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KR
Kevin R

1 reviews | Active since Jan 2015

14 Mar 2025, 18:04

"New Telkom Customer Facing Unnecessary Hassles and Poor Support"

Dear Telkom Customer Service,

I am writing to formally lodge a complaint regarding the unsatisfactory experience I have encountered with your Sandton City branch and the lack of urgency in resolving my account issue.

Three weeks ago, I upgraded my phone contract at your Sandton City branch. However, yesterday, I was informed that my account had been locked due to an incorrect limit increase request submitted at that branch. After holding for over an hour, I was advised to pay R470, which I promptly did. I then spoke to Pat, the branch manager, who informed me that I needed to pay an additional R420. To resolve this, I paid R450, an extra amount to cover the outstanding balance, bringing the total to R920.

Despite fulfilling all payment requests, my account remains locked, and I am unable to access my services. As a result, I have lost two full business days that I rely on for work-related tasks. The lack of urgency and the confusion surrounding the issue is completely unacceptable.

As a new Telkom customer, I am deeply disappointed by the poor level of service I have received. It is clear that both your front-office and back-office teams lack coordination, and there seems to be a significant gap in understanding and communication of your products and services.

I urge Telkom’s management team to address this issue promptly and investigate the underlying disconnect within your organization. It is critical that this situation is resolved immediately to prevent further disruption to my business.

I hope to receive a swift and effective resolution to this matter. Until then, I cannot, in good conscience, recommend Telkom to anyone seeking reliable service.

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Replies (2)
KR
Kevin R's update15 Mar 2025, 18:29
Reviewer Update
I am writing to express my frustration as my account remains locked despite having made the required payments. I have now lost three full business days due to the lack of assistance in resolving this matter. Could someone kindly prioritize unlocking my account as soon as possible? The prolonged delay is significantly impacting my ability to conduct business. I would appreciate your immediate attention to this issue and a prompt resolution.
KR
Kevin R's update15 Mar 2025, 19:17
Reviewer Update
Despite following all necessary procedures, my account remains locked due to a failure on the part of the Sandton City branch to properly process my upgrade. This situation has now extended over three full days and is approaching a fourth day with no resolution in sight. Pat Nxusa, the branch manager at Sandton City, has been unable to offer any meaningful assistance, and I strongly believe his manager’s involvement is now necessary due to a significant disconnect within Telkom. He has not provided any valuable feedback or updates, and the staff at the Sandton City branch appear to be unaware of how to resolve this issue, even though they processed the new contract. The lack of support from both the branch and the billing department is unacceptable and highly unprofessional. This ongoing issue has left me feeling completely helpless and is severely disrupting my ability to conduct business. I hope that Telkom management reads this and understands the level of frustration and damage caused by the lack of effective service. The disorganization and lack of customer care from a company of Telkom's stature is incredibly disappointing. I urgently request that immediate action be taken with the right managers getting involved to resolve this matter. I would also appreciate your intervention to ensure that no other customers experience similar issues in the future.