bad service and bad attitude from a staff member Simphiwe

On the 3rd of November 2025, I visited Telkom at Kyalami Corner because I wanted to move my eSIM to another phone, although I was not fami**** with how the process works. I was assisted by Simphiwe, who informed me that if she were to help me, I would need to pay R99 for a SIM swap. She then mentioned that I could return the following day, as the person who knew how to complete the process without a SIM swap had just finished their shift.

I returned on Tuesday, the 11th of November, expecting to be assisted without any payment based on the information I had received previously. At that point, I could not remember the staff member’s name or appearance. The team who assisted me on the 11th was very helpful and explained the process clearly. However, I was frustrated about the payment due to the incorrect information given to me earlier. When asked if I remembered who had helped me, I said no. They then checked the CCTV footage and confirmed that the person who assisted me initially was Simphiwe.

I informed the staff member assisting me that I was willing to pay for the SIM swap but felt that Simphiwe should apologise for giving me the wrong information and creating an expectation that I would not need to pay. She refused to apologise in the presence of the manager, despite the team initially acknowledging that she had provided incorrect information.

Although I eventually agreed to pay, her attitude and the manner in which she spoke to me demonstrated a lack of accountability and poor customer service. Given that the initial agreement was that she would cover the cost due to her mistake, I would also like to request reimbur*****t from her, as previously indicated, and for appropriate disciplinary measures to be taken to prevent this from happening to other customers in the future.