TT
Tamryn T
1 reviews | Active since Jan 2024
27 Jan 2025, 15:48
URGENT FORMAL COMPLAINT: Gross Misrepresentation, Deceptive Sales Practices, and Service Negligence – Immediate Resolution Required. Escalation of Complaint – Unresolved Issue and Unsatisfactory Service. Escalation of ********* Service and Failure to Reso
Dear Telkom Customer Service Team,
I am writing to express my utter disappointment and outrage regarding the appalling service and gross misrepresentation I experienced at your store on 27 November 2024. This incident has shattered my confidence in Telkom and raised serious concerns about the professionalism and integrity of your staff.
Complaint Details
1. Misrepresentation of Products and Lack of Transparency:
I was deliberately misled by your consultant, Kia (not her correct alias), into believing I was receiving the Honor 200 Pro bundled with a watch. Upon review, I discovered I was provided the Honor 200, which does not meet my stated requirements as a gamer.
At no point during the process was I presented with alternative options or a proper explanation of the package. This is a blatant disregard for my rights as a customer to make an informed decision.
2. Negligence in Explaining Terms and Conditions:
The contract terms were not explained, and I was hurriedly handed paperwork to sign without a breakdown of critical details, including the return policy.
Your consultant’s behavior demonstrated a clear priority for completing the sale rather than ensuring I understood what I was committing to.
3. Unprofessional and Dismissive Behavior by Staff:
When I identified the issue, Kia refused to take accountability, citing the CPA without proper justification and dismissing my concerns.
Regan, the manager, prolonged the process unnecessarily and failed to engage with me directly, further worsening the situation.
Their collective failure to act promptly caused the 7-day return period to lapse, effectively leaving me trapped in a contract for a misrepresented product.
4. Breach of Consumer Protection Rights:
Telkom has blatantly violated my rights under the Consumer Protection Act (CPA), including my right to informed consent and the ability to return goods that do not meet my expectations or were misrepresented during the sale.
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Resolution Demanded
This situation is unacceptable and requires immediate escalation and action. I demand the following:
1. An exchange of the incorrect device for the Honor 200 Pro, as was promised to me.
2. If an exchange is not possible, cancellation of the contract without penalties and a full refund of any payments made.
3. A written acknowledgment and formal apology from Telkom for the gross negligence, misrepresentation, and unprofessional behavior displayed by Kia and Regan.
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Notice of Escalation
Should this matter remain unresolved within 48 hours, I will:
1. Escalate this complaint to the Consumer Goods and Services Ombud (CGSO) for investigation.
2. File formal complaints with relevant regulatory bodies, including the National Consumer Commission (NCC), citing Telkom’s non-compliance with the CPA.
3. Publicize my experience across social media and review platforms to ensure other potential customers are aware of these ********* practices.
I have attached all relevant evidence, including photos of the incorrect device, communication records, and copies of paperwork, to substantiate my claims.
You may contact me at [***] or [***]. I expect a detailed written response addressing all points raised in this email.
This is Telkom’s opportunity to rectify the situation and restore faith in your brand. I hope you take it.
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Replies (5)0
Replies (5)TT
Tamryn T's updateReviewer Update
27 Jan 2025, 15:49No response to date
TT
Tamryn T's update27 Jan 2025, 15:49
Reviewer Update
No response to date
TT
Tamryn T's updateReviewer Update
27 Jan 2025, 15:52Another email sent on the 3rd of Dec, another on the 8th of Jan, another email today the 27th January.
TT
Tamryn T's update27 Jan 2025, 15:52
Reviewer Update
Another email sent on the 3rd of Dec, another on the 8th of Jan, another email today the 27th January.
TT
Tamryn T's updateReviewer Update
27 Jan 2025, 15:55Dear Telkom,
I am submitting a second formal complaint against Telkom and Telkom Canal Walk Express, following my initial complaint sent on the 3rd of December, which remains unresolved. The persistent failure to address my concerns and the unacceptable service I have received necessitate immediate intervention and corrective action.
1. Misleading Sales Conduct and Lack of Product Knowledge:
On the 27th of November, I visited the Canal Walk Express store to inquire about a mobile contract. I was assisted by "Kia" (false alias), who confirmed my qualification for a contract within seconds. I explicitly requested a gaming phone with high-speed performance. When I mentioned the Honor 200, she vaguely described it as a "good phone" without offering further details or alternative options.
As a professional sales consultant, it is her duty to assess the customer's needs thoroughly and present multiple device options. Her lack of product knowledge severely misled me, resulting in an unsuitable purchase that fails to meet my requirements.
2. Deliberate Upselling and Misrepresentation of Contract Packages:
I was placed on a Flex On 6 data package instead of the more appropriate Flex On 4.
I am forced to question whether this was a deliberate upsell to boost sales commissions rather than to match my needs.
