Pathetic service

I am usually not someone to complain about services as I am in the service industry myself and usually I am more understanding than the norm, however I would like to comment on the pathetic service that I have received recently.

To start, in November 2017 I enquired about the fibre and package of R599. Sales team was absolutely awesome. They followed up and assisted when needed. Fibre was not yet availible in our area thus ASDL was the only option. Besides that, all went well until a gentleman knocked at out door in March 2018 to inform us that the fibre was now availible in our area and asked whether we would like change, free of charge.

Naturely we agreed and arranged for the fibre installation as soon as possible. We even had a tree cut down to accomodate the line.

But from there the problems started. No landline connections at all and on the April invoice an extra charge of R2300.

I phoned to determine the reason of this charge. Every single time that I phoned billing I would be put on hold to find the reason. And everytime I would be in hold for more than 45 minutes resulting in not receiving any reference numbers. Every month this amount will increase on the invoice but when I try to query, I would get put on hold or transferred to a unmanned line.

Now since mid July my internet connection is not working. After spending 2 and a half hours on the phone being thrown from one deparment to another I was told that router need to be reconfigured. Being business hours, I phoned from work and not from the router location and could not be helped. As per the words of the operator "I would put in leave to be at home to have this done!"

After then taking a half day off on Friday 20 July to resolve this,I was told that my account was suspended due to it being in arrears! And I need to pay a penalty to down grade to ASDL before I could use the internet again but only the sales team can assist with this down geade. I was once again transferred to a unmanned extention. A half day of my leave wasted to try and reconfigure a cutt router! Needless to say I have been paying R610 every month as originally agreed.

Now I have lost 1 weeks revenue from my on-line business and half a day's leave for nothing and paid for it!

Saturday 21 July I phoned again to be assisted. Lianda in sales and Thembisile in Bills finally explained what was the problem.

I was charged for the fibre router and installation which is to be inclusive of the 24month R599 package,my original order number is ********** 17A. And now due to this error I have penalties and a suspended account!

This is completely unacceptable! I have lost thousands of rands due to telkom's bad aftersales service.

I want to ask to have my account re-instated and credited with all the "arrears". I would also like to know how I will be compensated for the loss of income and inconvenience.