Telkom Confirmed My Upgrade and Delivery Before Telling Me the Device Was “End of Life”

I am extremely disappointed with the handling of my Telkom Mobile upgrade process and the contradictory information I have received from multiple consultants.

On 14 May 2026, I was contacted by a Telkom consultant regarding my upgrade eligibility. During the call, I was explicitly advised that:

- my upgrade had been approved, - my device order had been processed, - delivery would take place on Monday, 18 May 2026, - and that I would receive follow-up communication regarding delivery.

No one contacted me on 18 May or at any point during the following week.

On 22 May 2026, a different consultant contacted me and advised that:

- the device was no longer available, - the promotion had lapsed, - and the order had allegedly never been completed.

After lodging a formal complaint with Telkom (REF#_***8), I then received a written response confirming that:

- the order WAS in fact captured on Telkom’s system on 14 May 2026, - the order remained open pending stock, - and the order was only cancelled on 21 May 2026 because the device allegedly became “end of life.”

This directly contradicts the earlier explanation that the order was “never completed.”

My issue is not simply stock availability. My concern is:

- why delivery was confirmed before stock cer*****y existed, - why contradictory explanations were provided, - and why no communication whatsoever was made to me for approximately a week while the order remained open on the system.

As a customer, I acted in good faith based on Telkom’s confirmation that the upgrade and delivery had been arranged.

I have now formally requested escalation, call recordings, internal notes, and a full explanation regarding the handling of this matter.