Appalling Service - No service

Mrs. B.P. Swartz 38 Van Coller Street Promosa, Potchefstroom, 2531, ***, 11 February 2025.

Telkom Potchefstroom – Mooi River Mall Shop 74, Corner Nelson Mandela Drive & Goven Mbeki Avenue Potchefstroom, 2531

Subject: Formal Complaint Regarding Poor Service and Request for Contract Cancellation

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the unacceptable service I have received at your Telkom branch in Mooi River Mall, Potchefstroom. Despite multiple visits and numerous assurances from your consultants, my telephone service (Tel: ***) has remained inactive since August 2024. I have been subjected to unprofessional behavior, false promises, and an overall lack of accountability from both your staff and management.

On my third visit to the branch on 2 September 2024, accompanied by my son, I once again requested assistance regarding my inactive telephone service. However, the consultant who attended to me displayed a complete lack of professionalism, failing to acknowledge my repeated visits or offer any apology or explanation for the delay. Instead, I was simply told that the service would be reconnected within three working days, a promise that was never fulfilled.

Upon returning to the branch on 7 January 2024, my son and I were assisted by a different consultant, Cynthia, who informed us that the product we had been requesting for reconnection had been discontinued. This was a shocking revelation, as the previous consultant never disclosed this critical information and had instead provided misleading assurances. Cynthia offered an alternative package and assured us that the service would be reconnected within 24 hours. Once again, this promise was not honored.

I returned to the branch yet again on 8 January 2024, still accompanied by my son. The service remained inactive, and I was hesitant to engage with the same consultant at counter number 5, as he had previously demonstrated an utter lack of interest in assisting me. When my son approached him, he acted as though he had no recollection of my case, despite my numerous visits. His dismissive attitude, lack of accountability, and unwillingness to assist were completely unacceptable.

To make matters worse, even after Cynthia informed the branch manager of our issue, we were ignored for 26 minutes. The manager walked past us without any acknowledgment, further demonstrating the branch's blatant disregard for customer service. To date, my telephone service remains inactive, yet I have been issued an invoice (Invoice No: A***) despite Telkom failing to render any service.

Due to the continued lack of professionalism, absence of customer-centric service, and failure to fulfill commitments, I formally request that my contract be canceled with immediate effect. I refuse to pay for a service that has not been provided, and I expect written confirmation of the cancellation.

Additionally, I urge Telkom to address the following concerns at the Potchefstroom branch:

Staff’s lack of professionalism and accountability. Your telephone number does not work displayed on the internet. How is customers supposed to stay connected if your phone line is always off. No one answers the phone.

Consultants making false promises without following up

The branch manager’s disregard for customer complaints

Failure to provide clear and accurate information

The overwhelming number of negative online reviews for this branch further confirms that my experience is not an isolated incident. Customers consistently receive poor service, with little to no resolution or improvement from Telkom’s side. This recurring pattern of incompetence and disregard for customer satisfaction is unacceptable and must be rectified immediately.

I expect an urgent response to this complaint, with clear confirmation of the cancellation of my contract. Failure to resolve this matter will leave me with no choice but to escalate my complaint to Telkom’s higher management and regulatory authorities.

I look forward to your immediate attention to this matter.

Sincerely,Mrs. B.P. Swartz *** ***