TELKOM Reference ***1

I am an existing Telkom mobile contract user and wanted to UPGRADE. I app**** towards the end of August via their website for someone to contact me, which they did the very next day (vetting by using my ID, already done before I was contacted). Long story short, I app**** for a Samsung S8+, 1GB data per month, with some extras thrown in from their side to make it more lucrative. I was on the phone for at least 20 minutes, since my whole credit history had to be checked again! The monthly arranged amount to be debited on the 15th of the month came to R719.00 (for a similar phone contract at their shop, I would have paid R699.00 for an upgrade with only a copy of my ID needed, without the free extras, but I decided the free extra 20GB of data (non-expiring) and the Samsung Gear VR and remote control would be worth the extra R20.00 (still not understanding why the amount should be different, seeing that it was "thrown" in for me. The first payment was already deducted on the 30th of August??? Would this be a "trial run"?. I am an existing client. On the 6th of September the parcel was delivered at the wrong address at work, but I still received it. I kept the box closed for security issues at work and opened it at home in the afternoon. The wrong cell phone (Samsung S8, Not S8+) was in the box, paperwork also incorrect. I immediately phoned 081180 to tell them about the fault and was told to notify the courier to come and collect it again. The courier (CourierIt) informed me that it was NOT possible that way, and I contacted Telkom again on 081180, this time I was give the number 10213 to contact, which I did. I left a message and I was called back on 06/09/2017 by someone, promising to cancel the contract and arrange for collection. Unfortunately, between 06/09/2017 and 12/09/2017, the new, unopened phone was ****** from my office at work (I kept it there for ease of collection purposes). No arrangement was made for collection yet - WHY it could not done the very next day (07/09/2017), I still cannot understand! Early (before 10.00) on 13/09/2017, I spoke to Simpiwe Gwenshu about the problem, and after long deliberations, and also input on two occasions from his supervisor, he could understand that I should not be kept responsible for an inferior and also cheaper "lost" phone, at the same time having to pay a monthly fee for the more expensive product. The call was escalated to "Online sales people), who should have phoned me either yesterday (13/09/2010, or by the next day. Nobody phoned by 10:35 the next day, and I made contact again, speaking to Anele, who also AGAIN escalated the issue. She indicated that I should give the sales people at least a day, but after my complaining, she indicated that she would tell them to contact me on the same day (14/09/2017. I phoned again on 15/09/2017 at about 08:50, spoken to Anele again, and after deliberation and more waiting for a manager to become available, I was informed that they are waiting for an email, and as soon as it comes, she will phone me................ At past 18:00 on 15/09/2017, there was no phone call yet. Today, 18/09/2017 at 13:30 - still NO feedback/ resolution. In conclusion for now: I admit that Telkom cannot no be held responsible for an item ****** from me. At the same time I would NOT be in this pecu**** situation if they had done there job properly in the first instance. I am disgusted with the customer service. They just do not want to take some shared responsibility for my situation - pathetic!!! How could Telkom not make a decision which could be beneficial to both trade and customer, seeing that they created the problem in the first instance. In the mean time, my SIM is NOT in use since I have no direction to go, I have NO phone, but most important, they are NOT prepared to communicate with me regarding the issue so it can be amicably resolved (this after 5 and half days now. Currently they are waiting for some email????? EFFICIENT IN ATTEMPTING TO SELL, BUT EXCEPTIONALLY POOR CUSTOMER SERVICE.