Held Hostage for 21 Days

Item: Telkom
Rating: 1

To whom it may concern, It is with great anger, frustration and disappointment that I am typing up this email. Let me start at the end and then I will give you the detail behind my decision. I would please let to cancel my ADSL line (if I could have it cancelled with immediate effect I would be really happy and a thousand times less frustrated and the little bit of hope I had in Telkom may be restored). This is where my journey to nowhere started: 28 March 2017 – ref ********** 52 I received an sms that my ADSL was activated. 29 March 2017 – REF 883CRK290317 I called through to the technical call centre because my ADSL was not working and there was a noise on the telephone line when the modem was on, so the agent logged a fault with this reference number. I then started following up on this since the 3 April and everyday I was asked whether the technician had contacted me. I asked one of the agent to please make a note that I need to be called before the technician gets to my house as nobody is there during the day so I would have to make arrangement for someone to be at home to open for him/her. 5 April 2017 – ref 973685 On the 5th April I basically got the same feedback and my frustration was peaking and I asked the agent to escalate it and I was given this ref number; Fat lot of help that did – to date nothing has been done. 6 April This was the day that I lost because I was told that the technician tried to call me on the 5th at past 1 in the afternoon and again on the morning of the 6th at around 9. I told the agent and eventually her team leader that I had received no calls on my cellphone and none on my landline from a Telkom technician. I was then told that the technician cannot come to my house because his toolbox was ******. That was the straw that broke the donkey’s back because I felt like he was making up stories instead of doing his work. I am not too sure who the technician was but the agent mentioned a Mr Thomas. My biggest frustration was that the agent and the team leader would not give me his number or his manager’s number so it felt like they were protecting the technician and taking his word over mine. I lashed out at them and only after I lost my cool did the team leader seem to understand that the technician has been telling lies. I asked her to report this to his manager because he is a total disgrace to Telkom. He has no integrity and should not be out there representing you. I also told her that if it was not resolved by Friday then I would like to cancel this line. 7 April 2017 Same feedback received i.e. “did the technician not contact you”. That call I eventually hung up on after 20 minutes of waiting to speak to a team leader. I never bothered to call back because it was feeling like a futile exercise and I reckoned what the point. 8 April 2017 To humour myself I called to see if anything had changed and man did it change. When I had given the agent my reference number I was informed that the technician closed my fault and marked it off and completed. When the agent asked me to put on the modem surprise surprise it was NOT WORKING and the line was still making a noise. She asked if she could log another fault and I said no because I had truly had enough of the putrid service I had received so far. So since the 28 March I have been unable to use the internet at home and I have wasted money on data at Afrihost because I had no line to use it on. I strongly believe that if you were in my shoes you would also want to have your service disconnected immediately but I was informed that it takes 21 days for the cancellation to be processed. So I feel like I am now being held hostage because I have to wait for this to be cancelled before I can go to another service provider. I hope that you will take my request into consideration and please have my DSL line deactivated soon so that I can move on from this dreadful experience that I have had to endure. I would also appreciate feedback from the technician and his manager regarding HIS feedback on my fault.

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