Bad Customer Service

I took a cellphone contract with Telkom and never took insurance, that phone got lost and when I only had 6 more months to pay. I went into the Telkom in Mall of Africa and was assisted by Tumi to get another contract phone and He suggested I take an insurance with it, which I signed for and walked out with a brand new phone. He did say that I will unfortunately have to still pay for the lost one and I agreed.

Few months after my new phone had a cracked screen, I went into a Telkom store and they said I should call the insurance which I did, but they said I didn't have a policy with them. I drove to Mall of Africa and spoke again to Tumi. He checked and found I didn't have an insurance, apparently he never activated it but I had a document of the new phone which cleared stated that I took the insurance with the phone. He acknowledged his mistake and apologized. But quickly activated the insurance for it to kick in immediately.

I walked out of the store with my cracked screen phone and went to Melrose Arch Huawei repair center and paid R699 to replace my screen. I didn't plan to use such money but needed a phone for business ( I had no choice)

Now my account has always been debited R355 for the past 5 months and yesterday I was surprised to be debited R 702. I drove to mall of Africa again today and the store said they don't deal with billing I need to ask head office to me back and they did.

At this point I am angry and the consultant from the call center was very rude to me through out the conversation. She bluntly put it that Telkom was not charging me for the insurance for the past 6 months and now they have added it all up and included it in my monthly bill.

Now while she was explaining that Telkom was paying the insurance all along but they never charged me in the mean time. I couldn't believe her story asked she gets her superior to resolve this issue. Suddenly she dropped the phone at 9h29 even now at 11h57 no one had tried to reach me again.

I am very disappointed in the level of customer service that I have been receiving and today really got me angry. Telkom does care about it's customers and I believe their stuff is not willing to help customers. Bad service at it's best.