42 Days later - still no solution

My name is Ken Everett - I have been a (paid up) Telkom customer for over 30 years.

I moved to Port Elizabeth in Sep 2014 and had to give up my ADSL package due to 'lack of Telkom infrastructure'. This situation still exits 3 years and over 1000 residents later!

After 3 years of being stuck on Telkom's FLLA package with only 10 + 10 Gb of data, I received a call from a Telkom consultant (Waldo on ********** - Sep 11th 2017) to advise me that I can get an upgrade to 30 + 30 Gb per month. All I had to do was bring the necessary documents to the Greenacres branch of Telkom with R150.

An hour later I arrived with said documents and money, only to be informed that no such deal existed!

The following day my wife went to the Walmer Park branch where a senior consultant (Celeste Barker) was extremely helpful! She offered to upgrade me to a new 'Double Data' deal which would soon be available according me 20 + 20 Gb for R349.

I duly signed for this contract on Sep 13th 2017 and was told that the new contract would be activated within a week.

I received an SMS from Telkom on the Sep 16th which read:

Dear Customer, welcome and thank you for making Telkom the network of your choice. Your data package on ********** 626 is SmartBroadband Wireless 10GB Deal

I duly started using the new router and data on about Sep 20th - but I noticed that I did not have my full allocation of data (only pro-rata) and that the 'Double-Data' component was not active.

When the end of September came, I had no data on my FLLA device and very little data on my new contract

I went to Telkom Direct in Walmer Park to query why I had not received my additional (double) data and was informed by a consultant that 'many customers were experiencing the same problem' and that they would ‘escalate’ my issue.

A week later I went back and Celeste told me should would personally escalate the matter to Pretoria and phone to advise when it was sorted out.

She phoned on Oct 13th (case number ********** 0) to say the matter would definitely be resolved by Monday 16th.

I went back to Telkom Direct at Walmer Park on October 17th because I still had no data. I was told it was being sorted out.

I went back on Friday 20th October and was told by a consultant to phone Pretoria. I then asked to speak to the Supervisor. An hour later a lady emerged from her office. This lady took my details and went and spoke to someone on the phone. She gave me her full assurance that the data would be available by Monday 23rd and that she would call to confirm.

By 15:00 pm on Monday 23rd I had still not heard from the Telkom Supervisor.

I went back to the Telkom office and spoke to Celeste. She took the previous escalation documents through to the Supervisor’s office and attempted to the get the matter resolved. She told me to check when I got home if the data has been added.

She then also informed me that there was a R1500 penalty but that I would not be charged for this!!!

Today is October 25th 2017.

A new case ( ********** 0) was opened at 11:40 am to try and get this matter resolved.

42 days have transpired since I signed up for this Telkom contract and to date I have still not received my contractual data.

I have had to pay over R300 for additional data out of my own pocket!

According to the Consumer Protection Act it is clear that Telkom is at fault and in breach of contract.

I have been debited R349 for 40 Gb of data but have only received 20 Gb

I hereby demand that Telkom IMMEDIATELY:

a) Cancel the contract which was signed for on September 13th 2017 (as this does not work!)

b) Assign me the October Deal of the Month ( 20 Gb + 20 Gb) for R 269

c) That I incur NO ADDITIONAL COSTS due to Telkom’s incompetence and failure to meet contractual obligations

I expect to hear from a earliest Telkom representative who is able to effect this at their earliest convenience.

Ken Everett

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