Bad change

I am extremely disappointed with the level of customer service received at the Telkom Jabulani Mall branch. My mother and I visited the store to perform a SIM swap, as her existing Telkom SIM card was no longer functioning properly.

Upon arrival, we were directed to Counter 5, where we were assisted by a male consultant who did not introduce himself or acknowledge our greeting. His name tag was also not visible, as it was concealed inside his jacket. Throughout the interaction, he was chewing gum while assisting us, which came across as highly unprofessional.

After processing the SIM swap, we were informed that the fee was R10. My mother provided a R100 note for payment, and the consultant immediately displayed a poor attitude, stating that he did not have change available. When we requested that an alternative arrangement be made, he responded dismissively, indicating that it was still early in the morning, despite the time being after 11:15 AM.

The consultant then left to speak with another staff member and returned with change consisting of a R50 note, two R10 notes, and the remaining balance in multiple 50-cent coins. When I expressed that this was unreasonable and inappropriate, I was told to “get over it.” Another staff member further stated that the currency was legal tender in South Africa.

While I understand that the coins are recognised currency, the manner in which the situation was handled demonstrated poor customer service, lack of professionalism, and disregard for customer experience. It was only once I formally complained and specifically requested the consultant’s name that he was identified as Ntwesi Nxumalo. At that point, staff members suddenly became willing to make an alternative arrangement and provided proper change.

The overall interaction was disrespectful and unacceptable. Customers should not have to request basic professionalism, respectful communication, or proper identification from staff members. I trust that Telkom management will address the conduct and customer service standards at the Jabulani Mall branch to prevent similar incidents from occurring in future.