Fuming Customer

I have been an MTN customer my entire life but ported to Telkom around 2015 in order to receive better data deals (sorry MTN) I regret this now.

November 2017 I bought a cellphone with Telkom and it costed R449 per month and includes a R99 gig. I also have the option to run a bill which I am doing. They didn't charge me at the end of November because it's the first month they charged me double for December which was right. So next debit order was December 29th 2017. It was R1375 (this was apparently my double deduction plus bill up until a certain date) now I receive a statement saying I owe R2300 odd for January but on my statement it reflects charges for December January and wait for it... November

I then contact billing Dept via chat and speak to Boitumelo Sarah M, who says that they are undergoing an upgrade and she can't access my things. So cold and so rude, I ask her to explain the charges to me as customers don't understand internal jargon and she ignored me, I ask for the debit order date and amount she ignores me, I ask for her managers name, she ignores me and then of course CALL AVOIDANCE, which btw in a call centre is a dismissable offence, she disconnects the chat. I contact them a second time and she tells me to call at 6am then she does the exact same thing. Again! I contact a third time and speak to Motjida Sibeko and he sends me detailed statements etc. I ask him for the same thing and he ignores me completely and does THE EXACT SAME THING Boitumelo did even after I complained about it. I ask for the managers name and email addy of Boitumelo and he ignores me. Eish. I contact again, hahah I get through to Mtheki Tsuputse who doesn't help me either after I give him the opportunity to fix the experience I received and tell him that I am not happy. He says he cannot give me the email address and then I ask for any complaints email address. He then gives me the manager of Boitumelo's email address. I'm not going to mention her because she is not the problem here and I had no encounter with her YET.

IT IS SAD THAT WE HAVE TO REACH OUT ONLY TO RECEIVE SUCH PUTRID SERVICE. I am starting to HATE Telkom and will not be taking out any contracts for my mom, sister or brother. I will not recommend my friends either and I have now managed to convince my best friend to port to MTN because she too has Sooo many problems with Telkom and this for her was the cherry on top.

I am angry. I want to understand my statement that's all but this is the problem with your "customer service agents" they do not understand customer centricity or basic rights of service. They don't understand how to Wow a customer. They don't understand call avoidance, they don't understand Hold Time, they don't understand AHT and how it affects the customer, they chase numbers and compromise quality or they simply drop contacts because they don't feel like trying to assist a customer. They don't understand repeat contact rates. Perhaps relook at your employees as person-job fit is important. You might find that half of your CS Agents actually belong in workflow where they are not faced with customers.

Give Telkom agents back to basics training.

Damn it!