UNFAIR BUSINESS PRACTICE AND UNPROFESSIONAL SERVICE

Good Day

I’d formally like to lay a complaint against TELKOM SALES and OPENSERVE I have been pushed around from department to department making 30-45 minute phone calls each day to follow up on a service that I am paying for.

- On Monday the 5th of November I called Telkom Sales and spoke to Adam to relocate my services to my new address (which I spelt out). - I was told that my new address, which is 4 roads away from my old premises, puts me on a different exchange - Adam asked me to spell my new address and told me that I would need to downgrade my line speed due to the new exchange not offering the same capacity, which I unwillingly did. I even asked if there was nothing that Telkom could do and he told me no, I had to cancel my service and do LTE (more expensive and on a contract which I don’t want!) when I told him I wasn’t happy about this he basically told me to cancel my service (WTH? Is this customer service?) This is unprofessional and definitely a contributing factor to the numerous clients you have lost this year alone. - I was told to call back on the 6th of November the Tuesday to relocate, which I did and spoke to Adam again (re-spelt my new address for him) and he booked my service. - On Thursday the 8th November I received a call from ********** stating that a technician would visit my premises the next day to do the relocation, I took off from work and waited for a technician to come out but no one pitched. - On Monday the 12th November I called Telkom sales and spoke to a wonderful lady who’s name I don’t recall, she told me that open serve never updated their system as to the outcome of Friday’s visit. I then had to rebook the service which I did and had to spell out my address. The service was escalated and booked for the 14th November Wednesday. - On Tuesday the 13th I received an sms confirming that an appointment has been made for the 14th November and that I had to note that the service is an all day service. - Extremely happy, I took off from work again as this would be the day that I received my internet and I would be able to work from home instead of driving out to Century City every morning in my highly pregnant state. - At 11h00 I called Telkom sales and spoke to the most unfortunate woman because she had to deal with my frustration build up of a week and a half of lies and told her to make sure that Telkom comes out today. - At 12h04 the Openserve technician called Lennard ( ********** ) contacted me to confirm the service for the day and to confirm my address. I was told that the address he received was incorrect and that I needed to contact Telkom to tell them that the incorrect address was loaded (after I spelt it out on 3 occasions) my address was loaded as Ottery instead of Grassy Park and the spelling of the Road was incorrect – which is an entirely different suburb. I then proceeded to call Telkom sales and spoke to Adam again at this point I was fuming with frustration only for me to deal with Adam (who is disgracefully unhelpful and *********** and is in desperate need of customer service training which I would gladly provide him with free of charge!) and told me that the case has been escalated, he doesn’t have a contact number or email address for his team leader and he re-booked my service with no idea as to when Openserve would be out, when the service would be rebooked ect. FRUSTRATION FRUSTRATION FRUSTRATION!!! - I called Telkom sales this morning 15th November to follow up on my order and I spoke to Raymond who was extremely courteous and told me that my case went back to Openserve with the updated address and they should have contacted me to re-book the service. But he saw that the case was hanging with Openserve and no technician was assigned to my case. The case was blank! He told me to contact the technician of the day before and try and sort out this issue. (I called and had both, the technician and Telkom on the line at the same time) and Lennard could do nothing for me as the case would need to be assigned to him. Raymond then gave me a number for Open serve ********** and I spoke Nolu – She asked if I had a Telkom reference number which I gave to her – when she heard I was relocating she transferred my call to Telkom sales without listening to my query further. I then called Open serve again after I realized that I was holding for the incorrect department where I had just spoken to Raymond for 45 minutes. - I then spoke to Aviwe at Openserve and she told me that the case has not yet updated on the technical system and that she cannot give me a turn around time as to when my case would be tagged to a technician, I then asked if there was a possibility that this case could basically pend for week, a month, a year and this woman said YES! - At this point I was almost in tears because at the end of the month I will be expected to pay the full bill for a service I haven’t been able to use! - The fact that I have to drive in 90 minute traffic to and from the office is taking an extreme toll on me physically and financially as I cannot work from home until Telkom/Openserve decides to play along. Will Telkom and Openserve re-imburse me for my travelling to and from work while they take their time to do their JOBS? Will I be compensated for the emotional distress that they are putting me through? Will I be compensated for the time that I had to take off from work?

The fact that I have escalated this case more than once and that I have to battle with Telkom and Openserve is unprofessional and unfair business practice. Telkom will expect full payment at the end of the month!

Could someone please please assist me with the following before I go in to early labour - When will my case be assigned to a technician? - When will my RELOCATION service take place? - Why can I not have a 4 mb line when I was told 2 ports were available according to the agent I spoke to on Monday? - Why is Telkom not doing their utmost to retain their clients?