The day I joined the masses....

My experience with Telkom in general was never bad and I failed to experience the same type of bad service other people have claimed from them........however today I join the masses. I have been a client for about 5 years and I know that longevity with any service provider is not worth much, however I purely state the time I have been a client of their to show how long they kept my happy and willing to pay for their services.

I was very excited to hear that Telkom Mobile was offering a double data deal on their LTE data contracts. This deal allowed me the opportunity to still pay R1049 pm however, now get 200 gigs anytime data and 200 gigs of night surfer(not sure what the real name is that they use) data instead of the 100gigs anytime and 100gigs night server. They offered this option to existing customer too, of which I was one.

On 20 October I visited the Telkom Mobile shop at Menlyn Mall after I was unsuccessful in my attempts to change my contract through their sales call centre, Telkom at The Grove, other Telkom shop at Menlyn Mall. I was truly happy when the consultant assured me that she could change my contract so that I would now also get the double data option for my contract. She printed out a document that I needed to sign and I asked her when the data would be available, thinking that it should surely only be in the next month. She happily informed me that it is actually activated immediately and off I went.

Fast forward to 29 October and I realise that I can't access any of the normal sites and upon my investigation I notice that my signal is great, but no data available for me to surf the web. I figured it was my mistake for thinking that I now have double the data and increased my Internet usage. I willingly used other service providers to conduct my business and other day-t-day surfing until the new month started. Surely I should now get my double data..........?

I was wrong, not only did I not get my double data, but I also notices additional fees on my Invoice. None of witch was communicated to me at the shop and nor was it explained properly on my bill. Knowing that I would need to contact Telkom I decided to call the contact centre and see if I could log a query with them. So on the 9th of November I called and gave a summary of the events and informed that I would be contacted in 72 hours (no mention of working hours by the way). It was strange as surely a activity that took a sales consultant at the Telkom shop less then 10min to complete, they should be able to resolve it in a shorter timeframe then 72 hours.

I was wrong again.....Giving them the opportunity to really dig deep and resolve all the bugs and issues of my account I gave them time till the 28th of November to resolve it before I logged into my online Telkom Profile to see the status update, this after they still debited me a extra R800 for something I am not even sure off on the 25th of November.

What did I see when I logged into my online profile. Under the status of the queries I logged was a progress bar, but sadly this progress bar did not go very far. It only showed that my mobile issue ref: ********** 6 was logged on the 9th of November 2017........

I decided to call Telkom Mobile again and the call centre agent could only tell me that the matter has been escalated, but he will also escalate it from his side. I asked him how long it will take and he informed me that they will contact me in the next 24 to 48 hours (sure he also left out the working hours explanations for fear of another backlash).

Today is the 29th of November and again, I have no data........My frustration of not being able to do my work has gotten to me. I had to resort to again purchasing data from another service provider so that I can use a ****le to access the internet. I tried my luck and phoned the call centre again and was offered the same solution to the one I got the day before. Someone will call me in the next 24 to 48 hours (again leaving out the working hours fine print).

P.S: should Telkom Mobile read this, let me please just highlight the solution for this problem: - I want my double data to be activated -I want the additional charged to be explained to me -I want feedback. (No thank you, I would not like to take a survey after our conversation).

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