Cntract cancellation

Item: Telkom
Rating: 1
Author: Naseema K

Hello Peter, I was extremely disappointed in the way a cancellation of contract was handled by Telkom. After handing in my the 30 days notice at Telkom, The Glen, my cancellation of contract was placed on hold because a sales consultant by the name of Bongumusa called to offer me a new data contract, I told him he must email me the details I will have a look at it and advise further. Instead of doing what we agreed, he sent me an email below confirming he migrated me to a new contract. His actions was deceiful and unproffesional and the agreement between the two was broken and I did not tell him to do that, I was furious and asked him for his managers details to report his actions, instead he apologised and advised he did nothing and did not give me his managers details, but I found out later he actually put my cancellation on hold, continued to bill me for data as per my cancelled contract. Why should I pay Telkom for data charges after I cancelled a contract? I did not at any stage ask them to place my contact on hold, that was their decision to do so. I am now required to pay R501 for data which my son may used after the contract was cancelled. It is my understanding that after 30 days he was not supposed to receive data. Even when I escalated this matter to management at Telkom, I was told I am still required to pay for this and as my last email below was not even answered by management. Telkom certainly does not have consultants and management that are FAIS compliant or have done the RE exams, otherwise they would have known that trealy a customer fairly is of most importance and my rights as a consumer have not been adhered to. Since then I have even been listedon ITC with a bad debt written off and Nu Debt continues to debit my account even after the debt was written off. I am being forced to pay for an extention of contract that I did not agree to. See below all the emails between myself and Telkom. From: Naseema Khan Sent: 25 July 2016 08:48 To: 'Bheki Ndlovu (BS)' ********** /> Cc: Thulani Mokoena (TM) ********** Yandisa Hlati (Y) ********** /> Subject: RE: ********** 6 Good day Bheki, Please explain to me why was my cancellation of this contract put on hold. Which part did Bongumusa advise me that if I do not take the data contract that he offered me will this contract be put on a month to month contract. Please also explain after my conversation with him, why did he confirm via email he successfully migrated me. From the email below, can someone at Telkom please explain to me I am confirming that that he must put my cancellation on hold, and why was he not forthcoming with Thulani’s details, even when I got subsequent accounts I requested Thulani’s details, still no details forthcoming, it is only when I told him I will complain on hello peter, then he got Thulani involved. I will be putting my experience with Telkom on Hello Peter and reporting this to the Financial services board. Good day, I DID NOT confirm that you can go ahead, as per our conversation I clearly told you that I will let you know tomorrow if you can do so. Your attitude is ********* and unprofessional, please provide me with your managers contact details. Naseema Sent from my BlackBerry 10 smartphone. From: Bongumusa Si***ane (BR) Sent: Thursday 17 March 2016 15:26 To: ********** Subject: ********** 6 Good Day Please note that I have successfully migrated you to the smart internet 2.5 / 7.5 GB night surfer Order ********** 61A was successfully submitted Please be advised that this is a month to month offer for R99.00 You will receive 2.5 GB of data all network 7.5GB Telkom data Additional 1GB for free 6/M I trust you find this in order Thank you From: Bheki Ndlovu (BS) ********** Sent: 25 July 2016 08:34 To: Naseema Khan ********** /> Cc: Thulani Mokoena (TM) ********** Yandisa Hlati (Y) ********** /> Subject: RE: ********** 6 Good day Naseema, Apologies for the delayed response. As promised following our telephonic discussions that the matter will be investigated. We have indeed looked at this matter and reviewed the call recordings together with all the related communications. The conclusion is as follows, There is a different pricing structure which applies to a contract than on a month to month data. When a contract is not renewed after the end of the period, the plan default on a month to month wherein usage is charged on out of contract price. In this instance, following your communication with Bongmusa about the renewal of your contract where you requested further details and promised to revert. Your account was only allocated data on month to month, as indicated above. I did respond: I DID NOT confirm that you can go ahead, as per our conversation I clearly told you that I will let you know tomorrow if you can do so. Your attitude is ********* and unprofessional, please provide me with your managers contact details. Regrettably, a communication advising that a contract had been renewed was sent to you in error as your contract was never renewed instead it continued on month to month. Subsequently, you advised that you were not intending to renew this contract and accordingly the usage was stopped and totally cancelled. However, only charges relating