Telkom 60GB+60GB data incorrectly taken off daily bundle and not midnight bundle?

H

Hathy01

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Jul 22, 2009
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Location
Somerset West
This month (Feb 2014) I purchased a 60GB +60GB from Telkom, hoping that for the next year I could live on 5GB per month on day usage.
The first night I waited until after 12 midnight to do some heavy Internet browsing. The following morning I checked and ALL my data usage was deducted from my daily allowance.
I reported this to the Telkom shop in Somerset West Mall (who by the way are the most inefficient bunch of staff I have met in a long time) and they logged a call for me. I have tried on numerous occasions to talk to the manager of this shop, he is however NEVER available!! When I asked them for a copy of the call logged, they advised me that they couldn't as it was only meant for Telkom's eyes!!
Two days later I rechecked my data usage, this time after 23h00 - once again all the data usage after 23h00 was taken off my daily allowance!!
A couple of days later I once again rechecked and about half of my usage came off my daily allowance and the rest off my midnight allowance!! How can Telkom market these packages, if they cannot do what they advertise.
Some two weeks later and I have not received the promised call from the Somerset West Mall shop, advising me what they are doing about THEIR inability to take data off from the correct bundle!!
Telkom, and especially their Somerset West Mall Branch, are really letting their Customers down.
 
I also noticed this once or twice when I did some heavy downloading (when I was still with 8ta/telkom). Emailed their support staff and after two weeks or something, was told that everything was in order. At that point I just wasn't bothered with it anymore and figured it was too much hassle to pursue any further. Send a pm to the telkom rep (telkomza?), maybe he/she can help you out.

FWIW - it's not an issue of having to disconnect before 12 and then re-connect. It worked 98% of the time for me (with a continuous connection), apart from those few occurrences.
 
Thanks for advise. I have written to TM-SOC and have had a reply requesting me to let them have my Telkom Mobile number. Will update this post should I receive any further information.
 
Hathy01 said:
Thanks for advise. I have written to TM-SOC and have had a reply requesting me to let them have my Telkom Mobile number. Will update this post should I receive any further information.
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Hi Hathy01

Please advise if you have received the reference number so that we can follow up for you.

Regards
Telkom Mobile
 
I've been using a 60+60 bundle for a year now and never had a problem with the wrong 'type' of data being deducted from my bundle. Even if the 11:00 pm crossover time occurs in the middle of a download, it still seems to work properly without the necessity of disconnecting before 11 and reconnecting after it, as suggested.
 
I am pleased to hear that you have had no problems, Terencek. I however have been logging my data usage on both daily and nightsurfer since I purchased the package, and last night was the FIRST night when the data was taken off correctly!
I have had a reply from Telkom, and refute their explanation - I am including Telkom's reply and my reply back to them:

Hi. With regards to incident number 4377113 I would like to report that last night after 23h00 my data usage was taken off my midnight allocation as it should. I would however like you to please correct my data usage since inception, where the data usage after 23h00 was taken off my daily allocation!
Regards Peter

Good day,

Kindly note that our records indicate that the data usage was taken off the correct bundle, being the nightssurfer bundle.

Regards

Tsholo

Dear Tsholo, please believe me when I complain that my data usage was NOT taken off my nightsurfer bundle when I started with your package. I have recorded my daily usage and can ASSURE you that nightsurfer was taken off my daily allowance. I am CERTAIN of my facts and you need to recheck my data usage. I am NOT going to complain for nothing!!
Regards
Peter

Let's hope that they will follow-up and check their records properly.
 
Hathy01 said:
Greetings TM, my incident number is: #4377113
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Hi Hathy01

We have sent your a PM to provide us with the required information or details for us to assist further.

Regards
Telkom Mobile
 
Thank you TM for the PM you sent to me. I have sent my usage figures thru to the e-mail addresses you gave to me
 
Isn't it amazing that Telkom replied within hours on my initial complaint, saying that their figures were correct. Now some 10 days later, after I have provided them with the figures that their App gave me, I haven't heard another word from them! Come on Telkom, I'm just asking for you to correct your error.
 
Hathy01 said:
Isn't it amazing that Telkom replied within hours on my initial complaint, saying that their figures were correct. Now some 10 days later, after I have provided them with the figures that their App gave me, I haven't heard another word from them! Come on Telkom, I'm just asking for you to correct your error.
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Hi Hathy01

We have requested you to provide us with your email address so that we can trace the email and we are still waiting for your response. Please reply to the PM send with the requested details.

Regards
Telkom Mobile
 
Hathy01 said:
I have provided my e-mail address to your PM
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Hi Hathy01


We tried to contact you and the number just rings then prompt to voicemail. Please provide us with an alternative contact number or nan appropriate time to call via PM or send an email to the email addresses provided on the PM.

Regards
Telkom Mobile
 
The Sim sits in my Router. You have my email address - please email me and you will get my mobile number
 
Hathy01 said:
The Sim sits in my Router. You have my email address - please email me and you will get my mobile number
Click to expand...

Hi Hathy01

We have sent you an email. Please reply with the requested details.

Regards
Telkom Mobile
 
Okay, just to update this thread on what has/hasn't transpired. I once again sent through my figures of usage to Telkom. I had a call from Telkom yesterday saying that they have checked and their figures are correct??? I informed the person who phoned me that I am using the Telkom App from the iStore and that the figures I supplied to them come from THEIR App!! On the 1st night I spent a good 2 hours on the night-surfer bundle and NO data was taken off the night-surfer!! All was taken off my daily allocation. This happened for 4 days, when it miraculously started taking data off the correct bundle!! The person on the phone tried to tell me that Telkom used the MTN towers, and that this may be the reason?? I do not buy this excuse at all, as I have a contract with Telkom and what happens between Telkom and MTN has nothing to do with me!! I have requested that the approximately 3GB night-surfer usage that was taken off my day bundle is reversed and taken off the night-surfer bundle. Let's see if Telkom can get this fixed.
 
Thank you RichardG for your response. The App I am using, supplied by Telkom, on my iPhone and iPad are working correctly and show me my balance on my Daily and Night-Surfer bundles. This issue is that I need Telkom to correct where data was taken off the incorrect bundle. They somehow don't seem to understand English!!
 
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