Poor service from Sales Department

Good day

I would like to express my extreme disappointment in the service I received from a sales representative in your Sales Department. I recently app**** for the Huawei Pura 70 during the Black Friday promotion (R569), which was advertised on the Telkom website and included gifts (Watch + Earbuds). As an existing customer, this was an upgrade for me, and I was eager to take advantage of this offer.

On 25-Nov-2025, at approximately 14:08, I contacted Telkom's customer service line (10213) and spoke to a lady named Lerato Zincume (I may have misspelled her surname). Unfortunately, my experience with her was appalling. I was seeking clarification on why I had not received the gifts that were part of the offer, despite the promotion being clearly advertised on your website.

Rather than being assisted promptly, I was placed on hold for over 10 minutes, during which she claimed she was verifying the legitimacy of the offer. After explaining that my new phone did not reflect the promotional gifts, she informed me that I was not entitled to them. When I continued to assert that the offer was advertised by Telkom, she hung up on me after 23 minutes and 22 seconds of conversation.

Undeterred, I called again at 14:31, and, unfortunately, Lerato answered the call again. When I mentioned that she had disconnected our previous call, she did not offer any apology or explanation. Instead, she was dismissive and defensive. When I indicated that I would be filing a formal complaint about her behavior, she became even more aggressive. Our conversation lasted another 13 minutes and 10 seconds.

Her refusal to assist me in resolving the matter was highly unprofessional. When I requested a solution or the contact details for someone who could help, she told me to contact Huawei directly. This response was unacceptable as the promotion was advertised by Telkom, not Huawei. Despite my request, she refused to transfer me to another representative who might be able to assist.

This entire experience was not only frustrating but also extremely unprofessional. As a result, I am seriously considering canceling two of my existing contracts with Telkom.

I trust that you will investigate this matter and take appropriate action to ensure that such poor service is not repeated in the future. I would appreciate a prompt response and resolution to this issue.

Regards: Madimetja Lucas ***