Bad customer service

I did an online application for LTE WiFi with Telkom. I didn't want a contract as I'm expecting to be fiber ready in a few months. The application was approved and the sum of R999,00 was deducted from my account. I received several SMSs informing me of the process and a week after my account was debited, I received my package.

Not in the myriad of SMS's nor at application process stage was I informed that I require a copy of my ID. I submitted proof of address to the courier delivery person and he then requested an ID copy. I handed and informed him that I do not have a copy of my ID as I hadn't been informed to have that on hand. After the driver left, I called Telkom's customer care line to inform them of the delivery and that I had not handed over my ID copy as I did not have a copy on hand.

The customer care agent Nokuthula, informed me that I needed to call the sales department as the SIM needed to be RICA'ed. I asked how can it be RICA'ed without my ID to which she repeated that I need to contact the sales department as they do not deal with that department. I proceeded to ask her why I should call the sales department as I am already on the line with Telkom and she should transfer the call or get them to call me. As the customer care department of Telkom, surely that should be part of their mandate, to take care of the customer with it being as little inconvenience to customer.

She immediately muted my call and it's been in excess of 30 minutes now that she hasn't said a word. I'm still holding, in the hope the her direct report sees the call that's been holding for so long. She's just now put me on hold, without any courtesy. I think she's suspended my SIM as I'm now getting messages that my service has been suspended. She eventually cut the call.

How do these employees get away with treating clients this way? If this is the service I can expect from Telkom going forward, then I suggest Telkom collect the SIM card and return my money. I've requested a manager call back to address rude Nokuthula. Let's see if Telkom management condones such terrible work ethic.

Thank you Telkom for ****py service consultants. Totally disgusted.

Felicia Ntshingila has been very helpful in resolving my issue.