Complaint

I have been a loyal and faithful Telkom customer for more than twenty years now. I bought a new wifi landline phone at the Welkom Goldfields Mall branch yesterday. I paid for it using my debit card. I returned it today as it was faulty. I was informed the phone was in working order and that it could not be returned. I explained to them that the problem was with the handset and that it worked on and off. I then requested a refund and to cancel my twenty year plus account with telkom, as there have been other issues with them in the recent past. The consultant went to the manager at least twice and told me that there was not enough cash in the shop to refund me and they would call me to fetch the money once they had it. She said it could be this week or maybe even next week. The manager herself did not come to address the problem, even though she was in the shop. I left and returned later with my friend who works in management and client services. We then insisted on seeing the manager, who finally came outside the shop to talk to us. She said that there was still no cash in the shop and shook her finger at me, saying that she had told her consultant to tell me that they would phone me once they had the money. After some discussion she promised to bring me the money in person by the end of business day or phone me before the end of business day if they still didn’t have it. I have not heard from her again. The issue is not so much the money as the poor customer service and unprofessional approach. I feel no effort was made to help me or address the problem as it should have been. I am very disappointed in Telkom and the lack of service delivered by their staff.