Billed for R699 on a R199 contract for data that I don't even know how much is it but I was told I used data for R499 when I asked them to quantify that they couldn't at the call centre when I talked to Palesa she just said Quintoin was supposed

Greetings In September I took a contract on Huawei P8 Lite for R199 getting 1GiG and I asked the sales agent Quinton Polman that is the data locked at 1GiG and he promised me that yes it is and when that data is finished then it will not go beyond that. Saturday the 25 November, I have received the sms about my account that I will be debited with R699 and R499 is for data that I have used. I phoned the call centre immediately and I talked to a call centre agent by the name of Palesa and she said Quinton Polman was supposed to make me aware of other details about this offer. I said anything about the offer is supposed to be written on the contract and not be verbally communicated. I have tried to get hols of Quinton Polman on Saturday he 25, November at ********** /01 but I still could not get hold of him then I sent an email but I didn't get any response. Yesterday I went to the Telkom Direct Stellenbosch to talk to Quinton about this but he was not working yesterday then I talked to an agent by the name of Malik and he logged a case about this situation. What I asked Malik and the call centre agent is, the other data that I'm entitled to use for whatsapp, bbm etc how are they differentiating from it and the other data that is R499 which I have to pay for while I'm not aware of and I don't even know how much is this data to show that I don't know this because it was never part of my contract. Could you please assist me on this because I don't have money to pay for something that was hidden from me, I was never made aware of this.

Yesterday, 28 November 2017 I went to Telkom store in Stellenbosch to make a follow-up on the case that was lodged by Malik on Sunday. I asked Quinton Polman about what he said that the data is locked it shall remain on 1GiG then he said I was supposed to do it myself, I asked how ? because I told him I want to pay R199. Until this hour no one from Telkom call centre has phoned me while I lodged the case on Sunday. Quinton Polman said it might take 2-3 weeks so by that time I will be debited again with R699.

Please see below the responses from Telkom Mob staff/ Management with Caroline claiming that this matter has been resolved, how was it resolved ? and when ? I don't even remember a single day a Telkom staff member calling me to resolve this although I opened a case no one made a follow-up.

Thanking you in advance.

Best regards

Miliswa

Official private business reply Thank you for making contact with us.

Please be assured that this matter has been escalated to the relevant department and feedback will follow. Your reference number is AI **********

We apologise for any inconvenience caused.

Kind regards Yazied

Hi miliswan, As per notes in your case your query has been resolved. We apologize for the incovinience caused. Regards Caroline Telkom Social Media Team.

Greetings

I don't understand this, Caroline from Telkom Mobile says this matter has been resolved. Madam how was it resolved ? by you chowing my R500 without explaining nor quantifying the data you claim that I used on out-of bundle data ? did you ever call me to resolve it ? who resolved it ? Since I came over to set up my speed limit to R0 at Telkom Stellenbosch branch on the 29 November 2017 with Quinton Polman he said the system does not allow him to do so but he can take it to R10. This morning at 05:26 am I have received an sms confirming that "Included Networks Data" bundle has been used up. After that sms immediately I received another message confirming that I am now accessing the internet at out-of-bundle data rates. What I would like to know since Quinton Polman did it after I phoned your call centre to do it and I also received the e-mail which is the one I forwarding to Quinton Polman this morning at ********** as the confirmation that it was reduced to R10, now what changed it ? why am I still accessing out-of-bundle data although I did the settings twice by a call to the call centre and also by you. Could you please rectify this and make sure it is corrected because I will hold you liable for any additional costs I will pay because I came to you due to the abnormal R500 you charged me for the data I was not even aware of and for the data you could not even provide me with a break-down of how many gigabytes or megabytes it was because you could not quantify the data I used but I paid R500 for that. I'm avoiding that hence I'm asking you to fix this ASAP.

Regards

Miliswa