Furious Customers!

Our Household has had 2 cased open for more than a month with no contact, no resolution and no consideration for customer service.

After several hours of calling their call centre, (Which does not have the ability to resolve any problem, nor can they direct me to the correct department), I was advised to send an email to an individual within the company if I have any further complaints. On 23 August 2018 I did exactly as I was told and a week later no response!

An edited version of the emails sent are below.

To: ********** Good day Please note that I have been struggling with Telkom for far too long with the below complaints and would appreciate some urgency with closing these cases by the end of this week! 1. I took out a contract through Mondo in June. The device was delivered to me in July because payment was required to activate the account. When the device was delivered, I did not activate the sim card and the device was never used by me because it was not suited to our needs. BEFORE the 7 day Trial period was over, I logged a closure of the account, and the device was collected the same day. I called to find out when I will receive my refund and was told to wait 21 days. I Received an sms on 26 July confirming that termination fees have been waived and a credit will reflect on my next invoice. On 31 July ANOTHER debit went off my account. I called Mondo to find out why the debit was processed and was informed that the device was only returned to the warehouse the previous week! I told her that it is not possible, YOUR courier collected the device about a month ago. She then informed me that the devices are sent to the branch and kept until enough devices were there to send them to the warehouse in BUL**** This is clearly an attempt for your company to save costs. However, I DO NOT SEE WHY THIS SHOULD AFFECT ME AND MY POCKET!!!!!!!! I have been calling your *********** call centre Since the 6th of August trying to get this resolved and have only received PATHETIC responses. I have requested to speak to a manager and the call centre agent sent an email THAT WAS IGNORED. The call centre has stated that only R200 odd is refundable, which is not acceptable. I WANT EVERY CENT BACK THAT WAS TAKEN FROM ME BY TOMORROW!! I DID NOT USE YOU PRODUCT AND IT WAS RETURNED 3 DAYS AFTER IT WAS DELIVERED!!!!! 2. While this was happening we found the correct product for our household and was ordered by Elaine B IN JULY!!!!!!!! We were given a 10 day turn-around time. And guess what….. WE ARE STILL WAITING!!!!! No one has bothered to contact us aside from an automated sms that gives us NO information on what the problem is, and when to expect our device. Just to add, I did not approach Telkom, they called me to market their products. This was almost two months ago. Since I was shopping around for a similar contract, I signed up. I have had no feedback except the weekly sms's telling me about technical issues but when I call the call centre for more info, they are unhelpful and unwilling to find out what is happening. Coincidentally, the last sms I received was on 13th August. When I phoned in this week, the agent muttered that the systems were down and dropped the call before I could say anything. I am trying to understand if Telkom decided to discontinue the package because it cannot be due to a shortage of routers as they advertise data packages with free routers daily.

We are FED up with this pathetic service and I will be EXPECTING management who can do something about these complaints from the relevant departments to phone Elaine and I TODAY to resolve it. I am NOT prepared to wait any longer! Maegan Ref: ********** 5

***************************************************************************************** Can we please have a response confirming that you have received these emails and that you are doing something about it.