***** case no action

Good day Bronwyn I have been liaising with Nozipho Lesela regarding the ***** on my account. I have requested documentation and I asked her several questions, only to be responded to with an awful attitude and an unwillingness to assist me. I have copy pasted my emails for your perusal. Shocking to say the least! Good day Nozipho Firstly my email was not responded to I asked you several questions which you have failed to respond to! Furthermore I am requesting proof that I signed for the t&cs, as I took the contract out at I store in the Glen and not online with Telkom online. It appears that trying to assist me and helping me resolve my case is too much effort for Telkom and especially yourself. How much investigation has actually gone into tracking the ********** as you can clearly see ***** has been committed on my *** is a lot of money to pay towards someone else’s spending. I am not going to just accept what you say without probing into some sort of investigation. As a client and a consumer I am entitled to request the respective documentation. Please supply me with the relevant documentation in order for me to revert back to and if need be to take my case through to Sa Consumer Complaints If you aren’t able to assist me with the below query surely you have the capabilities to refer me to the correct person or department that can assist me. Regarding your account suspension and payments we cannot assist as we deal only with ***** queries, kindly contact the call centre on 081 180 for further assistance. You attitude and service is shocking to say the least. Kind Regards Mrs Iris Tank Transactional Banking *** *** T: +***0 Switchboard: +*** Client Support Centre: +*** Investec Bank (Mauritius) Limited 6th Floor, Dias Pier Building, Le Caudan Waterfront, Caudan, Port Louis 11307, Mauritius ________________________________________ From: Nozipho Lesela (N) [mailto:***] Sent: Tuesday, September 26, 2017 8:22 AM To: Iris Tank Subject: RE: Unknown contract *** Good day Iris, Please note that we have responded to your email and have nothing else to respond further regarding your below email, The terms and conditions are on the Telkom website and as per Telkom’s Ts and Cs a customer is responsible for reporting the service if it is ******, as already stated that on the below email, Regarding your account suspension and payments we cannot assist as we deal only with ***** queries, kindly contact the call centre on 081 180 for further assistance. Kind regards Nozipho Lesela ***** Management The Hub, 61 Oak Avenue, Highveld, Centurion Tel : +27 12 *** Tel : +27 11 *** Fax: *** Email : *** From: Iris Tank [mailto:***] Sent: 25 September 2017 10:21 AM To: Nozipho Lesela (N) <***> Subject: RE: Unknown contract *** Good day Nozipho Please can is have a response to my email below. Furthermore please can I have a copy of the t&cs that I signed for when I took out the I phone. Please can you also confirm when my account will be activated as my payment went through already on the 21st! Kind Regards Mrs Iris Tank Transactional Banking *** *** T: +***0 Switchboard: +*** Client Support Centre: +*** Investec Bank (Mauritius) Limited 6th Floor, Dias Pier Building, Le Caudan Waterfront, Caudan, Port Louis 11307, Mauritius ________________________________________ From: Iris Tank Sent: Thursday, September 21, 2017 8:54 AM To: 'Nozipho Lesela (N)' Subject: RE: Unknown contract *** Good day Nozipho Thank you for your email. You have been very selective as to what you wish to refer to. Please can you respond to my emails points and questions that I have raised below. Kind Regards Mrs Iris Tank Transactional Banking *** *** T: +***0 Switchboard: +*** Client Support Centre: +*** Investec Bank (Mauritius) Limited 6th Floor, Dias Pier Building, Le Caudan Waterfront, Caudan, Port Louis 11307, Mauritius ________________________________________ From: Nozipho Lesela (N) [mailto:***] Sent: Thursday, September 21, 2017 8:40 AM To: Iris Tank Subject: RE: Unknown contract *** Good morning Iris, We have gone back to had a look at the attached invoice for Sep 2017, we found that the only charges we could credit for calls + data purchases + subscription made after 2017/08/07 = R308.10 Further more we check on the terms and conditions that are available on our website and can confirm the below, which relates to the liability of your devices & SIM cards: Telkom’s T’s & C’s state: “7.3 The risk of loss or damage in and to the Selected Mobile Goods will pass to the Subscriber