If you are considering a switch to telkom mobile, I urge you to read this letter, I made a switch from MTN in August, and subsequently have come to regret the dicision so much so I would rather be swarmed by killer insects then speak on the phone with anyone from telkom. (Which I have probably done over 50 times trying to resolve this) I wish I went with FNB Mobile, or need I even say stuck it out with MTN.
2 Weeks back, I send telkom the letter below, suprise suprise they ignored it. Oh I lie, they manged to rectify my billing and charge my outstanding amount, and upgrade me to a 250 package which they are now charging me R1360 per month (I was sold it at R809 for the iphone 6S and the current price on the site is R799,00 per month)
I still have not been refunded the R809,00, they have no record of the debit of it, and claim it is policy to keep this money for 2 months to check I can afford the contratct.
I still have no paperwork or proof of my originial call or contract.
I am stuck, I can't cancel my contract without penalty and I can't get anyone at Telkom to help or sort this out. Any advise??
Attention: Telkom Mobile 27 September 2016
Telkom Mobile Head Office
92 Oak Avenue Highveld
Techno Park Centurion 0157
Centurion
LETTER OF URGENT REQUEST & COMPLAINT
Dear Telkom,
Please read the below letter, and respond promptly, should you not, I will try sharing it on an online channel where it might have a faster chance of reaching you.
I recently moved across to you, Telkom, at the start of your new campaign, in a bid to ‘FREE MYSELF’ from MTN and their excessive chargers.
If I had known now what I do about your level of incompetency, and the frustration and discomfort I would go through after leaving MTN, I would never have left, or most certainly would have chosen a more proficient provider.
ISSUE 1: SIM SWAP- Status: Resolved (after 46 days)
ISSUE 2: WONG CONTRACT
Status: unresolved
NO CONTRACT – WRONG CONTRACT
(I called the call center 8 times, and sent 4 emails)
• You have never sent me a contract
• You insist I am on the myplan 50, I order a myplan250
ISSUE 3: BIILLING
Status: unresolved
(I called the call center 6 times, and sent 3 emails)
I notice I have not been billed since August
You want to bill me for a myplan50
You are not aware of the debit you did on 2nd August for R809,00 (Value of a 250 plan)
REQUIRMENTS
1. Please send me my contract/ paperwork/ any agreement I have with Telkom, and my commitments, and debit orders.
2. Please send me my telephone recording for the sale of my phone.
RESOLUTIONS
To make it easy, here is what you need to do to resolve the situation for issue 2 & 3
ISSUE
1) Credit the 809 you incorrectly debited
2) Debit me for a myplan50 contract for August and September (This may only be on the second which is the date I requested debits be set for)
3) From October, Debit me the correct amount for the myplan250 contract
PLEASE COMPLETE THIS BY END OF SEPTEMBER
ALTERNATIVE SUGGESTIONS
You have not delivered what was sold, and as you are clearly not able to provide the service you sold me, or rectify as per the above resolution.
1) Provide me with an option to return the phone, box and accessories and cease any “contract”. This will allow me to ‘ free-myself’ so I can move to a new provider who can offer me basic services, like a contract, correct billing and the correct benefits loaded for the package I requested, that was sold to me.
2) Provide me with a NEW contract option to pay for only the phone monthly, or pay as you go minus any Telkom contract charges so I can move to a new provider who can offer me basic services, like a contract, correct billing and the correct benefits loaded for the package I requested.
AFTERTHOUGHTS
So at this point I have had enough of your dismal service, and lack of effort at resolving all of these issues. I probably should get my blood pressure checked, since I get so mad after every contact with anyone from Telkom. Your call center agents are rude and can’t resolve anything, you have no social media response to any complaint, your online chat never works, and my emails end up in the empty wasteland that is your customer service inbox.
I am actually ashamed of myself for believing that you as a brand had changed, you will never change, your reputation of incompetency will follow you no matter how you try and rebrand and remarket yourself away from it.
I believed that you would give me something more than MTN, better service, at a better rate, and yet all ‘FREE YOURSELF’ is, is another marketing ploy to sell fast entrapment into a long contract with no service or care for the customer involved.
I sincerely hope that someone takes the time to read this, and realizes that you need to be making improvements, and take customer complaints and service seriously, I am so upset because I am a new customer, I gave you a clean slate to work with, I am your ideal. Time will tell if you up your game.
