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Statement of Fact: Telkom Mobile are totally incapable of resolving THEIR mistakes.
I have posted in this thread 2 or 3 times already, ... about the utter and complete mess that TM have made with the renewal of my contract for a 10gb+10gb Internet.
I renewed my 2 year contract on the 2nd of July, .. and since then the situation has gone from bad to worse, with, seemingly .. absolutely NO resolve in sight. :erm:
Subsequent to my most recent post on the 8th of October, wherein I mentioned that I had been contacted by a chap from support (on the 4th of October), informing me that the issues with regards my account had been resolved .. i.e. my 10 Gb Night Surfer, which had been removed from my account with effect from the 1st of October, would be restored within 24-48 hours, .. and that, going forward I would get my 10gb+ 10gb for R199.00 per month.
Well ... ABSOLUTELY NOTHING has been resolved.
With great difficulty, I have been able to get hold of this 'support' guy, Marvin, who works in the Backoffice, and have spoken to him on 6 occasions. On each occasion, he apologizes for the 'inconvenience', ... says he will investigate, .. and assures me that he will get back to me before the end of day, .. or, failing that .. by midday the following day.
NOT ONCE has he ever gotten back to me .. !!!
On those occasions where he is .. "not in" .. "unavailable" .. or whatever other excuse I have been given, .. the TM agent that I am dealing with, send him an e-mail to contact me urgently.
... absolutely no response whatsoever. !!!
I have no idea, how many cases have now been logged, just to get my 10 Gb Night Surfer back .... with absolutely ZERO response or resolve.
The disturbing thing, .. is that when I call TM and speak to an agent .. they tell me the case is resolved/closed .. to which my response is ... "How in the hell can it be resolved, .. if I STILL don't have my 10 gb Night Surfer back???"
After numerous failed attempts at trying to get hold of this Marvin character from Support/Backoffice, .. I eventually got him on the phone last week Tues. After his 'default' apology phase, .. I discussed with him why getting my 10gb NS back, this late in the month .. would be a waste, as there was no way I would be able to use it all by month-end, .. and that it, monetarily, needs to be credited to my account.
He told me that he would investigate the possibility of either, .. letting any surplus of the 10gb carry over into November, .. or, getting a credit passed for the 10gb. He would call me back by the end of the day. (yea, right)!!
Well, .. suffice to say, and true to form ... I haven't heard from him since. I have made numerous attempts to get him on the phone .. to no avail, .. and the TM agents I have spoken to since then .. have, apparently, sent him an e-mail to contact me ... also, without any response whatsoever.
.... AND I still don't have my 10gb Night Surfer back. ..
To make matters worse, .. if that's possible ... upon speaking to 2 TM agents this morning, .. they have informed me that according to their System .. I have a 10gb+10gb package at ... R299.00. WTF!!! :wtf: At the very least, I thought that aspect of the problem had been resolved. At one point it WAS resolved, as when I spoke to an TM agent a couple of weeks ago, she confirmed that I had a 10gb+10gb at R199.00.. During the process of getting my 10Gb Night Surfer back, I did voice my concern that, knowing TM as I have come to know them .. that they would probably ADD R100.00pm back to my account. I was given assurances that this would NOT happen.
... YET IT DID. !!!!
Whilst Telkom Mobile seem to have NO difficulty in erroneously adding R100.00 back to my account, .. they seem to have EXTREME difficulty in giving me my 10gb NS back. Typical!!
So, the end result of 2 months of talking to over 30 TM agents, .. at least 6 Team Leader/Supervisors/Managers .. and Marvin in Support/Backoffice ... is that come the 31st of October .. I'm going to be debited for a 10gb+10gb at R299.00 ... and I have only had access to 10gb for the month. This constitutes both Fraud AND Breach of Contract. i.e. charging me for something that has not been provided.
... and who knows what the state of my TM account is going to be come the 1st of November. I wouldn't be at all surprised if suddenly I find myself without my remaining 10 Gb. So, I will probably be billed R299.00 per month ... for sweet bugger all!!!! :wtf:
So, the question is ... what should my next course of action now be? I have been given some advice, but, I'm going to wait and see what happens on the 31st Oct/1st Nov. I hope for TM's sake, that they have the matter sorted by then.
To those of you that are experiencing similar difficulties .. I can only wish you good luck, .. for what that's worth. I genuinely believe that it would take nothing short of a miracle to resolve my predicament.
.. and if any of you have the misfortune of dealing with Marvin, .. and he says he will call you back .. well, say goodbye to Marvin .. as he obviously can't be bothered. I can't help but wonder .. why he is being so evasive.
The sad part of it is .. that after 5/6 weeks of phone calls/cases etc., He was the one person that gave me a glimmer of hope .. that all would be resolved with my TM account.
.. now, given his inability to follow up on the problems, .. and get back to me, ... HE is the reason I have given up all hope that my TM account will ever get sorted out.
Best Wishes and Good Luck to all of you with issues, .. maybe you'll have more success than I. Oops .. I said 'more success', .. when I should probably have said 'some success' .. as I have had absolutely no measure of success at all!!!!
