FREEME CONTRACT SERVICES

The following e-mail has been sent to Telkom via my Fiancé on behalf of myself.

My fiance is experiencing difficulties with the her FreeMe Contract. Her IM is not working, in specific her WhatsApp. She has contacted Telkom on several occasions and each time one of the employees gave her a different response in the cause of the problem.

She called the customer care line and the consultant told her that it is not working due to her not having any mobile data available. Although she does not have any mobile data available she was still suppose to be able to use her WhatsApp due to the FreeMe Contract that she is currently on. Without any joy from the customer care line she then went to the Telkom store in Chatsworth Centre situated in Chatsworth in Durban and the sales representative stated that Telkom no longer offers the FreeMe Contract.

How is it possible that Telkom no longer offers a product yet it is advertised on all platforms available? (Including the recoding on new sales whilst awaiting an agent)

With out getting any joy from the store she contacted the customer care line again and this time around the consultant stated that with the FreeMe Contract you only get 2GB data for IM.

Yesterday on the 10 of August 2018 at 11:17 , I personally contacted Telkom on 10210 and spoke to Gugu Hlatshwqyo and questioned the FreeMe Contract that I am on and what comes with the package. She stated all that I get and was correct.

As per clause number 18 of the terms and conditions of the FreeMe Post paid and Top up. It states and I quote "Free calling using IM FUP permitted is 2GB per month, not transferable to the following month. Usage speed shall be throttled to 64kbps after reaching the FUP limit. In order to restore service to full speed, a FreeMe Boost bundle can be purchased using self service options.". I have attached the Terms and Conditions for ease of reference.

This simply states that once your 2GB data has been depleted that the speed of the will slow down not completely stop.

Later that day, my fiance contacted Telkom and spoke Busiwe Mokhatla and told her about the terms and conditons and she then stated that the terms and conditions have changed.

It is quite evident that Telkom employees do not know the products that is offered yet they are the ones that needs to assist customers.

As all calls are recorded, feel free in listening to responses that were given in regards to the FreeMe Contract for ********** 558.

Please can you assist in restoring the IM for my fiance.

Her details are as follows.

Name: Letricia Gounden

Number: ********** 558

Should you require any further information, do not hesitate to contact her or myself on ********** 128.

It's been two weeks since without a response from the email sent to two different managers. It's been utmost frustrating to not receive any feedback.