Urgent Complaint Regarding Non-Delivery and Unauthorized Billing of Mobile Device Contract

I’m writing to express my frustration and disappointment with the service I’ve received from Telkom regarding my recent mobile device contract application. The way things have been handled so far shows a serious lack of professionalism and customer care, which is really disappointing coming from a company as big as Telkom.

Key Points of Concern:

Order Placement and Initial Issues: On 6th December 2024, I successfully app**** for a new mobile device contract for a Samsung S24FE with a watch. However, I was promptly informed that the watch could no longer be included and that the phone was out of stock, with an estimated availability of one week.

Inconsistent Communication: Despite the initial timeline, I did not receive any updates until 20th January 2025, when I was contacted by Telkom confirming that both the phone and the watch were now available and would be delivered within a week. My delivery details were reconfirmed during this call.

Delivery Failures and Incorrect Address: On 21st January 2025, I received an SMS confirming that my order had been dispatched to the courier service with an expected delivery time of 2-3 days. However, between 21st and 30th January, I was informed that the delivery could not be completed due to Telkom providing the courier with an incorrect address. Upon contacting Telkom, I was told that the device had been returned to Telkom and that the order would need to be canceled and reprocessed. My requests to escalate the issue or speak to a supervisor were denied, and I was assured that the cancellation would be processed automatically.

Billing for Undelivered Product: On 3rd February 2025, I began receiving notifications indicating that my order was marked as completed, my account was activated, and billing would commence. Shocked by this, I immediately contacted Telkom, only to be informed that a ticket would need to be logged and escalated. I was provided with a reference number (***). However, I received no feedback or resolution until 4th March 2025, when I was issued invoices for a product I never received.

Unreasonable Resolution Demands: Upon contacting Telkom again on 4th March 2025, I was informed that I would need to provide an affidavit and a certified ID to log a ***** case. Additionally, I was told that no further assistance could be provided at that time as the systems were offline. This response is both unreasonable and unacceptable, given that the error lies entirely on Telkom's part.