3. Breach of Sales Protocol – Pre-Ticked Checklists and No Informed Consent:
Upon further consultation at the Telkom N1 City store, it was revealed that Kia had pre-ticked the mandatory in-store checklist without my involvement. The checklist, which must be explained and reviewed with the customer, was not discussed—I was simply told to sign. I was also denied the choice of my phone’s color, indicating a clear focus on closing the sale rather than proper client service.
4. Gross Negligence in Updating Personal Details:
I repeatedly informed Kia during the transaction that my personal details were incorrect in the system. Despite her assurances to rectify the issue, my details remain incorrect as of the 8th of January, over a month later. This negligence has now led to further complications, including receiving a sales call today where the consultant provided the same incorrect details.
5. Deceptive Information Regarding My Existing Contract:
As a first-time Telkom client, I disclosed that my existing Cell C contract would be upgraded in December and asked for clarification regarding charges. Kia misinformed me, stating I would only pay pro-rata fees after the upgrade. However, upon visiting Cell C, I was informed I would continue paying my full R625 monthly fee until March, contradicting her claims entirely.
6. Complete Product Mismatch and Service Failure:
My primary requirement was a high-performance gaming phone. I have since compared the HONOR 200 and HONOR 200 PRO (comparison attached) and it is evident that the PRO model aligns with my needs. Due to Kia’s lack of product knowledge and failure to offer informed guidance, I am now locked into a contract with a device that does not meet my expectations or requirements.
I am extremely angry and disappointed. As a customer, I should have been the priority, not an easy commission target. This entire experience reflects gross misrepresentation, a lack of accountability, and a failure in professional service delivery.
Immediate Actions Demanded:
I expect the following corrective actions to be taken without further delay:
A formal written explanation addressing why Kia failed to follow standard sales protocols, provide product knowledge, and update my personal information.
Justification for why I was placed on a higher-tier data package without proper consultation.
Immediate correction of my personal details across your system.
A full upgrade to the HONOR 200 PRO without penalties or fees, as my initial request was clearly for a gaming phone and the HONOR 200 provided was unsuitable due to sales misguidance.
I demand written feedback and confirmation of the resolution within 7 working days. Failure to provide satisfactory corrective measures will result in further escalation to consumer protection authorities for formal investigation into deceptive sales practices and service negligence
TT
Tamryn T's update27 Jan 2025, 15:55
Reviewer Update
Dear Telkom,
I am submitting a second formal complaint against Telkom and Telkom Canal Walk Express, following my initial complaint sent on the 3rd of December, which remains unresolved. The persistent failure to address my concerns and the unacceptable service I have received necessitate immediate intervention and corrective action.
1. Misleading Sales Conduct and Lack of Product Knowledge:
On the 27th of November, I visited the Canal Walk Express store to inquire about a mobile contract. I was assisted by "Kia" (false alias), who confirmed my qualification for a contract within seconds. I explicitly requested a gaming phone with high-speed performance. When I mentioned the Honor 200, she vaguely described it as a "good phone" without offering further details or alternative options.
As a professional sales consultant, it is her duty to assess the customer's needs thoroughly and present multiple device options. Her lack of product knowledge severely misled me, resulting in an unsuitable purchase that fails to meet my requirements.
2. Deliberate Upselling and Misrepresentation of Contract Packages:
I was placed on a Flex On 6 data package instead of the more appropriate Flex On 4.
I am forced to question whether this was a deliberate upsell to boost sales commissions rather than to match my needs.
3. Breach of Sales Protocol – Pre-Ticked Checklists and No Informed Consent:
Upon further consultation at the Telkom N1 City store, it was revealed that Kia had pre-ticked the mandatory in-store checklist without my involvement. The checklist, which must be explained and reviewed with the customer, was not discussed—I was simply told to sign. I was also denied the choice of my phone’s color, indicating a clear focus on closing the sale rather than proper client service.
4. Gross Negligence in Updating Personal Details:
I repeatedly informed Kia during the transaction that my personal details were incorrect in the system. Despite her assurances to rectify the issue, my details remain incorrect as of the 8th of January, over a month later. This negligence has now led to further complications, including receiving a sales call today where the consultant provided the same incorrect details.
5. Deceptive Information Regarding My Existing Contract:
As a first-time Telkom client, I disclosed that my existing Cell C contract would be upgraded in December and asked for clarification regarding charges. Kia misinformed me, stating I would only pay pro-rata fees after the upgrade. However, upon visiting Cell C, I was informed I would continue paying my full R625 monthly fee until March, contradicting her claims entirely.
6. Complete Product Mismatch and Service Failure:
My primary requirement was a high-performance gaming phone. I have since compared the HONOR 200 and HONOR 200 PRO (comparison attached) and it is evident that the PRO model aligns with my needs. Due to Kia’s lack of product knowledge and failure to offer informed guidance, I am now locked into a contract with a device that does not meet my expectations or requirements.
