PATHETIC CUSTOMER SERVICES AND LACK OF INTEGRITY

Good afternoon

On Friday 7 March 2025 I went to Telkom at Tyger Valley Centre to do a sim swap as I was told at your Weltevreden shop, Westgate Mall that my sim was damaged. The lady who assisted me (unfortunately I can’t remember her name, but you can check your system) took out both sims to do the swap. My other sim is an 80 gig data sim. As it is, I do not understand why having a contract phone and I have a few contracts and is a client of Telkom for many years, that I must pay a R99 to do the sim swap. I also told her that I have another data sim which I got for my grandson, but that she is unable to use it as he now has an Iphone and does not have a dual sim facility and then she suggested the E sim. I even upped the data bundle and cancelled the 25 gig to increase it to a 45 gig. She told me how to activate it. When I got home my grandson tried but then said he doesn’t have the facility to do so. On checking up I saw that the Iphone 8 was not compatible for an E sim. At no time did she ask what model his I phone is. Since doing the swap I did not have any data. I went back to Tyger Valley shop on Tuesday 11 March 2025 to find out what happened to my data as I know for a fact, I had lots of accumulated data available. I was informed by the lady who assisted me that I need to do a sim swap for the date sim as well as it is damaged. This sim was working just perfectly until it was removed the previous Friday to do the sim swat of ***. I refused to pay the R99 to do the swap as it was not damaged, and I did not see why I should pay for it. I also told her about the E sim and she said that I should have known it is not compatible to which I responded that I was not even aware of there being such a thing, which was the first I heard of an E sim the Friday before. She then said that I need to speak to the manager and pointed to a gentleman who as busy assisting someone. Asked me whether I could come back later. I told her that I cannot do so as I need to get home. About 5 minutes of waiting, I asked that she please advise the manager that I am waiting on him and he said that he is still going to be long. After a few minutes she just got up and went to the back of the shop. I then asked a gentleman working there as well whether I could cancel a data sim and he advised that I can. I then said that I have 2 which I would like to cancel, and he asked whether the lady isn’t still helping me. I told him that I don’t know as she just went to the back without saying anything. He then went to the back and returned saying that he will assist me. I then asked that he cancel my 80 gig data sim and the E sim and that I will pay the R99 for the sim swap for the data sim as I need to use my accumulated data before the end of the month when it terminates. He did the sim swap and then went ahead to terminate the E sim as it would only have been activated with effect 1 April 2025. He confirmed that the last deduction for the 8 gig will be end March 2025 as well as the payment for the 25 gig which I cancelled to take out the E sim which I increase to a 45 gig. While he was busy with me the manager finished assisting the client he was busy with then he was talking to one of the Staff. What disgusted me about this is that at no time did he come to me to find out what it was that I wanted to talk to him about. I do have the managers name. If this is how you tread all your long-standing customers, then it is very appalling, and I am planning to cancel all my contracts as soon as possible and my husband will be doing the same with his. I also work with clients and have a whole lot of respect for everyone I deal with irrespective of what their requirements, complaints are.

Today there seem to be no work ethics in retail, if they are not standing around chatting to each other or busy on their phones then they don’t provide decent customer service.

I sent this to their complains email address on 14.03.2025 and again after that and to date have not received any form of response