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- Jul 11, 2017
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I found this forum after searching for people who had similar experiences to me, so I thought I'd share my grievance with Telkom as I am unable to do anything else at this point, hopefully I can save someone the time and money of dealing with this organisation.
Long story short I have (had) and LTE contract that was due to be cancelled in September (I have the email correspondence to prove it). Unfortunately due to their own administrative failures they terminated it 2 months early and stick to their claim that the person responsible is "out of office" and that person is the only one in the entire organisation who can assist! Naturally I tried to find out what happens in cases like this, hours on the phone, holding only to be mis-transferred or disconnected I took to their online chat help.
Have a look at the below if you feel the need but to summarise no questions get answered, no help is received, and of course there is a very convenient (inconvenient) feature where the chat terminal is shutdown completely so both of these transcripts are incomplete. The text base one I can basically say the guy just told me to call them. To call the same number I had been calling for hours.
You are currently being assisted by Gishwill Koen
5:12:10 PMGishwill: Thank you for contacting Telkom Mobile, you’re chatting to Gishwill, how may I assist you?
5:12:18 PM You: Hi Gishwill
5:12:48 PM You: I want to know a bit about your billing process
5:13:25 PMGishwill: Good Day Chris, Thank you for the enquiry.
5:13:50 PM You: I have a Telkom LTE plan that was scheduled to end in September
5:14:21 PM You: However after contacting your technical team I hear that they ended it 2 months early. This leaves me in a massive bind as I'm trying to complete my online studies
5:14:48 PM You: The lady on the phone assured me i wont be billed for these 2 months but the problem is bigger than that, i now cannot download my course material. What can you do?
5:15:58 PMGishwill: I am happy to assist you with your query, however we would require you to pass a few security questions. Kindly provide me with the following.
I.D/passport number
Residential / Billing Address
Alternative number.
{Personal information removed}
5:18:30 PM You: Feel free to contact and confirm if need be
5:18:48 PMGishwill: You will need to contact us on 081180 so that we may pass security checks.
5:19:04 PM You: And after that?
5:20:10 PMGishwill: Chris we cannot assist you we need to pass security checks with the account holder. Is there anything else you require assistance with?
5:20:18 PM You: Yes i have another question
{I've already lost my sanity at this point and only want to know if they will take ownership, notice how they dance around the questions}
5:21:01 PM You: Since you cannot help me personally tell me in general how telkom will remunerate a client in the case where Telkom terminates plans prematurely. What does Telkom do in these cases?
5:22:51 PMGishwill: We will investigate the matter to check if it was cancelled prematurely or as per agreement.
5:23:13 PM You: And in the case it was terminated prematurely? What actions are taken?
5:23:44 PMGishwill: Chris we need to speak to the account holder.
5:24:01 PM You: I am only asking about billing policy not for any help related to the matter
5:24:05 PM You: its a general question
5:26:01 PMGishwill: Chris we need to open the account to check if it was cancelled prematurely therefore we need to speak about to the account holder.
5:26:55 PM You: I dont think you understand my question, lets pretend nothing wrong happened and I am a new client. I am now asking what happens if Telkom accidentally prematurely terminates an account, what actions get taken?
5:27:22 PMGishwill: We will investigate the matter to check if it was cancelled prematurely or as per agreement.
5:27:33 PM You: And in the case it was prematurely terminated?
5:28:52 PMGishwill: We will then escalate the matter Chris.
5:29:04 PM You: Where do these matters escalate to?
5:30:02 PMGishwill: We will escalate it to our back office.
5:30:24 PM You: Are new clients able to contact this back office?
5:30:50 PMGishwill: No you not allowed they dont have a direct line Chris.
5:31:23 PM You: Im sure mistakes have happened in the past, can you tell me what measures were taken in similar circumstances?
{Gishwil terminated the chat immediately after telling me nothing like this has EVER happened before so I could not screenshot it}
The attached image is me then trying to to figure out if it's even worth my time hanging on the line for another half a day only to be shut down. So I contact their sales department, have a look, that is where the chat mysteriously gets shut down again, I saw a red text flash but couldn't grab a screenshot in time.
Granted maybe I could have been more civil but really come on, boldly telling me Telkom doesn't make mistakes then shutting it down? Taking literally no ownership of administrative mistakes? Anyone have similar experiences here with contracts being terminated, and if so What was the resolution / remuneration?
