Horrible Customer Service Experience

When Telkom contacted me and said they were rolling out free fibre upgrades in my area with a two year contract with no installation fees I was more than happy to opt in for the service and even upgrade my current 4mbps adsl line to the 10mbps fibre option. I thought this was great service, however the good feeling didn't last long...

I also received an account from Telkom that had and additional R700 on it for services rendered. I spoke to the call centre agent and they advised the billing department would contact me and rectify it and I should pay the account so long, which I did... Shame on me.

After not being helped with my billing query I received an SMS and email stating I need to pay an R614,01 installation deposit for my fibre. Wait didn't Telkom advise me that installation was free? So I called Telkom to rectify this issue... Simple task right? Wrong.

After being told 3 times in a row to contact different call centres I was eventually helped by a gentleman who confirmed that the fault was with Telkom... but guess what? I had to call another number to fix their issue. So I asked the gentleman what he could do and the agreement reached was that I could cancel the fibre installation and my adsl service would be unaffected, and I made double sure that my adsl wouldn't be affected, he confirmed and I was happy.

Within an hour another Telkom representative called me to enquire why I cancelled my fibre installation, i retold my story and she said it was fine and that was the end of it. Or so I thought.

When I got home my adsl router had no more internet connection. So guess what I did... I called Telkom again. However only to find that all my accounts had been deleted on the system....... And I had to call another number (sales) and query it with them. I requested to speak to a manager but I was just put on hold and after 30 minutes i put the phone down.

So now not only do I not I have fibre but I don't have adsl anymore either. But on the plus side I am still being billed by Telkom so I assume they have at least one department which works....

Completely appalled by the service I have received.