Suellen Tshabalala & cancellation of contract

<p>Dear Sir/Madam,</p> <p> </p> <p>Trusting you are well.</p> <p> </p> <p>I have consulted with my lawyers regarding the miscommunication and poor service I have received from Telkom. They advised that I contact Suellen’s manager first to attempt to resolve the issue.</p> <p> </p> <p>I app**** online for a Huawei P8 Lite 2017 mobile device. Unfortunately, I discovered after I had been pre-approved that the requested mobile device is not compatible with my Fitbit watch. I then immediately contacted Telkom to inform them and asked if my contract could be changed since the device had not been delivered and the first debit order had not been deducted.</p> <p> </p> <p>Suellen Tshabalala advised me that my contract could not be changed. I then requested that it be cancelled as I would re-apply for a different mobile device. She advised that I could cancel it and I asked that it be expedited. After waiting on the line she confirmed that the contract would be cancelled within 2 working days [The phone conversation was recorded and I would like to receive a copy of this recording]. It has now been one-week since our call and the first debit order has been deducted. I received no reference number for the delivery of this device or cancellation of my order.</p> <p> </p> <p>I then called the customer line on Monday to inquire about the cancellation and a different consultant told me that a contract can’t be cancelled by telephone and it must be done by e-mail. Why then did Suellen Tshabalala not tell me this? I would have followed protocol in order to have this dealt with correctly. I am really not happy with the service I received and have instead purchased a cash mobile device.</p> <p> </p> <p>The debit order has been stopped with FNB but the initial debit order is yet to be reversed and paid back to me. Please can you assist in facilitating this process?</p> <p> </p> <p>I kindly request that the following happen:</p> <p> </p> <p>Apology from Suellen Tshabalala for the miscommunication;<br />Confirmation from Telkom that the contract and debit order has been cancelled;<br />Proof that the first debit order has been paid back into my account.<br /> </p> <p>I hope that you will be able to assist me in resolving this matter soonest.</p>