10213 - The Call Center from Hell. 10 reasons why not to go Telkom Mobile

Avoid using Telkom Mobile unless you are prepared when phoning 10213 to:

1) Wait an average of 20 minutes for an agent to come on the line - spend an average of 1 hour per call 2) Have the agent ask you a 100 questions to know exactly who you are and what you want 3) Have the agent very hesitant and sometimes not prepared to divulge who they are. They relish in their anonymity as they know nobody will ever listen to their calls, lest of all their supervisors. 4) Tell you who their Supervisors names are (Not permitted?????) 5) Transfer you to their supervisor. They are always in a meeting or on lunch. 6) They will only tell you you can leave a message for their supervisor to call you back -which never ever happens. 7) They blatantly lie to you and sometimes when conferring with their supervisor and sometimes forget to put on the mute, hear the supervisors (who cant speak to you directly because the are in a meeting or on lunch) saying things like I dont want to speak to him, tell him I will phone back later - and do not. 8) Have supervisors who by their own behavior are teaching the Agents to lie as well. 9) If the angels are on your side and a Supervisor eventually does phone you, they just rehash what the agent says and will not allow any further escalation to their Boss. 10) Agents also say systems go offline when realizing that the caller has a very good reason for expectation of some care or resolution to the query.

This knowledge come out of me trying to resolve a long outstanding issue going back to 15 January and I have a long list of the names of all the agents and supervisors falling directly into the 10 examples.

I realize that Telkom do not respond to these complaints (I wonder why) but if anyone who has an interest in changing the perception of the 10213 call system center, I would welcome them to contact me and I will give them the names and examples of the lies, and dishonesty that prevails in that call center.