Telkom Mobile 10Gb+10Gb Issues

[khaleelcarrim]

Hi Everybody

I have taken out a Telkom Mobile 10Gb + 10Gb for R299.00. When I went in to the telkom store I asked the consultant at least twice that it was on a month to month as I had just moved to a new premises and was waiting for my Telkom ADSL. He did confirm that I can take it out on a month to month without a device, so I decided to purchase the device for cash. Then when the lady was processing my application I even double checked with her that it will be a month to month and she again confirmed it.

Now my ADSL is up and running and I send in the notice to cancel and they are telling me that I need to pay a penalty. I disputed this with them on the grounds that the consultant had advised me such, the lady at the call centre told me that it happens that sometimes their consultants make mistakes. Am I now liable for their consultants mistake? She even said that it's not available on a month to month, but on their website they clearly state that month to month on a sim only deal is available.

I had a look on my contract, the place where a period is supposed to be specified, is blank.

Has anybody else experienced similar issues? Mr Telkom Mobile can you help me out?

 

[Joe505]

You have a legitimate case here as the website does indicate as such.

Have you gotten nowhere with the call centre?

 

[khaleelcarrim]

You have a legitimate case here as the website does indicate as such.

Have you gotten nowhere with the call centre?

Nowhere. After looking at the website I see that it says that for the Telkom Mobile 10Gb + 10Gb LTE. But apart from that, the consultants told me it was month to month. If they had told me it was a 24 month I would have left it and not taken it. My whole objective was to get a month to month deal as I knew it was going to be temporary.

 

[Joe505]

Well my advice, call the call centre, tell them your story again, insist they open up a case for you so that this can be investigated by their back office staff. Once you have a case number you can attempt escalation processes etc.

 

[maxum]

Similar thing happened to me. On my 5th or 6th return to the Telkom store, to get additional data, I was told I was on a contract. I was told multiple times prior that my account was month to month.

 

[khaleelcarrim]

Just an update. All is now sorted. They escalated it to the store who had confirmed that it was their agents who had incorrectly advised and they are cancelling it without a penalty. thank you Telkom mobile on the forums as well as Launa who called and sorted out all the cancellation issues.

 

[kingrob]

Just an update. All is now sorted. They escalated it to the store who had confirmed that it was their agents who had incorrectly advised and they are cancelling it without a penalty. thank you Telkom mobile on the forums as well as Launa who called and sorted out all the cancellation issues.

This is great news!!

I had a similar issue when I took out a Samsung Galaxy S4 contract, but returned it after three days due to the phone being faulty.

Got overcharged that month, but they gave me credit for the following month = a happy customer.

 

[Telkom]

Just an update. All is now sorted. They escalated it to the store who had confirmed that it was their agents who had incorrectly advised and they are cancelling it without a penalty. thank you Telkom mobile on the forums as well as Launa who called and sorted out all the cancellation issues.

Hi khaleelcarrim

You’re most welcome.

Regards
Busi Tshabangu
Social Media Team