No Assistance with *****

Absolutely no customer support or effort with ***** committed on my name which i should have been protected from in the first place to start with as a long time telkom customer. Below is a full report on the events. i have lodged multiple complaints to which i have received either no reply or rude responses. The store could not assist me on a pop up on my account even though the call center sent me to the branch before and after my visit. Today i phoned again just to find out my ***** case has not even been assigned as yet!!!! i feel i have done everything in my power to avoid and then fix this but telkom is uninterested in assisting and fixing this and has not even attempted to assist in my complaints regarding the service:

Full report: On 19 October at 8:32am i received an email that a cell phone number of 063 has been added to my account, however this was not me and raised concern. I phoned 081 180 option 3 and the option 8 to speak to a consultant. I spoke to Nombulelo and asked about the email she then went on to advise me that my delivery address was changed to 29 Mahai close midrand JHB, my cell no has been changed to a 063 number and that my email was changed to ***. She asked if i received a call from Telkom. I told her no. The last contract or any update i have done with Telkom or any Telkom action for that matter was in march the day before lock down when i did my upgrades and took my laptop bundle. And then she checked to find 2 contacts that were opened on my name 30 mins before my call. she advised that she will immediately cancel this contract for me and there will be no charges as she had canceled it before the order was confirmed and still showing pending and therefore the whole 2 contract situation was avoided as we managed to pick up the problem before it was confirmed. She then advised me that I can activate a pop up on my account to avoid anyone having access to my account. i asked if i could do it telephonic ally whereby she rep**** it can only be done via a store. She gave me an id for her comments entered on the situation - *** and promised she would send the cancellation letter once it has been processed. I was very grateful for her speedy assistance and the care with which she handled my problem after we spent an hour in my working hours on the phone to rectify all the ********** updates and information.

I then went to the store in Empangeni at 5 ways mall at 4:30pm ( i had taken off work early to get to the store,) at the store i spoke to a lady named Anele she said that only the call center can activate a pop up, i told her i don't see how as it was the call center who sent me there, she insisted she could not and perhaps i need to go to Richards bay branch (20 min drive) for assistance, i told her that the call center lady told me i can come to any branch and to go to Richards bay at that time is a problem for me as i have to be at my mothers work to pick her up from work at 5:00 and won’t make it back in time not to mention the fact that the Richards bay branch queues are very long and on past experiences it takes at least an hour in the queue before you reach a consultant. Anele then phoned her "Area manager" where he apparently told her that only the call center can do this. At this point I am frustrated as I am wasting my time with no assistance. A young male Telkom employee who was there at the time offered to take my details down and check if he could find out about the pop up and would have either phoned be back or have someone contact me the next day.... I am still waiting for this assistance. After no contact form the Empangeni branch on the 20th, i then phoned the call center again 21 Oct 09:17 I asked the consultant about the pop up she said they have to do it at the branch and any branch can do this, i relayed the happenings at the store she advised i need to call the call center when i get to the store so they can speak to the Telkom employees. I then asked the lady to please double check my details as it was changed by the ********** on the 19th, after confirming my details I also asked her to please double check the accounts as I know the lady canceled the ********** contracts on the 19th. she confirmed there were no other accounts besides the ones she confirmed with me were the correct ones and my laptop bundle and then my home fiber uncapped.

I was not able to get to the store as yet as I have a very small window of time where I have time to go. However I was convinced after the call on the 21st it was not so urgent to get to the shop as she confirmed there were only the correct accounts on my name that I was aware of and had taken myself and there was no other contracts on my name at the time.

