Unauthorized product added to Telkom account by Trudon
Good day,
Since November of 2020 we have experienced difficulties with a product that was added to our account without the proper authorization given by me.  I was asked to verify an email address and gave the correct email address.  The representative of Trudon did not state clearly that there would be any costs involved with regards to the phone call and a misunderstanding ensued.   When we phoned their offices we were instructed to contact them via email as their personnel were not at the office to provide any assistance due to Covid 19.  Emails have been sent to the Help desk and to the Johannesburg offices and received ticket numbers in response with the promise that the matter would be looked into. Emails were sent in November and December 2020 and January 2021  I went to our nearest Telkom offices to see if they could provide any help with the matter seeing that we were getting nowhere with the emails that we sent.  Phone calls were made and received from representatives and lawyers but the matter has not been resolved as of yet. I was told that an email would be sent out by Trudons lawyers regarding this but no email has been received yet.  As a result penalties and interest has been adding up on the account.  See email that was sent to the Yellow Pages in January 2021:

RE : Ticket numbers 190921 and 195271
Yellow pages

<***********>
Jan 13, 2021, 1:43 PM
to johannesburg, customercare, Ryan

Good day,

Today is the 13th of January 2021 and this issue has not been resolved.  We just received the new statement for January and the amount mentioned above has not been removed from the account. This amount will not be paid as it was not authorized for by Mr Ryan Tait.  We have also tried the yellow pages telephone numbers to no avail  Please refer to previous emails copied in below:

On 12 November 2020 we received a ticket with the reference no **********251 with regards to an email we sent to the customer care email address on 11 November 2020 (ref no of invoice 011C**********j). (Ticket no: 190921).

In the above mentioned email we stated that Mr Ryan Tait spoke to one of your representatives.  They queried if our email address and contact numbers are still the same to which Mr Tait replied with the correct email address.  Mr Tait says that there was no discussion with regards to a once-off payment for the WEB 2050 INFO3 IYP and he did not authorize this service to be billed to his account.  He requested that this service be removed from his account for he will not be paying for something that was not mentioned or discussed between your representative and himself. This email was sent on 15 December 2020.  

We received the new invoice which is dated 13 December 2020 and it was noted that the service is still not removed from account **********83 (invoice reference 012C**********j).  This service will not be paid for as it was not authorized by Mr Tait as stated above.  (Ticket no : 195271)  

Mr Tait requests that this service be cancelled immediately for the R696.00 + 15%vat = R800.40 was not authorized to be billed and will not be paid.


Kind regards

Our office landline has been suspended twice already.  The first suspension was in March but was reconnected within a week.  It seems the product has been removed on the latest account we received but now the line has been suspended again for a second time for 2 weeks or more due to the penalties and interest that has been adding up on the account. Because of this we cannot phone customers back who has contacted us for assistance or receive any phone calls. An email was received on Monday the 21st of June 2021 from a representative from Trudon and in that email he states that he is sorry for the delay and that he will get back to us when he receives a response from their department that deals with this problem.

Is there anyone who can assist us in any way so that we can resolve this issue and start doing business again? We have lost approximately 2 months worth of income due to this problem.  If this problem persists, who is going to be held responsible for the further loss of income or for the business closing its doors?  Is there someone who can be held responsible for reimbur*****t for the loss of income?

Thank you
Ryan Tait

   