TRUDON ACCEPTS RESPONSIBILITY, PLEDGES FULL REFUND FOR RECENT BILLING ERROR

Over the August 3, 2016 Municipal Election period, an innovative digital marketing campaign was undertaken by Trudon. This campaign was targeted at over 1000 voting stations nationally. Here, Trudon proudly offered consumers waiting to cast their vote free Wi-Fi to browse the Internet, via the SmartYellow app. Local businesses were exposed to voters through use of the app.

The digital exposure campaign was offered to a significant number of Trudon customers. Customers were given the option to opt in or opt out of the campaign offer. This is a standard and accepted practice in South Africa and did not contravene any marketing codes. However, it has subsequently come to light that customers who did not respond to the campaign whatsoever were processed as though they had “opted in”. Quite rightly, this is highly unacceptable and Trudon acknowledges without reservation or hesitation that the fault lies with us completely. Our loyal and highly valued customers should therefore not be charged for something they did not request under any circumstances.

As a result, Trudon has credited a full refund to all affected customers. This will be effective on the November 2016 billing that is sent via Telkom accounts.

We would like to apologise for the unwarranted inconvenience that we have caused our loyal customers. Please be assured that we accept full responsibility for our error and will be working as diligently as possible to provide all customers with the service and attention they rightly deserve.

Please direct any billing queries on this matter to customercarehelpdesk@trudon.co.za  or call 0860 935 569, where our Customer Care team will assist you.