Dishonest and Rude Staff

Good Day.

Can you kindly assist me with the matter I am currently struggling with. The service provider is Telkom in Kimberley, Northern Cape. I am currently dealing with 2 situations with the service provider which I have failed to get a resolution for. Please see the matters below:

1. On the 25th of July. I unfortunately lost my phone, I then went to the Telkom store in Kimberley to get an early upgrade on one of my contracts which was nearing its maturity date. I was assisted by a consultant named Tshepo who explained the terms and conditions of an early upgrade which I agreed to when I purchased a Samsung A31 on that day. I was advised that I'll pay the pro rata for the month, as well as the remaining installment for the phone then from August I'll only be paying the installment for my new device. To my surprise, I was still billed for the device I had lost and upgraded. I returned to the store to enquire about my billing and on that day I was assisted by the Floor Manager Thato, who informed me that the consultant added a new contract instead of upgrading the existing one, at first the consultant denied that I came into for an upgrade and insisted that I asked for a new contract, he then later admitted to not fulfilling my request but by then I was already billed the extra amount for 2 months. I received a call from Thato informing me that the consultant would pay the extra amount I was billed on my next invoice, which I agreed to, I visited the store later that day and the consultant and I had a verbal agreement that he would pay the amount forward towards my Nov/December invoice which is an agreement he has failed to meet to this day. *Please note that I am currently not in possession of the device, which was booked in for service on the 11th of November due to a technical issue and I have still not received any update regarding the progress of the repairs.

2. On the 19th of September, I went to the Telkom store in Kimberley to submit a cancelation for my data sim. My request and relevant documents documents were submitted by the Floor Manager Thato and I was advised that the cancelation takes upto 30 days to come into effect. I went back to Telkom on the 7th of November when my sim card was completely deactivated when only the data services were meant to be canceled, I was then required to make a Sim Swap which I did in store with the assistance of a helpful consultant by the name of Teboho. I then asked him for my November statement and it showed that I will be billed R329 for my new device and R299 for my data sim which left me confused because I had canceled my data services and the Sim card was now inactive. He then referred me back to Thato who was responsible for the cancelation. Thato then informed me that I came into the store on the 6th of November (the previous day) to cancel my cancelation which was untrue because I had never visited the store on that day. He then said that he'll look into the matter and report back to me which he failed to do. On the 25th of November, I was then billed an amount of R728 which was R100 more than what the bill I had just disputed a few days ago. Now extremely frustrated, I went back to the branch and spoke to Thato about the amount I was billed. He then informed me that I continued to use the data services when they were meant to be canceled and thats why I was billed, he then continued to say that it was my responsibility to inform Telkom about the cut off date. I advised him that my contract wouldn't have overlapped if they had not canceled my intial cancelation and that I'm not liable to pay the invoice because it wasn't my fault that they canceled the request without my knowledge. When I then asked to speak to the Branch Manager, he told me that he's the Manager and that I'll have to go through him which is untrue because I am aware that there's a Branch Manager which I believe was just unavailable on the day. I then informed him that I'll be taking this matter further which he strongly and arrogantly encouraged.

I humbly ask that I please get assistance on the above billing matters and possibly submit a request to the Telkom Head offices to assist me in canceling my current contract as I am no longer interested in having a contract with the service provider due to their unprofessional and dishonest staff and would much rather move my business to another service provider. I have been a client of Telkom for many years but the service I've received from their Kimberley branch has been unsatisfactory and appalling to say the least.

I am looking forward to hearing from you. Thank you.