Telkom Arbour Crossing - Poor Service -11March 2025

I am writing to complain regarding the unsatisfactory service I have experienced with my recent Fibre router purchase and the subsequent interactions with both the call centre and the Telkom Arbour Crossing branch. To provide some context, I was not happy with the service provided by the Fibre router and decided to call the call centre to cancel the contract. During the call, I was informed that while the cancellation was processed(10/03/2025), I would need to go to the Telkom Arbour Crossing branch to request them to arrange for the router to be picked up from my home as the application was done at the store not online. Following this, I contacted the Telkom Arbour Crossing branch this morning (around 9:55 AM) and spoke to a staff member named Noma. Unfortunately, Noma was unhelpful and informed me that the supervisor was too busy to speak with me. What was even more concerning was that Noma refused to provide me with the supervisor’s name or offer any further assistance. I was left without any resolution(I did leave my cell no.) and highly frustrated with the lack of proper customer service. This experience has been both time-consuming and deeply disappointing, as I expected a much higher level of professionalism and support from Telkom. I am now left in a situation where I still have the router, and no one has taken responsibility for arranging its collection, despite my previous attempts to resolve the matter as I was told that it must be returned before the cooling off period of 7 day from date received(yesterday was the 4th day). I would like to request the following actions from Telkom: 1. Immediate assistance in arranging for the Fibre router to be picked up from my home as promised by your team. 2. A full investigation into the handling of my case at the Telkom Arbour Crossing branch, particularly the poor interaction with Noma and the supervisor’s refusal to engage. 3. An apology for the inconvenience and frustration caused by this poor level of service.