Wrong billing, bullying and poor customer service

Hi I'm very disappointed by Telkom and I can't believe that it's the same Telkom I have been their client for the past 4 years. Telkom agents are very rude, unprofessional and don't care about the effect of their conduct on us as clients especially a salesperson I was dealing with known as Jamaine Ganas. She does not care about clients.

In October 2020, I app**** for a mobile contract of two (2) devices Samsung S20 Ultra and iPhone 11 pro-max on an unlimited package for business. After numerous calls to the Telkom call center trying to get feedback, She responded on the 21st of October 2021, informing me that an amount of R32 000.00 is required as a deposit for the contract to be approved. I paid that amount on the same day and my contract was approved.

On the 2nd of November 2020, the mobile devices (2 x Samsung S20 Ultra) were delivered instead of 1 x Samsung S20 Ultra and 1 x iPhone 11 pro-max. I immediately contacted the salesperson Jamaine Ganas I was dealing with and informed her that the delivery is incorrect and she remembered the order was iPhone and Samsung, so she sent a courier company to come and collect the 2nd Samsung in order to rectify the error and deliver the iPhone 11 as ordered. The courier company arrived and collected the Samsung S20 and left me with one Samsung phone. A few days later, I contacted Jamaine Ganas for an update and her response was that the iPhone 11 pro-max I initially ordered has been discontinued therefore I should take the Samsung S20 Ultra as it is the best phone at that moment. I agree and told her that she can send it back the 2nd Samsung S20 that was collected by their courier but she asked me to feel another application form because the phone that was collected from me has been sent to the warehouse and I did then after I received the 2nd Samsung S20 Ultra. That was the beginning of my trauma.

Since November 2020 up to date, I've been billed by Telkom for three (3) phones including the Samsung S20 that was collected from me by the courier which was sent by Jamaine Ganas. I've been calling Telkom every week to query the over-billing and was told that Jamaine Ganas never remove the phone that was collected from me by the courier as a result in the Telkom system it shows that I have three (3) phones. The different call center agents I spoke to when I call the Telkom call center always promised that the matter will be escalated and a case will be opened in order to investigate the matter internally. The following case numbers were issued to me by Telkom agents: Case No: ***5 and ***2 but it's been weeks since the cases were opened but nothing happens except the bullying and continuation of overbilling.

On the 1st of March 2021, I received an invoice which is due on the 6th of April 2021 stating that Telkom will penalize me and debit an amount of R26 730.00 for terminating the third phone. I called again and explained to them that I never received any third phone and I'm not terminating any contract other than trying to fix an error that was made by a Telkom official and was introduced to Vuyokazi Mazond who was supposed to assist me in this matter. I wrote three (3) emails to her requesting feedback but she is ignoring all my emails and I'm frustrated because instead of Telkom refunding me for all the premiums they debited from November 2020 until March 2021, now they are going to debit a termination penalty.

This is bullying, cruelty, and ********ly.

From: Mbulelo ***