NEW CONTRACT DELAY

Dear Telkom,

So something that has been building up for close to a year finally happened.

I’ve been a Telkom user for the past 4 or 5 years using your prepaid service but seeing as though my old Samsung S4 was starting to show it’s age, I thought that it would be the time to finally go and get a new contract & new phone. After numerous months of looking through your mobile brochures, I finally decided to take the plunge and go for the Huawei P20 lite. So Saturday afternoon (01/09) after doing my bit at the office, I went towards your Tygervalley branch. The store was busy, but that didn’t matter as excitement was in the air. Two of your sales executives asked whether they could assist me, but I declined seeing as though I wanted to speak to a certain gentleman whom have assisted me in the past while going through the brochures. The ID and bank statements are scanned in and verification questions asked… I’m getting more excited (while also concerned about changing from Samsung to Huawei).

And then it happened… your system tells me that they have sent my documents for a review after which the sales executive explains to me that it can take anything up to 72 hours! Do you know how that changes excitement to utter disappointment? I’ve been with Telkom mobile for years and have had an ADSL line at home since 2012… all of whom have always been paid. How long I will still be a customer is a question however.

When I spoke to a lady at your Head Office number this morning I was told that it was requested on the 1st and today is "only the 4th". Do you understand how quickly one's decision can be changed?

Had I been an existing contract user receiving such service you could semi understand it as you as a customer can't do anything about it (but complain). Treating possible new customers this way is however a concern.

The sad part is that the excitement of a new phone has completely disappeared and been replaced with something else

Can you please advise me TODAY with a definite yes or a definite no so that I can know what action to take.

Thank you Marius Immelman **********

PS: I gave the rating 3 stars because it would be wrong to fault the in-store staff. The unwillingness to help of the telephonic staff however would be a concern to me had I been the owner/director of the company. Just my 2 cents...