Absolutely no care in the world that Telkom is affecting effeciencies of businesses... TELKOM does not care period!!!!!

I reported the fault on my landline: ********** and ADSL line 011 ********** on the 19th December 2017; and was given the Reference Number: 391CRK191217. Telkom acknowledged the reported fault and at least 3 days later I was called by a technician to arrange for entrance into my business premises: 72 Geldenhuis Road; Wychwood; 1401. Myself and the technician at the time agreed that she would call me to arrange the specific time and date to access the property. I never heard from the technician ever again.

On the 15th January 2018; I called Telkom to inform them of the situation and that the lines were still dead. To my surprise the response I got from Telkom was that this case was closed. I told the call centre agent at the time Odwa (Cape Town) that this case is still pending and that no technician has called me post the very first time I reported the case. She duly promised that she would get her manager at the time (Erick out of Cape town) to contact me before the end of business on the 15th January 2018. Once again I never heard from Telkom.

On the 17th January 2018; I called Telkom again for the same case and to my surprise; the call centre agent duly informed me that this case is closed and according to Telkom’s records these lines were functioning very well; the only challenge is that I owe Telkom at least R800.00; and that once I pay I will see that it was my fault and the lines are functioning properly. Indeed I duly paid Telkom the amount of R850.

On the 22nd January 2018; I realised the problem is still the same and that nothing has changed. I called Telkom once again; once again the call centre agent (Busisiwe out of Johannesburg) was equally surprised because according to her; there should not be a problem because the report in Telkom’s system is that this case has been resolved and it is duly closed. By now we are literally talking about the small business service that has been paralysed by Telkom for a period of 33 days. Busisiwe then decided it would be best to generate another reference number; 298CRK220118; because according to her; the old one 391CRK191217; would not be necessary as according to the report in the system; this is a resolved case. To date I haven’t heard from Telkom.

On the 26 th January 2018; today; after not getting any response to date from Telkom; I called Telkom to request progress on this unresolved case; the call centre agent Nobuntu basically told me that there is nothing she could do about my case; and from her side she can only but escalate this matter and that I should just wait on Telkom to respond accordingly. I once again told her that everyone I have dealt with at Telkom are giving me the same response and appealed with her to at least try another better way to assist; given the time it has taken to date; 36 days with no resolve. I also requested her to read me notes on the system to verify the veracity of the challenge wherein I picked up that this case was just noted as a repeat and not unresolved. I requested her to adjust the notes to reflect that this fault remains UNRESOLVED since 19th DECEMBER 2017. She promised to do that and hang up.

I decided to follow this up with another call a minute after this call to see if all our discussions were noted. I then spoke to Wendy who was just as surprised as the others but took her time to look at the notes seriously and take down my input; we both once again realised that this case was noted as a new case and that the fact that this fault was reported on the 19th DECEMBER 2017 was not captured in the notes. I asked her to correct the notes accordingly and to also state this case as UNRESOLVED and not REPEAT. She then gave me this email address to try and flag this challenge as well; which I am now doing.

By now we are literally talking about the small business service that has been paralysed by Telkom for a period of 36 days.

I just need some clarity as to when or whether Telkom intends resolving this case and if so by when and by who?