Telkom dou­ble billing irks clients

The Star Early Edition - - NEWS -

WHEN Thireshni Sanasy put a R1000 cap on her Telkom ac­count, she never ex­pected the bill shock in ex­cess of R2 000.

This month, though, she opened her lat­est state­ment and dis­cov­ered that an amount was “brought for­ward” and she was sud­denly more than R1000 in ar­rears.

“It can­not be,” she told me. “I’ve been dou­ble-deb­ited for the month – I never ex­ceed my us­age and this ac­count doesn’t make any sense.”

Her par­ents had the same issue, for months, she said. “They kept dou­ble-deb­it­ing my folks till even­tu­ally their ser­vice was cut.”

She told me wryly: “The au­to­mated mes­sage told me that some­one will con­tact me within 72 hours but I was also in­formed my ac­count would be sus­pended within 48 hours.”

So I asked Jac­qui O’Sul­li­van, Telkom’s spokes­woman, about the dou­ble-deb­it­ing be­cause the call cen­tre now has an au­to­mated mes­sage stat­ing it is aware of the issue and it is in­ves­ti­gat­ing.

O’Sul­li­van said: “It came to our at­ten­tion on Jan­uary 9, that some cus­tomers had been dou­ble billed for ser­vices for the month.

“First, we apol­o­gise to all our cus­tomers af­fected by this er­ror.

“We are in­ves­ti­gat­ing how this came about, both with our bank­ing part­ners and our billing ven­dors.

“The in­ves­ti­ga­tion will help us un­der­stand how this came to hap­pen, as well as how many cus­tomers are af­fected, so we can put ap­pro­pri­ate mea­sures in place.

“Re­solv­ing this is an ab­so­lute pri­or­ity and we will keep our cus­tomers in­formed of all de­vel­op­ments. As we work to re­solve this mat­ter we have un­der­taken that no cus­tomer will be dis­con­nected as a con­se­quence of dou­ble billing.”

I asked how the sys­tem would be able to dif­fer­en­ti­ate be­tween dou­ble billing and ar­rears, and about claims on other sites that Telkom’s billing has been prob­lem­atic.

Newspapers in English

Newspapers from South Africa

© PressReader. All rights reserved.