Worst assistance in the universe

<p>It's with very much frustration that I am putting my story here</p> <p> </p> <p>On Thursday 2 February 2017, I received a phone call from a guy named Stallone (Employee no 14288). He told me about this amazing deal TELKOM MOBILE is offering</p> <p> </p> <p>"R119+R119 pm for Hauweii Y3ii and the deal included the following "</p> <p>* 2 Hauwaii Y3ii phones</p> <p>* Sim card</p> <p>* 2 Times the Benefits</p> <p> </p> <p>Beneftis</p> <p>* 3000 Anytime min per phone pm x24</p> <p>* 50 SMS's per day per phone pm x24</p> <p>* 500MB data per phone pm x24</p> <p>* FREE: Whats App, BBM Viper: Caling and Messaging</p> <p> </p> <p>Now this deal already sounded to good to be true but he assured me about the amount of R119 per phone and about the benefits.</p> <p> </p> <p>I told him to phone me back the next day.</p> <p> </p> <p>I phoned my sister and she told me to make sure it's a TopUp plan as Stallone did not mention the package being TopUp or Open Plan.</p> <p> </p> <p>After speaking to my sister I phone the customer care no Stallone gave me. The consultant told me Stallone will phone me back. Which he did.</p> <p> </p> <p>I asked him about the contract being TopUp as I can't afford more than R238.00. Stallone assured me it can be changed to a TopUp. He also gave me the following advise "After the device/simcards are Rica'd I must phone 081 180 and put a "soft cap" on the 2 numbers and change it to TopUp" I asked again if he was sure it could be done and he confirmed it could be done.</p> <p> </p> <p>I took the deal of R119+R119 after speaking to my husband. Stallone phoned me back at about 12 the same day. I asked him to repeat the benefits and that we won't pay over R238.00. He assured me once again about the benefits and amount. I was happy to sign after yet another confirmation.</p> <p> </p> <p>I was told about the once off admin fee of R150.00 for both contracts and details about the delivery was sorted out.</p> <p> </p> <p>Monday 6 February 2017 I phoned customer care (***) and spoke to Nadia. I asked to speak to Stallone, but she said he is in Sales. I told her about my deal and query. Nadia also confirmed deal with all the benefits mentioned above and that the deal can be changed to TopUp.</p> <p> </p> <p>She told me there is only 1 device on it's way to me and not 2. I told her my deal was for 2 contracts. She said she will get the recording and phone me back. She never phoned me back.</p> <p> </p> <p>Wednesday 8 February 2017 I phoned customer care and requested to speak to Nadia. She said she went through the recordings and there is 2 contracts.</p> <p> </p> <p>I was told by Nadia to send the 1 phone that is on it's way back with the courier and tell them it's the wrong package. She then confirmed 2 deal and devices will be send R119+R119 and confirmed benefits AGAIN.</p> <p> </p> <p>Thursday 16 February 2017 I phoned customer care and spoke to Lerato. She confirmed devices were dispatched and on their way. She confirmed the "soft cap" and change to TopUp by phoning 081 180.</p> <p> </p> <p>Lerato confirmed the 3000 min was not Anytime min that was confirmed so many times but Telkom Mobile to Telkom Mobile and Landlines only. I still wanted the deal.</p> <p> </p> <p>Wednesday 22 February I received the devices.</p> <p> </p> <p>Phoned customer care spoke to Kumashree. I was told about 48 hours for Rica and to charge the phones for 16 hours. After 48 hours to phone 081 180 to change to TopUp.</p> <p> </p> <p>Monday 27 February 2017 I phoned 081 180 an spoke to Thulili Hlanwane and told her to put a soft cap on and to change the package to TopUp as I was advised by so many consultants. I was told she can put on the soft cap but can't change the package to TopUp it could only be done by a Telkom store. Because I live in Uitenhage I told her to make a note that I will only be going to Port Elizabeth where the nearest store was on Thursday 2 March 2017. She made the note on my profile.</p> <p> </p> <p>On Wednesday 1 March my handicapped son was admitted to Hospital. With my son in hospital there was no way I could still go to Port elizabeth the next day.