Horrible experience all around!!!!

On Saturday the 15th of September 2018 I went to a Telkom store to do a simple sim swop since my phone was ****** on the 1st of September 2018. I go to the store (Mall of Africa) and I was there for almost an hour just to do a sim swop. The lady who was assisting me in store (Mapula) tried doing the sim swop but she was unable to resume. We then called your call centre and we spoke to Bonolo and she said she tried to resume the sim sim swop but there was an issues. She told me that they use 2 systems, I believe she said on Huawei, is shows my line is active but on csm or crm is still shows as suspended. She logged a case for me (Case number ********) and she told me that it takes 72 hours and that I would get feedback on Tuesday or Wednesday. Today is Wednesday, I called in and spoke to a gentleman, (don't know his name) and he said the case has not even been looked at. He said that it will take up to 9 days for the case to be resolved. 9 DAYS JUST TO UNSUSPEND MY LINES AND PROCESS A SIM SWOP?!!!!! At the end of the month I will still have data and minutes that I was not able to use because your messed up system takes up to 9 days to unsuspend my line and process a sim swop? This is unacceptable. From day 1 i have had issues with Telkom. Earlier in the year, I tried to order one of your specials. It was 3 0 Gigs of data and a modem for I think R299 or something like that. I gave the delivery address but 2 weeks passed . When I even forgot that I ordered that thing, I got a call from the delivery guy to confirm my address but that address was incorrect. I later received an sms stating that delivery had failed and that stock would be returned to the warehouse. 2 more weeks late, I got a call from an 012 number, which is your Head office I assume and the lady said a number of deliveries were turned back due to issues with addresses . Then she told me we can still go ahead with the order and that I should expect it on the next Wednesday. She called me on a Friday. Guess what, I still did not get my order. I got another call a couple of weeks later asking if I still wanted the device and I declined. In April 2018 on a Saturday morning my boyfriend and I went to to the Telkom store in Southgate and we dealt with a lady named Kim because we wanted to take out contracts. We got to store and she was very helpful. We wanted 2 Sony Xperia XA2 Ultra handsets and then she told us that they only had 1 but what she can do is call the Eastgate branch to find out if they had anymore. They did, they had 8 and all were black in colour. She said she would get her manager at the branch to go to Eastgate to get me the handset and to come back the following week on the Friday. I believe my boyfriend went back and was told there was no handset. Angry and frustrated, I tried to call the store but as we all know, there is no direct line to the stores even though the numbers are on google, when you dial them, it is still a call centre type of set up. I managed to get Kim's mobile number and I called her. Fisrtly, her response was casual and nonchalant and she casually said well the Eastgate branch simply did not have the device. I went on to ask her when was she gonna call me or my boyfriend since she had our numbers, to let us know that the handset we want is not available and she just kept quiet. I told her that since we were still in the 7 day window period, I am going to cancel both contracts since she does not know what customer service is and that I was shocked and upset at her "oh well" response. She went on to tell me that I will not be able to cancel because I signed a contract and I let her know that I can and I will since I am still withing my 7 day window period. She made me so many promises that she was not able to keep. She also said she will help me migrate my prepaid Telkom number to contract and she did not do that either. My issue is not that they did not have the handset but it is due to her lack of follow up. She said she would call me and update me but she did not. I had to resort to ways of finding her personal number to confront her about her lack of follow up. As soon as I threatened to cancel and we had a back and forth about that, I hung up out of frustration. Literally 10 minutes later, I got a text to advise that my handset was miraculously in store and I can come and collect it during the course of that week. What does that tell you? She never followed up on the handset and once I threatened to cancel is when she actually panicked and did what she was supposed to in the first place. My boyfriend went to pick up the handset on the 5th of May 2018 and the lady who assisted him then didn't even know I wanted to move my number from prepaid to contract so she didn't even do that. The lady who assisted my boyfriend on that Saturday was the one who logged a call for my number to be moved to contract. A week and a half or 2 weeks later, I got a call from an 012 number and that lady verified my info and assisted with moving my line to contract. So as you can see, from day 1, I have had issues with you guys. If its not being on hold for long periods of time when calling into the call centre, long hold times when trying to reach certain stores, waiting nearly an hour to unsuspend my line and doing sim swops and agents or store agents promising to call you back to try and assist, its just an ongoing struggle to get decent service from you guys in most, not all but most cases. Look at hellopeter or other online platforms and see how many people complain about both in store and call centre platforms. It is shocking!!!!!!! It feels as if you guys just don't care. I know its certain individuals who do this but those individuals are an extension of your brand. and reflects badly on TELKOM as a whole. I am at the point of wanting to cancel my contract and I am, only 5 months in with my contracts. I know your priority is to drive your awesome products but you are forgetting the people who keep your engine running and that is us, your customers. I am not waiting 9 days for my sim swop to go through. That is absolutely ridiculous. Just because your 2 systems are not in sync? Fix this please. I intend on posting about this on every possible online platform. How much more do you expect from me? This is not fair. Not at all. Mapula from your Mall of Africa branch said she will call me by Monday to update me on my sim swop and advise on the option of purchasing a new handset on my current contract. She said it is either I choose a 3 month option or the 12 month option on the current contract. So depending on the value of the handset I want, it will be either divided by 3 months or 12 months but she hasn't bothered to contact me about that either. A courtesy just to let me know that you guys haven't forgotten about me and that you value me as a customer and that you are trying the best you can, even if its not true. But just that consideration that you are trying. I don't even want to purchase a new handset from you anymore. I will find another place to buy it because if I have to go through one more thing with you as a company, I will lose. You might think "oh well, its just 1 customer. Its not a big deal. We have millions of other clients". If that is the type of mentality you have as a company, then you have a long way to go as a company. Most companies are attending CEM courses or conventions because as a country, we are trying to move to being completely customer obsessed/ Maybe you should invest in customer service courses for everyone who works there. Please just attend to my issue/s. This is completely unacceptable!!!!!!!!