Wanting to bill penalty fees when upgrading. (attempt no. 3)

<p>Still no answer and it’s been a month!!!!!!</p> <p> </p> <p>I’m very disappointed by the service which I have received from Telkom.</p> <p> </p> <p>On 18 April 2017, I logged a complaint on Hellopeter with yourselves:</p> <p>”Wanting to bill penalty fees when upgrading.</p> <p>I am a very disappointed customer today. I went to your Irene store to upgrade (or as your store calls it – migrate) my data package to a bigger package.</p> <p>Firstly, when I signed up for my current package, your promotion said that it’ll be a 15GB package (10GB Anytime data and 5GB Night Surf) – which was not the case, now I’m stuck with 5GB Anytime data and 5GB Night Surf data.</p> <p>When I took the package I asked the question; that should I want to upgrade, will I be able to do without penalty fees being billed and I was told yes (this was over the phone).</p> <p> </p> <p>I went to your Irene store this afternoon, wanting to upgrade (migrate) to the 20GB package @ R449.00 p.m. and the lady (Tshabi M.) told me that I will have to re-apply for the new package (because the contract is only 10-months old). I once again asked, are there any penalty fees involved? She said yes, however she couldn’t tell me how much it would be.</p> <p>So I asked for it to be reversed and she made it very clear that Telkom cannot do this, when I asked for the manager, the lady told me that the manager is on the phone and she cannot see me and that I will have to wait.</p> <p>I’ve always been a happy Telkom customer and I always recommend other people to use Telkom. Now, when I am willing to pay more for data and get a bigger package WHILE REMAINING A TELKOM CUSTOMER, I am being told that penalty fees will apply, FOR WHAT???</p> <p>I’ve received several calls from Telkom telling me that I’ve been such a loyal customer and that you are willing to give me more phone contracts without having to re-apply.</p> <p> </p> <p>I already have a modem, I just wanted to get a bigger data package. Why do I have to re-apply?</p> <p> </p> <p>Please do not call me if you are not willing to assist me.”</p> <p> </p> <p>On 19 April 2017, you rep**** with the following:</p> <p>“Hi Clarize,<br /> Thank you for making contact with us.</p> <p>Please be assured that we have sent your query to the Billing Back office Team for further assistance, they will be in contact with you.<br /> <br /> Your reference number: ********** 9</p> <p>We apologise for any inconvenience caused.</p> <p>Kind regards,<br /> Launa<br /> Telkom Social Media Team”</p> <p> </p> <p>On 20 April 2017, still no feedback.</p> <p>On 21 April 2017, I received a call and I requested that the manager give me a call back. Right after the call, I received an SMS stating that my reference number has been serviced.</p> <p>I commented again –</p> <p>“So, I’ve just received a call from Nthabiseng explaining that I will “not be billed a penalty fee”, I just need to pay an extra R50 per month for the modem or I must pay it once off (± R700.00). When I requested for the manager (Lambert), the manager was not available.</p> <p> </p> <p>I am paying a package where the modem is included, now I want to upgrade to a package where the modem is still included, however I must pay an additional R50.00 for it (over and above the extra R250.00 that I WANT TO PAY, BECAUSE I WANT TO UPGRADE).</p> <p>Why can’t you change the package as I wouldn’t like a new modem? I am happy to keep my modem; I just want more data for R250.00 (I am willing to pay for this).</p> <p> </p> <p> I was informed that Nthabiseng’s manager will call me back, however I just received an SMS stating that my case ( ********** 9) has been resolved. NOTHING HAS BEEN DONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!</p> <p> </p> <p>I REGRET GOING TO TELKOM WHEN I WAS HAPPY WITH VODACOM!!!!!!!!! PRODUCTS PRICES ARE GREAT, CUSTOMER SERVICE IS NOT UP TO STANDARD!!!!!!!!!!!!!!!!!</p> <p> </p> <p>HOW DO YOU SEND SMS’S TELLING ME THAT THE CASE HAS BEEN RESOLVED, NOTHING WAS DONE!!!!!!!!!!!!!!!!!!!!!!!!!”</p> <p>On 24 April 2017, still no feedback.</p> <p> </p> <p>I read through some of the reviews on Hellopeter and it’s been confirmed that Telkom is by far the worst ISP.</p> <p> </p> <p>On 26 April 2017, I logged my second Hellopeter complaint, you rep**** with the following reference number: ********** 9</p> <p> </p> <p>On 4 May 2017, I posted a comment on my second complaint.</p> <p>“STILL NO FEEDBAC****!!</p> <p> </p> <p>MY ORIGINAL COMPLAINT WAS POSTED ON 18 APRIL 2017 AND YOU HAVE DONE NOTHING! ONE PHONE CALL, STILL AWAITING THE MANAGER AND YET AGAIN, NO CUSTOMER SERVICE!”</p> <p> </p> <p>Now guess what, it’s the 11th of May 2017 and I AM STILL WAITING FOR A CALL AND FOR ASSISTANCE.</p> <p> </p> <p>ANYONE THERE?? ANYONE READING AND WILLING TO HELP?</p> <p> </p> <p>BE ASSURED THAT I WILL NOT BE RENEWING MY CONTRACT AFTER THE 24-MONTH PERIOD.</p>