PATHETIC ,FRUSTRATING, NON- CUSTOMERCENTRIC AND NOT LEADING WITH THE END IN MIND TO DELIVER SEAMLESSLY TO CUSTOMERS

I ma so annoyed and frustrated that I need to try ad keep the emotion and anger out of my comments and review.

I have never found an organization more frustrating to deal with than Telkom.I attempted to sign up for 2 x LTE contracts on Sunday and after going through a process of + - 15mins only to be told at the end my application has been referred for approval due to me owing Telkom money. Being Sunday you cannot contact the Telkom ailing department to resolve so after waiting in a queue and +- 15 minutes of processing the application, I walked away frustrated and confused. I called the boiling department at 08h00 today only to be told that the outstanding amount was for fibre services that I had in Jhb. I explained that this was terminated on the 5th Dec 2017 and forward proof of such cancellation to the individually assisting. Evidently she conferred the cancellation was never processed. She would need to escalate to her supervisor who in turn will escalate to the escalations department. I asked to speak to her supervisor who explained protocol and that there was nothing that she could do to speed up the process.

I explained that I needed the issue resolved today and the response I cannot commit to a timeline that I do not have control over. supervisor asked me to hold on , only for the call to be cut off.She did not call me back, I emailed the assistance Chrystal Adriaan and requested her to get her supervisor to call me. No reponse. I proceeded to call billing once again only to find that I landed up with an individual based in Dbn.I was informed that calls are routed across RSA and whoever is available will pick up the call. She investigated who I had spoken to and confirmed that he employee and supervisor was based on Port Elizabeth. She proceeded to assist by emailing the respective supervisor to call me.No response.

I thought let me return to the branch that I app**** for the contracts and discuss with the brand h manager of Kenilworth Centre - Capetown- Nasief Kahaar.

On requesting to see Nasief I was defensively asked if I had an appointment. Being store environment I expected this to be more engaging and customer centric - which it was not. Off went the consultant to call to the manager. nosier arrives , I relay the incident and what has transpired and his response - theres not much more that I can do. I asked him to make contact with Management in the escalations department and his response I do not have contact details.

I will send an email to billing and they should cll me within the hour.He also indicated that he will Cc me in on his email.

This was at +- 11h00.Its 16h11 I am yet to receive his email or call from anyone at Telkom to resolve the issue.

Negligence on the part of Telkom in that 3 months later my cancellation has not been processed. Not leading with the customer first attitude The protocol is not customer centric The business model does not empower frontline and branch managers to deliver seamless resolutions. The attitude is wait!!!! We will get to it when we get to it. The non- availability of Senior Management to step in and resolve escalated issues timorously- management in meetings - typical bureaucracy to avoid dealing with the customer. Inconvenient the customer at all costs Compromise the customers credit status IS THERE ANYONE IN TELKOM THAT VALUES CUSTOMERS - EVIDENTLY NOT - ONLINE WEBSITES DO NOT HAVE A DIRECT NUMBER TO DEAL WITH CUSTOMER COMPLAINTS- YOU GET ROUTED THROUGH A GENERIC QUEUE OF ALL CALLS.