A constant struggle with no result is the level of service you can expect from Telkom.

A constant struggle with no result is the level of service you can expect from Telkom.

For over a year we have requested for our ADSL line to be downgraded to a normal phone line. To our knowledge this has been done, only to find out that it hasn’t. By having our line moved we discovered that we have been paying for an entire year for and ADSL line we haven’t used. Not only has Telkom failed to downgrade our line but they have neglected to inform us of important information.

The struggle now comes in to not only having our line downgraded but to sort out our account with credit. Now since the 9th of July 2020 the technician has moved the line but Telkom has failed to close the request. It is imperative that they close this request as they are not able to issue the next request to downgrade our ADSL line as originally requested because they still have an open request / ticket to move the line from one address to another.

Another struggle with the billings department is for them to investigate this matter with the email being sent to them again with the first request to downgrade the line witch was on the 4th of July 2019.Now I was told that in order to resolve both issues I would have to communicate with two different departments constantly going through their switch board as the Sales department will be able to assist me with the downgrade and the billings department can only assist me with the credit.

In order to get my ADSL line downgrade, I would have to speak to the sales department that haven’t been able to fulfil my request as they need the line that has been moved ticket to be close. Problem with the ticket being closed is that you hear many different excuses as to why they have not been able to close the requests.

The first excuse that is beyond laughable is that you have to phone them and inform them that the technician has been to you and completed his job, yet they have record of the technician work and confirmation from the technician himself that he has moved the line and that everything is on working order. The reason that I find the above laughable is that I was on a call and speaking to a Telkom representative while the technician was here. Not only was the Telkom representative able to hear the drilling and the technician moving the line but also being able to hear the conversation between myself and the technician confirming that the move was successful and completed. This Telkom representative and then sent an email and cc’d me showing she has logged a request to have the ADSL downgraded as well as communicating with the billings department sending the email with my initial request to downgrade the line and begin the conduction of the investigation.

The second best excuse is that in order to close the ticker \ request for the line to be moved is that the “ back office “ is the only person that can close it, however you are not able to speak to anybody in the “ back office “ and the sales department can’t even confirm when the back office will attend to the ticket or if anybody in the “ back office “ is working that day.

The third excuses is that the ticket cant be closed due to an IT issue, once again you cannot speak to an IT representative of Telkom.

Lastly an excuse has been given that only the person who had issued the original request to move the line can close it. Once again, the sales department cannot confirm if that person is working nor cc you in the email to the specific person showing if they had actually put the request through.

With the billings department the trouble now begins that an investigation should be conduct in order for them to credit us for paying for unwanted ADSL line for an entire year. Understanding that the billings department and the sales department work with two separate quires the billing department has now failed to conduct and investigation because once again Telkom has not closed the request/ ticket for the line to be moved and they can’t continue until that has been completed on Telkom’s side. I have only discovered that the billings department can’t assist after three weeks of constant calling in speaking to countless representative from both billing and sales department all of them fail to inform me of this information.

I have been beyond patinaed until this point. Knowing my time has been waisted with excuses and negligence I have phoned Telkom for the last time now needing my requests to be executed with no further excuses. Wanting to speak to a supervisor or management waiting for over an hour for my call to be directed to any supervisor to assist me and give me a final and true answer on what needs to be done. Not having the time and knowing that if the call has been ended without speaking to a supervisor that nobody will actually help me. However, being on hold for over an hour I had finally consented to the agent to have the supervisor phone me back and including an alternative number just in case. Before ending the call while waiting to speak to a supervisor the Telkom agent, they had sent an email to the supervise and cc’d me in the email showing that they escalated my request to speak to the supervisor yet this request has once again been ignored as it has been over a week and I have not received and email or call form any Telkom presentative. The level of service is beyond pathetic and shocking.

Below will be the dates and names of not only my request but all the Telkom representative in sales and billing department who have failed to assist me. Downgrade ADSL Line to a normal Land line – 4th July 2019 Request for Line to be moved – 19th June 2020 – Yhagasveri Downgrade ADSL Line after line has been moved – 9th July 2020 – Wendy Follow up on ADSL downgrade – Nwabisa – 13th July 2020 Follow up on ADSL downgrade & Credit – Ziyanda – ( Ziyanda sent email to explaining what needs to be done to the sales and billing department finally giving me a reference number) 15 July 2020 Follow up on ADSL downgrade – 17th July 2020 – Thebisa – Sales Follow on ADSL downgrade – 17th July 2020 – Adrian

Downgrade ADSL Line follow up – 22nd July 2020 – Tanya – Sales Credit – 22nd July 2020 – Nonshahla – Billing

Downgrade ADSL Line follow up – 27th July 2020 – Dylan – Sales ( IT Excuses ) Credit Follow up – 27th July 2020 – Lundi – Billings

Downgrade ADSL Line follow up- 29th July 2020 – Samishni – Sales -

Email from billings department stating that the credit investigation has been rejected due to the Line request to be moved ticket hasn’t been closed – 29th July 2020 – Busisiwe – Billings

Last Telkom representative not able to put me through to a supervise, email sent to myself and his supervisor requesting to be phoned back and sort out the credit and the yearlong ADSL downgrade – 29th July 2020 - Luxolo . Till date nobody has phoned or emailed to assist me.

Blanche – *** Malokiba Trading 8 PTY LTD