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Andisani M

1 reviews | Active since Jul 2017

01 Aug 2017, 15:27

I'm fed up with telkom their service is very poor and yet they keep on taking my money

<p>I logged a case with telkom on the 1st week of June. The issue still has not been resolved. I kept on calling everyday and the consultants kept on promising that the technicians will call a day later but never did. As I am typing now I am put on hold on the call center for the second time, last few minutes I was holding for over 20 min waiting for feedback and the consultant decided to end the call and now I have to call and start from the beginning. The service is very poor and they don't seem to care. The feedback I got was that no technician has been assigned to my case which is over 2 months now - I even personally went to a telkom Mobile store to fill out a form to cancel my contract still no feedback. I have been struggling with network connection for two months - my job is demanding I need to work from home but I cannot because telkom is not attending to my issue and they are also not allowing me to cancel my contract so I can use other service providers. This is a serious customer abuse and I say enough is enough. They know how to come up with products but they don't know how to provide good customer service. One of the consultants even told me to email the cancellations department which I did and kept on forwarding emails to them and nothing was done. Every time I log an issue they tell me to wait for 21 days and nothing happens. I am frustrated and every time I call the call center I waste a good 30 min of my day and it is also emotionally taxing to keep on calling complaining about a service. The customer services department which is a middleman to all departments can only email and escalate our queries they don't even have their numbers and all they tell you is to wait. I have waited long enough and now I'm really fed up. I just want out of the contract and to never do business with telkom again. How do you sit with a customer issue for 2 months and do nothing about it when the customer is paying every months. I tried to take the issue with the bank and cancel the debit order hoping they will finally decide to call me and unfortunately the bank said the contract has to be cancelled between me and the provider and they cannot help. It's annoyin because I feel so helpless</p>

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Replies (1)
AM
Andisani M's update18 Aug 2017, 04:37
Reviewer Update
Hello, after I wrote this review you said a technician will get in contact with me. A technician finally came which is great. He did a speed test by putting the router at different locations in the flat and found that the router only works if it is placed on the window in one of the rooms however if we shut the doors -- which is normally when I sleep the speed reduces dramatically. Not only that but there are times when there is just no coverage. I stay on the ground floor so for security reasons putting a router on the window is not safe and also the speed varies at all times of the day and also depends on whether the door is open or closed. He said he will submit the report to telkom and they will call me, they never did. I never got any feedback from them. One of the thing that is frustrating is that I have been wanting out of his contract since June since telkom hasn't been giving me feedback and when the cancellations department finally called me which was the same week as when the technician came they told me they will penalize me for cancelling the contract -- and I said but you costed me for delaying me for 3 months now to get out by not responding to me and ignoring me coz I have been paying plus it is not my fault that I don't have service in an area where according to telkom I should have proper service. I feel abused by telkom and taken advantaged of coz they have been ignoring me -- even after diagnosing the problem and getting a report from the technician they are doing nothing. I asked to speak to the manager when the cancellations dept told me I will pay penalties and they said he will call Me back and he still never did. So the more I stay in the contract while waiting the more money I waste while at the same time you still want me to pay penalties worth almost 4 months. Why do you treat customers this way. I want out of this contract effective 31 August at zero penalties. You have really wanted my money, time and inconvenienced me. Please get it sorted ASAP. I can even send a photo of where my router is and the speed tests I also did the whole week and you will see for yourself the situation is bad. Some days I ma Lucky some days not so much.