CUSTOMER SERVICE DISASTER

I am appalled at the level of customer service that I received from one of the associates at the Telkom Call Centre ( Nonsikelelo Shabalala). I have had an issue with my mobile account being suspended due to a debit order being rejected. I had spoken to a kind and understanding gentlemen to log a case to make sure the debit order goes off successfully because I do not have the time to make manual payments and had expressed my utmost gratitude to him since it was the first time I had received proper service from Telkom. Regrettably I did not get his name. The amount of R1663.03 was debited from my account thereafter and still my account had not been activated. I called in yesterday to find out what was going on since I had paid all this money and then they told me it will take 7-14 working days for it be activated again. They then proceeded to provide me with a number to call to escalate the issue since I could not wait the stipulated time period. I tried all day yesterday and today to get hold of this team and only after 4pm someone answered the phone. This team disconnected my call 3 times and on the 4th time they decided to take my details (ID number and account number). After putting me on hold they told me that they could not find an account and directed me back to the normal call centre. I then got hold of the "lovely" Nonsikelelo and explained my concern about my account not being found after I had paid the above amount. At this point, after getting that information I was not even concerned about the 7-14 working days because I wanted to know why my account is not being picked up on the system. She then told me about the 7-14 working days again and I stressed again that is not the reason for my call. I need answers about my account. Her response was "They tell customers that they cannot find an account so that they wont be bothered". Firstly, YOU DO NOT TELL A PAYING CUSTOMER SOMETHING LIKE THAT! Of cause that was enough to get my blood boiling. I asked Nonsikelelo why they would direct me to a team that is supposed to help me sort out this matter only to give me an excuse like that. I escalated immediately asking for her manager so that I could get proper answers. She told me they had gone in to a meeting and to take my number down for someone to give me a call. From past experiences I declined the offer because nobody ever calls you back! I asked the agent for her name and her managers details because I had a feeling that the call would be disconnected and she laughed as she spelt out everything for me. After being kept on hold for about 20 minutes with a few refreshes in between she came back and said she went in to the meeting room and said her manager (Andile Magqaza) wont change her mind about the 7-14 working days and so I told her that this isn't about that anymore, I am escalating her so that her manager knows what information she had given me firstly and for the disgusting manner in which she had handled my call. We went back and forth like this and after an hour my call was then disconnected. Nonsikelelo was rude, ill mannered and has no clue how to communicate effectively with her customers. I too have customer service experience and know that phone etiquette is extremely important. Is this the kind of staff that is trusted to be the face of Telkom? Is this the kind of manners that Telkom prides itself off? Absolutely pathetic. Its been three days, my issue has still not been dealt with and I am still being directed back and forth between teams to figure this out. If I was not required to add a star rating for this review to go through there would be none.