TELKOM

My complaint is relating to the service provider not willing to assist me with doing a sim swap following the loss of my cell phone last weekend due to a ******* that I was victim even after providing them with a police statement.

I have spoken to +-3 consultants including a manager/supervisor but none of them is willing to assist me and they all advised me to just get another number as they believe that the sim card was purchased at a vendor other than of Telkom shops/kiosks itself , which is not fair as I have been using the same number/their services for the last 3 to 4 years and I was never made aware of anything in this regards.

To note that one of the Telkom consultants mentioned to me that, they can only help me to suspend the number, but they cannot help me to do a sim swap. Isn’t that strange? If they believe that I am not the owner of the number, how come they suspend the number on my request then without informing the so called “owner” to get their consent as well? Strange and weird isn’t? As this implies that anybody can just call their call centre and request anybody’s call history or to suspend any number and they will provide/do it without asking questions.

If that is the case, why:

Why is Telkom allowing a third party to sell their products on their behalf to the public and not willing to take responsibility or accountability for it?

Why did Telkom provide me with my call’s history via my personal email on request if they believed back then (2021) that I was not the owner of the number.

Why did Telkom allowed me to use their number including loading airtimes and making calls from the number for all these years if they knew that this was purchased at a vendor other than Telkom shops itself?

Why didn’t Telkom stop me from using the number back then if they knew that they don’t allow sim card bought from a vendor other Telkom itself to work on the infrastructure/Network?

Why then allowing a sim card that is “supposably not theirs” to operate on their network without verification then if that was the requirement at the beginning?

Just a lot of question marks with no answers, hence I am reaching out to Hellopeter to assist me on this matter as I believe that as an independent body, you will be able to look at this matter on a fair basis and provide me with logic answers at least.

All these questions are just crossing my mind helplessly and desperately but with no one to answer and even Telkom consultants themselves couldn’t provide me with answers to these questions. I think this totally unfair and poor services to the consumer/public, and something need be done to avoid other victims of this **** as they never had a problem with all these airtimes loaded on this number for all these years.

Furthermore, even after mentioning that I have all the evidence (last airtime loaded, people I usually call, bank statement showing all the airtime I have been loading on my number, the service provider still does not want to assist me in getting a sim swap even if my bank statement can testify the airtime, I have been loading over all these years to this number.

Thank you and looking forward to your assistance in this matter as I would really like to recover my number back.