TELKOM KENILWORTH BRANCH MANAGER PATHETIC SERVICE AND LACK OF KNOWLEDGE

My Experience with Telkom - Kenilworth Branch Cape Town

on the 4th of February @ 11:31 we signed three business contracts for our company Al-Ansaar. However during the day we experienced some cellular problems like lost of network, mobile phone very soft and touch screen not responding effectively. I therefore returned the phone on 05 February 2021 @ 09:15. the request was that that the phone must be replaced with a better model therefore termination of current contract and issuing of new contract. the matter was referred to the manager Ms Robyn Titus who further escalated it to the branch manager Mr Ashley Tobias. his verdict was that they unable to cancel the contract and issue me with a new mobile phone unless I pay the early cancellation penalty fee and penalty fee for opening the mobile box. I reminded him of the Consumer protection act and his response via his manager in writing was "As there is no legal obligation in terms of the consumer protection act to accept a return of a mobile device. However please bear in mind you do have the right in terms of Section 14(2)(b)(iii) of a CPA to cancel a fix term contract at any time by giving 20 business days notice. However, such cancellation will be subjected to the early cancellation fees as contemplated on section 14(3) of the CPA" end quote. seems like mr Ashley Tobias the branch manager only knows this part of the act. does he not know the "imp**** warranty of quality without any penalty". and worst of all I requested mr tobias the branch manager to respond to me on 05 February 2021 @ 15:22 and to date received no response from. I am still sitting with the faulty unit and I will reiterate no response even sending the complaint to the CEO of Telkom Mr S Maseko. we are just being politely ignored from branch manager to executive manager. secondly, today we had olcetel visiting our premises. at the time of signing one of three contracts we requested for a Fiber Line at our premises. we were advised that Telkom does not have a contract agreement with olcetel and therefore unable to install a fiber network. we therefore signed an LTE contract. however, an olcetel rep advised otherwise, Telkom has an contract agreement with olcetel since end of December 2020 and therefore do install fiber lines via olcetel. surely Telkom staff should have been aware of this as it would have been much cheaper for us to sign a fiber line contract than a LTE contract.

your urgent help in the matter will be greatly appreciated