Providing terrible service to loyal customers

I am completely and utterly disappointed with the lack of customer care presented by the agents at telkom. I have been a good customer to telkom for many years and now that I have been facing challenges with my internet connection which has already been paid for they seem to be making me strong along to no end and no resolution.

Please see my email below to the team leader explaining and detailing my problem which has been sent hours ago and to this very moment I have still gotten no response or call back .

Good day mam

I hope that you are well.

I am furious with the manner in which my problem has been dealt with.

Firstly let me explain the problem I am experiencing . I normally buy the LTE bundle on a month to month or two monthly basis depending on my data usage . I am currently doing my practical and working from home , considering that I am still studying and all of my correspondence is done online , DATA is vitally Important , as all it takes is missing one email that could lead to failing or missing a deadline both with work and studies .

I have made numerous calls to the customer care line from last week in order to gain assistance to resolve my issue .

Normally when the weather is bad I do experience a problem for a short while with my internet connection but it's either slow or doesn't connect for a short while then it works as normal. However I noticed that when I changed handsets (Samsung A32) I started to experience major internet connection issues .

I have called so many times last week, every agent that assisted me asked me to try a different setting on my phone , however that had failed , finally when I called and I was upset there was an agent who had said they are only equipped to tell customers these 3 options thereafter the call has to be escalated , so she escalated the matter and explained that I should receive a call by latest Monday or Tuesday. She had also advised to purchase a social bundle so I'm able to use what's app to communicate until my problem could be resolved .thereafter I received an sms . Stating " that my complaint has been logged along with my reference number . Thereafter yesterday I have received an sms stating "Telkom SA: Dear customer, Your case no ***2 is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries. Please do not reply to this SMS."

However nobody had called me and my internet connection had not been sorted out.

Today I had urgent work to be done and due to the negligence of Telkom I had missed my deadlines . I had called telkom earlier today where I had to then explain the entire process and issue all over again to an agent who then asked me for my reference and put me on hold after a few minutes of holding an automated voice came on stating I should leave a voice message . Which I find completely unacceptable for telkom agents to handle customers in this manner and not even have the decency of calling back and informing the customer of what's happening . I had to then make yet another call to twlkom customer care where then the agent said she sees on the system that someone did call me and I said it's the wrong number, and there after an sms was sent to say the matter is resolved .

Now yesterday someone did call me asking for a Kumalo or some sort of foreign surname which was most definitely unfami**** to me , and I said I'm sorry this is the wrong number , because My name is CASSANDRA ISMAIL. there after I did receive an sms saying the matter is resolved .

The agent then shared your email address with me and told me she would ask you to call me urgently as you are working remotely.

And that she would have to lodge another complaint and I'd have to wait another 24 hours to get assistance .

Now I'd really like to know how are the staff at telkom assisting people in any way , that an sms could be falsely sent out without even attempting to contact me or ensure that my problem has been resolved.

I'm utterly disappointed with telkon and their service provided as I am an old client and has never encountered such bad service. I have paid my fees for the data and I expect my data connection to be sorted out ASAP.

please kindly connect me to someone who is able to sort this out ASAP I will not wait another day or two to have this issue rectified . I patiently await your call. Kind regards Cassandra Ismail Cell: ***