Call Center Agents Not Capturing Information Correctly

Good day Sir/Madam

Normally i am not a complaining individual. But on this case i have no choice but to do so.

On the evening of the 29th September 2017 my wife and i called into the Telkom Mobile call center regarding a billing dispute. The call center agent(Zethu Mavundla) proceeded to help us, or supposedly so. While speaking with her, she then stated that one of her systems has just gone offline, while we asked her to view my itemized billing. Towards the end of the call she informed us that you (Telkom) have 72 working hours excluding weekends for someone to respond to my query.

On the 5th October 2017 i called again due to no one responding back to me. I was then told by that particular agent(Who's name i forgot) that i must give Telkom until Thursday the 12th October 2017 and someone will respond to me. The 12th October 2017 passed and no one contacted me.

I then picked up my phone again today the 13th October 2017 to call Telkom regarding my query. After a lot of deliberations with call center agent David Chabalala, i was then informed that my 29th September 2017 case is still not assigned to anyone due to it incorrectly captured. Or by the words of Mr David Chabalala, no sufficient information was captured on the case.

Come to think about it, my wife and i spoke to Zethu for over 40 minutes that evening and after all of that she could not correctly capture information regarding my case. I was ready to cancel my contract with Telkom due to lack of service. I became under the impression that you Telkom were not taking my 29th September query seriously. But i see now that it's all because of the incorrect capturing of Zethu Mavundla.

What you do with her is non of my business. But can you please ensure that all your call center agents are capturing our queries correctly. For this paints a bad impression of you in our eyes. Also think of the weeks of frustration i have been through.

Your response will be highly appreciated

Thank you