OB Mo***eng's mobile contract issues

Hi All

In May 2017 I went to Telkom Shop at CradleStone Mall in Roodepoort in the West Rand to view and purchase an LG G6 mobile phone. Upon my arrival I was assisted by one the consultants in explaining the contract for the LG G6 phone. I was told that the phone was R549 on a FreeMe 1GB contract and it comes with Lg Electronics Tone Ultra Hbs-810 Bluetooth Wireless Stereo Headset and a 64GB Memory Card which was displayed on the Telkom brochure which was used to show me the items that comes with the phone. I liked the contract and I was lured by the fact that the phone comes Lg Electronics Tone Ultra Hbs-810 Bluetooth Wireless Stereo Headset and a 64GB Memory Card. I than proceeded to fill out the forms to purchase the phone on contract and was told the it will be a two year contract(cell# ********** 111) and the cost of the phone will be R549p.m. My start date for my contract was the 27th May 2017. The next day I was told to come fetch the phone. When I got to the store I was given the phone and I was told that the Lg Electronics Tone Ultra Hbs-810 Bluetooth Wireless Stereo Headset and a 64GB Memory Card I won’t get now because they need to order the two items. I than asked when will I get the two items and I was told that I will get the items within a week or so because they had to place an order to be delivered at Telkom Mobile Shop at Cradlestone Mall. I advised the shop the guy to call me on my cell seeing that all my contact details were on the contract I took out.

A week passed and I tried calling the store via landline but the numbers didn’t go through. I than proceeded to go to Telkom Shop to get feedback on the two items I still needed to get. I was told that Vasco Khoza is still looking too see if he can order the two items (Lg Electronics Tone Ultra Hbs-810 Bluetooth Wireless Stereo Headset and a 64GB Memory Card) and they will call me when the item arrive. One and a half month passed without no feedback nor update on the items and I went back to the Telkom Shop at Cradlestone Mall to enquire what is delaying the arrival of the two outstanding items. I was told that Vasco Khoza is still trying to get the outstanding items. An email that was sent to him to remind him to order the missing items. The email was sent on Tue, Jul 11, 2017 at 6:26 PM. I gave the store clerk my email address and cell numbers to contact me and give me an update on the two outstanding items. I was told that feedback will be given within the next two days. The store clerk gave me their email address which reads ********** so I can contact them seeing that the store’s landline doesn’t work at time. On Thu, Jul 13, 2017 at 4:01 PM I sent a follow email stating when will I be able to get Lg Electronics Tone Ultra Hbs-810 Bluetooth Wireless Stereo Headset and a 64GB Memory Card that was promised when I signed the contract. I didn’t get a response for email I sent. I subsequently sent another email on the Fri, Jul 14, 2017 at 1:27 PM asking for the feedback and still to no avail. Please attached email communication

I proceed to call the store (Telkom mobile shop) and to my amazement I got through. I asked the store clerk about when I haven’t received feedback on my emails and why I was not even contacted to be given an updated on the outstanding item. I was told that the items are not at the store and it is difficult trying to get the two items. I was never told why I was not given and update and even contacted at all. I had to call and get updates and waste my time going to the store and getting the same feedback for two months. I then asked if the two items can’t be ordered then what happens form here on. I was told by the store clerk that he doesn’t know what to do because as I was told that they can’t order the two items. I asked to speak to the Store Manager and I was told that the store manager will still tell me the same thing I was told by him(store clerk). I was told again that they will contact Vasco Khoza to get an update and I will be with the next 24hrs.

I called the store again on the store on Wed, Jul 19, 2017 at 3:55 PM to get feedback again and I was told the same tory again. i was rudely told by the store clerk that he has nothing to say to me because he keeps telling me that the two items they can’t order anymore. I asked him the LG G6 phone was advertised on the brochure that the phone come with Lg Electronics Tone Ultra Hbs-810 Bluetooth Wireless Stereo Headset and a 64GB Memory Card and the only reason why I bought the phone at Telkom was because of these two items. I was then told that there is nothing he can do because I don’t want to understand that the two items they are unable to get them. I asked to speak to the manager and she(manager) tells me that the Lg Electronics Tone Ultra Hbs-810 Bluetooth Wireless Stereo Headset and a 64GB Memory Card are added extras for the phone and these items are “while stock last”. She then tells me that the clerk who assisted me when signing the contract was supposed to explain to me that the items were “while stock last” but when I told her that this was not the case because I was not explained what she if referring to. The clerk agreed that he didn’t explain that these items are “while stock last”. I asked the manager that on the brochure it is not stated the two items are “while stock last” and even on the online deals it’s not stated at all. This deal ended in July 2017. Please see below image

I proceed to ask the manager so what happens now seeing that I won’t be able to get the two item I was promised and the reason why I bought the phone on contract. She then told me she can’t do anything in terms of getting the two items for me. I then asked her so if that the case I want to cancel my contract with Telkom and I won’t be liable for any cancellation penalties because what I was promised to receive in terms of the whole package when I signed the contract has not being met or given to me. She then told me if I cancel the contract I will be liable for the penalties incurred and still stresses that the items were “while stock last”. She the rudely tells me that I need to make a decision if because cancelling the contract is not an option.

My issue is how can Telkom advertise a phone to be sold, the store clerk doesn’t even explain the whole terms of conditions to the clients and the manager doesn’t give a **** on whether the client was sold a phone that didn’t come with what was advertised. I waited two months for those items and still I haven’t received anything from Telkom. The staff at Telkom store at Cradlestone mall are *********** and don’t know how to treat their clients/customer.

I need to know what happens with the Lg Electronics Tone Ultra Hbs-810 Bluetooth Wireless Stereo Headset and a 64GB Memory Card that I was supposed to receive when I purchased the phone and can this be treated as an urgent matter because I have been waiting for over two months now.