Contract Cancellation Nightmare

I was contacted on the 26th of August 2015 via telephone by a company presenting themselves as Telkom Mobile.

I was asked many questions regarding my current internet usage and then offered a product/service which would cover all my needs.

The service was sold and confirmed to be uncapped, unthrottled, unshaped and within a coverage area which would give me access to 90Mb/second LTE service.

I received a welcome email (Order Number: MT- ********** 5-1) suddenly stating that I was dealing with a company called Mobile Talk and not Telkom directly. I assumed this would be no problem as it must be an authorised reseller of theirs. From previous experience, I know that Telkom frequently uses the services of subcontracted companies.

I received the Huawei LTE B593 + 8ta LTE Sim Card and activation was confirmed on 9 October 2015.

The first issue was that, although the router was connecting to the mobile network, I was not connecting at LTE speeds, but rather 3G. This was obviously not as confirmed and/or promised. I logged a support issue via email (with Mobile Talk) to this effect. I was simply told to contact Telkom directly. I found this unacceptable as I was sold a service by Mobile Talk and not Telkom directly, therefore if any issues arise they should take ownership and resolve with Telkom, not me.

The second issue was that I noticed that I got a message from the router that I have exceeded my bandwidth cap and the service is now throttled. Once again, this was not as promised and confirmed on the recorded telephone sales call. I logged this issue via email (with Mobile Talk) on 3 February 2016. I received an email stating that Mobile Talk would look into this issue.

After no feedback, I called Mobile Talk and it was stated that they could not fulfil your contractual obligations as agreed to.

I made sure that during the sales call I stated that if the sold and agreed to service could not be provided that I would be allowed to cancel my contract. This was confirmed by Mobile Talk that this was not a problem.

I then, during the above-mentioned phone call, requested that my contract be cancelled due to Mobile Talk’s inability to provide the sold and agreed to service.

I received no confirmation and on 9 May 2016 I sent an email to Mobile Talk asking why this has not been actioned as I was still being billed.

I only received an automated email back from Mobile Talk stating that the issue has been logged and will be attended to shortly. This was ticket #11844.

On 23 May I sent another follow-up email to Mobile Talk, since I have had no response yet.

On 24 May I received an email from Mobile Talk stating that the issue has been escalated. No resolution yet. I did receive a new issue number, #15191.

On 30 may I sent another email to Mobile Talk requesting feedback. Another new issue number, #16813.

I then received an email from Mobile Talk stating that the equipment pickup has been scheduled for 30 May.

On 7 June I received an email from Mobile Talk stating that the issue has now been closed.

At that point I have not yet received any contract from either Mobile Talk and/or Telkom. I have received no invoices for the duration of the "contract".

As of that day, the monthly subscription was still being deducted from my account.

I have sent another email to Mobile Talk, on 26 September 2016, stating this and received a ticket number #45398.

I received an email from Mobile Talk stating that the "contract" has been cancelled from Mobile Talk's side and the equipment has been collected and that I should contact Telkom on 081 180 or at ********** I then phoned Telkom who stated that the account was still active on their side and that I should contact Mobile Talk since they need to send Telkom a cancellation notice.

I then phoned Mobile Talk again, they simply transferred me to Telkom again, and who then tried to transfer me back to Mobile Talk again.

I have forwarded all correspondence from Mobile Talk to Telkom to the following email addresses throughout this process: • ********** • ********** • ********** • ********** • ********** (the email address of the call centre agent at Telkom)

None of my emails to Telkom has ever been responded to in any way. So, I have never received any reference number as my communication to them was simply ignored.

Funds have now been deducted from my account erroneously since June 2016.

I also physically went to the Telkom shop in Tygervalley twice trying to cancel the contract, both times I provided them with all the relevant information and I have never received any feedback from them. I have also tried to cancel the debit order at my bank, but Telkom changes the code every month, which makes it impossible to cancel from my side.

The miscommunication between Telkom and a direct partner of theirs is not my concern. I have never received any contract or any invoice from either party involved. I have never been told that there was any additional action needed to cancel my account, the matter was stated to be resolved and completed by Mobile Talk. Neither party has taken responsibility for this issue; both simply refers me to the other one.

I was sold a service that could not be delivered. I was sent from pillar to post trying to cancel the "contract".

I would like this contract cancelled with immediate effect.

I would like to have any moneys erroneously deducted from my account to be refunded, this includes all payment by me since June 2016. I have had no ability to use of this service since June 2016, as the equipment to access it was physically collected by Mobile Talk.