RL
Rob L
1 reviews | Active since Jul 2018
05 Jul 2018, 16:11
Frustrated client.
It's a long story....... I was on a month to month 20GB data ADSL contract until I was approached by a Telkom agent, Jayed Awood, at Edgemead Shopping Mall during December with a view to connecting up with a fibre line. As Monte Vista, where I stay, was on the brink of completing installations for this service, I was keen to get this service at my home. Jayed convinced me to sign up on a 24 month uncapped ADSL contract in the mean time and as soon as the fibre was operative, Telkom would migrate me on to their cateloged R599, 4Mbps unlimited home (Fibre/DSL) product. I was advised that Vumatel would install a box in my house and they would give me a "VT" no. Once I had this number I should get in touch with Telkom and they would supply me with my free router which would be configured by them and all would be fine and dandy from there on. Sadly, this was not the case! After a lengthy delay I contacted Telkom sales and spoke to their manager, Thabiso who assured me that he would put in an order with Vumatel and that the matter would be sorted out. He advised me that an e-mail was on the way to Vumatel and they would do the necessary to get my line up and running. I contacted Vumatel to confirm that the order had been sent by Telkom and was advised that they (Vumatel) had nothing to do with my installation and that the ball was in Telkom's court as they were the "supplier". I then contacted Telkom once again to advise them of what Vumatel had informed me of. They denied that they were responsible so here I was in the middle of two organisations each addicating responsibility!! During April I left home to work in North West province for the next two and a half months so left the matter as it was. During May I was contacted by a courier company saying that they had a delivery forme. I informed them that I was away but that they could leave what was to be delivered with my neighbour. It turned out that a router was sent to me from Telkom (the one that should have come some months ago). I was then informed by my family at home that my telephone and ADSL line had been suspended. I also received an SMS from Telkom confirming that my account had been suspended as a result of a "credit limit". I had no knowledge as to what they were talking about and contacted them for details. My account with Telkom has never been in arrears so I discounted this as a cause. No feedback from Telkom was forthcoming. I later received my June account from Telkom with a R 260,21 "reconnection fee" as well as a once off charge of R1499 for the router. Since my return home I have tried to get Telkom to reverse these fees which I have no intention of paying. I've undertaken a number of calls to them and have been advised that my "query" has been 'Escalated" and that I should phone back in a weeks time. All of the above, and despite visiting the Telkom store on 2 occasions - nobody at Telkom can give me what I asked for in December, namely migrate me to a fibre line, supply me with my FREE router (as advertised and advised by them) so that I can get on with my life. Oh, I forgot to mention that during March another Telkom agent, Garth Mcloed, also filed a request for the migration to take place. He advised me that should I have any problems, I should get hold of him and he would take care of them for me. Well, after numerous phone calls and leaving a number of messages on his phone, sadly he has failed to return any of them.
Helpful (0)
Replies (2)0
Replies (2)
Telkom's replyOfficial
14 Jul 2018, 07:50Good afternoon Rob
Thank you for contacting us
Please be assured that this matter has been escalated to the relevant department and feedback will follow.
Your reference number is AI***
We apologise for any inconvenience caused.
Kind regards
Jawaad
Telkom Social Media Team
Best regards,
Telkom's reply14 Jul 2018, 07:50
Official
Good afternoon Rob
Thank you for contacting us
Please be assured that this matter has been escalated to the relevant department and feedback will follow.
Your reference number is AI***
We apologise for any inconvenience caused.
Kind regards
Jawaad
Telkom Social Media Team
Best regards,
RL
Rob L's updateReviewer Update
14 Jul 2018, 08:46Hi Jawaad, thank you for acknowledging my complaint. I'm attaching a copy of an email sent to Telkom's general email address which explains my complaint in detail. In particular the response to my account received recently. I just hold thumbs that someone can sort this mess out.
Ronb Luke.
Dear Sir or Madam
My cancellation reference numbers ***2; ***9 and *** for TIN ***; ***_1 and *** as well as dispute reference ***3 refer.
On 9 July 2018 I cancelled my account number *** with you for reasons better explained below.
