Policy < Service

I’m halfway through my contract and all of the sudden experiencing problems with my monthly Whatsapp and Music Streaming data. I spoke to someone on Sunday 7th Feb after I ran out of Monice data and was unable to send any whatsapp messages or listen listen to music - even though I had over 2G’s whatsapp data and over 11G for streaming.

I was promised the issue would be logged and that a supervisor would get in touch with me within 24hrs. The 24hrs passed - no contact from Telkom as I’ve been advised. I received an email Tuesday afternoon that the issue was “resolved” and that case was closed. Still no call back.

This morning I phoned and spoke to three different agents. The first call dropped ( due to telkom’s poor network coverage). The second agent just didn’t sound very clued up with the policy and processes so I dropped the call. The last guy I spoke to told me this and it blew my mind: “Sir, you can only use your whatsapp bundle if you have an additional telkom/monice bundle. You can only use it to send text and voice notes. Sending pictures and videos, and uploading statuses uses your normal telkom/monice bundle” So with 1.6G data remaining from my whatsapp bundle I cannot use now because I have to buy additional data. With over 11G of Music streaming data “that can be used to listen via Apple Music and YouTube you need to have additional data of at least 25mbs in order to make use of this streaming data”

Does this make sense to anyone? Or anyone that has been or is in a similar situation? Could y’all kindly advise ...