Cannot get sim swop done

Hi,

My name is Delaine Harripersadh my cell number in question is ********** 954.I have a current case number after a week which is ********** 0.

My story is-I lost my phone on the 24th September 2017 as soon as it was confirmed I call the Telkom call centre and reported it and asked the agent Philile Ntombella to block and blacklist my phone.The agent advise that she will also suspend my number till I get a sim swop done which I agreed to not knowing what was going to happen next.

On the 25th I visited a Telkom store to do the sim swop which should of been quick and easy but then they consultant advised she cannot get passed the order which is on their and it being a public holiday she will send them a request to cancel it so the system will allow her to do the sim swop

On the 26th I called the call centre explained my story to Boitumelo Maponya who advise the number is not blocked and did that immediately so I got that ICT number straight afterwards.

Every day since then I spoke to an agent who advised they cannot cancel the order as it was in the semi final stages it has to be approved for them to reverse it all the while im thinking someone can be using the number and theft or loss is not taken seriously at Telkom.

I spoke to Lebogang Jane Maphakisa who then said she will escalate to her manager and she mailed me so I did not have to call the call centre again and explain my story but she never responded to mails as to what was happening after being so sympathetic with me.

Every time since then when I requested to speak to a manager or supervisor it was they in a meeting or leave my number they busy now they will call me back I don't have a number to leave for them to call me cause I cannot do a sim swop.

On Friday the 29th I spoke to Akona Mpili who logged a case for someone to cancel the order something other agents were saying cannot be done.I got the case number as per above and yet again he gave me his email address to communicate so he could advise me on the status but no response on mail from him.

Yesterday I called in as Akona said by Monday I should have something done but another agent advise no 72 hours meaning working hours and that's 9 days for this case to be attended to.

I am without my number from last week the 24th.Is Telkom going to reimburse me for the incompetence in suspending my number and no-one doing what they supposed to once the suspension was requested hence blocking me from performing the sim swop.

The agents are very well trained to say they sorry and they understand but that's all they good for o and increasing limits that they know all to well but in understanding how the system works and whose responsible for things on your end or what can be done and what cannot is not in their knowledge send them for more training and test them they are all clueless.

Now I wait another 9 days for my order on the suspension to be cancelled yet again no-one will advise I will have to call in everyday praying this is sorted.I have tried to sort this out but the lack of helpfulness has made me resort to writing this

Very frustrated and inconvenienced Mrs Harripersadh