Mediocre Customer Service - Telkom

I have app**** for a Telkom contract ( Samsung A71 with a smart watch) online between the ***.

On the 19/01/21 my account was debited for an amount of R518.00.

On the 26/01/21 without contacting me the delivery company came to deliver. I was not at home so they advised my family members they would call me to set up a day for delivery.

On the 04/02/21, I called to query and was advised by agent, Nosipho it would be escalated to the relevant department & they would get back to me.

Due to no feedback on the 09/02/21 I called back & spoke to agent, Nobuhle who advised the order has been cancelled without my consent. She explained the refund will take between 3-5 working days. To date I have not been refunded.

Today on the 19/02/21, I called back & spoke to agent, Shannon who advised she has sent to emails to management regarding this issue. She explained there was emails sent by the first agent, Nosipho but it seems there was no action taken or feedback given.

Note: There is now a second pending debit order on my account to go off & this is supposed to be cancelled & i should be getting refunded.

I do not want the phone due to the initial cancellation without my consent as well as the delay in delivery & mediocre service.

I am awaiting my refunded as now the second debit is due to go off.

Customer Service is suppose to be the Service delivered to your customer. The promise you keep to your customer, allowing us customers to be delighted in doing business with you'll.

Telkom's mission: 1. Advance rapid buildout of sustainable intelligent digital infrastructure and platforms tat is affordable and accessible to all. 2. Nature best-in-class digital talent that helps develop nation's digital capabilities and increase digital adoption. 3. Orchestrate digital ecosystem to deliver superior customer experience.

Currently there is no superior customer service being delivered, this is more of a headache than anything else.

Any issues you may experience with the delivery company should not be the Customers issue. Should this matter not be resolved at the soonest I will definitely be in contact with Wendy Knowler.