Impossible to Get my Address Changed and my Contract upgraded

When I moved to Amanzimtoti 5 years ago, when it was time for my cellphone upgrade, I took proof of address and all required documents to the Telkom store and received my upgrade. Sadly, they did not change my address, which is now proving to be a challenge when trying to apply for my next upgrade. The experience I had was really not great.

I also emailed them after noticing my old address on a statement and was told my address has been changed.

Firstly, I was due for an upgrade on the 7th of March. When I called the Telkom sales line I was told it's only due on the 17th; then when I called on the 17th I was told it's due on the 23rd. When I called on the 23rd, after doing the security check, I was told I qualify for an upgrade, but they cannot change it over the phone; I must go into the branch. As a disabled person this is an inconvenience, as I now have to arrange transport and someone to go with me to the store.

I went to the Telkom shop in Galleria, Amanzimtoti on Amanzimtoti on Saturday 27 March. The whole of Telkom was offline and it was unsure when a technician would be available to resolve it. However, the people at the store were very friendly and tried their best to help me under the circumstances. One of the store consultants got hold of an agent, told the agent that she was standing with the proof of address in her hand and asked the agent to change the address. The agent on the phone confirmed to the store clerk that the address has been changed. Problem solved, I thought.

Yesterday I was called back to the shop by one of the store clerks in order to complete my upgrade. However, here's the good news (sarcastically speaking): After numerous unsuccessful tries at checking my thumbprint on their system, they were unable to help me.

Not a problem, I thought; my address would now be correct. So today (Monday 29 March), I called into the store. First time I was told that the phone I am looking for is no longer part of the original special, and the agent promised to call me back with the details. Note: He did not do an address check with me, but he also did not call me back either.

So 3 hours later I called back and was told that we can proceed with my upgrade but the address is incorrect. It is still the old address, and it cannot be changed over the phone. Sad to say, but then I lost it, resulting in a lot of shouting and a pointless conversation. I feel bad, but it's not the agent's fault, but I am just so annoyed and fed up with this poor service I am getting.

1. I am glad that they are taking security seriously; I really appreciate it. But if a security check has been done, why can Telkom not change my address over the phone, or at least provide me with a way in which I can submit my proof of address? One would think that in COVID times, we would try to limit the need to have to go in to a store? 2. The big question: How on earth can I get my address changed? Yes, I can go to the shop; I can swipe my thumgs over and over again, only to be sent away unhelped. The agent told me it's a simple matter to go into the store and change my address, but the thumbprint stops me there and then. So: How can I change my address?