HIGHLY DISAPPOINTED CUSTOMER

On the 19th June 2018 I got an sms from Telkom notifying me that my payment of the previous month was not made, I then had it debited on the 25th June 2018. On the 28th June 2018 I then called the call centre of which the agent said to me she will load a request for my payment to be loaded onto the system and the team leader will request my line to be unlocked on the system. The turnaround time for this will be anything between 5-12 hours. I gave her the benefit of the doubt and agreed to it. As occupied as I was, on Saturday evening I then realized that my line was still locked I couldn't make calls still as I was using my alternative number. Disappointed much, I call the call center once again to figure out what went wrong.

At 7:11am 1st July 2018 was when I attempted to call the call centre and waited for 11 minutes up until an agent by the name of Tshepo picked up and said he will look into my account and tell me what's happening. 5 minutes into the call the line took me straight to the customer survey, and he did not complete my query.

Like that was not enough, I attempted to call the accounts and billings department my line was not going through. It kept on saying "call ended". Confused as I was, I then called the prepaid line of which I learned it was the same department accounts and billings.

I attempted to call again at 7:30 and I got through to Avuyile who had then shared that his colleague that I spoke to on Thursday did load the payment but then he will have to escalate it again. Of which I then disputed to be waiting again for another 5-12 hours whereas I have given Telkom 48 hours to resolve the issue. I then spoke to the Team Leader who then explained the reason why my line was still suspended was because the consultant I spoke to on Thursday did not load a request on Back Office for my number to be unlocked. I mean surely the consultant gets enough training for them to understand that a customers number needs to be loaded onto back office once they have paid.

So then I had to wait for Monday for my request to be resolved whereas the whole weekend I had been inconvenienced when I had made a payment and still getting harrasing SMS's to make payments when I have made the payment of which the Team Leader has confirmed it was made. I then Asked for the manager on duty which is Tumelo, he was not available.

This is the second time I have to call in and complaint about service. I am a paying customer and do not deserve this kind of service. I have become repeat business to Telkom for 3 years for 2 contracts.

I would like to cancel this contract as I am highly dissatisfied at the level of incompetence to a point where a customers weekend has been ruined by lack of communication services ironically of which you as Telkom need to provide.

My email address is ********** please send through the cancellation forms as I am not willing to go to a branch I do not have the time to encounter yet again more incompetence from my last experience.

Today is the 05/07/2018 still not resolved.

Disappointed Customer Lethabo Matseke.