Exceptionally Bad service from National Telecoms portraying themselves as Telkom employees

Item: National Telecoms
Rating: 1
Author: Jacoline S

We have been battling with National Telecoms for months now, their details are: National Telcoms (Pty) Ltd Unit D76 Platinum Junction Park, Milnerton, Cape Town 7441. Telephone number: 021 ********** . We adresses the problems we have experienced by phone at first, and then per e-mail. Here is the e-mail sent on 17 Nov. 2016: RE: Unsatisfactory resolution of Complaints by National Telcoms and request to Remove PABX system and restore old installation. As discussed both telephonically and by e-mail during the past 3 weeks, our problems and complaints have not been addressed by National Telcoms. Pascal, who initially contacted us and came to my rooms to market and sell the PABX system to us, failed to resolve any of our concerns. We were referred to your head office and his supervisor and your contact number provided for further correspondence and resolution of problems, which also did not happen up to today. You, Pascal as well as his supervisor keeps making promises and it is not being kept. In fact, our calls and messages are not even returned by your company. Every time we phone, Roxanne answers and tell us “nobody is in the office. She will follow up and get them to phone back”. This never happens. Even after asking for a direct number for her manager, Roxanne said it may not be given out and that he will return my call – I am still waiting. Our problems are as follows: We are being charged more than the amount that was initially agreed upon (R1100.00) After asking for a copy of the contract on numerous occasions, you failed to provide us with either a hard copy or electronic copy of the contract till date. I am being told that it is a system and that we will eventually get a copy, however our bank account could be debited without delay and waiting for the system. The technician had to return to our offices on 3 occasions to complete the installation neatly and to return office equipment to the places they were initially set up in. I had to put up a fight to get an invoice for the amount that was debited from our bank account at the end of October 2016 – the invoice eventually supp**** does not specify what we are being charged for or the applicable period and only then were we informed of a document fee, that National Telcoms will supposedly refund us for (R500.00 plus 14% VAT). We did supply an invoice to you as requested. The cell phone contracts that were supposed to be renewed and upgraded as part of the service promised to us by both Pascal and his supervisor, and included in the amount quoted (R1100-00) was not renewed and upgraded. We did not receive new cell phones and the contract was not renewed at all. Promises of e-mail and phone calls in this regard were made on numerous occasions, but nothing transpired. I spoke to both Pascal and his supervisor as well as head office about this on numerous occasions, I sent SMS’s and e-mails – initially I was promised it will not complicate matters, that it will be sorted out, that it will not affect the amount I pay and it will be resolved. Nothing has been done from your side. We are still receiving an account from Telkom for the same period and costs as before. Pascal promised us a saving of R200.00 compared to our previous Telkom accounts. Now we are in fact paying R1583.08 (Telkom bill for subscription services dated 6/11/2016 and R1170.40 (interim rental fee to Centrafin for period not specified on invoice but dated 28 October 2016). Furthermore we also have to pay an amount in excess of R230.00 per month for insurance of the system – therefore instead of saving R200.00 promised by Pascal, our monthly costs have now increased this month to R2983.48, an increase of nearly 100%. I find this lack of basic professionalism, not delivering on promises made, misrepresentation of facts and general distortion of facts and promises made totally unacceptable. I will not tolerate this any longer. I have made every effort from my part to clear up this mess, I have phoned 12 times and sent numerous e-mails, all of which are being ignored. Herewith I formally request National Telcoms to remove the system installed by their technician in October 2016 and reinstate our lines and previous equipment in the condition found before installation. I will also not honour your contract and will make no further payment towards Centrafin or National Telcoms. I am awaiting a formal response in this regard and will take further steps should I not receive a response from your offices by 21 November 2016 at 12:00 since my rights as a consumer are not being honoured by your company as included in the Consumer Protection Act. Awaiting your response. The manager nor employees did not react at all. I phoned and inquired again and again and sent yet another e-mail to Bevan, the owner/manager who just do not bother to follow-up: E-mail sent on 22 Nov 2016: Good afternoon Roxanne With regards to my phone call to you this afternoon 22 November 2016 at 14:40. I still have not received any feedback whatsoever regarding my queries sent to you by e-mail as well as discussed telephonically. I keep getting the same remark form you: “The manager is not in the office. He will phone me back”. I am still waiting for the manager’s calls promised at numerous occasions. You said you will contact your manager and get back to me this afternoon – I am expecting your call. Should I not get positive feedback, I will contact a lawyer and move forward to recover the money from National Telcoms to satisfy the claim from Centrafin. Awaiting your urgent feedback. I got hold of Bevan's cellphone number through another company and phoned him directly. He said that he will look into it and phone me back before the company closes in December 2016. It is February 2017, and I am still waiting for his reaction. And to top it all, now our swithcboard is not even working properly. It was report two days ago already, and the company does not even bother to return our call and tell us when a technician will come to repair it. Really pathetic service. Please: do not do business with this company, and save yourself a lot of problems.

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