Complain about deception and no recourse from Telkom staff

To: Consumer Council Ombudsman/Caxton Group/Media24/Maroela media/Facebook 8th November 2017

Dear Sir/Madam

I would like to lodge a complaint regarding a purchase I made at Telkom

This was a special for the month of September 2017 by Telkom and advertised on S.A.B.C. - a Router deal of 10Gig data during the day and 10Gig data from midnight to 6am for the price of R139/month! On the 18th of September 20I7 I went into Centurion Telkom Store to purchase this product over a period of 24 months as advertised.

I was given a sales lady and during the interview I realised she was a new learner but that didn’t necessarily phase me and she continued with her pitch. She asked me if I will carry/keep the router with me and I said that I’ll only use it at home. So she started selling me something else, the stationary router for R199/month and I said “as long as I get my 10Gig during the day and 10Gig from midnight to 6am”. I was very specific about this as I came in to purchase data not the router! She confirmed this to me and I was happy with the sale!

Well now the misrepresentation and subterfuge starts! It took over “two and a half hours” signing me up and it was a disaster of note! I eventually said “when is this all going to end”? Finally I walked out from there completely exasperated (...and ****ed off) with my router in hand and didn’t realise I was sold only a 5Gig deal!

On the 1st October 2017 I received an e-mail invoice from Telkom informing me that I only have a 5Gig plan. I phoned Telkom immediately regarding this mistake they made and Telkom responded “This will be lodged and they will get back to me” .....more than a week went by - apparently any case takes 9 working days before they even look at your complaint, I was told at the Telkom Store!

Over 20 phone calls and sms’s later ...and seven times I physically called in at the Centurion Telkom Store, I have not received an answer to my request and eventually were told “that if I cancel the deal I will pay the penalties!” ....to which I responded “I will definitely not pay any fees or penalties until this sorted and rectified”! Further more, Diana and Tebogo phoned me during October 2017, I explained to them what really happened and both said they will get back to me. Incidentally, Diana was more concerned about the Zero rating I gave Telkom as this affects “staff salaries” ....have you ever! Recently, Tebogo informed me again that I’ll pay the penalties if I cancel, neither of them returned with a positive answer regarding my plight and he whole deal became dysfunctional after I signed it with no further recourse!

If Telkom comes to the fore and rectify this deal to my original purchase and request, I will continue with the deal providing Telkom gives me the 10Gigs daytime and 10Gigs from midnight to 6am and prove it! Other than that, the deal will be deemed cancelled with no cost or penalties to me! I’ve never been held to ransom and definitely not by Telkom!

In anticipation,

Theo Benadé mobile: ********** 110 PS: I’ve had trouble twice before with Telkom and now again! I’m sick of their bull-**** and THE BUCK STOPS RIGHT HERE! ...and who says this whole exercise is not just a cleaver ploy to lure customers in and sell them something other than what they requested!