I am really appalled at the treatment I’ve received by your ground agent and your sales call centre. Below is a sequence of events which led me to sign a 24 month contract for an uncapped 4Mbps Fibre/DSL data line
I took out a 24 month contract for a R599.00 Telkom uncapped home fibre/DSL which the Telkom agents were promoting at the Edgemead Shopping centre during December 2017. I advised them that I lived in Monte Vista which, at that time, was nearing completion of the fibre cable laying. The Telkom guy, Jaeyed Awood, (Cell No. ***) stated that they would place me on a 24 month uncapped ADSL contract and that when the hook-up to fibre was completed they would migrate me onto their fibre package. All that I would have to do was to notify Telkom of the "VT" number (VT-MVP-0B-0260) once the installation was completed.
On those conditions, I accepted the deal and signed up all the papers.
On February 1, Vumatel called and linked my outside box with a fibre unit into the house and was advised, by them, to notify Telkom of my "VT" number. This I did on the same day by phoning Telkom's sales division and was advised by "Angel" that they will place an order to have the necessary work done. I then anticipated a visitation by Telkom to supply me with my free router and for them to configure same to receive data via the fibre line as per their advertising leaflet given to me at the time of signing the contract (Copy attached).
On 12 February, while visiting N1 City Mall, I called in at Telkom and enquired after my "pending installation" and was surprised to be informed that there was no order placed on their system. They advised me to contact sales as they couldn't do anything for me in-store.
I contacted sales on the day (12 February) and went through the explanation of the contract I had signed. The agent took all my particulars and once again placed an order. He stated that while I was talking with him, he had e-mailed Vumatel with the order.
Immediately after having spoken with Telkom, I placed a call to Vumatel and enquired as to what would happen once Telkom had "placed an order". The lady informed me that once Vumatel had completed the installation of the box in my house, it was up to my ISP (Telkom) to provide the service. So I go back to Telkom and speak with another agent only to be told, once again, that there was no evidence of an order having been placed on their system. (This only 15 minutes after having spoken to their other agent who advised of the e-mail to Vumatel!!) In frustration I asked to be put through to a more senior person - enter Thabiso who advised me that he was the manager. He had been primed with my problem beforehand by the sales lady I had been speaking with.
This is the advise he gave me - I now have to take out a contract directly with Vumatel as Telkom cannot supply me with data on an "Unopen" system which belongs to Vumatel. I responded by reminding him that I was sold a 24 month contract by TELKOM and not Vumatel. "What happens to my 24 month ADSL contract" I asked him. I was told that I would have to cancel it and pay penalties for early termination. This is absolutely preposterous as Telkom advertised, canvassed and sold me an unlimited fibre/DSL service which they now publically admit that they cannot provide me with. Thabiso promised to liaise with his superiors and assured me that he would come back to me with a solution. I endeavoured to contact him on 14 February 2018 only to be told he was in a meeting. The lady that I spoke to took down my particulars and said that she would e-mail him with my request to speak with him. To date I have not had any form of response from Thabiso.
Time passed and without any feedback or responses to my queries, I left Cape Town where I stay and completed a two and a half month contract, working in Zeerust, Northwest. During that time I was called by a courier company which stated that a parcel was being delivered to my home in Monte Vista. I informed him that I was away from home and couldn't sign for the package. The parcel was ultimately delivered to a neighbour of mine. I was also contacted by a lady who questioned me whether I had received the parcel which, as I was notified, was a router. I explained to her that I would only return home on 28 June when she then stated that she would contact me again.
It transpired that during my absence from home, Telkom suspended my service advising me via SMS that the suspension was due to a "credit limit".
I responded with this email :
Date: 24 May 2018 at 09:36
Subject: SMS Message received from Telkom
To: *** Cc: ***, ***
Dear Sir/Madam
I received the following SMS from you : “Your account for customer *** has been suspended due to Credit limit”
Please can you inform me as to what this means? I’ve tried to get a fibre link from you since December last year and every time I make an enquiry I get told that it’s Vumatel’s problem not yours. I then get hold of Vumatel and they inform me that it’s your problem not theirs. So I’m stuck in the middle and quite frankly am totally ****ed off with your service.
