No sense of urgency here..

I’m writing this review on my aunts behalf after some extremely disappointing service from Telkom… She discovered on Sunday 2 weeks ago, that her landline wasn’t working when after receiving a call from family wished to phone my mom, to her surprise she was met with a message that told her, her line had been terminated. While she was able to receive calls she couldn’t make any. She proceeded to attempt using the self-help service which proved unusable and unhelpful.. The next day she called Telkom and was told they would fault check her landline and report back to her. By Friday she’d still not received any feedback and thus decided to call again, after being redirected numerous times she was given a different number from those she had and was told by the gentleman on the line that she should recall one of the other numbers she’d already called and ask to speak to the supervisor as my aunt was at this point already exasperated from all the back and forth. Upon doing so a lady that she spoke to then proceeded to put her on hold for an hour and 28 minutes. It’s to be noted she was calling from her cellphone.. When she finally spoke to someone they advised her it would cost R300 to come out which my aunt said is fine if the fault is on her side, which seems fair.. she also said it would take up to 72 hours.. Its also to be noted that during this process she asked one of the people she spoke to in this marathon of being shunted from one operator to another to check her talk time balance which she was told, stood at R1080. Her account is also fully up to date, with the last payment of R187 being paid via debit order.. Its now Tuesday, making tomorrow Wednesday 72 hours (working days), and she received an sms claiming the fault check they ran showed no fault or defect with the land line. My aunt is deeply disappointed in the unhelpful and lackluster service. It upsets her even more as she’s dependent on the landline for medical reasons should her cellphone not be available or working, its her lifeline to get aid should anything go wrong or she require assistance. It isn’t the first time we’ve experienced terrible service from Telkom and I personally have noticed the operators don’t always show interest or urgency in their work. I realise they must experience mass amounts of calls but I don’t think helpfulness, patience, consideration, tact, and enthusiasm and just all round effort in listening to their clients complains and/or concerns is a lot to ask. Especially considering the nature of their work, they need to be helpful and do their best to give their clients the best experience possible in ensuring they are receiving the best service and that their equipment/landline or otherwise is working to its fullest capacity.. service is supposed to be about quality, not quantity and I feel they lack quality in rendering services of a high standard. Strange, when you think that if that’s the service you get, most would rather find something that works than put up with bad service.. The reality being you’re not gaining but losing clientele which is the exact opposite of what most entities are aiming for right?? Edit: its now Thursday evening and more than 72 working hours since they confirmed someone would come out to check in my aunts call last Friday and as of yet, nobody has come to check her line.. Highly disappointing!!!