Lack of customer service from Sell direct

The marketing company that Telkom uses (Sell direct) is deceiving customers saying they are due for an upgrade any to find out that an additional contract is being sold. Portia Calata has no customer service yet she is their supervisor. I have suffered emotional distress and spent airtime to call them in order for them to fix their mistakes. I have brought it to their attention but not positive responce to date

From: "***" <***> To: "portia calata" <***>, "celelp" <***> Sent: Wednesday, March 3, 2021 12:45:50 PM Subject: Upgrade changed into New contract Sell direct

Good day Ms. Portia Calata.

I'm wring this mail as a dissatisfied and distressed customer.

I received a call on 16 February at 11:37am 2021 from Christel Lottering and she advised that I qualify for an upgrade and the phone on offer is a P40 lite for R295 pm ( 24 months contract).

I accepted the upgrade because it will be cheaper than what I am currently paying. I told her that I want a black phone and she advised that black is the common colour that you have in stock but I should first check the box at delivery to see if it is the colour I want.

I received a delivery on 19 February 2021 and after checking the phone sticker on the box I saw that it was not what I ordered. I immediately called your offices on *** and spoke to Yasmeen and she advised ,me the collection of the device will be the following week.

On the 24th February 2021 I called sell direct to confirm why the collection has not taken place as yet. I spoke to Ashleen who said the collection can only be confirmed by Yasmeen and she is currently not answering her line thus I cannot be transferred to her. Ashleen said she will ask Yasmeen to call me back and advised me that this was not an upgrade but a new contract. I then realised that sell direct are ****** so I told Ashleen that I want to cancel the agreement with immediate effect. She confirmed that can only be done if the device box is still sealed and I told her that the box is in tact I have not opened it at all.

I called again later that day to speak to Yasmeen and did get hold of her she said she will follow up with Courier IT on why to collection has not happened and will revert to me. On the 26 February I called sell direct and spoke to Zandi and she said only Yasmeen can help me, I asked to speak to the manager as I tired of calling daily Zandi told me that is not possible she will ask Yasmeen to call me back as she is currently on lunch.

I called again on 1 March and got through to Alisha who said Yasmeen is the only one that can help me. She said there is no answer on her line thus she cannot transfer me but will asked her to call me urgently.

I called again later that day and spoke to Zandi who said, she did pass the message to Yasmeen and does not not know why she has not called me back. I asked for the manager and she said she cannot transfer me to the manager she will try and get hold of Yasmeen and ask her to call he urgently. Zandi said she will call me back in 30min to see if Yasmeen called but to date not call back. This was very frustrating for me as I called with my airtime but no help and this made me question the credibility of Sell direct.

I called again on 2 March and spoke to Alimah she said the same story, Yasmeena is not available and I cannot transfer you to the manager but I will ask Yasmeen to give you a call.

Today I called again and spoke to Hamiah who said only Yasmeen can help me and she is not available on the line. I asked to speak to the manager and was persistent that I will not drop the call until I get help today and suddenly Yasmen was available to talk to me. Yasmeen said she does not know why the courier has not collected the device and confirmed she did received my call back messages for her colleagues.

I asked her to call the courier company while I hold to find out why the collection has not happed she said she will escalate the matter to the courier company. I asked her how will I know that she has done that she said there is no way. I asked her for the courier details so I can call myself and I have seen her incompetence.

Portia I have spent so much money calling you company and now I have had to call the courier company. How is this organization being run. Is Telkom aware that they are being represented by sell direct in such a manner

I need my airtime I have used to call sell direct countless time with no help to be reimbursed and I have had to call the courier company too. The emotional distress I have suffered at the hands of sell direct must be considered too.

I await your urgent response bearing in mind that the service of sell direct via telecom is uphauling.

Regards Prudence Magagula ***

From: "Ashlene September" <***> To: "prooek" <***> Sent: Wednesday, March 17, 2021 4:45:01 PM Subject: ***

Good afternoon Ms Khumalo

We have cancelled your order for the p40 lite as it has not been activated so there will be no charge for that contract.

We also do not refund clients for following up on a query.

We have instead waived the collection and the agent has been issued with a written warning.

If you wish to cancel any of your other active contracts please contact Telkom mobile and request cancellation..

Regards,

Ashlene September Sales Support - Salvage Selldirect Marketing (Pty) Ltd Sales Support: *** Fax number: *** E-mail ***