Credit Vetting and Mobile Issue

It is funny how, Telkom mobile can easily send you a message to say that your account is in arrears, but when it comes to faults on their side, they take forever to have an issue resolved.

A Telkom Express store assisted me and logged a call to have the upgrade button enabled as it was disabled on the system. They also advised me that I was due for an upgrade on the 21st month of the contract but clearly I did not get a notification or even knew.

I don’t even know how long I will have to wait now to have my query resolved or even how long it will take for this complaint to be responded to. Due to Telkom staff messing up my contract, clearly I am not allowed to renew my contract. I have to suffer there under, and all that I am most probably going to get is a “We apologise for inconvenience caused”.

I was to give the first of my 2 upgrades to my wife as it was her birthday in August 2017, but clearly that did not happen, as I am still waiting to upgrade.

A “Credit Vetting” call was logged on the 20 August 2017, when I wanted to upgrade the first time, but due to an arrears amount I could not. Again I logged a call before this for the arrears amount to query it, but it fell on deaf ears.

On the 22nd August 2017 the call was then closed and no feedback was provided. I left it as my account was to be debited on the 25th August 2017 by Telkom, and it was. I then left it and still could not upgrade as the call centre advised me that the debit order will only reflect within 14 days. On the 7th September 2017 I logged onto the Telkom app to have a look whether the debited amount is appearing, and it was. This was then the reason why I approached the store on the 9th September 2017 to perform the upgrade but still I was not able to do so.

Almost a week has gone pass, and the call has changed from a Credit Vetting call to a Mobile Issue, and yet again not feedback provided. I would like to have this matter resolved and my upgrade approved, as this was clearly an internal error and I should not be suffering there under. Telkom needs to unlock the upgrade button in order for me to perform my upgrade, and also compensate me for wasting my time, as I could have been sitting with my new device already and I would not have been sending this complaint.

Query Number: ********** 4