Deal not Fulfilled

I have app**** for the Black Friday Deal (Samsung J7 Pro) on 24/11/2017 on the Telkom website for my 2 cell phone contracts that are due for upgrade. I have received sms’s on both numbers stating that I have been pre-approved and an agent will call me, however I have still not received a call from them. Today my wife and I phoned 10213, and the upgrade department informed me that I will not be able to upgrade my data contract to a voice contract. This was not communicated to me in any way whatsoever from the time I took my data contract, to when I tried to actually upgrade. When I went to the Telkom store on 24/11/2017, none of the staff was willing to even assist or give me advice on this deal. All they said was that it is an online deal and they can’t help (pathetic service from my view as they could have explained the process to me then) The upgrade department told me to contact the sales department, which my wife then spoke to (Roxanne was the agent/called at 13:07) and their response was that she call 180 for them to place the order at the Black Friday price for me. My wife then pursued to phone 180 (spoke to Salinda at 13:14) who told her that they do not deal with orders and sales at all and that she should phone sales directly and sort it out with them. My wife then spoke to sales again (Nonjabulo at 13:23) who then informed her that they cannot do the deal as they don’t have stock. (Upgrades department told her earlier that they do have stock of the phone)

As a customer, I am very upset, as this deal was clearly advertised as an online only deal. I do not understand how people were allowed to then call in and take the deal. Had I known that Telkom was doing this, then I too, would have called in and would have been guaranteed the contract. I know many individuals that app**** on the 25/11/2017 and their contracts are already approved and they will be receiving their device in the next few days.

For a customer that app**** on 24/11/2017, before all these other individuals, and also as a loyal supporter of Telkom, I deserve to be given this deal at the Black Friday prices. I believe that Telkom should not have advertised as online only and then accept calls for new contracts. This is false advertising and this is not fair on the customer (this is against the CPA). I also believe that customers that app**** online before all these other customers that were approved over the phone, should have been first in the queue for his deal rather than being pushed behind all the orders that were called in.

As a solution, I would like for Telkom to give me these two contracts (at the Black Friday prices) as new contracts as my current contracts cannot be upgraded and I wasn’t notified. Telkom should have initially told me that these contracts cannot be upgraded to voice and I would have done the new application immediately.

So now, I believe that the same contract that supposed to be upgraded, (I was pre-approved so the stock would have been allocated to me already) should now be given to me as a new application. Samsung J7 Pro on Free Me 1gb with 100 free minutes per month for the duration of the contract and 10gb data for the first 6 months.

I will not accept any other solution. This deal needs to be processed to my name at the aforementioned price.