Long story short I have (had) and LTE contract that was due to be cancelled in September (I have the email correspondence to prove it). Unfortunately due to their own administrative failures they terminated it 2 months early and stick to their claim that the person responsible is "out of office" and that person is the only one in the entire organisation who can assist! Naturally I tried to find out what happens in cases like this, hours on the phone, holding only to be mis-transferred or disconnected I took to their online chat help.
Have a look at the below if you feel the need but to summarise no questions get answered, no help is received, and of course there is a very convenient (inconvenient) feature where the chat terminal is shutdown completely so both of these transcripts are incomplete. The text base one I can basically say the guy just told me to call them. To call the same number I had been calling for hours.
You are currently being assisted by Gishwill Koen
5:12:10 PMGishwill: Thank you for contacting Telkom Mobile, you’re chatting to Gishwill, how may I assist you?
5:12:18 PM You: Hi Gishwill
5:12:48 PM You: I want to know a bit about your billing process
5:13:25 PMGishwill: Good Day Chris, Thank you for the enquiry.
5:13:50 PM You: I have a Telkom LTE plan that was scheduled to end in September
5:14:21 PM You: However after contacting your technical team I hear that they ended it 2 months early. This leaves me in a massive bind as I'm trying to complete my online studies
5:14:48 PM You: The lady on the phone assured me i wont be billed for these 2 months but the problem is bigger than that, i now cannot download my course material. What can you do?
5:15:58 PMGishwill: I am happy to assist you with your query, however we would require you to pass a few security questions. Kindly provide me with the following.
I.D/passport number
Residential / Billing Address
Alternative number.
{Personal information removed}
5:18:30 PM You: Feel free to contact and confirm if need be
5:18:48 PMGishwill: You will need to contact us on 081180 so that we may pass security checks.
5:19:04 PM You: And after that?
5:20:10 PMGishwill: Chris we cannot assist you we need to pass security checks with the account holder. Is there anything else you require assistance with?
5:20:18 PM You: Yes i have another question
{I've already lost my sanity at this point and only want to know if they will take ownership, notice how they dance around the questions}
5:21:01 PM You: Since you cannot help me personally tell me in general how telkom will remunerate a client in the case where Telkom terminates plans prematurely. What does Telkom do in these cases?
5:22:51 PMGishwill: We will investigate the matter to check if it was cancelled prematurely or as per agreement.
5:23:13 PM You: And in the case it was terminated prematurely? What actions are taken?
5:23:44 PMGishwill: Chris we need to speak to the account holder.
5:24:01 PM You: I am only asking about billing policy not for any help related to the matter
5:24:05 PM You: its a general question
5:26:01 PMGishwill: Chris we need to open the account to check if it was cancelled prematurely therefore we need to speak about to the account holder.
5:26:55 PM You: I dont think you understand my question, lets pretend nothing wrong happened and I am a new client. I am now asking what happens if Telkom accidentally prematurely terminates an account, what actions get taken?
5:27:22 PMGishwill: We will investigate the matter to check if it was cancelled prematurely or as per agreement.
5:27:33 PM You: And in the case it was prematurely terminated?
5:28:52 PMGishwill: We will then escalate the matter Chris.
5:29:04 PM You: Where do these matters escalate to?
5:30:02 PMGishwill: We will escalate it to our back office.
5:30:24 PM You: Are new clients able to contact this back office?
5:30:50 PMGishwill: No you not allowed they dont have a direct line Chris.
5:31:23 PM You: Im sure mistakes have happened in the past, can you tell me what measures were taken in similar circumstances?
{Gishwil terminated the chat immediately after telling me nothing like this has EVER happened before so I could not screenshot it}
The attached image is me then trying to to figure out if it's even worth my time hanging on the line for another half a day only to be shut down. So I contact their sales department, have a look, that is where the chat mysteriously gets shut down again, I saw a red text flash but couldn't grab a screenshot in time.
Granted maybe I could have been more civil but really come on, boldly telling me Telkom doesn't make mistakes then shutting it down? Taking literally no ownership of administrative mistakes? Anyone have similar experiences here with contracts being terminated, and if so What was the resolution / remuneration?