Appalling Customer Service

I have been a customer of Telkom for over 20 years. I had multiple contracts for both personal and business use. I currently have 5 active connections.

I recently bought 2 Samsung A23 on a bundle deal. One of the phones was recently reported lost and an insurance claim was subsequently made on 29th August 2022. After multiple attempts at trying to get my claim submitted it was finally accepted.

I received an email from one of the consultants Lee-Ann Smith advising me to block an imei by calling Telkom CS, completely different to the original imei submitted in my claim. I rep**** to her asking if this is the secondary imei knowing that Samsung's tend to have 2 to which she assured me it's the imei attached to the policy.

Only to find out the handset blocked was the device in my possession, this after noticing the phone has not had connection for days. I called Telkom CS got the device unblocked. I immediately called Telkom insurance advising them about this. The 1st lady I spoke to was absolutely ***********. The level of unprofessionalism was appaling. She kept telling me I was at fault and the cause of the insurance claim now having to be delayed due to 'my mistake' after a very long 40mins back and forth chat she dropped the line!. In disbelief I called back. This time speaking to a very nice gentleman who apologized profusely for his colleagues incompetence and assured me Lee-Ann will be calling me back as he escalated the matter to her. I have also been promised multiple manager call backs with none received to date.

I am still waiting for her call! I need an update. I have no idea how far along my claim is. I need this to be looked into asap. It's 2022 we carry our entire lives on our mobiles. Telkom needs to seriously look into their level of service they providing to customers. It is absolutely unacceptable and this is advisor behavior that should not be condoned and vigorously addressed.