A ***** Case Not attended to

I'm writting this review with utmost disgust and frustration by the service received from your employees who does not embody none of Telkom's values. It came to my attention on the 25th Feb 2023 after R1537 was debited from my account, REF: TelkomMobi that there was a ********** application done in Jan 2023 on my profile (i cannot remember the date i was given). I was then requested to do an affidavit and give them the necessary documents required to escalate the matter. I was assisted by Ntombi at the Ferndale on Republic store who felt personally attacked when asked questions about how the system works, but i remained calm and informed her in wasn't personal, we were just questioning the process. Also stated to her that i work for telecommunication company and i do understand systems may be manipulated. She received my documents and promised to open the case and that i will be received the case number as soon as she was done, also promised that i will receive a call from Telkom regarding this matter. The 26th i received that case number:***9. Two weeks later i'm still waiting.

Yesterday i called the contact centre 081180 to get an update on the matter and the first call i made from *** around 15:42, i was informed that the case was not being attended to and the reason may be that there were no documents attached to the case. But ofcoz i wondered if that was the case then i believe there should have been some form of an update so that the initiator can correct that error and upload the documents, but the agent was unfortunately unsure what may be the cause. I then requested to speak to someone senior and as she was trying to get me that assistance i got cut off due to airtime depletion. I tried calling again twice, but agents could not hear me as i was experiencing connection issue due to load shedding.

So i decided to call again today, i spoke to Tebogo Mhlongo, who did not embody 'Honesty'-one of your values and i'll tell you why, i gave her the case number to check for me and she informed me it wasn't attended to due to backlog and **** by saying she was unable to check if documents are attached on system or not, only when i made mention of why is it that the agent yesterday was able to check she then quickly said 'oh i can see that there are no attachment' this is aggravating because if i didn't know or mention that i know they could check, it would have been a lie i left the call with, Tebogo was not respectful or honest on call, nor did she apologise for lying on a recorded call. She was also quick to dismiss my concerns. I did request to speak to her superior regarding my incident and i was told immediately that her manager is in a meeting and could only get my details for a callback, even after insisting that i know there should be multiple team leads on floor to assist with my type of request she continued to refuse and in her words 'im allowed to report to my manager only' which i find it absolutely ridiculous if that's true, frustrated customers are not receiving assistance at Telkom, im one of them and no one accounts. With all questions i have asked Tebogo, she resorted to saying all Managers are in a meeting and could not come to the call- i believe just to get rid of me. No problem, i gave in and gave her my contact number- im expecting the call before 16:00 today.

I then phoned the store -Ferndale on Republic ***, where i initially submitted the docs with Ntombi, i found her and i told her that i spoke to 2 agents and they told me there were no attachments to the case. She then checked her system and confirmed that the documents were loaded on her side and she could see that it was 'yanked' meaning assigned, and she also stated that this shows that the case is being attended to. So my question to her was so how do i get an update about the outcome of this matter as it has been 2 weeks, how do i become confident that the matter was being attended to if i was already told by 2 agents that the case was not being attended to, and i made her aware that i could not afford to have another unauthorized debit to go off my account as its impacting me negatively. She started giving me a big attitude, speaking over me, telling me how she did what she was supposed to do(no accountability, no sense of teamwork, no respect to a frustrated customer, no empathy) she did not have any answer to any of the questions i asked but she was very defensive as she was the first day we were assisted by her at the store. I then asked her to give me the details of the person my case was assigned to, she told me she was off-desk and busy eating then could not assist with that. i truly became very frustrated and i told her i did not appreciate the service she was giving me and that it was hideous and disgusting. In my life i have NEVER experienced from a reputable business such as Telkom a terrible service, someone telling a customer that they are busy eating and therefore could not assist. i need this to be looked into, sent your agents to training because the behavior is *********. I also need my case to be attended to with urgency, i need a call back ASAP to clear my name. i did not take a contract with Telkom Please, it was **********. Lastly hold your people accountable.

My Contact Details: *** Name: Sophy 'Tumi' Choma