I’m presently working in the North-West province until the end of June. I have a 24 month uncapped ADSL contract with you (Account No. ***) which I’m informed from my home address is not operating at present. A lady from Telkom contacted me last week enquiring whether I received a router from yourselves. I informed her that it was delivered to a neighbour of mine as I had explained to the courier guy that I was away from home until the end of June. The lady from Telkom, that phoned me, said that she would contact me again when I returned home and would then sort the matter out.
My problem now is that I don’t have any internet connection at home – has the ADSL contract been cancelled?? Please advise me as I’m at a great disadvantage of not being at home to solve these matters locally.
I have also received my latest account from you for the ADSL contract account (***) which is due and payable on 31 May 2018. I am not going to pay this account if my service has been suspended by you. My contact person at home is : Mrs Merlin Luke ***) who can assist you if necessary.
Regards Robert Luke
77 Visagie Street Monte Vista ***4556
Since arriving home on 26 June, I received my latest account from you which reflects a connection fee of R260.21 (This I am definitely not paying as my account has never, never been overdue at any stage and I do not know what you meant by quoting "Your account has been suspended due to a credit limit") I find this so ridiculous as I've never app**** for credit with your organisation, nor have I received the courtesy of anyone answering my email above.
Also on my account is an amount of R1499.00 for a Huawei B***. I never ordered this. I did however request that my ADSL be upgraded to a fibre line some 6 months ago and am still awaiting finality of this request. Your agent, Garth Mcloed ***) quoted me for a FREE router AND a range extender at the time that he promised me to upgrade the account. NOTHING has been done despite two visits to your store, numerous phone calls with your Sales Manager, Thabiso and at least three calls from Telkom ***) stating that Telkom would rectify this nightmare.
You will note, I hope, on your system that the two amounts that are under dispute on my account have been referenced to me by ref. No's ***2 & *** respectively. From this point on I would request that the two amounts be credited to my account as you will note from my most recent payment that I have excluded them.
I have since received a call from Telkom advising me that the two charges queried above have been reversed.
On 9 July I visited your Telkom store at N1 City and requested them to look up on your system to see what was happening with my service. I was informed that no order was evident for any upgrade to fibre and that I should contact the sales section. The agent did however say that she could complete the upgrade for me and that the monthly subscription would be R807 a month. I informed her that I was quoted R599 originally and that I could not afford such a high amount. I also informed her that I would like to cancel my account. She proceeded by providing me with instructions as to how to cancel by completing my request via your on-line service. This was undertaken by me on 9 July, 2018 where reference numbers ***2, ***9 and ***7 were emailed to me.
Today, 13 July I received my latest account from Telkom where charges of R369.52, R254.85, R1007.77, R695.05, R1725.00 and R1007.77 were included. These charges relate to VTH Fibre 20/2 Mbps, Installation and connection Fees (which were promised to me free of charge originally).
I immediately contacted your accounts section on 10210 and spoke to Xolelwa where I explained all of the contents of this communication to her. She completed a dispute which was referenced as No. ***3. I also mentioned to her that I did not notice the reversal of my other charges on my current account. Telkom have also charged me R24.86 for interest on non-payment. This relates to the charges which have supposedly been reversed and as such, I have no intention of paying this amount.
In light of the above my instruction to you to cancel all services pertaining to my account with you on the basis that the contract was **********ly sold to me by your agent by not informing me that Telkom could not supply me with a R599.00 24 month fibre/DSL service as advised and advertised in Telkoms advertising leaflet (Copy attached). (Refer to Thabiso, Sales manager at Telkom). Failure to cancel my contract will lead me to pursue the matter in court where I have a witness who can attest to the promises made by your agent, to me, at the signing of the contract. I will also repudiate any "early cancellation" penalties as I am not at fault in this matter.
I trust that we can settle this matter amicably so that I can now attend to what I required right from the beginning.
Regards
Robert R Luke
Cell : ***
RL
Rob L's update14 Jul 2018, 08:46
Reviewer Update
Hi Jawaad, thank you for acknowledging my complaint. I'm attaching a copy of an email sent to Telkom's general email address which explains my complaint in detail. In particular the response to my account received recently. I just hold thumbs that someone can sort this mess out.
Ronb Luke.
