Ridiculous Service from The Grove

After my phone was ****** on Saturday, I went to Telkom The Grove to do a sim swap, which sounds simple enough but turned out being the biggest struggle of my year.

They started processing my sim swap and upon completion, the system said that it had to credit vet me (for a R35 sim card that I just paid cash for) this was obviously a big inconvenience but a case was logged and I accepted that there was nothing I could do. I was given a contact number for the store and told to phone back the following morning so that they could finalize it. I phoned and phoned and phoned. 43 times to be exact but no one answered the phone. I phoned the customer care number and was told that The Grove had cancelled my sim swap. So I decided to go to a different store with the hope of actually being assisted. I went to the Menlyn store and they were unfortunately also not able to help me. They also confirmed that my sim swap had been cancelled and logged another case.

I phoned The Grove on Monday morning and all through Monday afternoon and then they had a system error and were not able to assist me with processing a simple sim swap.

It is now Tuesday and I still do not have my number back. A number that I pay for, I would like to add. Telkom's complete lack of customer service amazes me. I can honestly not understand how you can let a loyal customer sit without her number for almost 4 days. If you are not able to sort this out within my contract, please release my number so that I can at least use it on a pay as you go basis. Another little piece of advice, employ managers who are actually competent enough to assist your clients when they arrive at your stores. It is disappointing that your call centre tells your customers to drive to a store, only to find out that no one is equipped to assist them.