to the data consumed were levied. I would like to reiterate that your contract was never renewed and the outstanding charge was only for the data consumed in the process. The fact remains, had the data not consumed we would have been able to recover it and thus credit your account accordingly. In this instance, the usage on the account did take place and as such payment for the transaction is therefore due. It would be appreciated if arrangement for payment can be made soonest to stop the collection process and adverse negative credit record. Hope you will find the above in order and as such brings this issue to conclusion. Kind regards Bheki From: Naseema Khan ********** Sent: 21 July 2016 11:53 AM To: Bheki Ndlovu (BS) Subject: RE: ********** 6 Good day Bheki, I still await your feedback. The last time we spoke you said you will speak to Thulani’s manager and refer back to me. Please advise. Kind regards Naseema Khan Recoveries Advisor Brolink (Pty) Ltd TEL +27 87 ********** ADDRESS Westend Office Park, 254 Hall Street, Centurion, 0157 PO Box 9346, Centurion, 0046 From: Naseema Khan Sent: 28 June 2016 15:42 To: 'Thulani Mokoena (TM)' ********** 'Bheki Ndlovu (BS)' ********** /> Subject: FW: ********** 6 Good day Thulani, I reversed those charges because I did not have a contract in place with Telkom from the 02/04/2016. I am now required to pay for a cancellation that was put on hold by Bongumusa, your sales consultant and only cancelled in the May. As far as I am concerned, my contract came to an end on 01/04/2016. Thereafter I am not liable for any fees, as for the statements that are attached, it indicates different amounts every month, my old contract was capped at R297 a month. You advised me that although I had no contract in place with Telkom I am still liable for usage. The tablet broke into pieces on 13/4/2014 and it was sent to our insurance company without the sim card thereafter, the device was considered not repairable and the claim was paid, our insurance company can confirm this. I threw the sim card into the bin, but if you still feel I am liable for usage then please send me an account for USAGE ONLY. I am not prepared to pay for Bongumusa’s ********* and unprofessional behaviour for monthly contract charges. Kind regards Naseema Khan Recoveries Advisor Brolink (Pty) Ltd TEL +27 87 ********** ADDRESS Westend Office Park, 254 Hall Street, Centurion, 0157 PO Box 9346, Centurion, 0046 From: Thulani Mokoena (TM) ********** Sent: 28 June 2016 13:12 To: Naseema Khan ********** /> Subject: RE: ********** 6 Good day Please receive your statements as per request, and the breakdown of it. Those in red wrrtien back out it’s shows those amounnts cameback unpaid. From: Naseema Khan ********** Sent: Tuesday, June 28, 2016 12:00 PM To: Thulani Mokoena (TM) Subject: RE: ********** 6 Good day Thulani, Please contact me on ********** . Kind regards Naseema Khan Recoveries Advisor Brolink (Pty) Ltd TEL +27 87 ********** ADDRESS Westend Office Park, 254 Hall Street, Centurion, 0157 PO Box 9346, Centurion, 0046 From: Thulani Mokoena (TM) ********** Sent: 28 June 2016 11:56 To: Naseema Khan ********** Bheki Ndlovu (BS) ********** /> Subject: RE: ********** 6 Good day Please provide me with a number I can contact you on. Regards From: Naseema Khan ********** Sent: Tuesday, June 28, 2016 10:08 AM To: Bheki Ndlovu (BS) Cc: Thulani Mokoena (TM) Subject: RE: ********** 6 Good day Bheki, Please find herewith a copy of the cancellation document that I filled out at the Glen Store in Glenvista. If there is an amount outstanding up to the 01/04/2016, I am willing to pay for this, provided I receive a statement of account from Telkom. Any amounts that I am being currently charged for in the following months should be reversed as I did not request for the contract to be extended or renewed. Your assistance to bring this matter to closure is appreciated, at least Bheki you are the only employee at Telkom that is willing to assist me to resolve this unjust issue. It is really stressful to me that I am blacklisted, I work in the financial services industry and know all about treating the customer fairly and clearly in this instance I was not. Kind regards Naseema Khan Recoveries Advisor Brolink (Pty) Ltd TEL +27 87 ********** ADDRESS Westend Office Park, 254 Hall Street, Centurion, 0157 PO Box 9346, Centurion, 0046 From: Bheki Ndlovu (BS) ********** Sent: 28 June 2016 09:40 To: Naseema Khan ********** /> Cc: Thulani Mokoena (TM) ********** /> Subject: RE: ********** 6 Good day Naseema, Firstly, I would like to extend our sincere apology for the manner in which this issue was handled and the frustration you have endured in the process. I will investigate the matter at hand and advise. Will you be so kind as to send me the documentation for cancellation of the contract which you referred to below? Once again apologies for the late response. Kind regards Bheki Ndlovu Senior Specialist Churn and Retention Management Customer Value Management Consumer and Small Business ********** ********** ********** From: Naseema Khan ********** Sent: 27 June 2016 02:40 PM To: Bheki Ndlovu (BS) Subject: FW: ********** 6 Good day Bheki, Please see my emails below. I went to the Glen Telkom store on Saturday and was told that you can assist