GET YOU ACT TOGETHER AND FIX MY CASE!!!

On 15 June 2020 at 14:53 I called the call centre (180) and was assisted by a young lady, very well spoken. Needless to say the call itself was horrible due to the poor network connectivity and required a lot of patience from the both of us. After moving around the house to find a perfect spot she managed to gather what my problem was and gave me settings to select my network manually. She said I could later if that does not work. Indeed the settings came through on SMS and I followed the instructions. Nothing changed. I thought let me give it a day.

I called again on 16 June 2020 and spoke to an agent. I was again assisted pleasantly. I stated my problem and advised what steps have been taken. The agent then logged a case for me, provided me with a reference number and advised that should the matter not be concluded I can call back in 72 hours. I received an SMS with a reference number. I then waited for my problem to be fixed. On the evening of 24 June 2020 at 20:48 I received an SMS stating that my case has been closed because my matter has been resolved. To my shock, I tried calling the calling the call centre, to no avail. It kept ringing and I eventually gave up. I was upset because nothing was resolved. In the morning I then realised that all was in order, my network connectivity nightmare was over, or so it seemed.

on 4 July 2020 my nightmare started all over again. I thought i'll give it a day to be certain. Indeed a day went by and nothing had changed.

on 5 July 2020 at 10:06 I called in. Stated my nightmare and was assisted. Case number ***9 was assigned. Again was told to wait 72 WORKING business hours. I waited 3 business days and my case was still not resolved.

on 08 July at 10:33 I called again to make a follow up on my case, I was told the matter will be escalated and I need to wait.

On 10 July 2020 at 09:23 I called again. Now you need to understand that since I've been calling in, not once did I feel mistreated as a customer. The service from the agents was good although the matter was not resolved. On this day I was "assisted" by a Sphamandla Myeni. I remember I made a note to take down his details. What terrible service from this person!!!! I explained to him my problem and my frustration, he wanted to take me through the manual network selection process. I further explained that I have been through that already and I have a case that is pending. After going back and forth he told me that I need to wait and there is nothing that can be done. I pleaded with him that surely this can be escalated. The only answer he had for me was WAIT. I demanded a deadline, again he said WAIT. I demanded to speak to his team leader, he said the team leader is off site. I pleaded once again for him to give answers because I do not believe that one can wait without any workable solution. He then placed me on hold and went on with his business. Did not even tell me why I was holding. I held on for a few minutes and decided to cut the call.

While Telkom is doing absolutely nothing with this matter, I have had the following problems:

My daughter is unable to attend her online classes Receiving a call is a nightmare due to theterrble network connectivity I have lost a job opportunity as the company was unable to get hold of me

Telkom, get your act together!