Company that know nothing about customer service or customer experience

<p>In June I was called by Mobile Talk for a contract package i.e. Hauwei P8 Lite with R50 talktime and 1000MB of data for R149.00. I received the handset 13 June 2016 and I was also offered a range of colours to choose from, from which I chose the baby blue device, When I received the handset it was black and when I queried this with the call centre I was told that it only comes in black. however on my statement is says i received a white handset.</p> <p> </p> <p>18 June 2016, I went into their Claremont Store in Cavendish Square, the consultant advised me of the following:</p> <p> </p> <p>Hauwei P8 Lite and 500MB = R149.00</p> <p>500MB = R39.00</p> <p>Total cost R188.00</p> <p> </p> <p>I was shocked as the full fees were not disclosed to me, if the call centre agent from Mobile Talk (i.e Mandisa) who initially called me told me that I had to pay extra for the second 500MB of data, I would maybe have considered due to her honesty but then to misinform about the colour availability as well was enough. I then called the call centre (Mobile Talk)while at the store and requested that the handset be collected as I do not want to take the contract and was advised by Craig that I am still within my cancellation period.</p> <p> </p> <p>The handset was then collected on the 22 June 2016 at about 14h30 by RAM couriers. (I still have the collection slip)</p> <p> </p> <p>On the 01 July 2016 an amount of 39.00 was deducted from my account, upon querying again with the call centre (Mobile Talk), Lerato advised that is was an admin fee and should not have been deducted, she advised that a refund shall be processed and that she would return my call, to this day I am still waiting on her call.</p> <p> </p> <p>The same day, i.e. 01 July 2016 I received an sms stating the following: Your order has been cancelled. Hope to do business with you in future. For queries call ***Mobile Talk. (received 2 sms’ at 15H38)</p> <p> </p> <p>On the 24 July, I called the Telkom mobile call centre to query my bill as this is the second occasion that I have to contact them to request my billing details and was advised the following: (I am still waiting on my statement for August to be sent to me)</p> <p> </p> <p>An amount of R496.25 is due for payment which includes R149.00 for the below handset. She also advised that a penalty fee of R850.00 plus R149.00 X24 months I will be liable to pay for cancelling this contract seeing that it is after the 7 day period pending Telkom Mobile's investigation that is currently happening.</p> <p> </p> <p>I then totally flipped and told her that I cancelled this contract within my cancellation period as per the mobile talk agent I spoke to the 18 June 2016 (his name was Craig). She advised that she has escalated this to Telkom Mobile’s billing department who shall request a recording of the call made by me on 18 June to Mobile Talk (agent I spoke to was Craig). Should the agent have said that I am within my cancellation period, then I will not be liable to pay the penalty fee and months subscription costs.</p> <p> </p> <p>I then told her that I need to be reimbursed the monies being deducted from me as well.. She advised that the Telkom Mobile billing department’s turnaround time to get back to me is 72hrs. I told her that I am not upset with her but the fact that I am being billed for a handset I don’t have and which I said I don’t want. I told her that I feel I am being forced to pay for a contract I don’t want when I did everything I was supposed to do. Not one time was I informed of the cancellation fees, only a return fee (probably for the courier to collect the handset)</p> <p> </p> <p>1. When a product is sold to a client, as per law full fees must be disclosed?</p> <p>a. First call made to me by Mandisa only advised of R149.00 pm</p> <p>b. When I went into the store on June 18th, an amount of R188.88 I was being billed for</p> <p>c. Billing received for July showed an amount of R328.87</p> <p>d. Now my billing for August is R149.00</p> <p>2. Why did mobile talk debit my account on the 01 July 2016, with an amount of R39.00 knowing that the handset was returned and that I no longer wished to take the contract - from the 18 June to 01 July – no communication took place with Mobile Talk’s relevant departments? No communication between Mobile Talk and Telkom Mobile? I find that overwhelming.</p> <p> </p> <p>On Wednesday, 27 july, I requested my statements as I did not know what my debit order amount was going to be, upon receipt I checked that I am being billed a total of R328.87 for this contract which has me flabbergasted to say the least.</p> <p> </p> <p>Yet again, full fees were not disclosed at all and I am totally disgusted at being ********** like this.</p> <p> </p> <p>Ho can I be paying any monies no matter what for a handset I had no use of and has been collected more than a month ago.</p> <p> </p> <p>Last week Tuesday, 27/09/2016) at 13h59 I received a call from Telkom ( ********** 980), a lady by the name of Maxine. She wanted to confirm if I still have the Hauwei P8 Lite handset and I explained that it was collect by RAM couriers 22 June 2016. She then stated that she will have to contact Mobile Talk and confirm that they did indeed had collected the handset and then escalate it to the billing department in order to initiate a refund. She advised that the turnaround time is 72hrs, I then asked her if they will contact me within the 72 hrs and she said yes. Reference number for above call is ********** 0.