Sales trap

13 September 2018 I went into Telkom Mobile Mall of the South to take out a new contract for an iPhone on a 2GB deal for R449 and a 20GB mobile data with router deal for R249. During my discussions with the sales agent, we agreed that my first debit will off my account at the end of October for a pro rata price this month as well as October's full subscription. He advised me about a spend limit on my accounts but failed to advise me that my services would not be full amount, after I repeatedly asked this and he assured me that I would have everything ready to use when I got home. He also advised me that the device would tell me when the data was running low and ask for my permission to continue using any extra data.

When I got home at 15:30 I began loading the iPhone and restoring my previous account which was complete within 30 minutes. I then went to sleep and left the phone without having opened any applications. To my surprise at 20:15 when I wanted to connect a new device to the WIFI then it told me that the bundle is depleted. I gave me no warning about it being low or requesting my permission to use additional data. When I called your customer care to enquire I was told that I only had 6GB of daytime data and not 10GB, of which I was told that 2GB was used between 15:30 and 17:30 with an additional 3GB being used between 18:00 and 20:00 which I do not understand as it was done with restoring the device and only did updates for apps that I had manually selected before it was anywhere close to ending.

I went to the store to enquire and was met with denials and advised that it was all explained to me and that I was supposed to know what pro rata meant. I advised them that only the pro rata of the price was explained and not the data to which the agent responded that he is not supposed to tell me about the data, which amazes me as I find that dishonest and lacking transparency. The agent did not even address that I never received any warnings but instead told me to download the app and manage my spend. I went home and again attempted to load data and try but it still kept flying and I could not see what is eating all that data.

I have repeatedly tried to look at my detailed usage on the Telkom app but it always says that "We are currently encountering a problem retrieving your info. Please try again in a few minutes" so it makes it impossible for me to understand how it is being used. So after only one day of having taken this package I feel very angry at being trapped in this deal as I was told by your store agent that according to CPA I am not allowed to return the modem as cooling off period does not apply to walk in customers, even though I do not see that in the CPA under section 20 that refers to the return of goods. I am happy with the phone deal but am not happy with the data deal as it is not offering me the protection and benefits that were promised to me by the agent as I have no control over the data usage and can't even see what is being used so that I can be aware of the spend so at this point I am ready to return the modem because it is of no benefit to me to pay for something that I did not agree upon and am not happy with being ill advised about something that affects my ability to honour a 24 month contract. I always thought that companies strive to make their customers happy but on the 2nd day of my contract the honeymoon period is over and I am stuck with feelings of regret about what I thought was the best deal.