Frustrated Customer

I have called the Telkom Customer care line about 15 times since the 3rd of January 2018 . My name is Thandeka Qangule account number is on top. I was highjacked and lost my phone in the process. I wanted to do a swim swap and get an upgrade since I am due for one . However I was told that I had to go to the store to have the swim swap done to which I had no issues with .

On Friday the 4th of January I went to the Store (Vanguard mall ) . I was told a swim swap as well as an Upgrade could not be done as my account is is arrears. I was surprised as a payment of R1351 went off my account on the 21st of December 2018 . What also surprised me was the fact that I could not do a swim swap on a prepaid sim since the number in question ********** 095 is a prepaid number. The store consultants were kind enough to lend me a phone to call the customer care number - I had to wait for 10mins to get through to an agent who I told my dilemma to . She then advised that she will send the info through to the collection department who will take from 5 to 24 hours to clear my account. I reluctantly went home .

On Saturday I called the customer care line again to which I was told the email was sent to collections . They can see the payment but collections needs to clear this. I called again and I was told it now takes 7 working days for the account to be rectified when a payment is made . Mind you payment made on the 21st of December 2018 so by then it was 8 days . I requested to speak to a supervisor to which I was kept waiting for 20mins with no help.

I again called and ans spoke to a consultant who;s name was Tsiliso (ccd on this mail) who then advised me that the collections department has not been operating since the 27th of December 2018 and again that my querying will be sent to them to be followed up upon . He even sent me a mail instructing the store to allow me to get a swim swap as my account was not in fact in arrears. I went to the store but they could not accept that . He advised me that by Monday this should be sorted.

Monday came and no , the account issue is still not sorted . I called the customer care line again and requested to be put through a supervisor but I was to now the account clearance turnaround time is from 7 to 14 days ( at this point I had seized to be amazed by the different answers . I then spoke to a Lebogang who I told the same story 2 and insisted to speak to a supervisor. After 5 mins of waiting a supervisor came on the line ( ccd here as :conjwab) I gain like a broken record I had to say the same story . He promised to follow up on this with the collections management . When I asked him how long that would take he said about 24hours ( its now 23hours and my account still is not resolved) . He did not want to "over promise and under deliver" .

Once again , can someone celar this mess up so I can actually have a phone and do a swim swap in order for me to continue with my life and close my accounts . Hoping to hear from anyone at this point.