Awful Customer Service + Non knowledgeable reps

Terrible Customer Service, Non-Knowledgeable Reps instore. i'd bought a wifi router for a R139.00 March deal online. I dowloaded the Telkom app which I tracked the usage and a bill. on the 1st of April i noticed that my bill was showing as R999.00. I made a call through 188 and a lady by the name of Laurett told me that she couldn't see the invoice said that possibly because it was a holiday. she advised that i may check the bill on the 3rd or 4th of April. i understood and thanked her. on the 3rd of April i went to a Telkom Shop in Shelly Centre mall; I must say that I was appalled by the way the sales people on duty that day at the shop were handling customers. when i came in, the gentlemen was on the telephone with a customer who was obviously irate about an unresolved query... that gent was yeling back at the customer on the phone saying the customer may come to the shop if they want to and do whatever they wanted to do, he slammed the phone and the colleagues did not mind his rude behavior, but encouraged him while other customers were in line. While i was looking at that I wondered if what I'd come to ask I'll get assistance.

Another gent came and called out to me to come forth. when I asked about my bill he told me that he can't see the invoice, I asked if it's possible that the R500 which came with the router could've kicked in as soon as i received a pop-up message that my 10G was depleted. he didn't have an answer for me. he instead asked me who sold me the router and if they told me that the R500 will kick in as data without me actually using it. I told him that the rep who sold to me online told me that the R500 will only charge if i call Telkom to request activation, meaning i won't have a surprise at the end of the month. He sat arrogantly on his chair and said "the R500 was used because it's automatic in the first 3 months" i said to him I need him to make a call to a head office or something because i needed to know if I was going to be billed a R999 so I can return that router back to Telkom. He had no assistance for me. he said he won't be calling anyone anywhere to help me because i'm saying I saw the bill on the APP. i asked him if the App was accurate, he siad yes. i used the 10G + the R500 which came with it. I asked if the bill was an accrual and i may receive an invoice with an accurate billing. he just didn't have the time to help or respond he said he couoldn't see my invoice.

I left the shop as i'd expected when i witnessed the gent yelling at a customer on the phone that i wasn'y going to be getting any help from that shop. there is zero courtesy, zero patience and no thorough training of the sales people working there. I am confident that Telkom at Shelly Centre does not record their calls nor monitor the operations at that shop. those boys there act like they own the shop. That i came there and received no assistance from the reps speaks volume about the type of management running that shop. no wonder it's always empty. i will never ever set my foot there, i am glad that i live in Durban. I wouldn't reccommend that Telkom to anyone I know because that attitude told me that it's an outlet of amateurs.

Perhaps Telkom in Shelly Centre could take a leaf off the books from Vodacom in the same mall. Those people know how the business is ran, they're well trained to never lose it at a customer no matter what. it does not matter whether they're on the phone or physically at the shop. they're in the know of what's happening. the entire Vodacom out;ets have reps that never let the customer down. i have never left a Vodacom shop unassisted or given a rude arrogant attitude. It is not difficult to make a call for a Vodacom rep if there's a query. we as customers lose it most of the times if we have to pay for something which doesn't leave up to their promises. but the reps have no right to scream back at customers. i don't want to go to a level or arrogance. letting a customer leave with nothing.

at Telkom they have better data deals but that won't be enough to keep us as customers. Change must happen. they need to better train the salespeople at their shops. especially the one at Shelly Centre. We don't mind sticking to other service providers. it's courtesy we want. professionalism. efficiency. not reps who'll let us leave without getting answers.