ADSL line migration customer experience is beyond awful

<p>Telkom,</p> <p> </p> <p>Besides the fact your ADSL line migration policy is probably in breach of the consumer protection act, it has taken you over a month to even start the process.</p> <p> </p> <p>April 5 - I notified you I wanted my ADSL line immediately released so that WebAfrica could transfer it. You responded with an automatic email to say that a consultant will contact me within 14 business days to verify information.</p> <p> </p> <p>Firstly, let's be clear this is absurd. You don't actually do any real verification over the phone. No more than could be done over email anyway. You waste up to 14 business days for no apparent reason other than to annoy your customers. If you were actually doing this to protect customers, you would phone them immediatly to confirm and then start the release straight away.</p> <p>Anyway I digress.</p> <p> </p> <p>13 May (Yes it took you not 14 business days, but 26. So a month and a week) You contact us to confirm that we want Telkom to release the line. I say, yes please release the line, like I clearly asked in the original request.</p> <p> </p> <p>13 May - I speak to WebAfrica and they tell me that the line may be released but it will still take up to 2 weeks to migrate the line because of Telkom's new holding pool policy. I email you to say that this ridiculous. I get another automated message to say you have received my message and a consultant will contact me within 21 BUSINESS DAYS. This is just not even close to acceptable. I fathom how this could ever be conceived as a reasonable amount of time to get back to a customer, never mind the fact that based on the previous email, this would probably be more like 3 months. I actually laughed out loud when I read that response, I thought it must be a joke. Jokes on me.</p> <p> </p> <p>During this time you reset my ADSL speed to 2mbps, which means my internet is now slower than it was previously.</p> <p> </p> <p>I want my line immediately migrated. If you are not able to do this, please justify why you think this is an acceptable customer experience. </p> <p> </p> <p>If my tone seems sarcastic, it is out of frustation of having to deal with a company which seems to pride itself on its inability to look after customers.</p> <p> </p> <p>ADSL line number: ***</p>