on delivery thereof to the Subscriber…”. The risk of loss in this case is: (i) The customer’s handset was ****** (ii) While it was ******, calls were initiated The negligence here was on the part of the customer for not reporting the service as ******, not Telkom. The credit will be arranged as from the date it was reported Kind regards Nozipho Lesela From: Iris Tank [mailto:***] Sent: 20 September 2017 11:19 AM To: Nozipho Lesela (N) <***> Subject: RE: Unknown contract *** Good day Nozipho Thank you for your email. I am in a full day training session for the next three days. You are welcome to call me during lunch breaks or the evenings. It took a month and a half to receive a response and only after placing a comment on hello peter. Shocking to say the least. Please go pull my calls from March to July where I continuously called Telkom to advise that there was data and airtime issues that we couldn’t understand on my daughters account and where we enquired as to what was going on with the phones. These calls would have come from my cell no *** my daughters cell no *** and my work no ***. If these queries had been investigated timeously Telkom would have been able to confirm that there was unauthorised use on a number that wasn’t been used basically since inception. We did have a break in sometime a go where the I phone was ******. Can’t recall the exact date but can go back and track it. However surely in your ***** team there should be measures/reports put in place to identify activity on dormant numbers. My question is why was this also not identified by Telkom? Surely Telkom can track where the number was been used and by who especially with today’s technology. Please can I have the terms and conditions that state I need to report that the phone and sim card were ****** and that I signed for them. Furthermore I reported the ***** on the 7th of August anything from that date should be refunded without question. Please understand that I worked in a ***** team as a senior manager for 10 years and I realise that there are processes that should be followed to protect the client and Telkom. I will not be accepting this liability on first email without proper investigation be completed. Kind Regards Mrs Iris Tank Transactional Banking *** *** T: +***0 Switchboard: +*** Client Support Centre: +*** Investec Bank (Mauritius) Limited 6th Floor, Dias Pier Building, Le Caudan Waterfront, Caudan, Port Louis 11307, Mauritius ________________________________________ From: Nozipho Lesela (N) [mailto:***] Sent: Wednesday, September 20, 2017 10:22 AM To: Iris Tank Subject: Unknown contract *** Good day Iris, We cannot get hold of you on both the landline *** and cell number *** but no answer, We refer to the query about unknow account *** and wish to confirm that our investigation has been completed and we have found the following details, • You took contracts for an iPhone 5 & iPhone 4 ***) on 2015/11/16 via an external dealer (not a Telkom Direct Shop) • You were also provided together with these two contracts a data SIM card (***) on 2015/11/16 by the same dealer, for which you have been paying R9.00 every month since inception. • There is no device or telephone handset provided with the number ***, • The SIM card has always been in your possession and paid for every month, however in April 2017 there’s movement which suggests that you might have lost or misplaced the SIM card, but Telkom was never informed to cancel or block the SIM card, we therefore have cancelled it but will not issue any credits or refunds as this SIM card has been active for 22 months and you remain liable for any costs incurred for it. Kind regards Nozipho Lesela ***** Management The Hub, 61 Oak Avenue, Highveld, Centurion Tel : +27 12 *** Tel : +27 11 *** Fax: *** Email : *** ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ This e-mail is subject to the Telkom SA SOC Ltd electronic communication legal notice, available at : http://www.telkom.co.za/TelkomEMa*******Notice.PDF ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Investec Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England and Wales (No. 489604). Registered office at 2 Gresham St, London EC2V 7QP. Investec Asset Finance plc is authorised and regulated by the Financial Conduct Authority for credit-related regulated activities (including hiring). Registered office at Reading International Business Park, Reading, RG2 6AA. Registered in England Number ***. 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