Telkom landline woes of a pensioner

on 1/11/2017, my mum aged 74 app**** for a landline for her new home via the Hillcrest Telkom office. On 15 December 2017 the telkom technicians came to install same. she was told installation cannot happen has the complex she lives in has fibre and that he the technician will inform office for the fibre installation. On 3 January 2018, went into the store and was told that telkom had cancelled her application from 3/11/2017. a new application for a telkom fibre voice line was made. Installation occured around 4th week of January 2018. We were under the impression that all was well. Mum received 2 call from telkom on 1 st and 2nd February 2017 informing her that her contract was not R200 but R600 as they had done a fibre connection. she informed them that she does not possess a computer or use the internet. they asked her to take up the issue with the Hillcrest store.

I her daughter telephoned telkom 10213 on 5/02/2018 and spoke to Amina, who informed that that the retail voice fibre service that my mum requested for is not a standalone service available to customers. this service is combined with fibre internet. Was also informed that the Hillcrest store should have advised my mum to have a fixed line localized service installed. was again advised to contact the store in Hillcrest. Was also told that Mum must cancel the current package so she will not be billed the 600 rands and make a new application for a fixed localized line. Called the store and explained the issue to the person assisting on the helpline. He informed that he would get the manager Mbali to call me. Still no response from the store or Mbali to date.

It is frustrating that my mum aged 74 is getting the run around from Telkom. It appears that the store personnel do not know their products well enough. She is now being requested to go to the store for the 3rd time to cancel current contract and make a 3 application for another line. So frustrating. *********** staff make the mistake and the customer has to bear the brunt of this as well as the costs of going up and down to the store. Going to report this matter to ICASA or the ombudsman of telecommunication services as they are taking advantage of an elderly customer