On 23/10/2020 - 9:00 i received an email saying welcome to Telkom wireless broadband and this immediately set off alarm bells in light of these past events. I phoned and spoke to Nonsikelelo Thusi . She had informed me that on 21 Oct 1x account was activated on my account. This is alarming to me as you can see I have done everything in my power to avoid this. I have checked and double checked and made sure there was nothing yet somehow this still slipped passed and was activated. This lady confirmed that the initial call was noted and escalated but yet this was still the active and unresolved??? How is this possible? If this was done on 21 Oct how was this not picked up on my phone call on the 21st at 9:17am? This lady has said it seems the initial agent only canceled 1 contract. which must have been a mistake but how after the escalated information and my call back on the 21st has no one done the effort to either check properly when i phoned or assist after the initial lady has sent the information about the dealings? I asked N.Thusi if I could lay a complaint as I have contacted so many times yet this problem is not resolved she had suggested I email my complaint to her and she would then forward this to her manager, she also said I need to forward an affidavit to her in order for them to launch a ***** case as well, I received an email whilst on the phone with her where she requested the cancellation however, I see the reply from Raymond Siribhajan has this as a medium low priority, I am unsure how a ***** cancellation is a medium low situation. Nevertheless this was the last correspondence I received regarding the call on 23/10/2020 – no complaint was opened and after I sent my affidavit nothing was done at all

On 29/10/2020 – 12:46 pm I again phoned Telkom as I was concerned that I was still receiving email for this wireless broadband, I spoke to Ayanda shezi she has confirmed that these accounts still show active and requested for me to send the documents to her while I was on the phone to ensure it has been received and she can access the necessary account details and procedures but she had then officially opened this ***** case – ***4 – I asked her how I can lay a complaint since my previous ones had no response she then gave me the email - *** as this is her manager. I sent an email on 29/10/2020 forwarding all previous emails and adding an update to what happened after the last email sent to the previous person. Ayanda has tried to assist me speedily.

On 02/11/2020 i emailed *** and ask for feedback since still no response to which the response was:" Im still awaiting for an answer why am I on this email?" I then proceeded to explain the above from Ayanda i then said if you would not like to assist me or cannot please advise who i can speak to who can and will assist me with my complaint. He/she then asked me to put my full report on one email as the emails i have received & sent which i forwarded is confusing, i did this and today is the 13/11/2020 and still no response.

10/11/2020 - 12:28pm - lebogang - i phoned and spoke to lebogang requesting update on the status on my ***** case he had said he emailed the agent on my ***** case and this person would phone me back before end of the day or latest next morning.

13/11/2020 - i phoned and spoke to Busisiwe as i had still received no call as per previous conversation with lebogang. she had confirmed that none of these ********** accounts were canceled even tho i had received emails on 23/10/2020 where the agent has requested a cancellation for both accounts. she also confirmed that my ***** case had not even been assigned to anyone as yet. i explained this whole event as from 19/10/2020 until date she then confirmed an email was sent for cancellation from nombulelo approximately 30 min after the contracts were initially taken with telkom and should have been resolved as promised on 19/10/2020 she then also saw that cancellations was requested AGAIN 23/10/2020 again with Raymond. I asked Busisiwe what i needed to do as obviously all my efforts have been in vain as both contracts were never canceled and the ***** case has not even been touched as yet. she then sent an email to her Manager to try and escalate this case. Her manager had asked her via email to forward the request and he/she would then forward the request to the ***** department. she had forwarded this request to me as well. She advised that i can try and follow up after 72 working hours just to see if there is progress.

So to end this off with each time i speak to someone i feel like i am being assisted but each time i phone back it seems nothing has changed from my previous call. My complaint has received no feedback or assistance nor my cancellations or my ***** case. i do not know where the problem and delays are but i have requested cancellations asof 30 min after this ********* has opened these accounts 19/10/2020 it is almost a month and i have spent so much of my work time phoning and going to the empangeni branch and i am basically still where i started? i tried everything in my power to avoid and then prevent this, seems its all just one big waste of time and telkom has no interest in my case, Perhaps i should have no interest in their services and my payments to them. In total due to lack of assistance i have a 2000 rand higher installment on my bill, there is NO money in my account left after my normal debit order goes off. what will happen when this installment tries to go off and fails??? what about my normal accounts? am i to be forced to have a tarnished credit name and then also my devices blocked and services stopped? absolutely ridiculous. all these calls are recorded how is this still possible that nothing is being done?

I have decided to Publish this review as I am so sick of phoning and being let down by telkom. i have received no response or feedbacks. so if my complaints go unheard in private mails with telkom managers then perhaps i will make my voice louder until this matter is resolved and i have an answer as to why i am forced to take all this stress on me and why telkom has failed me every step of the way!