P. Poor. Service

Order ********** 39A/case ********** 6 and ********** 6

On Friday, 20 October 2017, my husband and I went to the Telkom Direct store in Centurion and app**** for the 40 Gig Data deal (the October special) for our company:

We were assisted by Lourens I filled out the application and handed him hard copies of the attached documentation We were told that we would be advised when the application had been processed and we could collect the modem. This would be withing 24 to 48 hours I received an SMS shortly after visiting the store with the reference number: ********** 6

On Sunday, 22 October 2017, we went back to the store as we had not heard from Telkom regarding our application.

We were assisted by Egnes; Lourens was not at the store. We were advised that there was a problem with the documentation as it had not been attached to the application. Egnes wrote an email to Gladys, copying Lourens and me requesting that this be investigated

On Tuesday, 24 October 2017:

I tried calling the store and came through to your Helpdesk

I was assisted by Martha I was told that our application was under investigation for ***** because the company's registration number could not be found on CIPRO I asked to speak to a senior member of staff and was put on hold for approximately 20 minutes - until I put the call down (an old trick when agents are not allowed to put the phone down before a client does but has no intention of giving the client feedback or escalating the call!

After the call I sent an email to Gladys, copying Egnes and Lourens.

On Wednesday, 25 October 2017:

My husband sent an email asking for someone to respond - and still we have been met with deafening silence!! I called your call centre and asked Anelisa to put me through to her supervisor so that I could escalate the matter. Anelisa advised that her supervisor was on lunch and she would escalate my complaint as soon as she receives my email. I eventually received a response from Lebogang Mametse (LE) in which she stated the following:

“…I will try to escalate from my side and find out where the delay is, I did check on the system and saw that the order is still open however case is closed. Will request the agent who processed this order to attach all documents as requested from Vetting Department, I will have to wait for them to attach then I will be able to track the order for you.

“And regarding the below mail from you about *****, there is no ***** case opened on this application. I believe Martha was trying to explain to you that the application is with vetting as they will have investigate for such cases as ***** or existence of the company to mainly protect our customers so they all have to go through vetting stages. I apologise for the misunderstanding or miscommunication that took place between you and Martha.

“I will be sure to come back to you with feedback once the documents are attached and case is opened again.”

On Thursday, 26 October 2017:

I received a new case number: ********** 7

On Monday, 30 October 2017:

· I had still not heard a word about this case and followed up with Lebogang via email: “I refer to the trailing correspondence of last week regarding my complaint. I am yet to receive word from you regarding the outcome of the investigation. Has the application been approved - if not, please provide the details; if so, please advise when this was approved and a reason as to why I am not being contacted regarding this. It has been over a week since we app**** for the product and we were assured we would be contacted within 24 hours!”

On Tuesday, 31 October 2017:

· I eventually received the following feedback from Lebogang: “Apologies for not responding I was on leave also I escalated this and gave it to the agent who processed the order that she must make follow up and contact you. A new case was provided and they requested for documents to be attached but they haven’t attached them and I asked the manager to assist with that, where I am now I cannot attach those documents as I am not based at the store level hence I asked the manager to assist. Feedback will be provided to you when I have feedback and saw that documents were attached.”

On Wednesday, 1 November 2017:

· I followed up on the email to request an update.

On Thursday, 2 November 2017:

· Another email was sent to request an