Mildly courteous Regards,
M Taylor
taylormegs@gmail.com
2 Weeks back, I send telkom the letter below, suprise suprise they ignored it. Oh I lie, they manged to rectify my billing and charge my outstanding amount, and upgrade me to a 250 package which they are now charging me R1360 per month (I was sold it at R809 for the iphone 6S and the current price on the site is R799,00 per month)
I still have not been refunded the R809,00, they have no record of the debit of it, and claim it is policy to keep this money for 2 months to check I can afford the contratct.
I still have no paperwork or proof of my originial call or contract.
I am stuck, I can't cancel my contract without penalty and I can't get anyone at Telkom to help or sort this out. Any advise??
Attention: Telkom Mobile 27 September 2016
Telkom Mobile Head Office
92 Oak Avenue Highveld
Techno Park Centurion 0157
Centurion
LETTER OF URGENT REQUEST & COMPLAINT
Dear Telkom,
Please read the below letter, and respond promptly, should you not, I will try sharing it on an online channel where it might have a faster chance of reaching you.
I recently moved across to you, Telkom, at the start of your new campaign, in a bid to ‘FREE MYSELF’ from MTN and their excessive chargers.
If I had known now what I do about your level of incompetency, and the frustration and discomfort I would go through after leaving MTN, I would never have left, or most certainly would have chosen a more proficient provider.
ISSUE 1: SIM SWAP- Status: Resolved (after 46 days)
ISSUE 2: WONG CONTRACT
Status: unresolved
NO CONTRACT – WRONG CONTRACT
(I called the call center 8 times, and sent 4 emails)
• You have never sent me a contract
• You insist I am on the myplan 50, I order a myplan250
ISSUE 3: BIILLING
Status: unresolved
(I called the call center 6 times, and sent 3 emails)
I notice I have not been billed since August
You want to bill me for a myplan50
You are not aware of the debit you did on 2nd August for R809,00 (Value of a 250 plan)
REQUIRMENTS
1. Please send me my contract/ paperwork/ any agreement I have with Telkom, and my commitments, and debit orders.
2. Please send me my telephone recording for the sale of my phone.
RESOLUTIONS
To make it easy, here is what you need to do to resolve the situation for issue 2 & 3
ISSUE
1) Credit the 809 you incorrectly debited
2) Debit me for a myplan50 contract for August and September (This may only be on the second which is the date I requested debits be set for)
3) From October, Debit me the correct amount for the myplan250 contract
PLEASE COMPLETE THIS BY END OF SEPTEMBER
ALTERNATIVE SUGGESTIONS
You have not delivered what was sold, and as you are clearly not able to provide the service you sold me, or rectify as per the above resolution.
1) Provide me with an option to return the phone, box and accessories and cease any “contract”. This will allow me to ‘ free-myself’ so I can move to a new provider who can offer me basic services, like a contract, correct billing and the correct benefits loaded for the package I requested, that was sold to me.
2) Provide me with a NEW contract option to pay for only the phone monthly, or pay as you go minus any Telkom contract charges so I can move to a new provider who can offer me basic services, like a contract, correct billing and the correct benefits loaded for the package I requested.
AFTERTHOUGHTS
So at this point I have had enough of your dismal service, and lack of effort at resolving all of these issues. I probably should get my blood pressure checked, since I get so mad after every contact with anyone from Telkom. Your call center agents are rude and can’t resolve anything, you have no social media response to any complaint, your online chat never works, and my emails end up in the empty wasteland that is your customer service inbox.
I am actually ashamed of myself for believing that you as a brand had changed, you will never change, your reputation of incompetency will follow you no matter how you try and rebrand and remarket yourself away from it.
I believed that you would give me something more than MTN, better service, at a better rate, and yet all ‘FREE YOURSELF’ is, is another marketing ploy to sell fast entrapment into a long contract with no service or care for the customer involved.
I sincerely hope that someone takes the time to read this, and realizes that you need to be making improvements, and take customer complaints and service seriously, I am so upset because I am a new customer, I gave you a clean slate to work with, I am your ideal. Time will tell if you up your game.
Mildly courteous Regards,
M Taylor
taylormegs@gmail.com