Telkom does not care about their custoners

RE Telkom case nr ********** 0

I extremely unhappy and exhausted about how Telkom treat their customers.

My son bought 10gb night surfer on 23/11 for R100 to use when we are on holiday (from 8/12-22/12) in Plettenberg Bay.

When we came to Plettenberg bay there was no Telkom coverage (although we checked on the internet and it shows that there is).

Whilst there I phoned Telkom to say that my son cannot use the data as there is no coverage. The lady locked a case for me and gave me a ref nr.

Back at home I went to the Telkom mobile store and asked them what is happening to my case. They then told me that it is still at the back office and I must just wait.

I went to the mobile store again a week later and then the assistant told me that they cannot help me in the mobile store and I must go to the Telkom store.

I then went to the Telkom store and the manageress then send an email to ask what is happening to the case. She promised to come back to me the very same day. She never did.

I went to the Telkom store again and explained the whole story again and then the assistant typed on his computer and told me that he locked a call with Telkom and that Telkom will give me a call back. I never received a call back.

I went to the Telkom store once again and this time the assistant told me that he will escalate my case and that Telkom will definitely call me back.

I must reiterate how extremely frustrating this was and that I had spend hours in the store standing in queues and then explaining the whole story over and over again.

I then received a call from a lady from Telkom who informed me that I will be refunded and that the case was resolved.

I then received an sms: Your case no ********** 0 is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries.

I then presumed all is resolved and my R100 will be refunded. I then phoned 180 to ask if my money was refunded back into my account and to my surprise I was told that the case has been closed because of insufficient information and that I was not refunded. She also told me that I have to lock a new case nr and can I explain (ONCE AGAIN!!!!!!!) what the problem is. I asked to speak to her manager but he was not available to speak to me even though she did speak to him whilst I was holding on. I then asked for her manager’s email address and then I emailed him my complaint. He never responded back.

These people working in the call centre and in the stores do not even try to be friendly or helpful!!!

How can one Telkom employee tell me I will be refunded and the next one informs me that the case was closed because of insufficient information? Without even giving me any feedback?

I have no words to explain the extremely bad service and attitude of the people working for Telkom in the call centre but also in the stores.

I again phoned the call centre and spoke to a lady (and explained the whole story again!!!) She then sent an email to the person in the backoffice assigned to the case. I was not allowed to speak to that person or have that person’s email address. So I am not allowed to make any contact with the person in the backoffice that is assigned to deal with my complaint!!!! She did however give me her email address even though I was not copied in on the email she sent to the backoffice.

I have had no feedback from her since, even though I have sent her many emails asking for feedback.

This is truly pathetic. There is absolutely no desire to keep good relationships with their clients; even though we are a family of 4 and we all have mobile contracts with Telkom. Sad.