All about Telkom and not a care for a Customer.
<p>I have been a customer with Telkom for 18 months now. My husband and I stayed in Centurion and our area only had access to mobile 50GB WiFi as there was no other infrastructure. We then moved to Johannesburg and was in an area with access to uncapped LTE. I phoned in on the 29th of November to find out about migrating to this package. I was told by the call centre as well as a branch consultant and another call centre agent at two other occasions that to do this, I would need to do an online application and then phone once I receive the device to migrate. I did exactly this. </p> <p> </p> <p>First off, the SLA for getting back to me was 48 hours. I phoned on the 3rd of December as I had still not heard anything. I held for 15+ minutes. I tried phoning multiple times after this and eventually resorted to FaceBook as I still hadn't had a response and the phone would only continue ringing. Social media yielded a response, but the person who then contacted me gave me incorrect information and I had to redo the online request only to be phoned and told that the first request was in fact correct and the second not. The lady who helped me on this occassion was wonderful, helpful and she processed the application. This had a 3 day turnaround during which a debit order was supposed to be raised and my device delivered. </p> <p> </p> <p>By the 22nd of December I had still not heard anything and again contacted Telkom to find out about the progress as I was moving on the 23rd and going on holiday the next week. They confirmed approval and that it was with processing. Basically, they forgot to complete the processing. I must say, by now I wish I had never phoned to process this order. Telkom did then remedy the situation and my device was delivered on the 23rd of December. Although, when I then phoned to migrate, they said I was misinformed and I would have to pay for two contracts until June. The consultant tried to assist and raised a case number to cancel the first contract, but this has still not been done. </p> <p> </p> <p>In everything I have read and the engagements with call centre agents, I was advised that should I move again and there is beacon coverage and space on the beacon, I will be able to move to it. I had the very unfortunate luck to have to move for a second time in a matter of two weeks. I again contacted the telkom customer service through chat to confirm that I can move. They advised that it is possible and that I need to go into a branch. Again, I went to a branch. They said it can only be done after 3 months! I then phoned the call centre and they confirmed this (the first time that two seperate people at Telkom agreed on something). </p> <p> </p> <p>I then asked to cancel the contract, they said I can do it at the branch or they could send me the number. I elected to go to the branch. I took my device (13 days old at this point) and asked to cancel. The branch advised that I need to phone the call centre as it is a new (online originated) contract and they will need to collect the device. And so, I left the branch with a form and the orders to phone the call centre. I then did this. They advised that they are unable to assist and that I need to email the form to cancellations. And, guess what... there is no number to contact them directly either. </p> <p> </p> <p>Telkom has no regard for their customers. It is all about money with no regard to Customer experience or requirements. </p>
Good day Caren-Louise,
Your query has been sent to our Retentions Team for further assistance.
Regards,
Busi
Telkom Social Media Team
Good day Caren-Louise,
Your query has been sent to our Retentions Team for further assistance.
Regards,
Busi
Telkom Social Media Team
Hi Busi,
Honestly, I am appalled. I have tried being patient and understanding, but I just can't anymore.
My one contract (which was supposed to be migrated to the new one) has now finally been cancelled with a nice fat penalty, but only effective the 9th of Feb and not the 31st of Jan as requested. Fine, I can live with that. But I have now been waiting for a week for a technician to come and check on the other contract that I want to cancel.
They contacted me around the 18th to advise that they are treating my query as urgent as I have requested the cancellations on the 9th of Jan already. I was promised that someone would come to me early last week, but when I phoned the call centre (very helpful, but their hands are tied) they advised that the case was never opened by the technicians.
PLEASE!! I am begging at this point! I used that product for 13 days and will now be paying for 2 months! All I want is for it to be cancelled. What more must I do?? The call centre agent has made a note on my case, but he felt it would do more good for me to send another cancellation form. Telkom has gotten money for nothing out of me going on two months now, but refuse to provide any kind of service.
The device has it's box and all it's fittings and I wanted to return it, but I was sent back and forth to wait for someone to come check. I don't see the use as you would be able to see by my usage that even though it was on, I was unable to actually use a single MB post the 4th of January!! I asked about moving and there was coverage in my new area and there was space on a beacon, but they wanted to treat it as a MIGRATION and wanted me to wait yet another 3 months!! I no longer have any desire for Telkom to fix anything. Just cancel my contract, PLEASE?!
Hi Busi,
Honestly, I am appalled. I have tried being patient and understanding, but I just can't anymore.
My one contract (which was supposed to be migrated to the new one) has now finally been cancelled with a nice fat penalty, but only effective the 9th of Feb and not the 31st of Jan as requested. Fine, I can live with that. But I have now been waiting for a week for a technician to come and check on the other contract that I want to cancel.
They contacted me around the 18th to advise that they are treating my query as urgent as I have requested the cancellations on the 9th of Jan already. I was promised that someone would come to me early last week, but when I phoned the call centre (very helpful, but their hands are tied) they advised that the case was never opened by the technicians.
PLEASE!! I am begging at this point! I used that product for 13 days and will now be paying for 2 months! All I want is for it to be cancelled. What more must I do?? The call centre agent has made a note on my case, but he felt it would do more good for me to send another cancellation form. Telkom has gotten money for nothing out of me going on two months now, but refuse to provide any kind of service.
The device has it's box and all it's fittings and I wanted to return it, but I was sent back and forth to wait for someone to come check. I don't see the use as you would be able to see by my usage that even though it was on, I was unable to actually use a single MB post the 4th of January!! I asked about moving and there was coverage in my new area and there was space on a beacon, but they wanted to treat it as a MIGRATION and wanted me to wait yet another 3 months!! I no longer have any desire for Telkom to fix anything. Just cancel my contract, PLEASE?!