Misleading Information and Charges for Early Upgrade (2months)

I am writing to formally express my dissatisfaction with the service I have recently received from Telkom. I have been a loyal customer for over 12 years; however, this experience has left me frustrated and disappointed.

In October, I was notified via the Telkom app that I could renew my contract two months prior to its expiration in December, without incurring any additional charges for the device upgrade. Following this, I contacted Telkom's Thuso bot on your website for clarification. The bot specifically confirmed that no device fee would apply to an early upgrade, ensuring me that this offer was valid as stated.

Despite this, I am now facing an unexpected and unjustified charge of R1200 for upgrading two months early. I have retained screenshots of my conversation with the Thuso bot to verify this information, which clearly shows Telkom’s assurance that no extra fees would be incurred.

On the Telkom app, I was advised that I was eligible to renew my contract as of 23/10/23. Given that it is now 2024, the app’s messaging indicated that I could renew without additional device fees for a full year. Yet, I am still being charged for the device fee for the last two months.

After noticing these inconsistencies, I called Telkom Customer Care at 11:00 a.m. on November 7, 2024, and was connected with a representative named Babalo. I spent 1 hour and 9 minutes on this call, during which Babalo struggled to provide information regarding Telkom’s terms and conditions. He repeatedly put me on hold to consult his Team Leader, but despite the lengthy call, he was unable to resolve my issue or explain the basis of this charge. This lack of support from Telkom left me feeling frustrated and furious.

I find it unacceptable that Telkom is not honoring the information provided through its official channels. Such practices undermine the trust customers place in Telkom's commitments and services. As it stands, Telkom is not adhering to the terms and conditions as communicated through its app and customer service representatives.

I respectfully request that the R1200 charge be reversed immediately. Should this issue remain unresolved, I will escalate this complaint to ICASA and the Ombudsman for further investigation and intervention.