Telkom wrongfully billing me double on my Invoice

Item: Telkom
Rating: 1

Following my review I wrote a few weeks ago, I got my first invoice for my UPGRADED contract. As stated in my previous review, Telkom Mobile phoned me 4 times to upgrade my contract, which I eventually did go an do in-store at Telkom Mobile, Centurion Mall on 25 September 2016. I emphasized upon application that I want the new contract to only be active from 1 October as I don't want ANY (device or data) pro-rata going from my account. With an attitude, the lady answered that all contracts work like that and that it will only be activated on 1 October 2016. I got home Sunday, 26 September and the new contract has been active since that same day. Yesterday, I received an invoice stating that my account is due end of October for R1 538,00. The breakdown is like follows: One Time Fees: Migration Penalty of R300 - WHY would I have to pay a migration penalty if my contract was UPGRADED? I was never told about this penalty when I upgraded my contract EVEN after I have specifically asked if there would be ANY additional amount be deducted for me upgrading when I did which the Telkom Sales Lady confirmed NO! Recurring Monthly Fees: 1. SmartPlan 100 + Samsung S5 White of R19.80 Cr - This is correct 2. FreeMe 2GB + Samsung S7 Gold of R978.80 (breakdown follows) Device Subscription fee (01 - 30 September 2016) - R400,00. I upgraded on the 25th of September and once again I was never told about this subscription that would go off of my account (full amount) otherwise I surely would have waited 5 more days to avoid paying R400,00 for the device by upgrading on 25 September. EVEN after I have specifically asked if there would be ANY additional amount be deducted for me upgrading when I did which the Telkom Sales Lady confirmed NO! FreeMe 2GB (25 - 30 September 2016) - R29,80. When I upgraded I specifically asked that my new contract only starts on 1 October 2016 as I don't want any pro rata amount going off of my account. Once again - the Telkom Sales Lady confirmed that it will only be activated on 1 October 2016. FreeMe 2 GB (1 - 31 October 2016) - R149,00. This is correct Device subscription (1 - 31 October 2016) - R400,00. This is correct 3. Usage Fees - R1,00. Which is correct 4. Once-off Internet Bundles - R278,00. Which is correct - this is data I have bought on my SmartPlan contract in September 2016. My actual account should be R828,00 (FreeMe 2GB from 1 - 31 Oct, Device Subscription from 1 - 31 Oct, Once-off Internet Bundles Purchased) NOT R1538,00!!! After I have spent nearly an hour on the phone with Telkom Customer Care 081 180, they said I have to go back to the store and ask them to log a case in order to fix my contract. So I went to Telkom Mobile, Centurion Mall yesterday (6 October 2016) at 17:40. The same lady who upgraded my contract was there and I showed her my invoice and explained the situation. She clearly didn't know what to do so she called her Manager. He said to me that the Migration Penalty is a fault on Telkom Headoffice's side as it was an upgrade, not a migration and I should take that up with Customer Care. With regards to the Pro-rata on the FreeMe and the device, he stated that that is how Telkom works and I just have to pay it. So I asked the lady, why did you NOT tell me that there will be additional amounts deducted from my account when I specifically asked you which she rep**** I DID NOT KNOW...?!?!?! Which is astonishing to me as she is supposed to be the knowledgable one on Telkom contracts and upgrades?! So the Manager jumped in and said, she is still new...!?!? The fact that she is still new and doesn't know her stuff, is not my problem. I have asked her OVER and OVER again that there will be NO additional charges to my account, she even confirmed it with another lady who was present on that Sunday stating that everything will only be activated on 1 October 2016. I will NOT pay the additional amount of R710,00 as I was never made aware of this AT ALL. EVEN after I specifically asked the Lady if there would be any additional amount deducted from my account. I need this contract to be voided and then re-invoiced to the CORRECT amount. It is not my fault or problem as a loyal Telkom Customer that your in-store staff are not trained fully. Also, as per my previous revies, my screenguard has STILL not been replaced!!! I have paid R199,00 for a screenguard that doesn't even properly fit my phone! I would appreciate an answer very quickly, if not, i will move on to other platforms in order to get your attention and to get this fault (which is yours) FIXED! Kind Regards, Sune Steynberg

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