Cellphone Contract

I have an active cellphone contract with Telkom, unfortunately around the 16th of June 2026 I lost the phone I was using. I made it a priority that I should visit the store the next day so that I can have an idea on what further measures should be taken. I went to the store, got helped but the tricky part is that the contract is under my deceased grandfather's name and they asked that I should bring supporting documents in order for them to start the Change Of Ownership process to the names of the surviving Next Of Kin. I was helped by a male salesperson who assured me that everything will be done within 21 days of submitting the required documents. After 21 days, there was no feedback whatsoever. I gave them a bit of time around 2 to 3 weeks. A month went by, without any response on how the process is going, after a week I returned back to the store hoping to receive feedback, upon my arrival. I was told that the salesperson was on sick leave and I should wait for him to return back to work as I will not be able to be assisted as he was the one who started the process. I returned back after a week and was told that the salesperson is no longer working there and I need to re-submit the supporting documents again. I did that upon request, Change Of Ownership was done a week later and they told me that they are waiting for the Insurance to be moved to their side. It is now 3 weeks without any feedback whatsoever and it is going to 3 months now with me having an active account but with no cellphone whatsoever. I am very unsatisfied with the service I have been receiving from Telkom.