Pathetic service and customer care

Telkom Sent Incorrect iPhone 16 and Failed to Resolve – Unacceptable Service

I am writing to formally lodge a complaint regarding extremely poor service received from Telkom concerning an iPhone 16 order.

I received the phone on 28 November 2025. Upon opening the package, I immediately noticed that the device was incorrect. I had ordered an iPhone 16 (256GB), but Telkom delivered a 128GB model instead.

On the same day (28 November 2025), we contacted Telkom to report this error. We were advised that Telkom would arrange for the incorrect device to be collected. The phone was subsequently picked up on 01 December 2025 at approximately 14:50 by a courier.

Despite this, we received no email, SMS, or any form of confirmation that Telkom had received the returned device. We waited a few days, assuming the matter was being processed internally.

On 04 December 2025, we contacted Telkom again to follow up. During this call, we were transferred between multiple call centres and departments without receiving any meaningful assistance. We were told someone would contact us, but no one did.

Due to the lack of feedback, we completed a survey to report the issue. Only on 11 December 2025 did we receive a phone call, during which we were assured that the matter would be resolved.

However, on 15 December 2025, we received an SMS stating: “Your request has been received and your final invoice after your cancellation will be in the following month.”

This message is completely unacceptable and illogical. The phone has not been in our possession since 01 December 2025, and we notified Telkom on the day of delivery that the device was incorrect. There is absolutely no justification for charging us for two months for a device we never used and never kept.

We fail to understand why the contract was not cancelled immediately when Telkom was informed of their mistake on 28 November 2025.

This entire experience reflects poor communication, lack of accountability, and unacceptable customer service. Telkom’s error has caused unnecessary stress, wasted time, and potential financial loss.

We request: • Immediate confirmation that the contract is fully cancelled • Written confirmation that no charges will be billed for the incorrect device • A corrected final invoice showing a zero balance

This situation is unacceptable and requires urgent resolution.