Complaining to Telkom. How??!!

aalwees

aalwees

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How does one get a Telkom complaint heard?!

• HelloPeter works beautifully for companies that have the courtesy to respond. HelloPeter lists Telkom as a company that responds when in fact it doesn't (I suspect the new HelloPeter ownership has corporation interests more at heart than those of the consumer).
• Complaining via a company's Facebook page usually works well but not not in Telkom's case.
• Of course, phoning the Telkom call centre is a total waste of time. You just get fake newsed. Telkom slapped me with a R202 fine for a debit order that didn't go through. They fined me this even though I paid manually a couple of days later. The call centre agent told me it was just Telkom recovering a fee the banks charged them. This turned out to be fake news. I checked with my bank and they said "As your bank, FNB may charge an unpaid debit order fee on your account should you fail to honour a debit order on your account, but the service provider that processes the debit isn't charged by us. "

I find that fine totally unacceptable - it generates nothing but antipathy - but it seems impossible to get a complaint heard.
 
It will not help.
You will have more luck convincing a Concrete wall to stand up and jump in the ocean than to get anything out of Crapcom
 
You were at fault

Firstly for not honoring the payment agreement
Secondly for allowing ANY company to access your account as they please with a debit order
 
rakabos3 said:
You were at fault ...
Click to expand...
Gee, thanks, rakabos3, that is so bloody helpful. If only I knew what you knew, had your depth of wisdom. If I did, I think the first thing I'd do is speak with the same level of authority and understanding. Thank you.
 
For the record, I'm not denying my fault in this matter. But neither do I find the R202 fine acceptable - especially in the light of the fact that I paid manually a couple of days later.

Another thing worth noting here is that these account payments are in advance of the month. There might, on occasion be small amounts which are being post-paid, like if I use more SMSes than my allotment, but that is rare and trivial.

Also, Telkom does not allow other methods of payment in the case of a phone on contract. So you have to go with a debit order even if it does not suit you. I freelance so it doesn't suit me to nail my debit orders down to the day I get paid a salary.
 
Telkom has let me down in a number of ways since I entered this contract - a two month long struggle to get my number ported and an equally lengthy struggle to get the Telkom app linked to my account and working. If I had to fine Telkom for the time and trouble I had to go to to get it to fulfill it's side of the deal then Telkom would be owing me a few thousand. I expect some give and take here.
 
aalwees said:
How does one get a Telkom complaint heard?!

• HelloPeter works beautifully for companies that have the courtesy to respond. HelloPeter lists Telkom as a company that responds when in fact it doesn't (I suspect the new HelloPeter ownership has corporation interests more at heart than those of the consumer).
• Complaining via a company's Facebook page usually works well but not not in Telkom's case.
• Of course, phoning the Telkom call centre is a total waste of time. You just get fake newsed. Telkom slapped me with a R202 fine for a debit order that didn't go through. They fined me this even though I paid manually a couple of days later. The call centre agent told me it was just Telkom recovering a fee the banks charged them. This turned out to be fake news. I checked with my bank and they said "As your bank, FNB may charge an unpaid debit order fee on your account should you fail to honour a debit order on your account, but the service provider that processes the debit isn't charged by us. "

I find that fine totally unacceptable - it generates nothing but antipathy - but it seems impossible to get a complaint heard.
Click to expand...

Yes there is a problem here. Probably not so much in terms of how the agent explained it. Perhaps only if an official Telkom document described the fee in that same false manner.

But there is a problem here. How is this amount regulated? Why R202 and not R102? And if not R202 why not R303 or R404? When have you ever been provided with that schedule of tariffs? Of course, never.

This has been ongoing for some time with Telkom in particular. For example:

https://mybroadband.co.za/forum/threads/telkom-charging-me-r200-for-bounced-debit-order.885002/

The next one is interesting because if accurate then it is not covered in the subscriber agreement (or it may have since been added):

https://mybroadband.co.za/forum/threads/telkom-charges-r180-for-unpaid-debits.676528/

Not quite sure how they get away with it.
 
Telkom regularly lets people down and wastes their time. If I could fine Telkom for all my time and hassle at the the start of this contract, they would be owing me thousands!
 
A-You may try a walk-in shop of them for personal assistance.
B-If you find it difficult to communicate with any company with a Call Centre..., 1-Positively, 2-In a timely fashion both ways, 3-A super insightfull authoritive response to your problem/querry, you are dealing with a company thats in trouble one or other way, theres no doubt about it, this Symptom shows clearly.
The board should know, because the Call Centre is their window to their customers, so your next step is to contact the Board of Directors, not the CEO, if this is also not possible, you know that entity has deep seated problems. Your next step is the ombudsman unfortunately.
One of the 1st signs of a successfully managed company, it they communicate with a helpfull smile, with insight and the ability to have a person be able to actually help you there and then by having knowledge of the workings and the authority to do so, if not......................FAIL.
 
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