Disgusting Service

Negative 100 stars is what this service deserves. Customer service is appalling. No ownership!

Logged the below complaint on 01/02/2025 already and still ongoing aside from highlighting this issue with the store at Tygervalley entrance 8 prior.

Formal complaint, call made Telkom call at 13:20pm on 01/02/2025 to 180 customer service.

Complaint about Amazon prime video charge which should be free for 12 months based on Telkoms email communication, turns out not to be the case. Agent unhelpful and says they cannot log a complaint or call me back about my issue with this and says I need to be calling in to chase up on this, refers me to an email address to log a complaint. Agent says all managers are in a meeting, I said I will wait then, she proceeds to place me on hold for 10 minutes and fails to update me. The call then got disconnected by the agent as I was passed to rate their service, obviously they were zero's all the way. No help at all. If it was an error, they just needed to say that and how it can be fixed. Her service was unacceptable and left me to do all the work. Lazy, unprofessional, allergic to assisting customers, should not be working in customer service or any company where there is a service to provide. My purchase made as part of black Friday offers, waited a month and a half for my phone to be delivered to the store (Tygervalley at entrance 8) for collection which was received on 25/01/2025 by myself. The store consultant was helpful in a sense of updating me on the status of my order and stock, sometimes I needed to call her but thats okay, she also assisted with setting up everything and ensuring I am comfortable with the purchase and handset. I asked about the R2000 Samsung voucher, which the limescale to redeem this has ended, I wanted to know what will be done because it's not my fault there was no stock and a delay in the fulfilment of my order. She advised that she will speak to her manager and get back to me. I went back to the store on 01/02/2025, she wasn't in, however, spoke to another colleague and they advised their manager is still looking into it and they will get back to me by Monday. I also queried the Amazon prime video and a ticket was logged, and would expect to hear back by Monday as well. Monday, 03/02/2025, came and I received no update from either the store or on the ticket that was logged. I called the store agent on 05/02/2025, and she informed me that they've tried contacting other stores and Samsung and her manager was unable to obtain a voucher as their store does not have stock in any sort of vouchers to replace the Samsung voucher I can no longer redeem. I asked if I can get anything else to make up for what I will be missing out on due to no fault of my own, she said there is nothing they can do and nothing that her manager can do either, I would basically just miss out on it. Definitely not an applicable answer. Also, at no point did the manager of the store make contact with me, clearly I was dissatisfied about this issue. I called in today as well on 05/02/2025 at 11:09am to 180 billing department. The lady I spoke to kept referring me to the email address to log a complaint and wasn't helpful in taking ownership of my complaint. I feel that all she knew was how to refer me to other departments instead of how to do her own work or even go out of her way to find help. I asked her to note my complaint on the account and the response I got was that she can only leave notes on the account that are applicable to what is within the scope of her department. What kind of response is that even? I asked her to escalated this to her manager and again was referred to the email address, I don't know why the website says you can call 180 to log a complaint and speak to someone but when you call, you are told to email. A network that cannot log a complaint via their customer service team and don't have a complaints department that are contactable via call? This is bad for a big company like Telkom. I asked to be transferred to the survey and instead I was transferred back into the queue. I spoke to a gentleman who was empathetic and understanding, as well as agreeing that the service I endured is not to an applicable standard. Although he wasn't able to do much based on what he mentioned, he at least showed acknowledgement. The detractor survey would've gone to him because of his previous colleagues poor performance. The calls need to be investigated and action needs to be taken without leniency. Not a great start to this 3 year contract at all. I expect to hear back from this complaint and a suitable resolution to be given, this is unnecessary!.

I've in total made 19 calls to Telkom customer service and still no outcome. Managers are always unavailable and agents are *********** to deal with queries, they do not follow through with any actions that needs to be taken to escalate or deal with my issue. Every call I make I have to re-explain my issue due to either no notes or inaccurate notes being left on my account.