Misinformation given to clients

Information given in store and information provided via the call centre does not correlate. They are mis informing clients.

We have been clients with Telkom for more than 10 years. We have an LTE data contract. We upgraded May 2025 to a 20mbps upload & download - unlimited. Recently we have been receiving messages that the data is depleted (this was concerning since we had an unlimited contract). We have barely had any network for days on end (extremely frustrating). We went in store to Waterfall Mall in Rustenburg to enquire. We were told "sorry" it's bottleneck.... they logged a call and nothing changed.

We enquired at Telkom Rustenburg Mall on 1 May 2026 on whether we can cancel the contract and what cancellation fees are payable. We were told that there are no cancellation fees and that the device can still be paid monthly via debit order.

On 30 May 2026 we went to the Telkom in Waterfall Mall and explained again that we never have any network and we are paying for a service we don't receive. We asked again whether we can cancel the contract and if the device can be continued to be paid via debit order... again it was confirmed. However, when we wanted to proceed to cancel the contract the consultant explained that the cancellation system is offline and they are awaiting their cancellation forms. She logged a call for the call centre to give us a call back within the hour. More than 48 hours later we received a call back and were then informed that the contract can be cancelled and outstanding amount on device must be paid immediately and cannot be continued to be paid monthly...

How is it possible for the stores to provide one set of information and the call centre another set of information! The complete arrogance and rude "assistance" of the call centre consultant is utterly frustrating!

AND STILL THERE IS NO NETWORK!

Telkom just lost one of their loyal customers due to incompetence and false information!