Shocking Service from Telkom (No star should be given)

<p>On the 25th of May it was reported that her telephone as faulty. She duly got sms’s stating they were attending to the problem. More than one sms and on different days. She obviously understood that they were attending to the problem.</p> <p> </p> <p>She went into Cape Gate centre to the Telkom branch on 1 June to query how soon the fault would be corrected as despite numerous cell phone calls she couldn’t get an answer.</p> <p>She was eventually told that they had disconnected her telephone as she had requested a disconnection. She flatly denied this and the consultant who helped her verified (with her help) that the telephone that should have been disconnected belonged to a different household. Apparently there was a very badly written form where the 8 and the 3 were misread. He rectified the situation and she understood her phone would be reconnected.</p> <p> </p> <p>As she does not drive she kept phoning on her cell to see when the phone would be reconnected. To date she has spent almost R200 on phone calls trying to correct an error caused by Telkom's incompetence and not hers in any way. She has also had to use a taxi, or neighbour service to get in to Telkom in the hope of getting this matter resolved.</p> <p> </p> <p>On Wednesday the 14th of June she again went in to Telkom at Cape Gate. This time she spoke to Kelly who was very helpful and managed to at least arrange that when you phone her number you got a ringing tone, although it did not go through to the phone. This apparently has to be physically done by a technician. She put through an escalation but didn’t tell her when the reconnection would take place.</p> <p> </p> <p>On Thursday the 15th her neighbour took her down to Telkom as this matter had dragged on long enough. It was now three weeks without a phone due to Telkom's incompetence. We requested to speak to a manager and eventually the manager came out and when I requested that he follow this matter up and escalate if further, he first told me I could use the phone in the branch to call the call centre. We told him we had already tried this to no avail. Could he perhaps put us through to a manager at the call centre as they would not put us through. His reply was he did not have the time to sit on the phone and he was busy with another client on the phone. I was prepared to wait however long it took to get this matter sorted out but he said they had done all they can, he was not responsible for this as it was the sales departments' error. When I asked him if he was not a representative of Telkom, he said only in this branch, he could not refer it further. When I still wanted him to take it further he told me he wasn’t going to help me and if I did not remove myself from the premises he would call the police. When I again said I wanted the matter resolved, he said I could speak to Kelly and she would give me the relevant order number and escalation number but I would have to handle the matter further with the call centre.</p> <p> </p> <p>I have since come home and phoned the call centre and Hlengiwe re-escalated the matter, but couldn’t give me a date for the reconnection. After going back and forth from the faults line to the sales line I still don’t know when they are going to fix this. I told Zenele from sales that I wanted to speak to a manager but got the usual story, they are all in a meeting, but supposedly she escalated it to hopefully Saturday. It is a long weekend again and I sincerely hope something will get done as this is an elderly lady, who lives alone, doesn’t drive and is very reliant on her telephone. She has had a landline since her early twenties and is very upset at the service she is getting, especially as the the fault was caused by Telkom.</p>