Poor Customer Service

<p>Good Morning,</p> <p> </p> <p>To whom it may concern:</p> <p> </p> <p>My name is Michelle Pillay. I have an existing cell phone contract account with Telkom.</p> <p> </p> <p>The contract is going to terminate at the end of this month and on 29 August 2016 I was contacted by one Telkom’s dealer namely Sell Direct. The agent spoke to me and advised me of an upgrade on my contract which I telephonically accepted. He advised me that the device will reach me within 7 to 10 working days.</p> <p> </p> <p>I then waited in anticipation and since I did not receive any communication regarding the device I decided to contact Sell Direct on 6 September 2016. I was informed that they did not have stock of the item. I then requested that they cancel the upgrade as they were unsure when stock of the device will be received. I also queried if I could go to the Telkom store in order to do the upgrade and they confirmed that it could be done at the store.</p> <p> </p> <p>I went to the Telkom store on the 6 September 16 and an agent assisted me. She advised me that their systems were off line and she could not complete the documents on the system, and will do so when the system is on line. She then confirmed that she will contact me the next day ie 7 September 2016 to advise if it has been approved.</p> <p> </p> <p>She still did not contact me on the 7 September and I decided to go to the store to find out what the problem was. She told me that the application was declined due to a default in payment during the last 6 months on my account. I told her that it was impossible as I have never defaulted with my payments. She said that she will log a case so that it could be queried. However, this was never done!</p> <p> </p> <p>On 8 September 2016 I called Telkom sales and spoke to a consultant at the vetting department and received confirmation that there was never a default payment on my account. They suggested that I go back to the store and get them to resolve this query. I went back to the store and the agent said that she needs to log a case. I requested that she check if the case was logged as I went to store the store the day before. She said that the case was not logged yet and probably was not because it was declined!</p> <p>How can one be contacted about an upgrade without checking the credit worthiness and payment profile?</p> <p> </p> <p>I was transferred from pillar to post and had to practically follow up with Telkom about everything where as I am the customer?</p> <p> </p> <p>Due to a declined application nothing had been done and was just thrown aside?</p> <p> </p> <p>I had to do the agents job which is total unacceptable?</p> <p> </p> <p> </p> <p>I wish to express my utmost disappointment and frustration in one of South Africa’s top leading telecommunications provider. The level of service is extremely poor and pathetic.</p> <p> </p> <p>I hope and trust that this matter will be addressed as I would like to escalate it higher.</p> <p> </p> <p>Looking forward to hearing from you.</p> <p> </p> <p>Thank you. </p>