Telkom (Hellkom) Billing error

[Christiaan21]

Good day

I have had a lot of troubles with Telkom in the pas few years but nothing that couldn't be handled, until recently, in January 2015 ,we upgraded from a softcap 10Gb to the SmartHome Essential package they offered which, at that time was only R429 pm. Unfortunately they contineud to charge us the softcap 10GB extra with these prices
Jan-2015 = R130.70
Feb-2015 = R130.70
March-2015 = R86.84
April-2015 = R86.84
May-2015 = R86.84
Jun-2015 = R86.84

On the 6th of July we upgraded from the SmartHome Essential to the SmartHome Advanced which, at that time was only R569. However they then, without our knowledge upgraded the Softcap package to 20GB and they charged the SmartHome Advanced with the softcap prices that follow.
Jul-2015 = R130.70 - Up to today

I have filled multiple billing disputes without any success. They keep on telling me that there is usage on the account. So now I come to the assumption that one of the ladies at the desk in Vaal Mall's Telkom somehow gave us the wrong login and wrongfully added the softcap to the package as they probably didn't know how to add the correct subscription to my account.

If somebody can assist in me getting the money back that they owe it would be much appreciated.

Here is a summary of the ammount owed

https://1drv.ms/x/s!AhAk4NQYiel9hQ6jeZW0Z0KNKgdz

 

[Scary_Turtle]

Cancel the debit order from your bank so they can't take anymore from you.

Start an email/twitter message with Telkom and explain everything to them that has been done up until this point (keep this as proof). Ask for landline number associated with usage on the soft cap, ask for the telephone calls that are recorded.

Don't take any crap from them and if they say something retarded demand the manager.

O ya and move away from Telkom to any other ISP to avoid this problem.

 

[Christiaan21]

Cancel the debit order from your bank so they can't take anymore from you.

Start an email/twitter message with Telkom and explain everything to them that has been done up until this point (keep this as proof). Ask for landline number associated with usage on the soft cap, ask for the telephone calls that are recorded.

Don't take any crap from them and if they say something retarded demand the manager.

O ya and move away from Telkom to any other ISP to avoid this problem.

Thanks for the reply. I called the call centre 10210 and asked to be put through to the service department. The lady who answered was not very helpful in fact she couldn't help me at all so I asked for the manager as you suggested and after I explained the situation to her she filed the disputes and said that I wil be contacted within 72 hours. I am quite curious about the outcome of this. The only problem is that I can't just stop paying them. I have a business I run from home and if I were to lose connectivity it would stop my work dead in its tracks

 

[Scary_Turtle]

Thanks for the reply. I called the call centre 10210 and asked to be put through to the service department. The lady who answered was not very helpful in fact she couldn't help me at all so I asked for the manager as you suggested and after I explained the situation to her she filed the disputes and said that I wil be contacted within 72 hours. I am quite curious about the outcome of this. The only problem is that I can't just stop paying them. I have a business I run from home and if I were to lose connectivity it would stop my work dead in its tracks

You can move your line and gigs to another ISP so you don't have to deal with Telkom at all. I think Afrihost offers a sim card with a few gigs on it to bridge any downtime gap caused by the switch.

I have a 3g stick from Afrihost which I activate when Telkom is down (which is pretty often) and turn off when Telkom fixes their problems, its almost a must for a home business. I plug it into the router and everything on the network has internet.

 

[Former member 61586]

Not paying Telkom results in credit agency listing.

 

[Scary_Turtle]

Not paying Telkom results in credit agency listing.

Only if you have signed a 2 year contract and you are defaulting but if you have a month to month and they are refusing/incapable of terminating your contract thats on Telkom. Keep the proof and if they don't handle things correctly you go to ispa.org.za.

 

[Christiaan21]

Only if you have signed a 2 year contract and you are defaulting but if you have a month to month and they are refusing/incapable of terminating your contract thats on Telkom. Keep the proof and if they don't handle things correctly you go to ispa.org.za.

That is also one of the problems. I still have about 1 year on contract left

 

[Christiaan21]

Telkom has refunded us the full amount surprisingly. I received a call from Telkom and within a hour my account was credited and the correct subscription added