Dear Sir or Madam
My cancellation reference numbers ***2; ***9 and *** for TIN ***; ***_1 and *** as well as dispute reference ***3 refer.
On 9 July 2018 I cancelled my account number *** with you for reasons better explained below.
I am really appalled at the treatment I’ve received by your ground agent and your sales call centre. Below is a sequence of events which led me to sign a 24 month contract for an uncapped 4Mbps Fibre/DSL data line
I took out a 24 month contract for a R599.00 Telkom uncapped home fibre/DSL which the Telkom agents were promoting at the Edgemead Shopping centre during December 2017. I advised them that I lived in Monte Vista which, at that time, was nearing completion of the fibre cable laying. The Telkom guy, Jaeyed Awood, (Cell No. ***) stated that they would place me on a 24 month uncapped ADSL contract and that when the hook-up to fibre was completed they would migrate me onto their fibre package. All that I would have to do was to notify Telkom of the "VT" number (VT-MVP-0B-0260) once the installation was completed.
On those conditions, I accepted the deal and signed up all the papers.
On February 1, Vumatel called and linked my outside box with a fibre unit into the house and was advised, by them, to notify Telkom of my "VT" number. This I did on the same day by phoning Telkom's sales division and was advised by "Angel" that they will place an order to have the necessary work done. I then anticipated a visitation by Telkom to supply me with my free router and for them to configure same to receive data via the fibre line as per their advertising leaflet given to me at the time of signing the contract (Copy attached).
On 12 February, while visiting N1 City Mall, I called in at Telkom and enquired after my "pending installation" and was surprised to be informed that there was no order placed on their system. They advised me to contact sales as they couldn't do anything for me in-store.
I contacted sales on the day (12 February) and went through the explanation of the contract I had signed. The agent took all my particulars and once again placed an order. He stated that while I was talking with him, he had e-mailed Vumatel with the order.
Immediately after having spoken with Telkom, I placed a call to Vumatel and enquired as to what would happen once Telkom had "placed an order". The lady informed me that once Vumatel had completed the installation of the box in my house, it was up to my ISP (Telkom) to provide the service. So I go back to Telkom and speak with another agent only to be told, once again, that there was no evidence of an order having been placed on their system. (This only 15 minutes after having spoken to their other agent who advised of the e-mail to Vumatel!!) In frustration I asked to be put through to a more senior person - enter Thabiso who advised me that he was the manager. He had been primed with my problem beforehand by the sales lady I had been speaking with.
This is the advise he gave me - I now have to take out a contract directly with Vumatel as Telkom cannot supply me with data on an "Unopen" system which belongs to Vumatel. I responded by reminding him that I was sold a 24 month contract by TELKOM and not Vumatel. "What happens to my 24 month ADSL contract" I asked him. I was told that I would have to cancel it and pay penalties for early termination. This is absolutely preposterous as Telkom advertised, canvassed and sold me an unlimited fibre/DSL service which they now publically admit that they cannot provide me with. Thabiso promised to liaise with his superiors and assured me that he would come back to me with a solution. I endeavoured to contact him on 14 February 2018 only to be told he was in a meeting. The lady that I spoke to took down my particulars and said that she would e-mail him with my request to speak with him. To date I have not had any form of response from Thabiso.
Time passed and without any feedback or responses to my queries, I left Cape Town where I stay and completed a two and a half month contract, working in Zeerust, Northwest. During that time I was called by a courier company which stated that a parcel was being delivered to my home in Monte Vista. I informed him that I was away from home and couldn't sign for the package. The parcel was ultimately delivered to a neighbour of mine. I was also contacted by a lady who questioned me whether I had received the parcel which, as I was notified, was a router. I explained to her that I would only return home on 28 June when she then stated that she would contact me again.
It transpired that during my absence from home, Telkom suspended my service advising me via SMS that the suspension was due to a "credit limit".
I responded with this email :
Date: 24 May 2018 at 09:36
Subject: SMS Message received from Telkom
To: *** Cc: ***, ***
Dear Sir/Madam
I received the following SMS from you : “Your account for customer *** has been suspended due to Credit limit”
Please can you inform me as to what this means? I’ve tried to get a fibre link from you since December last year and every time I make an enquiry I get told that it’s Vumatel’s problem not yours. I then get hold of Vumatel and they inform me that it’s your problem not theirs. So I’m stuck in the middle and quite frankly am totally ****ed off with your service.
