TELKOM- COMPLAINT

I am disgusted at the level of competence of such a huge organisation. I don't even think their agents are even fully trained and most probably just given a day course and then seated at a desk. the customer service if horrifying leave alone their capacity to problem solve . from their agents to their floor manager are clueless on what actually goes on . I have been trying to resolve an issue of mine for over a month which is of no fault of mine. All these agents don't speak with the same voice ,no clue as to what needs to be done regarding a query. You call Telkom spend 30 mins holding and another 30 mins trying to actually make them understand what you need , and they still get it wrong.

We have had a Telkom line for 35 years and its been on prepaid for 10 years of that. It was disconnected because Telkom has decided that they do not do prepaid lines any longer and you will need to move that line to a POST paid line. without any notification of this my line was disconnected. when I logged the call on the 31 July I was notified of this and I agreed to move this line to POST paid. A consultant by the name of Clinton assisted me and processed the order. he advised me all I needed to do was hand in the documentation and the order will go through and take 7-21 working days , at this point from the very beginning I had stressed that we require the same number that we have had for 35 years and he assured me that that would happen. I visited the Telkom store at Gateway and handed the documents the same next day thinking this will be sorted out quickly , as I also advised that this was urgent and we require the line.

One week passed by and then the second so I called to follow up , Fathima was the call centre agent that took my call. I have never spoken to such a rude mannered consultant who had such a bad attitude .She had logged an incident number and advised that my old number will be allocated to me and there was nothing she could do I will just need to wait for a technician to come.

I asked to speak to a manager she couldn't put me through and again she cared less about the issue . she had advised that my 21 days is only up in 5 days time and I will need to wait. AGAIN this is what service we get from TELKOM. AGAIN I stressed I wanted my old number back.

A week later on the 24/08/2018 I called again as the technician did not pitch by the 22/08/2018 which was the 21 day. I lovely agent by the name Shivani assisted me , FINALLY someone who knew what they were doing.

She advised me that there was no technician booked to me and she was not sure, she immediately booked the appointment for Monday the 27/08/2018. FINALLY I got somewhere. Technicians arrived Monday the 27/08/18 and they came to install a new line with a new number, WHAT A MESS. I had to stall and ask the technician to hold on and I called the call center. I got through to a Chantal who advised that they cant do anything as it went through as a new order and her manager advised that when the installation is done then call in to do a number swop. The technicians on sight told me this will never happen and TELKOM is messing up , Imagine your own contractors advising the clients of this.

Nevertheless installation was done and I called back and I got through to SHIVANI again who advised that she will need to log the number swop which was not done by Chantal. She gave me that IT reference spoke to the technicians and advised me that when they are done to call back and they will sort this out. I said fine.

This morning I made 3 calls which all were each 52 mins and over , I spoke to Phumla , Angel and what TELKOM calls their floor manager Zandila NXUMALO.

they are now telling me I need to wait another 7 days for a technician to come out again to do the line swop , THIS RIDICULAS. utter nonsense for something so simple yet so complicated for them.

The manager Zandila NXUMALO who was useless. she could not even follow up on my query and call or email me back. her responses were she is unable to do anything I will need to wait.

I asked for a higher manager she could not transfer me or give me their details she just kept quite on the line and said "is there anything else we can do for you" and this frustrates me . she eventually just hung up without even giving me the email address for the complaints department.

JUST HUNG UP..... if junior management is doing this to their clients what does it say as a hole for TELKOM.. as a manager is that what the clients get . A manager that cant resolve issues or deal with a difficult client. HER RESOLUTION WAS TO HANG UP.

I will now need to WAIT 7 DAYS because Telkom can not assist with a urgent query. over a month and a half to get a line back. RIDICUALAS.

WHY do we even have Telkom ... we get pathetic services from them no answers and no way to escalate our issues. TELKOM has not business sense what so ever yet they are the one of the oldest entities in business.

I am so angry frustrated and disappointed at the level of service that TELKOM offers, and the community should know about this has well.