Horrible Customer Service.

I want to raise a how deeply disappointed I am in Telkom.

I have been a loyal customer for more than 4 years, however I keep getting terrible service and I pay a lot of money to Telkom.

I have upgraded my contract via the call centre. I have app**** for the iPhone 15. I receive the device more that 2 weeks later than my application on the 18th of August. The device was faulty, kept on freezing and battery overheated.

I then asked to the device to be collected in exchange for a different device. The courier came and fetched the device on the 22nd of August.

Since the 22nd of August I have not received any form of communication from telkom to confirm if they have received the device or what is happening with my account. The only evidence I have are numerous calls from myself to Telkom following up everyday and the collection slip from the couriers, they keep telling me the iPhone 15 is still active on my account and in the process of being cancelled, I can only apply for a new device once that order is cancelled. No one can assist me, HOW???

I have went as far as going in store to ask for help but they can’t assist me because I have done the upgrade via the call centre. They cannot cancel the order because I will pay penalty fees.

Up until today, no correspondence to put me at ease. How can it take 3 weeks to cancel and reorder a new device??

If this iPhone 15 shows up on my bill this month, I will sue Telkom. I am not going to pay for a device that I do not have in my possession.

I am deeply upset and as a paying customer, I want a full explanation as to why I am getting such treatment as well as the device I have app**** for.

Thank you