Poor service delivery / poor customer care

We are currently experiencing major issues with the service delivery from Telkom. We have been **** to with empty promises of call backs and the service provider continuously pushed us between departments.

On the 19 December we called in to the Telkom call centre and placed an order for a fibre connection. The consultant that assisted us did a check on our area and advised that we do have fibre available and the installation will be completed in 5 to 7 working days.

On the 23rd December, a technician from open serve called to advise he is coming to do the connection, he then called back after an hour to advise. That he does not have any material to complete the connection. He stated that he is trying to source the installation material from other technicians. I stated to him that he rather source the material and come through the following day, to which he responded that he cannot as this is his last day before he goes on leave. I then agreed to wait for him, when he arrived he surveyed the premises and advised he cannot connect the fibre as the connection is too far away from my premises and he will log a call with Telkom for this to be brought closer to my home so. That he can complete the installation.

The nightmare then begun with numerous calls to Telkom, consultants that did not know how to assist. Dropped the call on me and did not call back. I called back in and asked to speak to a manager and i was told that there are no managers available, i stated i will wait for a manager and was told that it will take a long time for them to. Be available, i insisted on waiting and. After 40minutes the consultant dropped the call on me.

Highly frustrated I called back on the 30th December and spoke to a consultant, my wife and i stated the issues we were experiencing and queried on the 100gb of data that was offered on the fibre deal whilst we wait for our line to be connected. The consultant advised she does not know anything about this, whilst on call i went online and saw this was available when signing up for a fibre deal.

I asked to speak to a manager after some time a manager came on call, Mandy, the line was so faint and inaudible from her side, as though she was whispering, the call continued with much strain on our ears. We queried the delay on our fibre connection and she advised she is escalating the issue, she also advised that for the 100gb data whilst we wait for fibre it is only for customers with no fibre connection and that have to wait, to which I responded that this is the very same issue we experiencing. This she promised will be escalated and we would receive a call by close of business on that Friday. No call received, no communication.

On the 3rd January i called back in and was told to go to technical. As the consultants cannot transfer, i called technical support and was told that there is nothing they can do, i advised the consultant to get the Team Manager, Thabiso Mazibuko came on line and i aired my frustration of being pushed between departments and not having my issues resolved. I advised him that he belongs to the Telkom banner and i requested he get the relevant parties on call. He gladly assisted.

It was a conference call between myself, Thabiso and Bongiwe Moruri. Bongiwe managed to trace the manager i spoke to and stated she is going to look for her, she then came back on line and said that she spoke to Mandy and she knows the quuery and is going to call me back. 5 hours later Mandy calls and states that he back office has denied the 100gb data as i do not qualify. I stated to Mandy that this is unfair as our connection may be available in the area but is not readily available too connect to my home. I advised Mandy that i work from home, this would mean loss oof income per day, i asked Mandy that if this goes the litigation route then would Telkom pay for the loss of income? And if the back office would rather like this than providing the data whilst i await connection due to a Telkom issue. She stated she will call back and up to now there is no call back.

1) Telkom has failed to deliver as per the verbal contract on the initial call with the sales department.

2) I now face loss of income

3) No word in terms of the connection status

4) As a customer i am not being treated fairly by being rejected for the data that was advertised on the Telkom website.

5) Telkom has no empathy and does not value its customers

We kindly request your assistance in resolving our query.