me to resolve my query below. Had I agreed to the contract I would have gladly paid for the renewal but I did not confirm with any sales consultant that I want my old contract renewed, this was done without my consent and knowledge and therefore I am not liable for any renewal contract payments. I also want confirmation that I have been removed from ITC by Telkom, I certainly should not be expected to pay for a contract that I did not ask for. Kind regards Naseema Khan Recoveries Advisor Brolink (Pty) Ltd TEL +27 87 ********** ADDRESS Westend Office Park, 254 Hall Street, Centurion, 0157 PO Box 9346, Centurion, 0046 From: Naseema Khan Sent: 23 June 2016 08:34 To: 'Thulani Mokoena (TM)' ********** /> Subject: RE: ********** 6 Good day Thulani, I am certainly not a Mr I am Mrs Naseema Khan How can all be well? I have been listed on ITC because of Bongumus ********** activities. This is so stress to me because I was so looking to purchasing a new vehicle and now I cannot because Telkom has listed me on ITC , I will not be able to get finance at any financial institution. I did not know my fate of my financial status would depend on a Telkom sales consultant, had Telkom even advised me that when I go into a Telkom Store and give written notice for cancellation, that Bongumusa can still over ride my decision and not cancel my contract and do a renewal when I clearly told him not to do so as per the email below. Take the time to read the emails below. He called me on Thursday 17 March 2016 in the afternoon ********** offered me a renewal, a little while later he sent me confirmation via email that he migrated me. I responded shortly thereafter. See my response in green, in which part of that email am I agreeing to the renewal, when I asked for your details he sent me an apology and confirms nothing has been done. He highlighted his response in Yellow below, confirming that he did nothing, but that was untrue as he migrated me anyways. I DID NOT confirm that you can go ahead, as per our conversation I clearly told you that I will let you know tomorrow if you can do so. Your attitude is ********* and unprofessional, please provide me with your managers contact details. In which part of the above email am I agreeing to a renewal contract. When I went to various Telkom stores, all of the consultants have agreed with me that Bongumusa behaviour is ********* and that he went ahead and renewed the contract without my permission, so therefore I am not liable for any accounts due to Telkom after 01/04/2015. This is when the 30 day cancellation notice was effective. I went to The Glen Telkom store on 01/03/2016 and gave in written notice to cancel my contract. If Telkom wants to still hold me liable, then I want written proof or a recorded conversation that I am agreeing to a renewal contract. I trust that you find the above in order. Naseema Khan From: Thulani Mokoena (TM) ********** Sent: 22 June 2016 16:59 To: Naseema Khan ********** /> Subject: RE: ********** 6 Good day Mr Naseema Hope all is well, Please assist me with the below information. Do you have specific dates you were contacted, and on which number where you contacted on. Regards From: Naseema Khan ********** Sent: Tuesday, June 21, 2016 12:28 PM To: Bongumusa Si***ane (BR) Cc: Thulani Mokoena (TM) Subject: RE: ********** 6 Thulani, I need you to contact me urgently, I want to speak to you as most of the information in Bongumusa’s reply to me is false. Your calls are recorded, I suggest you listen to the call he made to me before you call me. As you can see from the emails below I have requested your contact details before twice and he did not bother to reply to the emails, I requested for it on the day he sent me confirmation of the renewal and when I continued to receive Telkom accounts. If he had nothing to hide then why was he not forthcoming with this information. Why must I pay for services that I never wanted or agreed to, so yes I reversed the Telkom charges. I would not be in the situation I am in today. Up until today I have always has a clear and good financial record, but today I was advised I am listed on ITC by Telkom. Sadly Telkom did not even cancel my contract when I gave them written instructions to do so, I have proof of the cancelation and I never told Bongumusa to renew my old contract or not to cancel it. I was upset that he went ahead and sent me confirmation of the renewal when I told him I will think about it. I have been to the Southgate, the Glen and Eastgate Telkom stores seeking assistance from Telkom to cancel this data contract that I never agree to. His actions was dishonest and I intend to take this matter further up with the Financial Services Board. For the issue as to who is using the sim card I do not know because I do not have the device or the sim card in my possession. I have need even received a statement from Telkom. Bongumusa you have given Telkom a bad name as it is people like you that think that they can get away with whatever they want, just for a sale. You should certainly be not working in the financial services industry!!! Naseema Khan Recoveries Advisor Brolink (Pty) Ltd TEL +27 87 ********** ADDRESS Westend Office Park, 254 Hall Street, Centurion, 0157 PO Box 9346, Centurion, 0046 From: Bongumusa