Appalling level of service from Telkom

I went into Telkom on 18th of Feb 23 to apply for a fiber line. (I'm an existing Telkom customer).

I did an application for frogfoot fiber, and was told I'd be contacted within 2 weeks.

I went back in nearly 3 weeks later to enquire again because I'd had no feedback on the matter.

The consulatant couldn't find anything on my ID number or the reference number I had with me, and restarted the application.

Asking for 3 months bank statement because I don't have an account with Telkom had me even more confused, because firstly I'd said I have an account there already and second why is it not coming up on my ID number?

So after I gave the consulant my landline number, he was able to retrieve my account and confirmed that the initial application was there, had been approved and someone would be contacting me. I checked the contact number on the system to give my mother's number, as she will be the primary account holder, and they had a number I've never even heard of on my account.

So we updated the contact number.

We had still not been contacted for an installation date nearly a week later, and when we tried to query it again nothing could be found on the system.

I went back into the branch, with the reference number from my second enquiry, and the consultant pulled my application up and confirmed that it was indeed approved, but there was no note or information on the system about anything either (again).

Next I was told it would be escalated to management and that I should email said manager as well.

I did so, he responded early the next morning, saying someone would call me (this was monday/2 days ago)

Still no call, no feedback or update other than an automated email saying my self installation had been activated and to follow a link (which just leads to the main Telkom website). The package I app**** for was specifically for a router/modem and installation, nothing about self installing. I confirmed this multiple times in the store while doing the application.

This lack of communication and level of service is seriously appalling and I shudder to think what the actual quality of service will be if the installation and application is already proving to be so difficult.

I then took the time to contact the fiber provider that Telkom said I would be using through them, they have no record of my application under my contact number, ID number or anything else.

I have called the contact numbers for both stores in Canal walk multiple times and don't get through. No response from the manager when I emailed back about not receiving a phone call and querying the self installation email.

Why is this so difficult? It's beyond ridiculous.