Bad Service Telkom

It is with frustration that I am writing this email to you as the Ceo of Telkom.

I have been a loyal customer for over 10 years and the following is how I am experiencing your service from your esteemed organization.

I have requested for a very simple and easy line transfer from one area to another 8 weeks ago. I have used your self help service on the Telkom Site and loaded a request to have my Telkom line moved from Westbrook to La Mercy a mere 10 kilometers apart.

After waiting 6 weeks I phoned your call Centre to follow up on it and was told that due to a system error the request was no longer active or of any concern to anybody. Somehow your system has thrown my request out and it is no longer on the system. ??

I was forced to just recapture this very simple request with the call Centre.( After waiting 7 weeks already)

The most frustrating issue is that one has to wait for over 20 minutes to get a person to finally say Hello. Then it takes another 15 minutes as all information on your system is being verified. An issue that is adding to frustration as I am not changing any personal information. If one dares to phone your call Centre within 2 hours of the home time the staff always say they have their system down and cannot help. I find this a blatant lie as it always happens on a continuing basis, it is clear that your staff have decided that they stop working 2 hours before going home time.

Then as we loaded this request after 8 weeks again as we got to the end I was told that the Telkom line is with my Internet service provider and that I need to get them to release it first before Telkom can proceed to move the line to my new address.

This was strange to me as I know this is not true. My line has never been managed by my Internet service provider. Yet I agreed to contact Mweb and find out what is happening.

Mweb assured me that this particular line is with Telkom and that they cannot release something they don't have. ( tel 032 ********** ) Mweb acc no ********** 9

Again I was now finding the same bad service of waiting 20 minutes plus for a hello and another 15 minutes for useless updating of information. Then As I again loaded the same request with the call Centre I was told that the request cannot be closed as some system issue is preventing it.

How do your customers now get a line moved to the new address.??

I have already spent 2 Hours and 26 minutes on the phone trying to get a simple request done.

I was given this Order number ********** 21A In addition, this case number is for your IT department to fix your system issue case no **********

What else can I do to get my line moved when your call Centre is unable to load this request?

They provide no information for escalating nor any information on who is a Customer service manager who can intervene

Its a simple request, there is nothing difficult about it.

I am expected to pay for services which are not delivered to me . As an elderly person, I need this line.

The info is as follows :

Mnr GB Shipley ID ********** 028089 Acc number ********** 5 Tel no 032 **********

Old address 33 North Beach road New Address 20 Jasmine Place 17 Suntide Beach La Mercy Westbrook Tongaat

Please advice on this matter