Hi all,
I am seriously arritated and angry with Telkom billing department.
To make the story short. a Year ago Telkom introduced fibre in our area. Before that I was on ADSL, 4 meg speed, and 20gig+20gig + free Telkom to Telkom calls package, after hours, for R399. This included line rental.
I was happy with the package.
After they installed fibre, they harrassed me many times over 10 months by phone and email, to go over to fibre. I declined for many months, saying I will go over only if I can stay on my R399 package. I am willing to stay on 4 meg line speed, and stay on 20+20 gig + free calls Telkom to Telkom after hours. I just asked to have what I had before.
They declined this for many months, saying the best offer they can make is R699 a month. I told them repeatedly, why would I pay R699 a month, if I pay R399, and I don't need more speed or bandwidth.
Then, in around March, they had a Fibre promotion, and said you can stay on your current package if you go over to fibre. They will give you a 2 month fibre trial, giving you 10 meg speed + 100 gig. If after 2 months, you want to go back to your previous package, you can.
I said, I will only do this if I get in writing that I can go back to my original package. It took me a week to get this in writing out of them, but I did.
Ok, so they did the fibre installation. I told them I want to go back to my original package immediately, and did not want the 2 months free trial. They put me on it anyway, no matter what I requested. After a month I requested to go back to my previous package. They ignored me for weeks, and did not put me back on my old package.
Ok, so they did credit me over the 2 months, to stay on my R399. I was waiting in big anticipation if they are going to keep their word once the 2 months are up. A few weeks before the 2 weeks were up, they send a mail where I had to make my choice, stay on 10 meg and 100 gig, or go back to previous package. I chose previous package. So, I could see I did go back to previous package, when testing line speed I could see my line speed was now 4 meg. Great. I could also see on my weekly bandwith email report, I am back to 20+20 gig from 100 gig. So, they did take me back to my old package, EXCEPT< jip, you guessed it, the bill is now R699 a month, not R399 a month. Let me say I would have been astonished if they kept their word.
I can simply not believe the backstabbing, unethichal, underhanded tactics that corporate businesses use.
Anyway, they have the fight of their lives on their hands in this case. I would love to see how they are going to force the R699 package on me.
Why I post it here, I do not want to phone their call centre and explain this to a call centre agent. I want to do ALL in writing and expect all replies in writing. Is there a way mailing my complaint to their billing department directly.
I did read a bit here, it seems the only point of contacts are :
1)If customers can access the Internet, log a fault on www.telkom.co.za
2)Customers can SMS “SERVICE” and their number to 30591.
3)Report problems using Telkom’s Android and iOS app, available for free.
4)Customers may tweet Telkom @TelkomZA or post on the TelkomZA Facebook page.
5)Residential customers can call 10210 for assistance, while business customers can contact 10217.
If anyone has advice for me who I can contact, that will be remotely interested in my case I would appreciate it. Or if there is another way I can raise this complaint at Telkom and actually get a body that cares ?
I want to give them the chance to fix this first. I would obviously be very surprised if anyone care or takes ownership of this at Telkom.
Just know Telkom, a serious *****storm is coming your way about this case, if you do not fix this immediately. And I dare you to disconnect my services. I am going to pay the R399, and dare you to cut me off for not paying the balance.
Any help or advice of any kind will be appreciated.
Have a nice day.
I am seriously arritated and angry with Telkom billing department.
To make the story short. a Year ago Telkom introduced fibre in our area. Before that I was on ADSL, 4 meg speed, and 20gig+20gig + free Telkom to Telkom calls package, after hours, for R399. This included line rental.
I was happy with the package.
After they installed fibre, they harrassed me many times over 10 months by phone and email, to go over to fibre. I declined for many months, saying I will go over only if I can stay on my R399 package. I am willing to stay on 4 meg line speed, and stay on 20+20 gig + free calls Telkom to Telkom after hours. I just asked to have what I had before.
They declined this for many months, saying the best offer they can make is R699 a month. I told them repeatedly, why would I pay R699 a month, if I pay R399, and I don't need more speed or bandwidth.
Then, in around March, they had a Fibre promotion, and said you can stay on your current package if you go over to fibre. They will give you a 2 month fibre trial, giving you 10 meg speed + 100 gig. If after 2 months, you want to go back to your previous package, you can.
I said, I will only do this if I get in writing that I can go back to my original package. It took me a week to get this in writing out of them, but I did.
Ok, so they did the fibre installation. I told them I want to go back to my original package immediately, and did not want the 2 months free trial. They put me on it anyway, no matter what I requested. After a month I requested to go back to my previous package. They ignored me for weeks, and did not put me back on my old package.
Ok, so they did credit me over the 2 months, to stay on my R399. I was waiting in big anticipation if they are going to keep their word once the 2 months are up. A few weeks before the 2 weeks were up, they send a mail where I had to make my choice, stay on 10 meg and 100 gig, or go back to previous package. I chose previous package. So, I could see I did go back to previous package, when testing line speed I could see my line speed was now 4 meg. Great. I could also see on my weekly bandwith email report, I am back to 20+20 gig from 100 gig. So, they did take me back to my old package, EXCEPT< jip, you guessed it, the bill is now R699 a month, not R399 a month. Let me say I would have been astonished if they kept their word.
I can simply not believe the backstabbing, unethichal, underhanded tactics that corporate businesses use.
Anyway, they have the fight of their lives on their hands in this case. I would love to see how they are going to force the R699 package on me.
Why I post it here, I do not want to phone their call centre and explain this to a call centre agent. I want to do ALL in writing and expect all replies in writing. Is there a way mailing my complaint to their billing department directly.
I did read a bit here, it seems the only point of contacts are :
1)If customers can access the Internet, log a fault on www.telkom.co.za
2)Customers can SMS “SERVICE” and their number to 30591.
3)Report problems using Telkom’s Android and iOS app, available for free.
4)Customers may tweet Telkom @TelkomZA or post on the TelkomZA Facebook page.
5)Residential customers can call 10210 for assistance, while business customers can contact 10217.
If anyone has advice for me who I can contact, that will be remotely interested in my case I would appreciate it. Or if there is another way I can raise this complaint at Telkom and actually get a body that cares ?
I want to give them the chance to fix this first. I would obviously be very surprised if anyone care or takes ownership of this at Telkom.
Just know Telkom, a serious *****storm is coming your way about this case, if you do not fix this immediately. And I dare you to disconnect my services. I am going to pay the R399, and dare you to cut me off for not paying the balance.
Any help or advice of any kind will be appreciated.
Have a nice day.