APPALLING SERVICE.

I am in disbelief that a service provider like Telkom has failed dismally to respond to an issue I have for close to two months.

I have an issue here which hasn't been resolved nor attempts done by Telkom to assist or give advise with the dilemma that is costing me financial distress. On the 26th of June I visited the Telkom store at the Rosebank mall. I wanted to send my contract phone for in repairs due to a cracked screen ( device which is still insured). I was due for an upgrade on the 28th of June, this particular gentleman asked what kind of phone we were looking for to upgrade and I said my budget would be around the same amount I was currently paying which was R443 and he said the was nothing around that amount with good camera quality.

Initially I wanted Huawei Nova 10SE or Honor X9A. He said the store did not have those phones and advised we take Honor X7b. Which he assured me that come the 15th of July Telkom will deduct R544 from my account which I did approve with my banking app since I also changed my banking details.

I did make him aware that financially I am strained,to my surprise my statement came through with a different amount which was shocking to me because I did not sign up for that amount. Furthermore,the consultant has failed to advise me not to upgrade before the actual date as this will affect my upgrade and I will charged double the amount as it will be considered an early upgrade. As if that was not worse,he also failed to make me aware that I had to cancel the other insurance on the phone that's currently in repairs, now I'm being charged for two insurances.

Had I gotten the information prior I would not have upgraded 2-3 days before the initial upgrade. What is the way forward since this amount I cannot afford to pay and is not my fault that I was not given full information? I have on numerous times tried calling 081 180 customer care that is just pointless as they not pick up.

Sad part no one from telkom has bothered to contact regarding this issue. Please advise on a way forward as this incompetence is costly for me.