POOR SERVICE and PROCESSES

I want to lodge a formal complaint regarding the BAD SERVICE from Telkom Mobile.

So I recently had a house break in and filed a police report and was issued a case number. Amongst the items ****** was my wallet, which had my ID card. I had a business meeting in Cape town from Friday 28 February 2020 till Sunday 01st March 2020,fortunately I had a copy of my ID and the avidavit from the police station to use to board my flight.

On Sunday, 01st March 2020, I was still in Cape town and lost my iPhone 7- number ***. Therefore I had to use one of my other apple devices iPhone 5 to try and locate it and try retrieve my info on the iCloud-with no luck. As it required an OTP which is sent on my lost Telkom number. I bought a new Telkom devices -which I was never required to RICA from a local store in Cape town( strange enough)

I managed to get myself back home the next day, Monday, after so much hassles because all my apps are linked to my Telkom number ***. So since I lost my phone I haven’t been able to do any work nor use ny of my apps. Monday evening I landed in Johannesburg with the idea that I’ll go to a Telkom Store and do a sim swap so I can proceed to work and retrieve my Info( personal and work contacts and emails).

So yesterday – 05 March 2020, I went to a Telkom store to do a sim swap and no one could assist me. I went with a visible, clear copy of my ID accompanied by the avidavit from the police station with my proof of residence. I explained my situation and the lady at the counter told me she requires original ID book and nothing else. I then explained to her that the same ID copy I’m presenting -Which you can tell clearly that I’m the person on the picture- is the same as what they have on their records because I have numerously been at the Telkom stores to do a I’m sim swap and had other numbers under my profile-when they RICA’d my sim cards.

She then referred me to the call centre , where no help was offered as well, because they don’t have the branch sim swap system( as I was informed). This entire process felt like I’m dealing with two different companies under TELKOM because I was sent from pillar to post. The call centre referred me to the store manager-which was no help as well. Now, I have lost four days of work and still with no sim swap.

I requested a references number for the Call centre call and was told the’s no reference number which didn’t make sense because I intended to escalate the matter, the name of the call centre agent was Nokusa Dlamini at 13h12 (call centre). The store manage(Brenda Mosoeu) Westgate Express also couldn’t help me and referred me to send an email to complains. The sim swap process has become such a tedious process and such an inconvenience for me as I’m losing enormous amounts of work and more days with no number. I cannot access any of my Apps nor my banking apps as its linked to the ***.

I have been such a loyal customer to Telkom to be treated this way. It cleared shows that Loyalty means nothing. I have used that number and other numbers under Telkom that I was surprised that they could even offer to do security checks to verify if I’m the owner of the number. Other Network service providers can actually do Sim swap telephonically without the hassle I’m went through, this has been a costly and futile exercise on my part.

I intend to escalate this matter legally and therefore I intend to take this matter further and request all other parties that have had a problem with this service provider( TELKOM) to come forth so we do a class action lawsuit against TELKOM enough is enough. I also intend to forward this complain to all people I know on my social media platforms informing them of this inconvenience I’m going through to save them the trouble of going through something similar or even thinking of porting to TELKOM. I will only share my story and the inconvenience of it.

To make matters worse, I am forced to sit and wait for my ID or go queue again at home affair to get a temporary ID (which I will no longer need in two weeks once my ID card come out- a waste of my money again) to do a sim swap before I can even think of porting to another network.

So Thank you Telkom for making my life and work( losing business) such a misery.