26 Months of Misery

Dear Telkom, Your service is pathetic. I have a contract which was taken out in August of 2015, and from day 1 up until now it has been endless problems it is now past 24 months and yet I still can't get away from you because you won't even process my application to close the contract!! In August of 2015 I signed for a Huawei Mate 7 on Smartplan 100 @ R349 per month. This was signed in the Liberty Midlands Mall branch of Telkom Mobile. I received my pro rata bundles and thought it was going to be fine. During the second month, I realised that I was only receiving a Smartplan 50 package but being billed R349. After numerous attempts to rectify this with several case numbers, all of which were supposedly escalated and after many false promises that I would receive a call, I finally managed to get moved to the correct package of Smartplan 100 in October 2016. These attempts to fix my contract were made both in store and using 180. Yet no one seemed to have the proper authority to handle my problem and I was juggled between the two many times. Why this took Telkom 14 months to fix is another mystery. I now face another problem. As it stands August of 2017 marks 24 months for my contract so I should be able to close my contract and move to prepaid. However this is not the case, as it turns out that when Telkom migrated me to Smartplan 100, they restarted my entire contract. So in October 2017 my contract is only reflected as being 12 months old instead of 26 months. I called 180 and spoke to several more people who said they would help, but never did. I phoned into the call centre and asked to speak to the supervisor on duty. He was informative and told me that he has dealt with cases like mine and that it can be resolved. He instructed me to go in store and submit a cancellation form stating my problem and that all cancellation fees should be waived as the problem was not my fault. I followed all his instructions and did exactly this. I have not received any calls from Telkom regarding my cancellation. And yet when I phoned in today to check the status of my cancellation I found that my case had been closed by ********** with no apparent reason as to why. This angers me because I am now stuck with a contract I do not want, I have a phone that is 26 months old and yet I am still being charged a device fee! I did not receive a new device when they migrated the contract so why is the device fee still being levied? Case number: ********** 6 Affected Number: ********** 389 Which has supposedly been escalated. But is now closed as mentioned above.