Incomplete order - No resolution on when it be resolved - Skynet worldwide

Dear Telkom Complaints / Escalations Team,

I am writing to formally escalate an unresolved issue regarding my contract upgrade completed on 08 January 2026.

The upgrade was fully approved, and I received SMS confirmations stating that I would receive both a Samsung S25 FE and a Samsung Watch within three (3) days.

On 13 January 2026, Skynet delivered only the Samsung Watch. Upon immediately contacting Skynet, I was informed that Telkom had only handed over one item to them and that no separate delivery for the cellphone existed.

I then contacted Telkom to report the incomplete delivery. Since then: - I have made multiple calls and sent multiple emails - I have spoken to several agents (details can be supp****) - I have been provided with inconsistent turnaround times - No resolution has been achieved to date

To be clear: • This is not a delivery dispute • This is an incomplete fulfilment of an approved contract upgrade • Skynet has confirmed Telkom did not dispatch the cellphone • Telkom confirms that all items has been dispatched as per delivery note there are 3 items on it

Signing the delivery note only confirms receipt of the item delivered (the watch), not of the full contract package promised.

I hereby request: 1. Immediate dispatch of the Samsung S25 FE as per the approved upgrade OR 2. A written resolution plan with a fixed delivery date

Should this matter not be resolved within 5 working days, I will escalate it to external regulatory bodies, including ICASA and the National Consumer Commission.

I trust this matter will now be treated with the urgency it warrants.