Data disputes

Good day

Bongani here who is one of the customer who is furious with Telkom Mobile as my service provider.

I signed up for the contract with the on the 12 June 2018 at their branch at Main street JHB opposite Fnb branch. I took up the contract which it was on special during the month of June which it was the Wi-Fi mobile router and 10GB data for R139 per month so I activated to lines under my name which is ********** and ********** .

Everything went good during the activation and they gave me data of 500MB for during the day and 500MB for night surfer which this two data were prorated as the activation started during the month and it was fine but however the 10GB promotional data was given in full to me .

On the 1st July 2018 I received my monthly allocations as agreement. I didn't think I would roll over that data which I didn't finish in June however when I called the customer service on the 2nd July 2018 to enquire about my invoice , luck enough I was assisted regarding that issue.

During that time their Telkom app wasn't working, and I asked that Agent what is my data balances for both numbers and I was told for the number ********** I am having 18GB of data and on the number ********** is 15GB but however this were the promotional data but the both 500MB data were there . So the ********** is only used on my device Samsung Galaxy prime plus and the ********** is used to connect on the Huwei P8 , Hisense device and the Laptop.

I connect with the ********** sometimes because I use it to connect when I get home at night because where I stay I have network problems that's why i took up this special.

So the 18th July during 22h00 my data depicted on this ********** but however I don't use this router line daily and not always.

But the ********** this number is always connected on the devices stated above and always download and streaming things using data on there .

So on the 19th July I called the customers service the whole day asking for explanations to what happened to my data but the only response was that I have used up my data and they sent me data usage without explanations regarding what I was connected to but they were all rude towards me and dropped calls on me when I asked them to log a case for me so they can investigate but they kept telling me that they don't log any case for data disputes because those cases are useless they will never attend to it . So I kept asking for the manager but they would drop my calls on me .

So I got hold of this lady now around 20h30 and she said her manager is not available but however she will ask the manager from the other team to assist , and went to get someone however she come back and told me that all the managers on the floor they don't want to take my call because am disputing useless things and I can cancel my contract they don't call and they don't assist other teams , each manager looks at his or her team . All this I was told by this lady and because she could see I have been calling in for assistance she eventually logged a case for me the reference case number is "Your query will be attended to.Your case number is ********** 7" and even now they haven't come back to me .

I am really disappointed with their service and I would like to be assisted but now as I told them I can't have used 18GB of data on 18 days on this number because during the day I connect to my work wifi and on my way home I used my recharged data and probably on this ********** I maybe use it for just 2 or 3 hours daily.

I kindly need assistance with the issue above, thank you.

Regards Bongani ********** 705