Telkom

Subject: Urgent Complaint: Contract Changed Without Consent & Block on Upgrade To whom it may concern, I am writing this message out of deep frustration and disappointment with the level of customer service I have recently received from Telkom. I have been a loyal Telkom customer for many years. My cellphone contract is fully up to date with payments. In the 21th month of my contract, I received a call from Telkom’s sales department offering me additional data and minutes at a cheaper cost. I accepted the offer on the clear condition that my existing contract must not be changed and that I must not be moved to a top-up contract. I asked the consultant several times to leave my original contract exactly as it is. Two weeks later, I found out that the consultant ignored my instructions and changed me to a top-up contract without my permission. From there, I called Telkom about ten times and spoke to multiple consultants, each giving me different answers. Eventually, one consultant advised me to contact the Retentions Department. I explained the entire situation again, and the lady I spoke to assured me that she would fix the problem and restore my original contract. She also confirmed — more than once — that the correction would not affect my upgrade/renewal date. However, three days later, when I went to a Telkom shop to upgrade, I was told that my contract had been blocked because the consultant had already placed me on a new contract — something I never gave consent for. The staff at the shop could not help me, and every time I call customer care, I am told that nothing can be done and that I must stay on the contract Telkom forced onto my account. Telkom always claims that “all calls are recorded,” yet no one seems willing to listen to those calls and correct this mistake. Instead, I am being told that I must accept a contract change that I did not approve. It has only been 7 days since the change was made, and I am still struggling to get help. This experience has completely destroyed my trust in Telkom’s customer care. Some consultants try to assist, but many simply say they cannot help. It feels like customers are being pushed around with no accountability. I request the following: • Immediate investigation of the sales call and retention call recordings. • Reversal of the unauthorised contract change. • Restoration of my original contract and original upgrade/renewal date. • Written confirmation once the issue is resolved. I hope this message helps escalate the matter, because I have reached a point where I feel completely let down by Telkom’s service. Regards, IMRAAN BAYAT