Wasp Subscription Service ***** - Telkom Mobile

I have been a TM customer for many years and have numerous contracts with the network provider with no previous issues up until now.

I contacted the contact centre and spoke to a consultant(don't remember his name) nor was given a reference number was advised there is no reference. I have 3 active numbers that I use however the one in question is a data sim on a new device. For he past month or two since Telkom adjusted my spend limit I am receiving messages stating that you have subscribed to Gamezone, FaithFirstTV, Recryeo, Yellowdot to name a few of which I don't even know where or how these came about as my device is always switched off and that data sim is a spare sim which I would now and again turn on.

When I contacted the call centre I requested to speak to a Manager which I was denied and advised I will be contacted within 24 hours of which nobody called back. I then decided to call the Call Centre again and got through to Sifiso Mpembe at 12pm on 1 April 2022. He tried assisting me however wasn't very helpful and mentioned that the code *179*7867# was to temporarily cancel subscriptions and there is a permanent one *179*6279# of which I notice is the same menu option when dialled just another way of cancelling. He mentioned to me I have an active subscription and need to dial this code to cancel of which when I did it said I have no active subscriptions, which means he **** to me. I questioned as to how he is able to provide me with this information but the previous consultant never mentioned anything about this and he was not able to answer. Further to this I was promised a Callback within 24 hours from a Team Manager/ Supervisor by the first consultant the day before as no Manager was available to take my call or assist me immediately. Its been well over 24 hours and there is no callback. Further to this, my device has been turned off after i contacted the call centre at which point all the active subscriptions was cancelled by myself by dialling the cancellation code which Telkom sent me via sms. This morning I turned my device on after it being off the entire night only to fine that I received an sms stating you have been subscribed to Shortflix and Recryeo the same subscription I jist cancelled the day before. The consultant Sifiso further stated that the subscription was activated at 2am in the morning at which time my handset device was off and I was sound asleep.

How can I have a subscription activated on my number even though my device is off and not in use? These subscriptions take R3/day and if my device is constantly off I am being billed a lot over a long period of time for subscriptions which I have no knowledge off. I did not subscribe to anything at anytime, mind you I have been a customer service Manager myself working for MTN South Africa for many years so when it comes to these things I am very careful and have knowledge how it works. Subscriptions can only come about if a customer subscribes to a wasp service either by dialling a code and intentionally subscribing for this service, they could be browsing the internet and adverts pop up and they click on random ads, in some cases the network provider would send marketing messages as a form of advertising which would advertise wasp services and these SMS contain a link which if you click mistakenly it would subscribe you and lastly either by using the app for that service provider or should a consultant within the contact centre who has access to your account info and number go onto their system and can either actively subscribe you on their system which would be ******* to do so without the customers permission of them calling in or a security process being followed to gain access to the information.

N.B. None of the above fits my situation as I don't have the app on my device. I have not used the device to browse the internet to have clicked on any ads. There have been no sms with wasp links sent to me by Telkom other that the ones received afterwards informing me that a subscription is already on my number providing me a code to cancel it.

I am tired of this circus of a network provider with *********** staff who cannot assist I mean why have customer services if you are unable to assist a customer resolve their query and concerns.

I have 3 other contract numbers and I use those full time but never did I ever have this problem with subscriptions so why specifically just the one number I rarely use at all. My bill at the end of the month is shockingly high due to these subscriptions which I have not activated and the longer I have this device turned off and not on use the bill is accumulating and increasing constantly imagine 5 or 6 of these random subscriptions of R3/day and after a week or two in the long term your bill is high being just one of my many contracts.

I need a resolution to this urgently as if not resolved I will be cancelling my contracts with Telkom Mobile and moving to another network as this is becoming ridiculous!

It is for this reason I want a full investigation to be conducted regarding this matter, all wasp services cancelled for good as I have no interest in any of that, further to this action needs to be taken for my time being wasted and consultants lying to me or providing me with false information, Sifiso Mpembe dropped the call on me whilst I was speaking and transferred me to to rating system and was in a hurry to get off the line - I need this addressed, I need Telkom Mobile to refund me for all these annoying subscriptions that I have not subscribed to and they need to provide proof - Date, Time, When, How these came about.

I further to this still need a callback from a Customer Service Manager as a Courtesy Call for appalling service received.

Telkom Mobile from one of my favourite is slowly becoming the worst network provider.

Regards Jordache