Telkom - why can't you deliver what you sell?

Why is it that purchasing a product or service online needs to be so difficult? My Telkom data contract came up for renewal this month, so I did an online upgrade to the Smart Broadband 1TB deal they have running. So, for Telkom, "online" deals are actually telephonic as you have to apply online for someone to call you, which I was happy to do because they were quick to respond.

When they called on Monday, 18 Jan, I specifically asked whether I would be able to retain my multi-sim (which my son needs for his studies) because I know that they don't do multi-sims on their unlimited data contracts. The response to me was that my current muliti-sim had to be deactivated, contract upgraded and then I could call 081180 to reactivate the multi-sim.

Based on this information i.e. the product they were selling me (which they can verify as the call was recorded) I took up the offer.

The upgrade went through fast and I gave a great review when the survey was send.

Then started my problems!

I called 081180 and after eventually getting through to a consultant via their cryptic options, I was told I had to do the reactivation in-store. Due to illness, I am classed as vulnerable in the midst of the covid-19 pandemic, yet Telkom cannot service customers online or Telephonically. Perhaps their executives need to be informed of the pandemic ... unless they know about it and simply don't care!

Anyway, I was forced to go to Cape Gate Centre to do the multi-sim activation.

Will I not then be told that they do not offer multi-sims on the 1TB deal!!!

I had 2 questions for the consultant who sold me this deal: 1 - will I have the same coverage as my current Smart Broadband contract and 2 - will I still be able to use my multi-sim. The answer to both questions was YES.

The lack of regard for customer safety asside, my questions to Telkom are simple:

1. Why are you selling me 1 product and delivering me something very different? 2. How are you going to deliver on the sale which you agreed to telephonically as I am now being inconvenienced by the fact that I no longer have the use of the multi-sim which I have been using for the past 2 years?