Horrible Customer Service

I am extremely appalled by Telkom service below it's an email sent to one of Telkom's managers to try and reach out to the store in regards to the service thats not being rendered.

I don't know what to say about this matter that's not being resolved and all Telkom's departments and employees are concerned about getting payments but the service is not being rendered. They don't care and seem not to know who is supposed to do what but when it comes to payments they act quickly and promptly they don't care if the cue customer has been assisted or not.

I had requested that if this matter has not been resolved they must cancel my contracts or come up with a solution that will assist me as the fault was not on my side to begin with, their *********** stuff debited an incorrect account that does not even bother them.

Below it's an email sent to one of their managers a month ago explaining the horrible service and a month later I was given a break down told that I did not qualify for relief and my account is in areas and I must pay and still no Sim swap no acknowledge of pour service no apology nothing but I'm liable for the charges and payments must be made within 7 working days and nothing to discuss.

Good Day Ally,

Hope that my email finds you well.

I am writing to you because I don’t know where else to go.

I wish to complain about the service I received from Telkom since 31.12.2018 when I took a contract phone for my daughter telephone number *** account number *** at Carnival Mall.

I am complaining because for half of 2019 the account was billed under an incorrect account number and I have been calling numerous times trying to resolve the matter. I have never provided an incorrect Bank account number and have no idea how was the incorrect account number was obtained, further more I was the person calling in for this matter to be resolved and spoke to numerous consultants and the charges became my problem that lead me to take it upon myself not to pay for the services because of the incompetence of Telkom Stuff. I took it upon myself to sort out the account as is it affecting me and took upon myself to pay for the services and put my contract on hold as I cannot pay for both services at the same time of which is my main contract account number *** phone number *** that’s currently blocked by Telkom so I could resolve this problem.

Now that the service for account number *** has been fully paid and well received I visited the Telkom store at Carnival Mall on the 07.05.2020 after on the a conversation I had with Kgomotso a lady that assisted me over the phone and advised that I should go and do a sim swap at the store as she could not assist over the phone. I must say she gave me the best customer service and agents like her are needed, sadly I did not take her last name but I am sure the recording can be traced and give credit for such excellent service and I rated her 10/10 on the survey.

I went to Telkom Store at Carnival Mall and the lady by the name of Sibongile told me that she could not assist with the sim swap as the account was blocked by accounts and I explained that the money has been taken about 15days ago and it does reflect when the contact center agent checks over the phone hence they said I must visit the store and she insisted that I must call the call center and further said I am wasting my time that will be done after a month as she has experienced that as an employee “so who am I” if she as an internal stuff member took longer.

After having to explain that she said she will call the contact center after I have explained that they said I must visit the store. She insisted that I must speak to a consultant over the phone of which I did again and got hold of Siphosenkosi Mgobhoi email address(***) who was least interested in assisting me and his tone of voice said it all and he said he is sending an email to his manager as his the one with access of doing a sim swap email address (***) and the sim swap will be ready in 48 hours and I said I will follow up in 72 hours and in 72 hours. I call and got hold of a consultant by the name of Nelisiwe email address (***) @ 12:50pm and he said his not going to be able to assist me at all and I must go back to Telkom store they should help me, he did not even attempt on checking on the system if he could assist further and after having to explain to him that I was assist by Sipho and he sent an email for the request. He then said he can only see request for the prepaid number of which I had explained why it was done like that so we could get a sim swap on ICCID NO:*** and I had to tell him how to do his job. I further ask him to put me through to his Team leader or manager that would be able to assist and he refused and went back and forth with me as if I was not a customer, He did not go out of his way to least try and send an email to Sipho’s manager for assistance but was willing to tell me that he can’t help.

I would like you to terminate this contract as I am unable to handle this appalling service that I have received from Telkom and have the funds moved to my main contract of which I will not upgrade once it reaches its maturity. I cannot stand such service where people don’t even regard themselves as one and shift blame.

When I first learned of this problem, I contacted Telkom on a monthly basis till I got hold of Rethabile that told I must just pay there’s nothing she can do and was told that nothing could be done about my problem. I believe that this response is unfair because I did not provide incorrect Banking Details and that people are *********** and do not want to do their jobs. I would like a written statement explaining your company's position and what you will do about my complaint.

I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 3 days I will file complaint with the appropriate consumer agencies and consider my legal alternatives. I may be contacted at the following phone number *** and via email ***.

Sincerely, Dimakatso