100% Score Rating for passing the Buck!

<p> </p> <p>I have on several occassions called Telkom services to resolve an outgoing mail issue I am experiencing. I am billed month on month for my services and yet only part of the service is working and no one, but no one, telephonically or by correspondence can assist me to resolve my issue. I simply get told by each agent or technician that they problems does not fall by them but by another department, I get referred from pillar to post and threaten them with a formal complaint and still no reaction. See one of the examples of the chat I had with an agent today online and this, after chatting to several agents on lines 10210 amd 10217, etc. Lost count how many times I was telephonically referred and having to repeat my issue.</p> <p> </p> <p> </p> <p> </p> <p>Welcome to the Telkom Chat service.<br />One of our friendly agents will assist you shortly. <br />Please hold for the next available Agent.<br />You are currently being assisted by Kholofelo Makgalemele<br />3:46:21 PMKholofelo: Thank you for contacting Telkom Mobile, you’re chatting to Kholofelo, how may I assist you?<br />3:46:46 PM You: Please dont hang up, other agents do whilst I am still typing. I have an LTE line with a modem and a sim card *********<br />3:47:20 PM You: I am experiencing constant problems with outgoing mails. Yet all the settings are according to your specifications.<br />3:47:47 PM You: This happens on a frequent basis with my ********** line<br />3:47:58 PM You: My id is *********XX<br />3:48:33 PM You: billing address *********XX<br />3:48:36 PMKholofelo: Thank you for your enquiry Ann.<br />3:48:49 PM You: Billing Account Number (******XX)<br />3:49:32 PMKholofelo: Kindly Kindly contact 10210 or ********** for telkomsa.net queries.<br />3:50:00 PM You: What is causing this constant problem. It is frustrating and costing me a fortune on calls from my cell to your help desk. I get shunted from pillar to post and no one can help me to rectify this problem.<br />3:52:11 PMKholofelo: 10210 is the department that creates the emails and can better assist you with the problem.<br />3:53:13 PM You: I cannot as when I do they refer me to someone else. I have a telkomsa.net email cause when I was in my previous house I had an ADSL line. We can’t here as there are no lines. So I need someone to assist me in sorting out the problem without another 10 calls having to be made.<br />3:55:55 PM You: It seems to me that there is a cross wire here and no one wants to take responsibility for my query. I have a sim card with a modem so this is wireless but am using a telkomsa.net email address which seems to be the problem, so how now are you guys gonna sort this out for me without me having to refer myself to 10 different department agents telephonically again and again and again to have this sorted out. If not, I will formally need to log a complaint with hello peter or mail a formal complaint to you CEO as this has been going on for months<br />3:56:00 PMKholofelo: Kindly note that I am unable to assist you further regarding the ********** as we do not deal with those mails in our department.<br />3:56:40 PM You: Ok so if you dont but are the owner of my wireless account then get someone to sort out the mail account for me PLEASE<br />3:57:32 PMKholofelo: I am directing you to the department that can assist you with the mail.<br />3:58:11 PMKholofelo: 10210 can assist you effeciently.<br />3:58:13 PM You: Thank you as I cannot deal with this any longer. Telkom need to get their act together and stop passing the buck.<br />3:59:00 PM You: no I have dialled that number 100 times before as I said and they refer me to 10217 etc. etc. etc.<br />3:59:11 PMKholofelo: I do apologies for the inconvenience Ann.<br />3:59:14 PMKholofelo: Is there anything else you require assistance with?<br />3:59:58 PMKholofelo: Are you still there Ann?<br />4:00:04 PM You: Then please get someone who is efficient to deal with this to call me asap ********** 999 or I will be taking this matter up further. So you getting the brunt of this but I am frustrated<br />4:01:55 PM You: I am waiting for a response. Can I have the CEO email address please<br />4:02:52 PM You: Kholofelo?<br />4:03:06 PMKholofelo: I dont have a direct line to the department for me to escalate the matter.<br />4:03:55 PMKholofelo: You will have to contact the department from your side Ann.<br />4:04:40 PMKholofelo: Are you still there Ann<br />4:04:59 PMKholofelo: Is there anything else you require assistance with?<br />4:05:14 PM You: I am thinking what should I say next. Which department as they all say it is not their problem<br />4:06:10 PM You: Do you guys not have an escalation process as Telkom? Does your customers mean to little to yourselves? <br />4:07:05 PMKholofelo: I cannot escalate a problem that is related to a different department from my side Ann.<br />4:07:47 PMKholofelo: The direct department is 10210.<br />4:08:16 PMKholofelo: I an unable to assist you further from my side unfortunately.<br />4:08:53 PM You: How many times must I tell you when I call that exact number they then say they cant help me and refer me to all other number which one that comes to mind is 10217 and they say they cant help me, so now what?<br />4:08:57 PMYOU: Been there and they refer me to the 10210 number and say they cannot help</p>