SERVICES PAID FOR BUT NOT RECEIVED

We would like to submit an official complaint against Telkom for poor customer service and services paid for but not received.

We upgraded our service on February 21, 2018 upon the recommendation from Ms. Sibongile Sivuku Senior Operations, Small and Medium Business Services, from a 4Mbps Line to the UNLIMITED BUSINESS 10MBPS which is supposed to include the Callcatcher (Waitingcall, Callanswer and Identicall) as well as unlimited anytime fixed to fixed & Telkom mobile calls, a discounted call rate of R0.50 to other mobile operators and 12 predefined popular international destinations at R0.79. We received the 10MBPS line but up until now (2 months later) we haven’t received all the features and benefits of this upgraded plan.

We currently have an Opticon switchboard IP32. When the technician came out after the upgrade on Friday February 23, 2018, to set up the new services, he informed us that we need a card to set up the Callcatcher (Waitingcall, Callanswer and Identicall) as well as unlimited anytime fixed to fixed & Telkom mobile calls, a discounted call rate of R0.50 to other mobile operators and 12 predefined popular international destinations at R0.79 and he said that we need to order it or that we need to upgrade our switchboard.

We then contacted the switchboard department and they informed us that we need to upgrade our old switchboard to be able to get Callcatcher (Waitingcall, Callanswer and Identicall) as well as unlimited anytime fixed to fixed & Telkom mobile calls, a discounted call rate of R0.50 to other mobile operators and 12 predefined popular international destinations at R0.79. We would like to know why the Sales people informed us that this upgrade can work on our switchboard? I told them what switchboard system we have and they still recommended the upgrade without informing us that we need to upgrade our switchboard first to be able to enjoy the benefits of this plan?

Finally a month after the upgrade, Mr. Enios M. Khoza Managing Director, Laminin Connect (Pty) Limited, the Sales Representative came out on April 10, 2018 to give us a quotation on the switchboard upgrade that we require to be able to get all of these benefits that we are supposed to receive. We asked that the quoted price on the new switchboard be discounted with R100.00 as we have been a loyal client of Telkom since 2008 and that we can pay the same as we currently do. He promised to send us the new quote but up until now we haven’t received the quote or the upgraded switchboard. Telkom made the mistake by suggesting the upgrade and confirming that this upgrade will work on our current switchboard. Now we have been paying for the unlimited business 10mbps for 2 months WITHOUT RECEIVING ALL THE FUNCTIONS AS PROMISED.

We would like to know if Telkom is going to credit or compensate us for paying the full price, for all the functions during the period February 21 – May, without receiving all the functions (the Callcatcher (Waitingcall, Callanswer and Identicall) as well as unlimited anytime fixed to fixed & Telkom mobile calls, a discounted call rate of R0.50 to other mobile operators and 12 predefined popular international destinations at R0.79)?

We are paying the full charges for all calls made since February 21 - May even though we are supposed to pay less and we didn’t get the CALLCATCHER, WAITING CALL, CALLANSWER AND IDENTICALL. We are requesting a credit / refund or a compensation for that. It is only fair to be refunded for services paid but not rendered.

We expect to be informed of the following as soon as possible:

- When can we expect the upgrade quotation to be finalised on the discounted price as discussed with Mr. Enios Khoza?

- When can we receive the new switchboard system and when can the technician come out to set up the new switchboard system once we receive it as free installation is also one of the services as listed for the Unlimited business 10 mbps option?

- When can we expect a credit for paying the full price of the Unlimited business 10mpbs but NOT receiving the Callcatcher (Waitingcall, Callanswer and Identicall) as well as unlimited anytime fixed to fixed & Telkom mobile calls, a discounted call rate of R0.50 to other mobile operators and 12 predefined popular international destinations at R0.79 from 21 February up until now?

Hope to resolve this matter this week. As no one in the Accounts department or PABX Sales Ms. Dikeledi Maropeng (DS), DBAM: Ops Specialist is assisting us to resolve this credit / refund matter for services paid for but not received since 21 February 2018.