</p> <p> </p> <p>On Wednesday at 14h20, I received a call from a lady named Tony from Cell Direct who advised me that she got a message to call me with regards to a query on cell number ********** 925. I told her that I never logged any query and she said it was with the regards to a Sony Experia handset and something about the box being opened. I then explained to her that my query is regarding the Hauwei handset and it was with mobile talk. I also told her that I am so frustrated that Telkom Mobile is stuffing up with query even more. I asked her if she wanted the number for mobile talk which she advised that she does have, I also gave her the correct numbers relating to my query.</p> <p> </p> <p>Now, in January 2016 Cell Direct sold me a Sony Experia contract that my son is currently using, and i have never logged any query regarding his contract, however I have used my son’s number to call the Telkom Mobile call centre to query the status of the Hauwei P8 Lite handset’s cancellation.</p> <p> </p> <p>On Saturday, 01 October 2016, my son advised me that his simcard is not registered on the network, I phoned the call centre on Sunday 2 Ocober 2016 and spoke to Phulane who advised that his number ( ********** 925) has been cancelled as per my request on their system. I can send the initial email I sent to Telkom Mobile’s cancellation departments and never once requested that my son's contract be cancelled.</p> <p> </p> <p>I am so frustrated as clearly someone within Telkom Mobile is causing me a great inconvenience, they cancelled the incorrect contract and is still billing me for the Hauwei P8 Lite handset which is the one that I am waiting on them to cancel and refund me.</p> <p> On the 28 October, Mobile Talk Debited my account with R350.00 and October month end Telkom Mobile debited my account with R337.00. I disputed the debit order of R350.00 with the bank and my money (R350) was returned, i then contacted Mobile Talk on the 1/11/2016 and spoke to Lillian who could not advise me what the debit order was for and said that she will return my call. i am still awaiting her call to this day.</p> <p>as at 11 November,</p> <p>no one from Telkom Management has given me a call or emailed me. To be honest I have a very bad perception of Telkom Mobile. I have come to the decision to cancel my debit order until Telkom Mobile comes to the party and refunds me my monies as I am still being charged for the Hauwei Handset.</p> <p> </p> <p>I received a call from Zipho from Telkom from ********** 979, ref number ********** (Tuesday 1 November at 15H21) to confirm as to why I want to cancel my contract, I explained to her the reason for the call and also advised her that I explained this very same story to her colleague Maxine,(Maxine called me 27/09/2016 at 13h59) she then put me on hold to discuss this matter with Maxine. Zipho confirmed with me that Maxine had indeed received confirmation via email from Mobile Talk that the handset was collected. She advised that she will then forward this confirmation email to the billing department for them to action. A refund would then take place with a turnaround time of 72hrs. Zipho said she would call me back and yet I still await her call till this day.</p> <p> </p> <p>on the 11/11/2016 november i called the Telkom Mobile call centre and finally spoke to Tyrone who confirmed the below via email that he sent to the billing department. He also stated that i should follow up with him 16/11/2016 as Telkom Mobile's billing department has a turnaround time of 72hrs.</p> <p>i sent him a follow up email the 17/11/2016 to advise that no one has made contact with me and that I find their service very unprofessional as it seems they are only interested in sales. This has been going on since June and Telkom Mobile has surpassed their 21 day turnaround times.</p> <p> </p> <p> </p> <p>good day</p> <p> </p> <p>hope you find this mail well</p> <p> </p> <p> </p> <p>good day</p> <p>kindly assit</p> <p><br /> customer is charged since 1July 2016 for a contract on the nr : ********** 603 which she do not have. </p> <p>Summary Charges: ********** 603<br /> Recurring Monthly Fees<br /> 1 x SmartPlan 50 + Huawei Ascend P8 Lite White R 276.77</p> <p>Ive checked on huawei cst number is on Telkom more and cst is even billed for the nr in November 2016<br /> Summary Charges: ********** 603<br /> Recurring Monthly Fees<br /> 1 x SmartPlan 50 + Huawei Ascend P8 Lite White R 149.00<br /> Discount CLIP RC (01 November 2016 -30 November 2016 ) R 8.50 Cr<br /> SmartPlan 50 (01 November 2016 -30 November 2016 ) R 49.00<br /> Device Subscription Fee (01 November 2016 -30 November 2016 ) R 100.00<br /> CLI Presentation (01 November 2016 -30 November 2016 ) R 8.50<br /> Total R 149.00<br /> Subtotal (Recurring Monthly Fees) VAT included at 14% R 149.00</p> <p>Affective nr: ********** 603<br /> Alternative nr: ********** 758<br /> Customer name:AMINA SHAIBU<br /> Customer ********** <p> </p> <p>regards</p> <p> </p> <p>tyrone</p> <p> </p> <p>Yesteday, I called the Telkom Mobile call centre and spoke to Lusanda who advised that an email will have to be sent to Mobile Talk to confirm that the handset was collected, i can't understand why this is going around in circles as on the 4th Zipho confirmed that Maxine received an email that the handset was received, I told Lusanda that they are bull****ting me and put the phone down on her as she told me that the turnaround times are again 72hrs and that someone is still working on it. i shall receive an sms that the call is closed blah blah blah.</p> <p> </p> <p>I am so angry and frustrated as Telkom Mobile and they are just bull****ting me over and over, i want all my money refunded from the first debit order that went off in July.</p> <p> </p> <p>july R328.87</p> <p>August R188.00</p> <p>September R188.00</p> <p>October R188.00</p> <p>November R188.00 (still to be deducted as it's listed on my statement.)</p> <p> </p> <p>Totalling an amount of R1080.87</p> <p> </p> <p>I want all my monies refunded and not 1 cent less.</p> <p> </p> <p>Telkom Mobile's service utterly disgusts me. Customer service sucks and customer experience sucks big time, I will not refer anybody to Telkom Mobile - NEVER</p> <p> </p> <p> </p> <p> </p>