Bad Customer Service

It was a Sunday Morning on the 30/01/2021. I had ran out of my prepaid data that I purchase from Telkom SA on a monthly bases. I quickly drove to the nearest branch which was Telkom SA Pinetown Branch to get a top up after I attempted to do it myself and failed online. I arrived and was given a ticket number waiting outside due to the space capacity of the branch for the next available consultant which then after 3 minutes or so I was called into the branch straight to consultant.

As per usual the consultant offers to assist me after giving them my details. Consultant ********* then proceeded to say their system is offline. I raised the question of " then why make me wait outside with a ticket number which was given by you guys only to get inside the branch for you to say you can't assist me? Consultant ********** proceeded to say I need to go to a retail store and purchase over the counter.

In our conversation with the consultant who was assisting me another consultant by the name of ************* jumps onto the conversation very rudely and says "WE CAN'T ASSIST YOU!.

I then proceeded to ask for a branch manager or a supervisor whom I can speak because the two consultants were telling me they couldn't assist me. I even asked them to call their customer agents to assist them with purchase and they refused.

Consultant ************ went to the back and said they were going to get the supervisor. He comes back after 10 minutes without the supervisor and gets onto the computer and does the transaction. My next question was "so is the system back on now?" and the consultant doesn't respond.

My point is; how many clientele are turned away because the system is supposedly down? I was very disappointed at the level of service my trusted provider gave that day.

I will be returning to the branch soon and hope to speak to the branch manager about this bad service. hopefully they will actually call them this time.