Telkom complaint

Good day

Allow me to express my dissatisfaction with the service provided from telkom.

I went to the telkom store in n1 city on Saturday, 18 July 2020.

I was interested in the R499 wifi package but I was told that because of the area I live in I won't be able to get that specific package. The consultant then convinced me that the R899 package would work perfect where I stay. She then did a credit check on me and I got the package and I took it.

It was said that it is a 24 month contract and my first installment will go off at the end of August 2020 which would be an amount of R1680.74 and I could not understand how I can be told that I will pay for almost 2 full months even when the month is half way when I took the wifi and the lady could not answer me. According to me I should be billed on a prorated amount as they do not know how much data I will use seeing that half the month is over.

I went home and realized that the R899 will be abit to much for me and also I found out that the speed will be affected after you use 150gb.

I did not use the router at all and I took it back the next day (the sunday)

I explained that I would like to cancel the deal instead as I am not happy with that speed will be affected and also it is more than I budgeted for, was unsure if I will be able to keep up with that installment and I was willing to do a switch to a cheaper package

They refused to help me and said they can do nothing for me as I already signed a deal for 2 years so I have to pay a cancelation fee of about R2400 eventhough I took it the day before and did not use the router.

I told the lady it's less than 24 hours so surely a switch can be done without me paying a R2400. The lady said said that the 7 day period is only if the router breaks nothing else

She told me I must come back the monday as the manager will be there Monday till Friday and I need to come see him and he can give approval for it to be done and they only open till 5pm.

I went back the Monday straight after work and got there about 16:40 they told me the manager is gone already he work till 4pm so I must come back again cause they can't help me. I asked is there no way I can sign documents and leave it there with the router so if the manager approve it then I don't have to come back but they refused..

They took my number and said they manager will call me the Tuesday but till today he never called me back.

They gave me different numbers to call but I never get through

I took leave at work and went back to the store on Wednesday and got there before 3pm. A lady helped me she went to the back spoke to the manager and said he says it can't be canceled I'm liable for the cancelation fee even if I did not use the router.

According to the manager a switch is possible to a month to month basis but I have to still pay that cancelation fee.

I was upset and asked why am I not speaking to the manager as I was told that I need to see him but they refused as the manager was at the back in his office I assume. It was so unprofessional as he spoke to me through the consultant as she walked back and forth she went to him twice.

I was not helped again and this was my fourth visit to the store and I saw about 3 different consultants.

My wife called the call centre that same day and she was advised that we can do a switch to a month to month basis and we won't pay cancelation fees because it is still within the 7 days after we took out this contract. (the reason I want to switch is because I'll take something cheaper and affordable as I initially planned)

The lady said that she will arrange it and will do the switch

We called back they next day to ask if there is any feedback yet and a guy said it is done. They did the switch to the 80gb deal of R369 which we were super happy to hear but he was short off.

We called again cause I was now not sure of what amount will be debited from my account and we spoke to a lady again I do not remember names I think the names were (Wendy, lungile ndaba and we spoke to a guy also) but according to them all there was notes on my account stating that thee switch is in process but not done this takes up to 72 hours. Bare in mind we were told on Wednesday that the switch with be done. Lungile was the one that said she arranged the switch and she told us that we won't pay the cancelation fees so she was the only one that was really trying to help.

This is the worst service I've ever received. I live about 20km from n1 city. I went there 4 times and was not helped, I took leave at work 1 day to see the manager and they did not allow me to see the manager he was in his office and spoke through the consultant so whenever I had a question then I must ask her and she will find out from him. He gave me a number to call and I can't get through on that number and he also referred me to the billing department as he could not answer how they come out to the amounts that has to be paid, I called the call centre multiple time and got through 6 times that's besides all the different numbers that I was given in the store. The call centre never gave any reference numbers all the say is I have to make reference to the day of the call and that is a reference number.

I'm truly disgusted by the telkom staff members especially the ones at the n1 city mall for misleading people just for sales and just trying to pass the bucket sending you up and down making everything complicated.

Also my query is still not resolved as I still have the router in a box not using it and waiting to hear if the switch is done

I sent this email to telkom on the 25 July 2020 and they rep**** saying that this mailbox cannot assist me when this was the email address I got from thee store and the call center.

Regards Andre Keanan February ‪***‬ / ‪***‬