Formal Complaint Regarding Poor Customer Service at Telkom Hebron Mall

I am writing to express my extreme dissatisfaction with the service I received at the Telkom store in Hebron Mall on 14/03/2025 at approximately 14h00-15h30.

My primary complaint concerns the unacceptable waiting time and the unprofessional conduct of your employee, Lebogang. Upon arriving at the store, I observed a significant queue with only one staff member, Lebogang, attending to customers. This resulted in an excessively long wait time, which is unacceptable.

Furthermore, Lebogang's demeanor was consistently rude and dismissive. When I addressed my concerns, she was unhelpful and displayed a complete lack of empathy. Most disturbingly, when I requested an apology for her behavior, she refused to do so, even in the presence of her manager, Lerato.

I spoke with Lerato, the manager, in hopes of resolving the situation. While I appreciate her acknowledging the issue, I am deeply disappointed that Lebogang was not required to apologize for her rude and unprofessional conduct. I believe a proper apology is warranted to rectify the disrespect I experienced.

I expect the following actions to be taken:

* A formal apology from Lerato, the manager, for the inadequate handling of the situation and the lack of an apology from Lebogang. * An investigation into the customer service practices at the Telkom Hebron Mall store, with a focus on addressing the long wait times and the conduct of staff members. * Assurances that measures will be implemented to prevent similar incidents from occurring in the future, including adequate staffing and customer service training for employees.

I have been a Telkom customer for years and have always valued your services. However, the experience at the Hebron Mall store has severely undermined my confidence in your company's commitment to customer satisfaction. I request a prompt response to this complaint, outlining the steps you will take to address these concerns. I look forward to hearing from you within 7 business days.