Shocking customer service at Telkom Direct Clearwater

To follow is my frustration that I shared with the store manager who do not seem to care No refund has been issued and No data has been loaded on my phone number ---------------------------------------------------------------------- Hi Yvette,

I was there long before 6pm on Friday 01 March

You are not helping me at all, your response is not satisfactory. It explains the way your subordinates carry themselves, they learn from you. They do not take customers serious and do not even want to understand customer's circumstances. Your still awaiting feedback is not good enough, what should happen to my work whilst I am still waiting for data, since Friday?

The below mentioned number does not exist according to your support center and Winnie, the supervisor that was on duty. Hence she logged a case again and gave me the number in my subject line.

I would like you to authorize for a refund please, I have been waiting since Friday and I cannot waiting any longer. As a consumer I have rights and I will use them to make sure you are brought to book.

You need to train your stuff members to actually make sure that data has been loaded accordingly before they send the clients off. That is called being proactive.

--- Kind Regards,

Catherine Matjila ***9

On 2019-03-04 12:29, Yvette Joseph (YS) wrote: Good day Ms Matjila,

I do apologise for the inconvenience caused.

Upon investigation an incident has been logged which is ********** on 01/03/2019 @ 6:09pm. Your data number ********** 501.

I am currently awaiting feedback from one of our it specialist and will revert back to you shortly.

Yvette Joseph (YS) Branch Manager Clearwater Mall Hendrik Potgieter Street Clearwater Mall Shop L12 Strubensvalley Ext 12 Roodepoort 1724 T: +27 (011) **********

-----Original Message----- From: Cath Matjila ********** Sent: 04 March 2019 11:53 AM To: Yvette Joseph (YS) ********** ********** Cc: Anastasia Steyn (A) ********** ********** Subject: ********** 501 - Very upset customer - case number ********** 8

Dear Yvette,

I am very disappointed and upset as I write this e-mail to you I am very upset I could write a book but I will try and keep it short before I go to hellopeter, twitter and facebook about this if you do not sort my problem in the next hour or so.

Dear Mr Sipho Maseko, I have copied you because I would like you to look into this branch. They are not reachable telephonically. There need to be someone available to take calls like mine (emergency) to avoid customers from driving to and from the shop in order to get anything help.

I bought R555.00 data from your shop (Clearwater Mall) on Friday, 01 Mar 2019 and it is still not reflecting on my number. I came to buy data because I had run out of data on the morning of 01 Mar. I use this data for business reasons and I explained this to your staff members who only managed upset me instead of offering me help. You need to employ stuff members that think outside of the inbox instead of just following rules. Rules are there as a guide line and can be bend on a case by case basis. I explained to them that I use this data for business purposes and that they needed to sort the issue immediately and they told me point blank they cannot help me with anything than to escalate the problem. I work with different international markets that are on a different time zone and my not being able to do any work my results in unhappy clients who might end up complaining which could lead to me receiving a warning. Unlike them, I love job.

On Friday (01 Mar 2019) when I called your call center on 081183, they advised me they could not help at all because the purchase made does not reflect on my number and they said I must go back to the branch I purchased my data from Which I did.

I got there and I was made to wait for an hour whilst Lebo and his manager (Yvette) were sorting out problem only for Lebo to return with a reference number written on my slip to say that they have escalated the matter and send an e-mail and there is a reference number and I will be sorted on Saturday morning. I told Lebo I have work to do and tomorrow morning is not going to work and he was not shy to ask me to borrow Wi-Fi, really, and how do I do that? How is that for customer service.

Come Saturday morning, I checked if data had been loaded and there was nothing and I called your support center again and was advised the purchase is not reflecting and that there is no case logged against my number so I need to go back to the branch.

I only managed to come yesterday and gosh did I did I deal with people that do not know the meaning of customer service. You need to send them for training again. They could say is they understand my situation but there is nothing they could do because they do not have the powers.

How do you have a supervisor that cannot the clients with anything on duty. I came up with suggestions to try and sort my issue but they were not prepared to help because they do not have powers.

1. I asked them to cancel my first purchase and reload my data and they cannot do that 2. I suggested a refund and they said no 3. I also suggested to load me 2 gig so that I could do some work whilst they are waiting for someone to look into the problem and they said they do not have cash, am not sure how that is any of my problem. I need help and they needed to load me temporary data and sort out cash issues with you this morning.

I need this matter to be sorted immediately and I need to be compensated for the time I have wasted drive to and from your shop on Friday and Sunday, my petrol and parking tickets and lastly my frustration.

It's 11:36 now and I have not been able to do any work and I am not very impressed with Telkom service. You need to give your staff property training, they must understand that they are not there only to close sales and reach targets, there are customer satisfaction aspect as well that they need to take serious.

And lastly if you as managers are not going to be on duty, you need to be available on your mobile phones or give the supervisors on duty the powers to authorize certain things. I believe they tried to get hold of you several times and you did not answer your phone and you also did not respond to the messages they sent on your mobile to alert you of my issue to try and get a solution.

-- Kind Regards,