Telkom Escalation - Technican Unproffesional

I have reported a fault on 06/04/2016 after waiting more than a week the fault was allocated to Sam Moahlo. Sam arrived at my house at approximately 9:00 on 23/04 he performed a check inside at the telephone/ADSL point and advice my wife that he need to drive to the back of the house to quickly check the problem at the Telkom pole. He left some of his testing equipment on our premises. We waited for Sam for more than an hour to come back, I eventually drove to the pole at the back of my house, but he was nowhere to find. We had a prior engagement and had to leave the house at 10:45. At approximately 11:30 my wife received a call from a very upset Sam, shouting at her because there was nobody at home that could give him access to the house. She tried to explain to him that we had a prior engagement. I took the phone from my traumatized wife and Sam started shouting at me also. I asked him to please return to our house between 14:00 and 15:00 at which point he hang up. When I got home at 14:13 I immediately called the call centre to inform them of the incident. On Sunday morning 9:15 I received a sms asking me to rate Sam. I called the call centre again and they informed me that the fault was closed by the technician and that there is no record of my complaint from the previous day. How does this happen? Why am I unhappy? 1. It took more than two weeks to allocate the fault to a technician, this is an unacceptable turnaround time. 2. When the technician arrived he vanished for more than an hour , the problem is still not fixed 3. The technician traumatised my wife, people should feel save when Telkom technicians need access to premises 4. There are no clear procedures to escalate problems/incidents like these – Sam will most likely get away with this 5. People should not feel threatened by Telkom employees. Worse of all the problem is still not fixed.