</p> <p> </p> <p>I then phoned some one I know at Telkom Marina Serfontein and asked if she could help me. I told her my story and asked if she could change my 2 contracts to TopUp. She said she will see what she could do.</p> <p> </p> <p>She phoned me back and said that the R119 packages cannot be changed into TopUp but there is another package the Free Me 1GB that can be changed into TopUp R149+R149 = R298.00.</p> <p> </p> <p>Benefits</p> <p>* Free Telkom Mobile to Telkom Mobile and Landline calls per phone per month x24</p> <p>* 50 SMS's per day per phone per month x24</p> <p>* 1 GB data per phone per month x24</p> <p>* FREE: Whats App, BBM, Viper: Calling and Messaging</p> <p> </p> <p>So I confirmed the change. She changed my contracts to the Free Me 1GB. I was under the impression all was done on my lines and everything was fine.</p> <p> </p> <p>Over the weekend I used the phone a little bit. I did a balance enquiry and received the following information</p> <p>* 32MB data</p> <p>* 16 min talk time</p> <p>* 5 SMS's</p> <p> </p> <p>That is not right. I phoned Marina and told her, she said she would check and get back to me. She never did.</p> <p> </p> <p>Wednesday 8 March 2017 I phoned 081 180 and spoke to Lillian. I explained my story and about my balance enquiry. She told me that I am on the Free Me package and confirmed the benefits mentioned above with the 1 GB data.</p> <p>She couldn't help me with my balance enquiry.</p> <p> </p> <p>About 13H15 I phoned customer care again , I didn't get the lady's name. I explained my story with the balance enquiry. She could not help me aswell and said I must phone ********** .</p> <p> </p> <p>14H40 the same day I phoned the number and spoketo Maureen. Explained my story yet again. She could not understand why I was given this number as they only dispatches the devices. She gave me ********** to phone.</p> <p> </p> <p>16H30 I phoned the new number I was given and spoke to Divan, explained again the story, he confirmed I was on the Free Me 1 GB package with the following benefits</p> <p>* Free Telkom Mobile to Telkom Mobile and Landline calls per phone per month x24</p> <p>* 50 Anytime minutes to any network</p> <p>* 50 SMS's per day per phone per month x24</p> <p>* 1 GB data per phone per month x24</p> <p>* FREE: Whats App, BBM, Viper: calling and Messaging</p> <p> </p> <p>He said the only thing he can think of is that my package needs to be migrated and that I need to phone Migration. He put me through.</p> <p> </p> <p>I spoke to a lady (did not get her name) she said both packages shows Smart Plan 50, this is the first time I am hearing about the Smart Plan 50. I told her about all the consultants confirming my package and that I would never take out a contract with only 75MB data per month.</p> <p> </p> <p>She advised to speak to cumsotmer care again.</p> <p> </p> <p>I phoned again and spoke to a gentleman. I asked to speak to Divan but he could not put me through. He confirmed that I was on the Smart Plan 50. I told him this is impossible and this was not the deal I signed up for. He said he would look into it and phone me back.</p> <p> </p> <p>Thursday 9 March 2017 no phone call from Telkom. I phoned at 15H45 and spoke to Rulani. Exlpaining my story again. She confirmed me being on Smart Plan 50 I told her my debit order went off for R149+R149 which was the Free Me 1GB deal. She confirmed my debit order is for Free Me 1 GB package. She said I must speak to Migration again. I explained I already spoke to them. She told me to tell them the following "I am on the wrong contract. Although my contract shows Smart Plan 50, that was not discussed with me or promised to me. I am being debited for the Free Me 1 GB packaged. That is the package I should be on.</p> <p> </p> <p>She put me through to migration and I spoke to Norma. explained my story. She could not help me and said I must go back to sales. Now being on the phone for more than a hour I decided to go to the Telkom store the following day.