? Why didn't they call me atleast?

Am taking this issue very seriously. And where do I get R96 from when we agreed that my pay day is 20th June? Infact even if it was 1 cent difference system was still going to cut me off. Whose fault is it? Two customers from telkom agreed that it's telkom's fault. Therefore I seriously need investigation in this matter.

My other telkom contact number is ********** 011 Name: Avhurengwi Patrick Mavhungu