Cheers
Tom
Statement of Fact: Telkom Mobile are totally incapable of resolving THEIR mistakes.
I have posted in this thread 2 or 3 times already, ... about the utter and complete mess that TM have made with the renewal of my contract for a 10gb+10gb Internet.
I renewed my 2 year contract on the 2nd of July, .. and since then the situation has gone from bad to worse, with, seemingly .. absolutely NO resolve in sight. :erm:
Subsequent to my most recent post on the 8th of October, wherein I mentioned that I had been contacted by a chap from support (on the 4th of October), informing me that the issues with regards my account had been resolved .. i.e. my 10 Gb Night Surfer, which had been removed from my account with effect from the 1st of October, would be restored within 24-48 hours, .. and that, going forward I would get my 10gb+ 10gb for R199.00 per month.
Well ... ABSOLUTELY NOTHING has been resolved.
With great difficulty, I have been able to get hold of this 'support' guy, Marvin, who works in the Backoffice, and have spoken to him on 6 occasions. On each occasion, he apologizes for the 'inconvenience', ... says he will investigate, .. and assures me that he will get back to me before the end of day, .. or, failing that .. by midday the following day.
NOT ONCE has he ever gotten back to me .. !!!
On those occasions where he is .. "not in" .. "unavailable" .. or whatever other excuse I have been given, .. the TM agent that I am dealing with, send him an e-mail to contact me urgently.
... absolutely no response whatsoever. !!!
I have no idea, how many cases have now been logged, just to get my 10 Gb Night Surfer back .... with absolutely ZERO response or resolve.
The disturbing thing, .. is that when I call TM and speak to an agent .. they tell me the case is resolved/closed .. to which my response is ... "How in the hell can it be resolved, .. if I STILL don't have my 10 gb Night Surfer back???"
After numerous failed attempts at trying to get hold of this Marvin character from Support/Backoffice, .. I eventually got him on the phone last week Tues. After his 'default' apology phase, .. I discussed with him why getting my 10gb NS back, this late in the month .. would be a waste, as there was no way I would be able to use it all by month-end, .. and that it, monetarily, needs to be credited to my account.
He told me that he would investigate the possibility of either, .. letting any surplus of the 10gb carry over into November, .. or, getting a credit passed for the 10gb. He would call me back by the end of the day. (yea, right)!!
Well, .. suffice to say, and true to form ... I haven't heard from him since. I have made numerous attempts to get him on the phone .. to no avail, .. and the TM agents I have spoken to since then .. have, apparently, sent him an e-mail to contact me ... also, without any response whatsoever.
.... AND I still don't have my 10gb Night Surfer back. ..
To make matters worse, .. if that's possible ... upon speaking to 2 TM agents this morning, .. they have informed me that according to their System .. I have a 10gb+10gb package at ... R299.00. WTF!!! :wtf: At the very least, I thought that aspect of the problem had been resolved.
At one point it WAS resolved, as when I spoke to an TM agent a couple of weeks ago, she confirmed that I had a 10gb+10gb at R199.00.. During the process of getting my 10Gb Night Surfer back, I did voice my concern that, knowing TM as I have come to know them .. that they would probably ADD R100.00pm back to my account. I was given assurances that this would NOT happen.... YET IT DID. !!!!
Whilst Telkom Mobile seem to have NO difficulty in erroneously adding R100.00 back to my account, .. they seem to have EXTREME difficulty in giving me my 10gb NS back. Typical!!
So, the end result of 2 months of talking to over 30 TM agents, .. at least 6 Team Leader/Supervisors/Managers .. and Marvin in Support/Backoffice ... is that come the 31st of October .. I'm going to be debited for a 10gb+10gb at R299.00 ... and I have only had access to 10gb for the month. This constitutes both Fraud AND Breach of Contract. i.e. charging me for something that has not been provided.
... and who knows what the state of my TM account is going to be come the 1st of November. I wouldn't be at all surprised if suddenly I find myself without my remaining 10 Gb. So, I will probably be billed R299.00 per month ... for sweet bugger all!!!! :wtf:
So, the question is ... what should my next course of action now be? I have been given some advice, but, I'm going to wait and see what happens on the 31st Oct/1st Nov. I hope for TM's sake, that they have the matter sorted by then.
To those of you that are experiencing similar difficulties .. I can only wish you good luck, .. for what that's worth. I genuinely believe that it would take nothing short of a miracle to resolve my predicament.
.. and if any of you have the misfortune of dealing with Marvin, .. and he says he will call you back .. well, say goodbye to Marvin .. as he obviously can't be bothered. I can't help but wonder .. why he is being so evasive.
The sad part of it is .. that after 5/6 weeks of phone calls/cases etc., He was the one person that gave me a glimmer of hope .. that all would be resolved with my TM account.
.. now, given his inability to follow up on the problems, .. and get back to me, ... HE is the reason I have given up all hope that my TM account will ever get sorted out.
Best Wishes and Good Luck to all of you with issues, .. maybe you'll have more success than I. Oops .. I said 'more success', .. when I should probably have said 'some success' .. as I have had absolutely no measure of success at all!!!!
Cheers
Tom
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