Disappointing Service Experience

I had the misfortune of dealing with this unprofessional company, and my experience has been nothing short of frustrating.

Communication Issues:

The WhatsApp channel is entirely ineffective. Messages go unanswered, or when they are eventually addressed, the responses are generic and irrelevant. The IVR system is broken, with poor call quality and dysfunctional routing. On reaching an agent, calls are often terminated abruptly, and background chatter suggests a lack of professionalism and proper work ethic. Call Handling:

I received multiple calls where the agent either ended the call immediately or the dialer dropped the call. It’s evident that there is no proper management or monitoring of the dialing system or agent behavior. Due to their poor call handling, I had to call them myself to find out which account the payment was for. Billing and Paid-Up Letter Process:

My Telkom account was handed over to this company despite no clear communication from Telkom about outstanding amounts. I paid the full amount (R3000) on December 10th and was promised a paid-up letter within 7-14 days. Despite my numerous follow-ups, including calls and WhatsApp messages, I was informed on December 18th that no such request had been made. When I highlighted my previous requests, the story changed to claim it takes 7-14 working days, starting from December 13th. I was told the process cannot be expedited as there is only one person handling paid-up letters, which is unacceptable for a professional organization. This entire ordeal reflects poorly on your company’s operational standards and professionalism. It is disappointing that Telkom associates itself with a company that fails so drastically in customer service.

I sincerely hope that no one else has to endure this level of inefficiency and lack of accountability.