Telkom customer service non-existent

It is near impossible to get a hold of anyone at Telkom! The Call Centre takes at least 30 minutes to answer a call, even if you phone after 20:00 despite their recommendation that this is the best time to call. The agents cannot provide information that will actually help, nor can they provide details of a manager to escalate problems to. You can never get anyone's direct contact details so every time you contact them you have to provide verification information as well as the whole history of your query as you always deal with a new person. No one in Telkom is able to call you back despite them being a telecommunications provider! There seems to be no transparency or accountability at Telkom.

They have delayed my query and now advise that they will HAVE to charge a fee, even though I made contact with them well before their internal cut off, because "that's the way the system is". There is apparently no manual intervention to fix their own mess up. No one cares about the customer, it is their way or no way. The call centre agents do not know how to speak to customers or how to resolve or escalate things they cannot handle. Managers take no responsibility and do not intervene to resolve matters. It as been over a month and somebody is yet to contact me. And all I'm asking for is for them to take my money! Customer service really seems to be last on their list of priorities.