Si***ane (BR) ********** Sent: 21 June 2016 11:56 To: Naseema Khan ********** /> Cc: Thulani Mokoena (TM) ********** /> Subject: RE: ********** 6 Good Day I have copied my manager on the email ********** Regards Musa From: Naseema Khan ********** Sent: Tuesday, June 21, 2016 11:30 AM To: Bongumusa Si***ane (BR) Subject: RE: ********** 6 Good day Bongumusa, Please send me your managers contact details asap. Kind regards Naseema Khan Recoveries Advisor Brolink (Pty) Ltd TEL +27 87 ********** ADDRESS Westend Office Park, 254 Hall Street, Centurion, 0157 PO Box 9346, Centurion, 0046 From: Bongumusa Si***ane (BR) ********** Sent: 21 June 2016 11:24 To: Naseema Khan ********** /> Subject: RE: ********** 6 Good Day Your contract was cancelled but not by me but by another user and it was cancelled in May and I never gave you a new contract. Our last telephonic conversation, you I offered a renewal on a month to month, you then requested that I send you an email of what I’m offering you then you will advise otherwise if you want to take the offer or will cancel ( please see email highlighted in yellow). Since then you never emailed me back to confirm if I should renew or cancel, however you kept using the services and reversed the payments. The reason your account was handed over it is because you kept using the services without paying and therefore I cannot escalate credits because you used the services and even after I contacted you via email you never advised that you do not want the renewal offer and therefore I should cancel. If the was not activity and usage on your account I would requests credits but you kept using the services hence you were billed Regards Musa From: Naseema Khan ********** Sent: Tuesday, June 21, 2016 10:55 AM To: Bongumusa Si***ane (BR) Subject: FW: ********** 6 Good day Bongumusa, I am have been contacted by debt collectors that I have been handed over by Telkom. As per your previous emails I need you to confirm that you have cancelled this contract. Furthermore, there will be no debits orders done from my bank account as I NEVER gave you permission to take out any contract. If I do not get any confirmation by the close of business today I will lay a complaint on HELLO PETER and other social media sites. I will also send these emails to senior management at Telkom to advise them that this is the manner in which you conduct business, the ********* and ********** manner. This goes against the National Credit Act and I am also going to lay a formal complaint with the National Credit Regulator against you and Telkom. My credit records have been affected by your bad behaviour. You even failed to give me the details of your manager. I await your urgent response. Naseema Khan Recoveries Advisor Brolink (Pty) Ltd TEL +27 87 ********** ADDRESS Westend Office Park, 254 Hall Street, Centurion, 0157 PO Box 9346, Centurion, 0046 From: Naseema Khan ********** Sent: 21 June 2016 09:43 To: Naseema Khan ********** /> Subject: Fwd: ********** 6 ---------- Forwarded message ---------- From: Naseema Khan ********** /> Date: Tue, Jun 21, 2016 at 9:34 AM Subject: Fwd: ********** 6 To: Naseema Khan ********** ---------- Forwarded message ---------- From: ********** /> Date: Sun, Apr 3, 2016 at 12:29 PM Subject: Re: ********** 6 To: "Bongumusa Si***ane (BR)" ********** I want your managers details Sent from my BlackBerry 10 smartphone. From: Bongumusa Si***ane (BR) Sent: Thursday 17 March 2016 15:40 To: ********** Subject: RE: ********** 6 Good Day My apologies the email was sent incorrectly nothing has been done yet The email was suppose to read as follows Good Day Please note that we would like to offer you a renewal to the smart internet 2.5 / 7.5 GB night surfer Please be advised that this is a month to month offer for R99.00 You will receive 2.5 GB of data all network 7.5GB Telkom data Additional 1GB for free 6/M I trust you find this in order Thank you My apologies once again I take full responsibility for the email sent to you incorrectly From: ********** ********** Sent: Thursday, March 17, 2016 3:38 PM To: Bongumusa Si***ane (BR) Subject: Re: ********** 6 Good day, I DID NOT confirm that you can go ahead, as per our conversation I clearly told you that I will let you know tomorrow if you can do so. Your attitude is ********* and unprofessional, please provide me with your managers contact details. Naseema Sent from my BlackBerry 10 smartphone. From: Bongumusa Si***ane (BR) Sent: Thursday 17 March 2016 15:26 To: ********** Subject: ********** 6 Good Day Please note that I have successfully migrated you to the smart internet 2.5 / 7.5 GB night surfer Order ********** 61A was successfully submitted Please be advised that this is a month to month offer for R99.00 You will receive 2.5 GB of data all network 7.5GB Telkom data Additional 1GB for free 6/M I trust you find this in order Thank you

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Replies (1)

Telkom's replyOfficial

29 Aug 2016, 15:24

Hello naseemak

This response serves as confirmation that your query has been received.
Your reference number : AI***
Your query has been sent to our mobile team for assistance.

Regards
Noleen
Telkom Social Media Team.

Best regards,

Telkom's reply29 Aug 2016, 15:24

Official

Hello naseemak

Best regards,