7 Day cooling off period and a free cancellation promise to customers

I'm so furious with Telkom right now its not even funny

I recently took out a mobile contract and delivery was made on Tuesday November 27/2018 at my workplace, when i got home with all the excitement i unpacked my phone only to find that the sim tray of a P20 lite has faults because when I try to insert my simcard the tray gets stuck somehow and I cant take it out to put my simcard in it, I then went to a telkom store In Capetown CBD Adderley Street the technician there also confirmed that it has a problem and advised I contact the sales people which I did and this was on a Wednesday. I was told they will make a request for the phone to be collected in 24hrs I'll hear from them, and while on that I told them that I want to cancel that contract while on my 7day cooling off period and they said no charges attached and they will request that. Since no communication from them I then called again on Friday November 30/2018 and spoke to an agent with the name Mmaphakiso Mo***eng to check up on the request to collect it and only to find that it was never done, pity i never got the name of the agent you i spoke to because i trusted her. Now the person I got through to on Friday now says they cannot do it over the phone i must register on the telkom app and make the request, I tried the app with that agent on the line and it did not work because the OTP to complete the registration never came to my emails even after resending it a hundred times she then told me that there's an issue with their system interms on OTPs I should try again around 11am which I did and still nothing. I decided to email her and let her know of this and she never bothered to reply to my mail. OTP of friday then came to my emails on saturday and mind you it only lasts 3minutes and everytime you go through the registratoin process you get a new OTP, which I also tried and still same thing nothing to my emails was sent of this OTP. I called CS and they said only sales can do this because contract still withing cooling off period and mind you this number has been activated so they have obviously started billing period for it, I then asked to speak to a manager just to find out on how they actually do things as I have never came accross such a thing where they promise this and never attend to it. I was put on hold for a good 58minutes by an agent of the name Nosipho Mkhwa****, at first she was all about blocking me from speaking to a manager because manager cannot help and i told her several times that I'm done with the sales issue I just need a manager to check on a few things. Its pathetic because she said there's only 3 managers on shift and they are also on escalation, how ridiculous is that.... I WAITED AND WAITED AND WAITED AND WAITED AND WAITED for that "busy" manager to come on call and guess what, nothing happened until time was up and I had to get back to my job which i'm paid for.

I'm worried because the 7days ends on next Tuesday December 4/2018 and it does not look like anything will be done by that time since nothing has ever been done from day 1 I started calling then about the phone being faulty and the cancellation request as well, I want to cancel because I want a different deal now than the 1 I had initially taken out with them. I have been a customer on prepaid, contract and wifi deal now for past 2 years and the contract is due to end the wifi still runs on and the prepaid remains because its my main number.

I am really not happy with the service by the call center agents, they lack obsession towards customer and even when you on call with them some yawn over the phone, some talk over you and refuse you a manager when I thought its about "give customer what customer want" but NOT with Telkom. They not about customers but about tehir money.

Another thing I dont get is that what you buy with sales or online cannot be taken back or returned by the shop when I though they 1 things just different because the shop is walkins and the sales is over the phone, why can it not be convenient that the people in store can help me wheather i bout it wherever?

Its alos frustrating how when you call to customer service and thy happen to not be able to help you, you cannot to transferred to relevant team best trained for your issue of the day and have to drop and dial again, when you get to that other team they cant help you must drop and dial whole time, its a horrible experience really. Another thing the wait time takes a lot from a person's life time, holding for a good half an hour to speak to someone only to find that they cant help you must drop and dial a different number and get there to hold another 45minutes WHY CANT THEY TRANSFER ME AROUND THEMSELVES and reduce the effort to have to go through dialing a hundred times and get no help. I always tell people about how good Telkom is and all my family members have now moved to it but the customer service is a worst nightmare 1 could ever wish to go through, soooo horrible that they have a long way to go really and is it that they are short of employess at the call centers that I must wait my whole day to get through to someone who actually cares and will do something to reduce my effort?

I just need Telkom to come pick up this faulty handset and cancel this contract by Tuesday before my cooling off period ends so I can be able to get the one I want still with them or I'll just take my business elsewhere because they seem to be buying time and waste it while time is ticking towards the end of the 7days. I'm folowing up on this because they say its free within the 7 days and I dont want it to pass and be told there are penalties and charges when I have been trying so hard to get this worked out and resolved in the time frame as they have advised.

IS THERE ANYONE IN YOUR WHOLE COMPANY WHO ACTUALLY IS CUSTOMER OBSESSED, WHO KNOWS WHAT REDUCING CUSTOMER EFFORT IS AND WHO ACTUALLY KEEPS TO THE WORD THAT THEY GIVE TO CUSTOMERS WHEN THEY CALL.

IF SO, i'll see by your response to this matter.

I'm not pleased with you since the past week Your agents are horrible to deal with because they lie to get a customer off their phone in order to lie to next 1 on queue