Disgruntled Client

Hello all.

Well let me start by saying that I am not one to complain but with the problem I'm having with Telkom I thought it necessary to inform people of the service that I'm getting. It all started on the 28th March 2018, when I went into the Telkom store in Musgrave Center Durban, to open a new account for the special they were having for ADSL Uncapped for +-R600.00. Firstly I did not have any problem standing in the que for over an hour, before i was assisted, whilst another person was being assisted, by the same gentleman (Ryan). He asked me what I wanted and I told him. He then told me to look inside a drawer and find a file named new accounts, which after a few seconds I did. I took out the file and the paperwork to fill in.

After I filled in the paperwork and made my own copies of ID, Bank Statements, Proof of Address and Payslip, I stapled all the documents together and handed them to Ryan. I inquired as to how long it would take to get connected of which the reply was +-2 to 3 weeks. I still purchased a TELKOM Sim card (which i had to go to Ackermans to buy because they don't have sim cards in store) and loaded the R50.00 500 gig night express bundle onto before I left the store feeling confident that I made the right choice in internet connection.

The day after I visited Telkom, I received a very disturbing phone call from a female who identified herself only as Roslyn, saying that she was in the que at Telkom (Musgrave Center) and all my private and confidential documents as well as my application form, had been given to her by Ryan at the counter after she had conducted her business. Furious and outraged as I was I attempted to contact the Telkom store at the center, through the telephone nnumber on their website, only to be transferred to a call center for Telkom. In informed the lady on the line of the problem in the store to which she advised her senior management. She then told me that her manager would get hold of the store manager of Musgrave Center Telkom and that he would phone me shortly there after. Approximately 30 minutes later the Musgrave Center Store Manager phoned me and stated that he had had a few words with Ryan and that he (Manager) would see to it that my paperwork was retrieved from Roslyn and sorted out as soon as possible. Still disgruntled I thanked him for sorting out the problem.

On the 20th April 2018 after almost a month of waiting I contacted the Manager of the Musgrave Store (Ivan) and asked him how long it was going to take due to it being after the initial 2 to 3 weeks and he said that he needed to fill in some other forms where he asked me a few questions, telephonically, then i received an Email stating that the order was sent. He then said that it should be sorted out soon.

On about the 23th April i took it upon myself to contact the HOTLINE again which used up firstly 45 minutes of my airtime to get through to the one operator who said that I should phone another number to find out about my connection, which i did taking up another 15 to 20 minutes of my airtime, to find out that a technician had been to the building where I reside on the 11th of April and again on the 16th April to have a look at the cables etc and according to them they should send me an sms or email to verify an installation date by the 25th April (which i have still not received) and then they will come and install by the 2nd or 3rd May.

On the 3rd May 2018 I contacted Ivan by means of whatsapp and here is a copy of the conversation: [03/05, 09:44] Raymond Coupe: Hi Ivan. Im still waiting for you to get back to me about my connection. This is becoming ridiculous now. Its been over a month now where it should have taken 2 to 3 weeks. [03/05, 15:22] Ivan Telkom: Hi Raymond...

Order was stuck and I asked support to assist, which they have done.

Order 288818-25 currently with Networks to release order, so I've emailed that section.

I will advise once order with fitters.

I went to the Game City Telkom counter, on the 8th May, where I asked the gentleman there if he could determine what the problem was in my connection. After approximately 30 minutes he said that there was some problem due to some unknown reason and that I should contact the store where I had initially conducted the application.

I contacted Ivan again by means of whatsapp on the 9th May to find out what the problem was and here is a copy of the conversation:

[09/05, 07:54] Raymond Coupe: I spoke to the guy at telkom (game city) he said to me that they are waiting for an installment date. And i must get hold of you and ask when they will install. They can come do it today or tomorrw. Im home all day [09/05, 10:31] Ivan Telkom: Hi Raymond...

Checked on your order and it's got some technical comment which I don't understand.

I've emailed back office support to help me.

Will advise soonest. [09/05, 10:45] Raymond Coupe: Thank you. I just hope all gets sorted out soon

Kind regards [09/05, 12:08] Ivan Telkom: Me too - I apologise for the delay and want to get you sorted asap. [09/05, 12:09] Raymond Coupe: Do you think it will be sorted out by tomorrow with installation [09/05, 15:32] Ivan Telkom: Trying my best, however at this stage cannot commit to a date.

To be honest, if I knew that it was going to take this long and cost me such a lot in telephone calls and data i would have gone back to the store and reapp**** however i feel that due to it being there fault that my paperwork was misplaced by them they should sort it out. But alas i have to suffer the consequences of their mistake for over a month.

Please advise.