Poor Customer Relationship Management - Poor service

Dear Telkom,

My partner and i have been trying to cancel our telkom cellphone contract since November 2017. Our journey began with us walking into the service center at Centurion Mall wanting the settlement amount. We were advised that the only way we can get a settlement amount was if we contacted the call center, of which we did. The call center agent advised that we must download cancellation documents (and gave no further instructions on the download), as a result the incorrect documents downloaded. We finally managed to get hold of the documents - filled them out and sent to the cancellation department. No contact was made since the documents we sent. After a week of waiting for a response we conducted a call to the call center. The call center agent advised that he had no access to to the cancellation department and that we had to wait for the department to respond within 21 working days. We have been very patient and waited for the 21 days.

The 21 days has come and gone we still have not received any communication whatsoever. On the 21st day we phoned to inquire about our request for cancellation. The call center agent advised that a complaint was logged and the issue is to be resolved in an additional 9 working days.

We have been pushed from pillar to post since November 2017 and yet no one in the organisation has bothered to call and give us a status on the request.

No one in the organisation seems to know what is happening, very disappointed to get such ignorance from a large organisation like Telkom. You have lost my confidence and would never recommend you as a service provider.

To date no communication has been made by you!!! To date no settlement amount has been communicated!!!

When we open the account it took us under three hours yet to cancel takes so long.!!!

Regards Disappointment customer