Rude customer support agent

Dear Openserve/Telkom Customer Support,

I hope this message finds you well.

I am writing to formally report a disappointing experience I had today, **16 June 2025**, when I called your hotline to report what I suspect to be a ****** or damaged cable that has caused our fibre connection to stop working.

Unfortunately, instead of receiving assistance, I was met with a very unprofessional and dismissive attitude from the lady handling calls today. I informed her that I was unsure of the exact cause but believed it could be due to a ****** cable. She interrupted me and accused me of “telling a half story,” despite my efforts to explain that I am not a technician and only trying to get help.

I tried to clarify the situation, but she continued to be dismissive and eventually told me she would not assist me. I find this behavior extremely unprofessional and unacceptable, especially when I was calling in need of genuine help. I have even had to temporarily move away from home due to the lack of internet, which we pay for monthly.

We have previously visited Telkom in person and were provided with an email address to escalate fibre issues, but even after sending several emails, we have received no response to date. This ongoing lack of service and communication is frustrating and unacceptable.

I would like to request the following:

1. That a technician be urgently dispatched to inspect the issue with our fibre connection. 2. That this complaint be formally recorded, and the call from today be reviewed for quality and conduct. 3. That I receive a response regarding how Openserve plans to address this ongoing service issue and the behavior of your customer support agent.

I hope this matter will be treated with urgency and seriousness, as customers deserve to be treated with respect and supported when they seek assistance.