Pathetic Customer Service

Been with telkom for about 2 years now. Love the network mainly because it’s affordable and you really get value for your money.

With that being said there has also been some issues during my time with telkom.

Just had a really bad customer experience. Got off a call with Thabiso from telkom mobile customer service. I called to inquire my data usage. Thabiso verified the account with my wife as it is her account. I then spoke on her behalf. Thabiso put me on hold for about five minutes without telling me what he was about to do. While on hold I was wondering what he was doing and how much longer I’m gonna wait. I was also worried that he might not get back to me and drop the line because that is something that telkom mobile customer service agents normally do.

Thabiso advised me that I used 11gigs of data on the 3 June 2018. I told him that it doesn’t make sense because I wasn’t using my phone and I was asleep. He then told me that he can send me an email showing the usage. I asked if he can tell me what I used the data for and he said that is something that they cannot see. I told him I understood and asked him if he could have a further look into the matter because I feel it’s impossible for me to use 11gigs when I wasn’t even using my phone and he told me it’s not possible and there’s nothing they can do because it shows that I used it.

All I wanted was a better understanding of how so much data was used and if I did anything wrong on my end I would accept it. I feel that Thabiso wasn’t helpful at all and showed very little courtesy, he also wasn’t very polite.

I asked to speak to a manager and he said “it’s Sunday”, I asked what that meant and he told me there isn’t any managers on a Sunday. I asked if there was no support staff or anyone senior and he said that there isn’t. I told him I would understand to a certain extent if there are no managers but what I didn’t understand or believe is that there is no senior staff. I asked how they are managed and he said the processes managed them.

I’m a manager at a BPO in Cape Town and I would love to work for telkom if I can manage agents that are self managed and managed by processes. This would be the ideal job and my job would be a breeze.

How do you run an operation with agents only ? If anything goes wrong is telkom mobile customer service agents trained to deal with business related issues that may occur ? Are all the agents able to run a team ?

If what Thabiso is saying is true, in my opinion telkom mobile customer service has no risk management and I would love to speak to an operations manager.

I will make sure to tell all friends, family members, colleagues and even acquaintances about this experiene and I absolutely wont recommend telkom to any of them. My query could have been resolved easily I think, I could be way off ?