Bad service

Good Day Telkom/Sell Direct

Approximately Five weeks ago I upgraded my cell phone contract through the upgrades department, also known as Sell direct. The agent called me a couple of times before I agreed to upgrade as I was due for an upgrade since January this year. My husband and I thought that it is time for an upgrade and since the deal was great why not go ahead an upgrade. I received my phone and sim cards through a delivery with 7 days. I thought wow,the delivery was fast. The day I received my phone Telkom/Sell direct calls me to activate my sim cards and I was unable to speak. The next day the same lady called and activated the sims. The package was still closed,only on the 3rd day since I've received the phone, I decided to read the terms and conditions as instructed and then went ahead opening the packages. After putting in the sims cards, I check the sims cards contact numbers to see which is sim 1 and which is sim 2. I realize that both contact numbers are different. I then called Sell direct on the number provided on the terms and conditions. I speak to a consultant Tasneem and she informed me that it was a new contract that was given to me and not a upgrade. I told her that I constantly asked the sales consultant if It was an upgrade that his calling me for or a new contract and he said an upgrade. Tasneem then advised me to put back everything into the box as they would need to do a investigation by listening to the sales consultant calls to confirm that I requested an upgrade and not a new contract. I was informed that Sell direct would call me to let me know the way forward and they did not call me. I waited a day or two and still no call from Sell direct. I call Sell direct to find out what's happening and why have i not received any call as yet,i spoke you Ameria and she said that she will call me back. She call me back within a hour again and she confirmed that they have listened to the calls and I have asked for an upgrade. She advised me what was going to happen,that they would either need to collect the phone from me or they would need to put the new contract onto the number I wanted to upgrade. I wanted an upgrade and I asked if they could rather put my current number onto the new contract and change it to an upgrade. She said that I would need to wait for the changes to happen as it will take up to 7days. She then advised me that once the new contract number has changed to my current number that she would notify me. I asked that she calls me on the 7th day and she agreed to. Last week Thursday I expected a call but no call. I call the next day and spoke to a guy Randall. He was so quick on the phone with me and said that I should wait until they call me. This week Wednesday, I decided to go into a Telkom store and one of the consultants assisted me informed me that the new contract is now linked to my current contact number awhile as the new contracts contact number. I was like,1 devise has two contact numbers. That's not how it should be and I am not liable to pay for the new contract and the upgrade. She then informed me that she will log a case in order for me query to be fixed. She told me that Telkom with contact me within 48hrs. Later that day I decided to call Sell direct to speak about the fact that the phone has two contact numbers,I spoke to Tasneem and she was so useless as she said that I should have returned the device long time and the sales consultant that dealt with me is liable to pay for the mess I am in. I couldn't believe what she was saying,I just told her that you of you use because that's not what the other consultants were telling me.

I received my monthly statement and guess what I am being charged for the new contract and my old contract. What the hell do Telkom/ Sell direct think they are doing? I call into Telkom's call center and the agent were not helpful. The lady explained that I am being charged because the one contract is new and the other needs and upgrade. I explain to her what's happening but she couldn't advised me on anything other than telling me to call Sell direct.

At this stage I am so unhappy with the service Telkom/Sell direct has given me. I am doing the run around for something they messed up and plus I am being charged for something I did not agree on.

I requested an upgrade service through Sell direct Telkom. Sell direct is an EXTREMELY poor representation of Telkom. If Sell Direct is representing (“on behalf of Telkom”) then they need to do something with regards to their customer service and telephone s****s. There consultants needs to know how to deal with every customer query.

How do I get my query resolved,if none of the consultants can assist me. I am not willing to pay for contracts that I did not agree on. After all 1 device has both the new and old number to it.

I need assistance as soon as possible,I will refuse to pay.

This is bad service from both Telkom and Sell direct.