Pathetic service and *********** staff at FOREST HILL TELKOM!!

We opened a smart broadband wireless 10 GB deal on the 4th of October 2017.

The smart broadband wireless 10 GB deal:

10GB Night-Surfer , Huawei B315 , 10GB Telkom Data , 10GB Night-Surfer (Double Data VAS Included)

0 CAP

The deal was priced at R249 PM for 24 Months.

The first debit was supposed to go off on the 31st of October 2017.

The debit order did not run and we waited until we received the statement today 06 November 2017.

The statement was reflecting R765.81 and this was shocking.

We then went back to the contract to see what the chargers for the overall contract were. We found out that the incorrect banking details were captured by the sales agent (Phathutshedzo) at the FOREST HILL TELKOM BRANCH.

It was shocking because all the supporting documents were submitted to her. She then captured all the information and she made my partner sign on the electronic signature pad. She said that she must just sign as she will just receive the contract in email format. We thought since we are living in the 21st century its because we are transforming into a paper less environment. (ECO FRIENDLY)

My partner signed and that was it.

Dating back today 06 November 2017 we went back to the FOREST HILL TELKOM BRANCH to update the banking details so that the proper details can be used as the ones captured were reflecting Standard bank and my partner banks with Absa bank. We were assisted by the very same sales agent (Phathutshedzo).

To our surprise the sales agent said in a calm manner "Oh sorry, it was my mistake BUT you are still liable for the payment for the first missed debit order. You can go to Absa and make a cash deposit"

We asked why should we go and make a cash deposit as we know that the debit order was in place but due to their incompetence now its my mistake....?

She then captured the correct details and updated the profile. There is nowhere where my partner signed to acknowledge that her details have been updated.

She then said that she will log a case with her support desk to query the mistake that she has made as my partner refused to pay for her mistakes.

She could not explain as to why the bill was so high and what the amounts that were reflecting there meant.

She said it must be the pro rata charges which she can not explain but the billing department can explain it. She then called the billing department and we spoke to Slindo Mgenge TELKOM BILLING agent. She mentioned something very interesting.

She said that "The sales agents in the store have the ability to explain the bill and the chargers of pro rata. She also mentioned that the reason the bill could be high is because you are not capped. You have a open line"

We then asked for the Interaction ID so that we can get the recording of the call: ********** 28

The sales agent in the store was persistent that she had capped the line at 0 as per our request to avoid such matters.

There was another lady who was taking out a contract next to us and a different sales agent was explaining the pro rata cost to the last detail.

This was shocking because we were told that they NEVER break down the pro rata. We were told we will see how much they will bill us.

In conclusion:

1. We provided the correct details for their mistake. 2. They gave us false information and no-one could explain our statement. 3. We decided to cancel the contract and we were told that we are liable for the payment because we signed a 24 Month contract. (FUNNY ENOUGH WITH THE WRONG BANKING DETAILS AND STREET ADDRESS) 4. There was no verification process that was followed as my partner never received communication from TELKOM asking to provide the correct details. 5. The manner they said we will have to pay was RUDE, UNCOUTH, UNPROFESSIONAL AND STRAIGHT UP DISRESPECTFUL.

Due to the poor service and false information, we would like to cancel this contract with immediate effect.

This would have resulted in an ITC listing if we didn't pay close attention to detail. They just said "Sorry" and would this sorry pay up my cancellation fee as I am not interested in continuing with this contract.

They have insulted me and my partner as they were just taking this lightly as it was not a major mistake.

I no longer want to be in that false contract and i would like your assistance in this matter.

My TELKOM account details:

********** 42

The branch details:

Located in: Forest Hill City Address: 89, Marie Rd, Monavoni, Centurion, 0157 Hours: 9AM - 7PM Phone: **********

Please contact Thabang Masango who is the account holder on ********** 462 / **********