I have been misled by Telkom store in Sandton city mall

Telkom store in Sandton city mall

I have never experienced such a biased agent at the Telkom store like the one I did today. I took a contract with Telkom last year June, with the intention of getting more data at an affordable price. Obviously after exploring my options with other networks I took on the contract with them and the former agent that was helping me at the store didn’t explain the terms of my data expiring date and which will then cut off on the 14 march under the impression that I would have the data till the end of my contract.

So, long story short I make a query at the store and they opened the case which and said I should receive feedback after 72 hours and those hours doubled, went to the store again couldn’t get help so I asked for the number to call for a follow up and spoke to a consultant/Telkom support team who then updated my case and told me that “it’s a store issue, you should return to the store.”

So, I returned for the 3rd time, back with the same issue, the same agent who then told me straight their promotions run for 3 months and refused to contact “The support team” for clearance with regards to the update of my case, why? because he is not the one with the issue. And again had to call the “support team” while at the store the agent picked up I then got her up to speed with my story and the resolution was "No Thabiso we can’t give you your data back and as Telkom, we apologize for the employee who made a mistake.”

I then raised the fact that I had data for more than 6 months when my data was supposed to expire at month 3, which supports my impression of having data until the end of my contract and their reply to that was: "Telkom made a mistake and we would like to apologize again for the technical malfunction".

So, in conclusion, the store won’t take responsibility for the mistake that their former employee made. Telkom makes a technical mistake. The store can call you when you are approved for taking on a contract but not when they receive feedback from your case.

I tried to offer a resolution for all these mistakes to terminate my contract but they refused and asked me to pay for a cancellation fee. I asked the support agent to have the manager to call me back ASAP and I’ve been waiting for 3 days now.