POOR AND PATHETIC SERVICE OF CUSTOMER SERVICE(MICHELLE ROHAN-***)

Item: Telkom
Rating: 1
Author: Michelle R

I received a telephonic offer by Telkom Mobile to purchase a HUAWEI LTE WIFI ROUTER on the 8th of September 2016 at 16:10.(Durban ,KZN) The sales consultant name was Shannon.Her employee number is : UZ56019. As per the consultant,the terms of contract ,was that the monthly instalment for the device would be R299.00 per month.In addition ,I would get 25 GB as a whole (open) for the month. I agreed to the terms and subsequently furnished my personal details and my bank details to conclude the sale. I received the device on the 13th September 2016. I tried to activate the device ,but failed to do so.I went to the Bluff Telkom store on the 18th of September 2016 for assistance.I was advised that the sim card was not activated.I was also advised to contact Telkom Mobile directly to activate / rica the sim. In the meantime , I have been trying to contact Telkom Mobile the whole week ,but to no avail. On the 22nd of September ,I went to the Telkom store in Gateway,Umhlanga to sort this issue out.This Telkom store discovered that the simcard was faulty and a simswap was done.She also advised me that the monthly instalment was R350 per month and not R299 per month.There was additional costs added which was not discussed by Shannon(consultant).In addition , I was informed that the 25GB was not open,that is, 15GB at daytime and 10GB at night.I was falsely and *****ently misled by Shannon to accept this purchase. On the 26th September 2016, I called Telkom Mobile to cancel the contract.I was advised to email or fax the cancellation form.The cancellation was emailed to me on the 26th September 2016. I completed the form and emailed it on the 27th Septemeber 2016.This was within the seven day cooling off period from the activation of the simcard. I received a call from Lesego(Telkom Mobile consultant) on the 13th of October 2016 at 16:30 confirming my letter to cancel(Reference Number ********** 3 ).He advised I would get feedback within 7-14 working days to listen to the sales conversation.Lesego arranged for the device to be collected by COURIER IT.The device was collected on the 14th October 2016 at 14:15. I called Telkom Mobile on the 1st November 2016 at 16:50 as I did not receive any feedback. The device was collected by COURIER IT. On the 3rd Novemeber 2016,I received a sms from Telkom Mobile that the case has been NOW resolved(CASE NUMBER ********** 3).I also sent an sms on the 3rd Novemeber for a consultant to contact me because my account was debited for an amount of R423.70.Please note at this time, I did not have the devise in my possession and could not have used the device. On the 7th of Novemeber 2016,I called Telkom mobile again at 13:09. I spoke to a consultant by the name of NONSIKELELO who advised me that they were still waiting for the sales conversation.I then asked to speak to a teamleader.I was then advised there was no teamleader available as they were busy at a meeting.I left a message for a teamleader by the name of NKOSIKONA to call me ASAP , which he did not. I still did not receive any feedback from Telkom Mobile consultants and teamleaders.On the 23rd November 2016 ,I called Telkom Mobile and spoke to LONDISWA @ 14:30. She told me that there were still waiting for the sales converstion.I asked to speak to a manager and I was told to call before 13:00. I called again on the 25th Novemeber 2016 ,at 11:30 .I spoke to KAUTLYN ,querying my refund and cancellation.He also advised that there were waiting for the sales conversation.He created a reference number for the refund ,reference number ********** 1.I would also get feedback between 7- 8 working days.On the 30th November 2016,an amount of R299 was deducted from my account. I called on the 1st December 2016, at 11:25 to speak to a manager.I spoke to LUNGILE MNGOMEZULU ,who said that a manager will call me.The manager's name was LETOYA PARKER. She was in a meeting and did not call me back.I called back on 1st Decemeber at 16:15 and I spoke to a consultant by the name of NKOSIKHONA to speak to a manager.This guy put me on hold for 30 minutes . I still was not given the opportunity to speak to a manager.I left the message for the manager by the name of LUTHANDO NGCOBO to contact me.On the 2nd December 2016 , I receieved and sms with a new reference number - ********** 0,for the case to attend to. I have since not received any feedback from a consultant,teamleader and a manager as yet. On the 10th December 2016 ,I received a sms from Telkom Mobile to pay an amount of R598. I would be pleased if Telkom can sort this problem out.This is the fourth month that Telkom Mobile is giving me the run around. Regards Michelle Rohan Cell: ********** 567

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