DEVICE OBLIGATION - MISTAKEN BY STORE ATTENDANT
Telkom is charging me a Device Obligation and a bill of over R16 000. I logged the very first case from my side on 10 Sept 2018. I phoned and I was assured that the case will be escalated and will be attended to (in 72 hours). I was also told I will receive an SMS with the outcome of my case. After 72 hours and no SMS, I made contact again, only to be told my case has not been attended to and that the turnaround time is not 72 hours, but 72 working hours (ie 9 days excluding weekends and public holidays) to solve a case. I understood, and after 9 days, actually on day 10 since I logged the case, I phoned again, there only to be given the worst attitude by one of the operators that my case has been ONLY ASSIGNED to someone in back office. THIS WAS ON DAY 10! Because of this inconvenience, I needed to drive all the way to the nearest store (60 km away) just to find out that the only way is to make contact with the operators, and they will send an e-mail to escalate the process. My account will be debited with over R16 000 the end of the month!!! The operator told me to go back to the store where I took out the contract. I then followed suit, only to find out that on 13 August 2018, a case was logged, explaining what happened to your TM-SOC team. The store received a REF number, and when they tried to pick it up on Friday 21 September, no such REF number existed. I am utterly disgusted with the VERY POOR SERVICE I have been receiving since I logged a case. Not even your TM-SOC team could solve a case that was logged early in August already, and more than a month later, another case was logged with your TM-SOC team with just the same message again.
The following case numbers has been logged by me and one of the stores: 13 Aug 2018: REF ********** (directly logged by the store to TM-SOC) and they cannot pick up this REF number anymore. 10 Sept 2018: ********** 3 (this case number's turnaround time has ended on Thursday, 20 September already). 21 Sept 2018: ********** 8; ********** 2; ********** 6; ********** 7 21 Sept 2018: ********** (also again a case was logged by the store directly to TM-SOC).
IN TOTAL, I HAVE 7 CASE NUMBERS (REF NUMBERS) FOR THE SAME CASE! How on earth is this possible that this has not been resolved? I am utterly disgusted and I expect this to be resolved by Wednesday 26 September 2018.