</p> <p> </p> <p>Thursday Night 9 March 2017 my sister phoned me asking if I came right with my packages. I said no. She told me that she got a phone call today from a Dean Naidoo selling the Free Me 1GB package with the following benefits</p> <p>* Hauweii Y3ii phone and simcard</p> <p>* 3000 Telkom Mobile toTtelkom Mobile and Landline calls per phone per month x24</p> <p>* 50 SMS's per day per phone per month x24</p> <p>* 3 GB data per phone per month x24 (1GB anytime data and 2 GB for Whats App, BBM, and Viper</p> <p>* And it was a TopUp deal</p> <p> </p> <p>He also said if she only wanted the simcards it would be R99 pm and with the phone it is R149.00 pm</p> <p> </p> <p>Friday 10 March 2017 I phoned and spoke to Refilwe. She logged a query about my problem and said it will be sorted out within 72 hours. It's called Migration and that is why it takes to long. The migration will be done by Wednesday 15 March 2017 with the following benefits</p> <p>* Hauweii Y3ii phone and simcard (already received)</p> <p>* 3000 Telkom Mobile to Telkom Mobile and Landline calls per phone per month x24</p> <p>* 50 SMS's per day per phone per month x24</p> <p>* 3 GB data per phone per month x24 (1GB anytime data and 2 GB for Whats App, BBM, and Viper<br />* TopUp deal</p> <p>While still talking to Refilwe I received a message saying " Your query will be attended to. Your case number is ********** 7." Refilwe said I will get a call from Migration once everything was done.</p> <p> </p> <p>I phoned again and spoke to Eugene just to make sure the query was logged for both numbers. He confirmed both numbers were on the query and will be migrated.</p> <p> </p> <p>Thursday 16 March 2017 - 72 hours passed I phoned again and spoke to a lady she said they were busy with my query and that she can only add messages to try and hurry them up. She said hopefully by Friday (17 March 2017) it will be sorted out.</p> <p> </p> <p>Friday 17 March 2017 I phone again and spoke to a man, he basically said he can't trust what I am saying and that I need to contact the person who sold me the deal, and that no one will help me unless I talk to Stallone and get a copy of our conversation. I told him I requested so many times to speak to Stallone but nobody can put me through to him. He checked my plan which was still Smart Plan 50. I told him R150.00 x3 were deducted from my account (R149.00+R149.00 for the contract and R150.00 admin fee) he confirmed the amounts that went off. (for Free Me 1GB deal )</p> <p> </p> <p>Saturday 18 March 2017 I went to Telkom Greenacres. I spoke to Veronique. I gave her my case number and ID and the whole detailed story. She said the case was being reveiwed and that they will listen to the recordings. She does not know how long this will take. She said her manager will only be back on 22 March 2017 and will only then see my query.</p> <p> </p> <p>Veronique looked at my account and said R400 will be going off but couldn't tell me for what. and made a query. Query no ********** 8. I received a SMS on Monday saying my query ********** 8 was resolved and I must phone 081 180. I phoned and the lady I spoke to said it was for upgrade fee R200.00+R200.00. She said 2 packages were upgrated to Free Me 1GB. I told her my whole story that I was put on the wrong package and due to my son being atmitted to the hopistal I could not get to Telkom immediately. Her system went offline and she asked if I could phone back in a while. I did not phone her back.</p> <p> </p> <p>Wednesday 22 March 2017 I went back to Telkom. Spoke to Veronique again. She only said she made another note and I must wait. She said the problem is not with Telkom but with Mobile Talk.</p> <p> </p> <p>Monday 28 March 2017 I phoned 081 180 and spoke to Amandis. He confirmed the problem is with Mobile Talk. He said my packages are on Free Me 1 GB but Mobile Talk has to change it on their side aswell. He gave me the number for Mobile Talk 0 ********** 51 and said I must request to speak to a Supervisor and not to a consultant.</p> <p> </p> <p>I phone the number the same day and spoke to Lilian (spoke to her on 8 Macrh 2017) she said the return time for a supervisor to call back is 24 hours. She put in the request for a supervisor to call me back (1st request) UP TO DATE 3RD MAY NO SUPERVISOR CALLED ME BACK.