Shocking service from Telkom Maritzburg and Call Center

I have had a cellphone contract with Telkom for the last 2 years. I was due for an upgrade and went in store to apply for my upgrade and receive a new phone as mine was faulty. As always, the queues at the Telkom store in Pietermaritzburg are ridiculous and only 2 staff are working at the counters, whilst others are in and out the store every 20 minutes despite seeing the long queues. I app**** for a Sony Experia XA and received the phone. Within the first week I noticed the camera was faulty and that the phone would often vibrate and freeze. I took the phone back 8 days after receiving the brand new phone and I was informed that because it was not returned within the 7 days I cannot get a replacement. I was told I need to come back with proof of payment and the phone will be sent in for repairs. The phone was brought back to the store to be taken in for repairs on the 2nd of October 2017 and I was told it would be sent for repairs ASAP.

I contacted the Telkom Call Center to find out what the status of my repair was and was told that they cannot assist me but they can give me the details of the repair center. I contacted the repair center on the 9th October 2017 and gave them the reference number, only for them to tell me the phone is still sitting at the store in Pietermaritzburg and there has been no attempt to send it to the repair center. One whole week later and the phone has not even been touched or delivered to the repair center!!!! Absolutely shocking from them!!! I again contacted the Telkom Call Center to ask for the Pietermaritzburg store contact details which was given to me. I contacted the store only to be told that they cannot assist but they will get the store manager to phone me urgently. I waited for 2 hours and eventually phoned back. I told them that I was unhappy with the service received and would like to speak to the manager, to which I was told the manager was out and not available. I have been given this excuse numerous timed before as I have had issues with Telkom previously. It seems that the manager does not exist or is never in store as I have never dealt with or spoken to her. I phoned a third time that same afternoon to find out why I haven't been contacted yet or given any information, only to be given the same excuses. I have still not been contacted by her, which I find amazing.

In the meantime I sit with no phone which I am paying for, and no communication as to why my phone has not been sent in for repairs yet. I am genuinely at the point where I want to cancel all contracts with Telkom and move away from them completely as its just one issue after the other. I am more than happy to pay a little more for a different contract, getting rid of the current contact and to receive a different phone as I am desperate for a phone to use.

Just to add to this, I am still awaiting payment from Telkom due to being double debited by Telkom. I payed my outstanding amount of over R1200 for the month via EFT onyl for that amount to be taken off a week later via debit order. When queried I was told by a call center agent that the amount would be debited once the debit order reflects and when I contact the call center I need to tell them I want it debited direclty into my personal account.

I phoned back a couple of days later to query this, only to be told by 2 different people at the call center that it will be put as a credit to my account and cant go to my personal account. When I told them I spoke to another consultant and he told me it was possible, they changed their tune and told me it is possible and they will assist in sorting it out. Why am I being **** to, only for them to admit its possible when confronted. Sounds like thievery to me. Its been over a week and I am still awaiting payment as R1200 is a lot of money and is required to run our household.

I have honestly given up on the Maritzburg store and the call center as well. Please can you resolve these issues as soon as possible as I cannot handle the thievery going on anymore.

Thank you, Morne van Straaten