I’m presently working in the North-West province until the end of June. I have a 24 month uncapped ADSL contract with you (Account No. ***) which I’m informed from my home address is not operating at present. A lady from Telkom contacted me last week enquiring whether I received a router from yourselves. I informed her that it was delivered to a neighbour of mine as I had explained to the courier guy that I was away from home until the end of June. The lady from Telkom, that phoned me, said that she would contact me again when I returned home and would then sort the matter out.
My problem now is that I don’t have any internet connection at home – has the ADSL contract been cancelled?? Please advise me as I’m at a great disadvantage of not being at home to solve these matters locally.
I have also received my latest account from you for the ADSL contract account (***) which is due and payable on 31 May 2018. I am not going to pay this account if my service has been suspended by you. My contact person at home is : Mrs Merlin Luke ***) who can assist you if necessary.
Regards Robert Luke
77 Visagie Street Monte Vista ***4556
Since arriving home on 26 June, I received my latest account from you which reflects a connection fee of R260.21 (This I am definitely not paying as my account has never, never been overdue at any stage and I do not know what you meant by quoting "Your account has been suspended due to a credit limit") I find this so ridiculous as I've never app**** for credit with your organisation, nor have I received the courtesy of anyone answering my email above.
Also on my account is an amount of R1499.00 for a Huawei B***. I never ordered this. I did however request that my ADSL be upgraded to a fibre line some 6 months ago and am still awaiting finality of this request. Your agent, Garth Mcloed ***) quoted me for a FREE router AND a range extender at the time that he promised me to upgrade the account. NOTHING has been done despite two visits to your store, numerous phone calls with your Sales Manager, Thabiso and at least three calls from Telkom ***) stating that Telkom would rectify this nightmare.
You will note, I hope, on your system that the two amounts that are under dispute on my account have been referenced to me by ref. No's ***2 & *** respectively. From this point on I would request that the two amounts be credited to my account as you will note from my most recent payment that I have excluded them.
I have since received a call from Telkom advising me that the two charges queried above have been reversed.
On 9 July I visited your Telkom store at N1 City and requested them to look up on your system to see what was happening with my service. I was informed that no order was evident for any upgrade to fibre and that I should contact the sales section. The agent did however say that she could complete the upgrade for me and that the monthly subscription would be R807 a month. I informed her that I was quoted R599 originally and that I could not afford such a high amount. I also informed her that I would like to cancel my account. She proceeded by providing me with instructions as to how to cancel by completing my request via your on-line service. This was undertaken by me on 9 July, 2018 where reference numbers ***2, ***9 and ***7 were emailed to me.
Today, 13 July I received my latest account from Telkom where charges of R369.52, R254.85, R1007.77, R695.05, R1725.00 and R1007.77 were included. These charges relate to VTH Fibre 20/2 Mbps, Installation and connection Fees (which were promised to me free of charge originally).
I immediately contacted your accounts section on 10210 and spoke to Xolelwa where I explained all of the contents of this communication to her. She completed a dispute which was referenced as No. ***3. I also mentioned to her that I did not notice the reversal of my other charges on my current account. Telkom have also charged me R24.86 for interest on non-payment. This relates to the charges which have supposedly been reversed and as such, I have no intention of paying this amount.
In light of the above my instruction to you to cancel all services pertaining to my account with you on the basis that the contract was **********ly sold to me by your agent by not informing me that Telkom could not supply me with a R599.00 24 month fibre/DSL service as advised and advertised in Telkoms advertising leaflet (Copy attached). (Refer to Thabiso, Sales manager at Telkom). Failure to cancel my contract will lead me to pursue the matter in court where I have a witness who can attest to the promises made by your agent, to me, at the signing of the contract. I will also repudiate any "early cancellation" penalties as I am not at fault in this matter.
I trust that we can settle this matter amicably so that I can now attend to what I required right from the beginning.
Regards
Robert R Luke
Cell : ***