TELKOM BAD CUSTOMER SERVICE

Why is it so difficult to get a paid up letter from Telkom? It is impossible to get hold of anyone! They don't answer e mails, nobody knows who can help with this letter, all you can do is e mail one person to the next and no one can help?? We are applying for a bond and currently they bank needs to see a paid up letter from Telkom which we have cancelled months ago!! Our bond is put on hold now because TELKOM IS NOT DOING THEIR WORK, IN FACT NOBODY KNOWS WHAT IS GOING ON WHO IS HANDLING WHAT!