I am extremely angry and disappointed. As a customer, I should have been the priority, not an easy commission target. This entire experience reflects gross misrepresentation, a lack of accountability, and a failure in professional service delivery.
Immediate Actions Demanded:
I expect the following corrective actions to be taken without further delay:
A formal written explanation addressing why Kia failed to follow standard sales protocols, provide product knowledge, and update my personal information.
Justification for why I was placed on a higher-tier data package without proper consultation.
Immediate correction of my personal details across your system.
A full upgrade to the HONOR 200 PRO without penalties or fees, as my initial request was clearly for a gaming phone and the HONOR 200 provided was unsuitable due to sales misguidance.
I demand written feedback and confirmation of the resolution within 7 working days. Failure to provide satisfactory corrective measures will result in further escalation to consumer protection authorities for formal investigation into deceptive sales practices and service negligence
TT
Tamryn T's updateReviewer Update
27 Jan 2025, 15:55Dear Telkom Team,
Today is the 27th of January, and I have still not received any feedback regarding my complaint.
Kindly provide me with a reference number for the complaints I’ve logged, as I intend to escalate this matter further.
I appreciate your prompt response.
TT
Tamryn T's update27 Jan 2025, 15:55
Reviewer Update
Dear Telkom Team,
Today is the 27th of January, and I have still not received any feedback regarding my complaint.
Kindly provide me with a reference number for the complaints I’ve logged, as I intend to escalate this matter further.
I appreciate your prompt response.
TT
Tamryn T's updateReviewer Update
27 Jan 2025, 15:56Dear Telkom Management,
I am utterly appalled by the disgraceful service I have received from Telkom, and I am compelled to escalate this matter due to your organization's complete failure to resolve my complaint.
On the 27th of January, I contacted the Telkom Express store and spoke with Aiden Van Wyk, the assistant manager. He confirmed that my complaint had been "dealt with," yet I have not received a single update or explanation regarding what has transpired. This is the first time I am hearing of any progress, which is entirely unacceptable.
For the first time, I was also provided with the details of the sales agent I initially dealt with, Nakeshia Syster. Her behavior throughout this process has been *********, and I demand accountability. She gave me false hope on the third day of my warranty period, claiming that the branch or regional manager would address the issue. Instead, I was subjected to seven days of delays and excuses, and my details remain unchanged in your system despite repeated attempts to resolve this.
As a first-time Telkom customer, I am disgusted by the lack of professionalism and transparency I have experienced. Your failure to respond to my emails or provide any meaningful assistance demonstrates a blatant disregard for your customers.
This level of negligence is ********* and unacceptable, and I will not tolerate it any further. I am left with no choice but to take severe action against Telkom and the individuals involved. This includes Nakeshia Syster, who was solely interested in making the sale, without any regard for resolving the issue.
I demand immediate feedback on this matter, including a full explanation of the steps taken to address my complaint. Should I fail to receive a satisfactory response within 24 hours, I will escalate this matter to external regulatory bodies and pursue all available channels to hold Telkom accountable for its gross misconduct.
I trust you will treat this matter with the seriousness it
TT
Tamryn T's update27 Jan 2025, 15:56
Reviewer Update
Dear Telkom Management,
I am utterly appalled by the disgraceful service I have received from Telkom, and I am compelled to escalate this matter due to your organization's complete failure to resolve my complaint.
On the 27th of January, I contacted the Telkom Express store and spoke with Aiden Van Wyk, the assistant manager. He confirmed that my complaint had been "dealt with," yet I have not received a single update or explanation regarding what has transpired. This is the first time I am hearing of any progress, which is entirely unacceptable.
For the first time, I was also provided with the details of the sales agent I initially dealt with, Nakeshia Syster. Her behavior throughout this process has been *********, and I demand accountability. She gave me false hope on the third day of my warranty period, claiming that the branch or regional manager would address the issue. Instead, I was subjected to seven days of delays and excuses, and my details remain unchanged in your system despite repeated attempts to resolve this.
As a first-time Telkom customer, I am disgusted by the lack of professionalism and transparency I have experienced. Your failure to respond to my emails or provide any meaningful assistance demonstrates a blatant disregard for your customers.
This level of negligence is ********* and unacceptable, and I will not tolerate it any further. I am left with no choice but to take severe action against Telkom and the individuals involved. This includes Nakeshia Syster, who was solely interested in making the sale, without any regard for resolving the issue.
I demand immediate feedback on this matter, including a full explanation of the steps taken to address my complaint. Should I fail to receive a satisfactory response within 24 hours, I will escalate this matter to external regulatory bodies and pursue all available channels to hold Telkom accountable for its gross misconduct.
I trust you will treat this matter with the seriousness it