Poor communication and unprofessional staff

We enquired about moving our ADSL line beginning December 2018 as I had to relocate for work. We were told we need to apply when we are in the new year. We get to Polokwane and we are told that no, we had to cancel and open a new line. A lady in the store assured us she had logged a ticket. A week later, my husband goes back to telkom, only to find out she never opened a ticket.

After finally applying for a line this side, we wait another 10 working days (the standard response if you enquire about anything) only to find out that they made an error on the application and listed our address incorrectly (eg 199 instead of 119) and the technicians couldn’t find the address. Another 10 working days later and we finally get an appointment with Open Serve for the 12th of Feb. Guess who didn’t pitch. Now, you can’t phone Open Serve directly, you need to phone Telkom, whose customer line says either that the system is offline or that they can’t put us through to the department in question(although some have before...no switchboard?) Finally, after hours of phoning and lost airtime, we are told rudely that it is “under investigation”.

We have been paying for internet we don’t have for 2 months. My husband is very dependent on internet for his work and we’ve had to pay thousands of rands for mobile data for him to be able to work. I am also studying part time and require internet for resources.

This is highly frustrating and the service is utterly unprofessional.

********** 09A