Telkom and Mobile store ripped me off.

Mobile Talk/ Telkom contract complaint

Good Morning

I app**** for a Telkom router telephonically in August 2020 and it was delivered on the 17th August 2020. From the date the router was delivered it has never worked, hence me cancelling the contract within 2 days of receiving it.

Cancellation date 19/08/2020. On the 20th I spoke to Lerice at 11:23AM asking her to cancel. She said she will send a cancellation email and get back to me within an hour or 2 which she did not. 14:51 20\08\2020 I spoke to Jocelyne who said the email for cancellation was sent, at 15:36 i spoke to Brian who also said that the email for cancellation was sent. on the 25th August 2020 at 13:24 I spoke to Nathaniel who confirmed the cancelation, and the router was collected on the 26th by Ram couriers services.

To my surprised i received an invoice from Telkom Mobile on the 4th October 2020. On the 7th October 2020 i called Telkom Mobile and spoke to Naome, she told me that on her the system it shows that the contract is still active and it is a month old.

She further stated that Telkom did not receive cancellation email. i then called Mobile store and spoke to Jocelyne Bennie who confirmed that the cancellation was done within 7 working days and the email for cancellation was sent and on her system it shows that the contract was cancelled within 7 working days.

She said she also does not understand why the debit order is still active. she further stated that she will follow up on the issue and get back to be within 48 Hours which she did not. On the 12th October 2020 i spoke to Lerice who told me that her system also shows that the contract was cancelled within 7 working days and the router was collected and delivered to them. . She also said she does not understand why the contact is still active. She concluded by saying that she will send Jocelyne an email to call me with feedback. I have not received any feedback ever since.

On the 31st October 2020 R135.00 was debited on my account of which i reversed and cancelled. On the 29 November 2020 R270.00 was debited again on my account of which i reversed.

On the 30 November 2020 at 10:00AM i spoke to Jocelyne Bennie who still confirmed that the contract was cancelled and said that she will follow up. she said she also does not understand why because on her side the contract is not active.

Note that this is affecting my credit rating as i keep reversing the debit orders.

Attached is all evidence from Ram courier services of delivery and collection of the router/unused simcard.

On the 2nd November 2020 I followed up with Matthew Chellan via email, but there was no response.

On the 07th November I called Mobile talk again and spoke to Jocelyne at 09:26 who said she escalate, I then asked her for how long will she keep escalating because every time I call that’s what she says and I never get feedback. The line got cut off while I was still talking to her.

I then called Telkom and spoke to Noluthando Kunene at 09:50 who told me that the contract is still active and on their system there is no cancellation email sent by Mobile store. She said that she will send an email to mobile store and escalate the issue to her senior. She sent an email requesting mobile store to attend to the issue and cancel the contract while I was on the line. She forwarded me the email as a proof.

At 10:50 I called mobile talk again hoping to speak to Jocelyne but Warren answered. Warren stated that my contract appears as cancelled on his system which I was told about 10 times already. He said he will also follow up on the issue and get back as soon as possible.

On the 14 December 2020 at 12:30 I spoke to Lloyd from Telkom. He advised I should go to Telkom store for quicker assistance hence there is a case opened on my query.

On the 14th December 2020 I went to Telkom The Glen Mall and I was assisted by Lebohang. Lebohang stated that the case was opened on the system but there are no notes written on the case. She stated that her manager advised her to open a new case and send a cancellation request. She opened I case and stated that she will follow up and give me feedback within 2 days. The case number is ***4

On the 17th December 2020 I spoke to Tiesetso. He said that the case is still opened, Telkom will contact me within 7 days with the outcome.

On the 7th January 2021 at 09:38 I spoke to Pontso Ma***abe. He confirmed that the contract was cancelled but the charges were not waved off. He stated that he will send a request for the charges to be waved of and he will contact me in 3 days which he never did. Case number provided ***1

On the 26th January 2021 at 09:25 I spoke to Nokubonga. Nokubonga stated that on her system it appears that the contract was cancelled due to none payment, which is not true. She further stated that I have to pay the amount of R1300.00. She advised me to send her a proof of collection of the device so that she can re-open the case. i sent the above via email but the issue is still not sorted.

On the 28th January Telkom debited R1327.70, for the device which they collected and the service which I never used.

Kind regards Phumzile Nkhwashu