8ta / Telkom Mobile
Incorrect contract upgrade information supplied

In 2012 I took out a Internet 5 Promo contract with 8ta, then in October 2013 I noticed the SmartInternet Saver 15GB Promo and phoned the customer care to ask about upgrading. I was told that I can't do an upwards migration due to the fact that the current contract was a promotional deal. According to them I need to cancel the current contract and take out a new one, but I need to do it at a Telkom store.

I then visited the Telkom Mobile store at the V&A Waterfront and asked about upgrading, where the agent told me that they cannot cancel contracts and that they can only cancel contracts via the call centre. He phoned the call centre and confirmed the procedure as the call centre gave me, and that I needed to take out a new contract.

I did exactly that. However, when I received my invoice I was slapped with an R800 early cancellation fee, despite taking out a more expensive contract. I referred to the original Internet 5 Promo contract and noticed that I WAS in fact able to do an upwards migration during the 24 month period.

I believe I was given incorrect information and have been charged the cancellation fee unfairly.

No one at the call centre seems to be able to help me.

Company: 8ta / Telkom Mobile
Country: South Africa
City: V&A Waterfront

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