POOR COMMUNICATION

I app**** for a mobile contract by submitting an application form to ********** on 8 Sep 17. I received communication for the first time from Wendy Baloyi in Business Volume Sales on 18 Sep 17 for documents to process the application. From 18 Sep to 26 Sep I had, on several occasions queried the status of the application as well as tried to understand from Wendy whether the package I had selected came with the Virtual Reality (VR) accessories but never received a response. The reason I queried this was because I had only chosen to take the package out since it was bundled with the VR accessories. My application form also clearly stated that I wanted the VR accessories.

I then received approval the contract has been approved on 26 Sep 17 and the package was delivered on 27 Sep. The fact that Wendy had never rep**** to me, I assumed that the package I had selected came with the VR accessories. When I opened the package I noted the VR accessories were not delivered and immediately emailed Wendy to change the package. Her response to me was not one of concern but rather quite aggressive indicating that I had not requested the VR accessories. However, as I mentioned above I had clearly indicated on the application form I wanted the VR accessories.

Subsequent to that Wendy had not rep**** to me to the 3 Oct when I had followed up, to which she indicated she will be confirming with the back office and will get back to me. I had not received a response. I then followed up on 4 Oct with no response. I received a mail from Wendy at 8am on 5 Oct indicating that will be charged a downward migration fee but she will speak to her manager to get me the accessories and for me to stay on my current package but she will back to me at the end of the day. Never received feedback. I followed on 6 Oct only to realize she is out of the office.

At this stage I indicated to her that this needs to be resoled or I am cancelling the contract and Telkom should arrange to pick up their device. I had not received a response on 6 Oct nor on 7 Oct.

Today is 9 Oct, up to 3pm I had not received any feedback from Wendy. So at 3pm I had once again followed up with Wendy, and at the time of this complaint I had not received feedback (16:20).

In addition, I look at my bill and see the device charge is not pro rata, which the call center agent indicates that Wendy should have explained to me. Wendy did not explain any terms or conditions to me!!

All of the above gets further frustrating when Wendy does not answer her cellphone or her office phone!!

I am at the stage where I want Telkom to cancel my contract and arrange for pick up of the device! I do not want to go through a contract period with a "service" provider that cannot do complete a fundamental process like SALES efficiently.

The full email trail of all our communication can be provided.