</p> <p> </p> <p>Thursday 30 March 2017 I phoned Mobile Talk to query about the supervisor calling me back and spoke to Nadia. Spoke to her 6 February 2017. She could see my query being escalated and told me she will phone me back Friday morning</p> <p> </p> <p>Friday 31 March 2017 - No call from Nadia</p> <p>Monday 3 April 2017 - No call from Naida or Supervisor</p> <p> </p> <p>Tuesday 4 April 2017 - I phoned ***and spoke to Somila. Nadia is on leave. She said my query was escalated. I requested a Supervisor to call me (second request)</p> <p> </p> <p>Thursday 6 April 2017 spoke to Sandile I requested for the third time for a Supervisor to phone me.</p> <p> </p> <p>Friday 7 April 2017 spoke to Christena as Nadia was busy with a call. I also requested a forth time for a Supervisor to call me. I asked her to phone me Monday around 10 at we were going on holiday and she promised but never did phone on Monday.</p> <p> </p> <p>Tuesday 18 April 2017 Spoke to Somaila. Nadia was on lunch until 3. I left a message for Nadia to phone me after lunch. I asked who the Supervisor was Mr K Pillay. Nadia never phoned me.</p> <p> </p> <p>Wednesday 19 April phoned and spoke to Nadia with the fifth request for a Supervisor to contact me I threatened with legal actions. within a hour I received a call from Kumeshree (I spoke to her previously) She asked the problem as she can't understand what they must do. I explained my story in detail to her. She said she does not think they will be able to change my package. I asked her to please go and listen to the recordings of the package Stallone offered me and to what package I agreed to. She said if she couldn't help me she will cancel the contracts and I agreed. I asked when she will get back to me she said either tomorrow (Thursday 19 April 2017) or the day after Friday (20 April 2017). It's now Monday 24 April and no phone call received as yet.</p> <p> </p> <p>Monday 24 April 2017 spoke to Michelle wanted to speak to Kumeshree and call was escalated to her to phone me back. (to date 3 May 2017 no call from Kumeshree)</p> <p> </p> <p>Wednesday 26 April 2017 spoke to Lillian AGAIN. Requested a Supervisor to call me for the sixth time. - To date no call from Mr K Pillay</p> <p> </p> <p>Friday 28 April 2017 spoke to Sandile. Escalated my call to Mr Pillay for the seventh time.</p> <p> </p> <p>Tuesday 2 May I spoke to Michelle again. They are waiting for feedback from Telkom. I requested for the eighth time for a supervisor to contact me. She told me turn around time for supervisor to call is 24 hours. She escalated to Mr Pillay and Kumeshree to contact me urgently. To date 7 JUNE 2017 no call has been received from either Kumeshree or Mr Pillay.</p> <p> </p> <p>This is beyong pathetic. I've been struggling with this problem for the last 4 months. I have been paying these contracts for the last 4 months. I've used up so much airtime by phoning in all thetime and NEVER receiveing any calls back. I've wasted petrol by driving to Port Elizabeth from Uitenhage on countless times. I am not being reimbursed for all my expensses and still I have not resolved my problem. It's like nobody wants to assist me. I am the CUMSTOMER and I NEED TO BE HAPPY. I AM NOT HAPPY!!!!</p> <p> </p> <p>Do you think it's fair the HELL I have been through? I feel this sitaution is so out of hand I don't think Telkom knows how to fix it. And to put the blame on Mobile Talk is unacceptable. When we get called they don't say "Hi I'm phoning from Mobile Talk' They say "I'm phoning from Telkom Mobile".</p> <p> </p> <p>I feel it's truely disgracefull to not take any blame for this matter. I also can't see why it's so difficult to just go and find the recordings and make right what was wronged. I have given you all the dates and people I spoke to. It should be very easy just to find the recordings.</p> <p> </p> <p>I hope to get a response very soon.</p> <p> </p> <p>Mrs Tillie Le Grange</p> <p>Contract Numbers ********** and ********** </p> <p> </p> <p>You can contact me on ********** </p> <p> </p> <p>Thank you</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>