Pathetic Customer Care

My sage has being dragging on since October last year (2024) which has snowballed to the extent that Tellkom Mobile has now suspended my service. My story. Last year October my contract was up for renewal so I opted for a data package upgrade which in include Samsung A9 tablet. Unfortunately upon receiving the device I realised that this was the smaller hand held version of the tablet and what I actually wanted was the Samsung A9 Plus. Unfortunately Telkom did not have this device so I opted to cancel the upgrade and returned the device. The device was collected from my house. Imagine my surprise then when in January when I got my latest Telkom invoice in email there was a R5000 termination penalty. Keep in mind now I no longer had the device, it had been returned and I had used none of data. In an attempt to resolve the matter I printed my invoice and went to the Telkom Customer Care Store at Irene Village Mall. First impressions were bad as when I arrived at 08:59 the door was open and I walked in only to be told that it was not yet 09:00 and they were not open and I am must wait on the chair and they will call me when ready. Why then have your doors open if you are not open for business. Thinks got even worse as I was flabagastered to learn that the staff their could not actually help me and they had to phone the Customer Care line. What is the point of having a physical store if the staff their cannot help you. Any after much waiting for customer care to answer the call they lady at the Telkom Store finally logged a case for me. A week or two past and then I got a cryptic sms from Telkom saying that my case was now resolved and closed. It gave no indication though as to what that meant. Come February and there again was the Termination Penalty for R5000 ( I had reversed the January Debit Order but not before it resulted in some of my other debit orders bouncing). Fuming now as again I had R5000 go off my account and clearly the closed ticket was not resolved. I once again reversed the Debit Order and this time phoned the Telkom Customer Care line. When I eventually got through I explained my case and again a ticket was logged. I specifically asked if someone would phone me to let me know the outcome which the agent assured me would happen. No surprise again I just got an SMS stating the case was resolved and closed. Now to rub salt in the wound as mentioned above Telkom have suspended my services. Not once during this entire process did an actual human being man any attempt to contact me to resolve this issue. Even a email where I can talk to someone would have been nice. This is terrible service. I have a Family Free Package with my elderly parents as members on this. Telkom have now suspended their services due to their inability to care about their customers. I spent most of these evening trying to calm my 7 year old mother who was trying to phone me to come ask and help her and got a message her service had been suspsended. Nice one Telkom. I will now be talking my case to Ombudsman as clearly try to deal through your customer relationship channels is a waste of time