Pathetic service

To say I am sick to death of wasting my time with your call centre would be an understatement. Please have a manager look at this – or someone who can at least fix the problem!

If you pay attention to the details you will see that I requested a cancellation of my Telkom line on 16 APRIL 2018! I received a reply on 20 APRIL 2018 stating this would be done.

After no changes I contacted Telkom again and was told to complete a form to have it cancelled (would have been nice if I was told this the first time I queried how to cancel…). I submitted this and on 8 MAY 2018 I received a phone call AND an email advising that this was done.

Of course, I kept getting statements, some of which I paid assuming that this may have been the pro rata amount from when I cancelled the line.

But on 12 JULY 2018 at 14:56 I called in because I was still getting statements. Cindy told me that it was invoices for a voice line. I never ever requested a voice line and the line I had was purely for ADSL. Cindy assured me that she’d get the line ‘unstuck’, cancelled and that a refund would be processed to me. She said to wait about 48 hours. Which I did.

Imagine my surprise when I called again on 20 JULY 2018 and spoke to Priscilla at 11:25. You will notice that this follow up was done well after the allocated turnaround time of 48 hours… Of course, the problem had not been resolved. I asked for her team leader to call me back. I was promised the call back which still has not taken place.

I called later that day (because I had still not received a call from a team leader), at 13:50 and got through to Cindy. I am sure it was the same one who helped me on 12 JULY 2018 but I doubt she’d ever admit it. Nevertheless, she promised she’d get it sorted and a manager would call me.

I waited, and waited and waited… On 1 AUGUST 2018 I called AGAIN at 13:00. I spoke to Xoliswa. She also promised to escalate this and get it resolved. I’d still not received a call from a TL at this stage.

It is more than a month later and I am STILL waiting for a resolution. Yet, Telkom insists on sending me invoices every month. This is infuriating and absurd. How can it be SO difficult to cancel a line and process my refund? For heaven’s sake, this was requested on 16 April 2018 – that’s almost 5 months ago!

Can someone please CANCEL the voice line (which I should never have had in the first place) AND process my refund ASAP.