Formal Complaint: Gross Negligence, Sale of My Property, and Breach of Contract - Jobcard TRJ197001

I am writing this formal complaint with immense frustration and utter disbelief at the horrific service and gross negligence I have experienced from Telkom, specifically the Southgate branch and your associated repair centre. This complaint details the complete failure to service a device under contract and insurance, the ******** disposal of my property, and a shocking disregard for customer care and contractual obligations.

1. Background and Contract Details: I, Valencia Hlantswayo, am a loyal Telkom contract customer. My contract, which includes two devices (one for myself and one for my daughter), is active and runs until October 2025. I have diligently paid my monthly subscription, which includes insurance premiums for both devices, without fail. This insurance was meant to protect us in situations exactly like this.

2. The Initial Fault and Service Request: In April 2025, my daughter's device (under Job Card TRJ197001) developed a critical fault: it could not receive calls; all incoming calls were directed straight to voicemail, though outgoing calls were possible. I immediately took the device to the Telkom Southgate branch for repair. I was assisted by a representative named Mpumi.

3. The Unacceptable Quote and Lack of Follow-Up: After assessment, I received a quote for the repair in the amount of R2,941.27. This quote was outrageous and unacceptable for the stated issue. I explicitly instructed that the repair should focus solely on the call functionality problem, a fix that should not "cost an arm and a leg." I responded via email (as attached) rejecting this exorbitant quote and requesting a reasonable, revised quotation that addressed only the requested fault.

Crucially, I received no further communication from the repair centre or Mpumi regarding my rejection of the quote or a revised assessment. The matter was left in limbo, with no attempt to resolve the impasse.

4. The Shocking Discovery: The Sale of My Property Having heard nothing for months, I followed up with Mpumi at the Southgate branch in mid-August 2025. The response I received was not just unsatisfactory; it was ********.

I was informed that my daughter's phone had been sold by your repair centre. The reason provided was that I had not responded to messages or paid an "assessment fee." This is an absolute falsehood and a dereliction of your duty to communicate.

I did respond. I responded to the only substantive communication I received—the quote—to reject it and seek a solution. You did not follow up.

The so-called "ample messages" you claim were sent were either never received or were inadequate. At no point did I receive a final warning stating, "Failure to respond will result in the permanent disposal of your property."

The device is part of an active contract and is insured. It is not abandoned property; it is your collateral and my property for which I am still paying. The idea that you can sell it without exhausting every possible avenue to contact me, the paying customer, is breathtakingly negligent.

5. The Abysmal Customer Service and Refusal to Solve the Problem: My subsequent attempts to get a solution have been met with a heartless and robotic response. Mpumi’s only solution has been to direct me to a non-functional phone number ***) and an email address (***).

The phone number goes straight to voicemail.

Emails receive slow, unhelpful responses, if any.

The stance from Mpumi and Telkom has been to abdicate all responsibility, claiming the repair centre is a separate entity and that "it's the customer's responsibility." This is unacceptable. I handed my device to Telkom Southgate, and therefore Telkom is entirely responsible for its supply chain and partners.

You have sold a device that is still under contract. I am now in the absurd position of continuing to pay for a device, and its insurance, that Telkom has *******ly sold off. This is a fundamental breach of our contract.

6. Proposed Solution and Demand: I am livid. This is not a simple complaint; it is a formal demand for immediate rectification. The offered "solution" of emailing a dysfunctional department is an insult.

I demand the following:

Immediate Cancellation of the Contract for the Affected Line: Without any penalties or negative credit implications for me. You have failed to uphold your end of the contract by failing to repair and then disposing of the device.

A Full Refund: Of all monthly payments made towards the device and its insurance from the date it was handed in (April 2025) until the present.

Compensation for Gross Inconvenience: For the months of stress, the time spent trying to resolve this, and the utter disregard shown by your company.

Alternatively, if you wish to salvage the contract:

Provide a Brand New Device: of equivalent or better specification to the one you sold, at no cost to me, and ensure it is activated immediately on the existing number.

A Significant Goodwill Gesture: in the form of a 50% discount on my monthly bill for the remaining term of the contract ****il October 2025) to compensate for the immense inconvenience and distress caused.

This situation is completely unacceptable. I have been a loyal customer, but this experience has eroded all my trust in Telkom. I expect a senior representative from your executive customer care team to contact me within 48 hours with a viable solution. Failure to do so will leave me with no choice but to escalate this matter further to the Consumer Commission, my legal representatives, and all relevant ombudsmen, in addition to maintaining this review on all public platforms.

Sincerely,

A Very Unhappy and Wronged Customer,