Customer service received from Telkom is disgraceful.

Customer service received from Telkom is disgraceful.

Telkom being a company providing service for so many years to everyday south Africans, you would expect their service to be better aligned. Their processes and procedures within Telkom go against providing a fair customer service experience. There is no accountability for consultants not completing simple requests.

I had a refund due, in my initial request, I specified that the amount should be refunded into a specific account. I get a call confirming my refund has been approved, as this point i confirm if the account captured is correct, it was incorrect. I was told I have to cancel and restart the entire process of refund. I advised them to cancel the refund which I was willing to redo. This request was not actioned and the funds were paid into the incorrect account.

On a seperate occasion, I made cash payment at checkers on the 28th April. I called in on the 1st May to check if the payment was reflecting, it was not. On the 1st May I sent through proof of payment to the consultant, I waited on the line for him to confirm receipt and before he ended the call he advises that proof of payment was received and will be attached to my account. On the 5th May my account was locked due to nonpayment. I called in and was advised I now need to send an email to athe different address, in a specific format to unlock. The attachment has to be PDF, the subject has to be specific, the account and amount has to be specified in the body of the mail. At this rate Telkom should be paying me for doing all this admin to resolve my account.

Telkom system are designed to auyomatically hand over your account to attornies after just 1 missed premium. Causing confusion as to wetha you should be paying the attornies or telkom as you would receive calls from both.

When I call in to complain about the service I received I get attitude and the process of resolve is made even more difficult for me. I am given an e-mail address which is not valid.

Telkom, you are a big provider in SA and your brand is nothing without the South African people supporting you. The least you can is ensure your processes and procedures provide a fair service to everyday South Africans. Telkom Customer Service must improve.