Telkom has the worst after sales service.

The following is the letter of complaint I sent to Telkom on Friday 5 February 2021.

"My wi-fi service is the worst as I have been suspended 3 times in my first 3 months of having the service (B***) for no fault of mine. Your accounts department does not liaise with the technical department & IT department & vice versa to ensure all clients have the service they are paying for.

On 3rd December 2020, Telkom installed wi-fi at my place. Since I am an existing client of yours, you have my debit order details in place for my other contracts & have been debiting my account monthly but you did not add on the wifi contract to this debit order , hence 2/01/2021 you did not deduct for the fibre , you only deducted for the other services. I was then suspended on the 25 of January 2021. I phoned in , was told to pay with my visa card on your website which I did & was reconnected 45 minutes later. I was re-assured that my debit order would go off with the fibre amount on 01 February 2021.

It did not go off & I was suspended again on 03 February 2021. Once again , payment was made via your portal & I was reconnected in half an hour,

Today I have been suspended again.

After calling the technical department & going through the whole rigmarole of checking the 2 routers,the technical staff member informs me that the account is suspended due to non-payment , also after explaining to him all of the above , he says the TIN number is not activated. When he puts in my B number on his system, he picks up someone elses details that was allocated this B number before me. Ony when he puts in my identity number , he is able to pick up my details.He instructs me to call the accounts number & the sales number to get assistance , there is nothing he can do.

Why must I call these departments, the technical department must liaise directly with the other departments to get the client's service up & running. Why must the client get more frustrated. I wasted more time with the accounts department . The first lady assisting me in the accounts department said I must wait until the 9 February 2021 for my TIN number to be activated. After shouting at her & asking to speak to someone else that knows how to deal with my query, the next lady Asanda, says on the accounts side everything is fine. They now need to send an email to their team leader to liaise with the IT department to activate the TIN Number. In the meantime , I must wait & call them back in the afternoon if I still do not have my service that I have paid for.

The following was emailed to me on 4 February 2021:

*** Thu, Feb 4, 12:30 AM (1 day ago)

to me

Dear Customer.

Kindly note that due to non-payment your account *** is in Collection and your

service has been suspended.

To restore your service, please register or log onto Telkom website to make payment. Please do not reply to this Email.

Regards, Telkom SA

This e-mail is subject to Telkom SA SOC Limited electronic communication legal notice.

I ask " Why was my TIN number de-activated after I made my last payment to you on the 3rd of February 2021 & you had reconnected me half an hour later?

What "service" is this ? Is this what Telkom calls "service"?

The sales person Nalini Naidoo, who signed me up for this service has still not called me back since January 2021 when I left a message for her & an email was sent to her by the new service installation teams. She had called me and told me when selling me the service that this was the November deal being offered to all LTE contract holders like myself, to upgrade to this service without incurring any penalties and cancellation costs. My LTE contract would fall away & be replaced by this fibre contract YET I AM STILL BEING BILLED FOR THE LTE CONTRACT whilst still paying for Fibre but I have no internet access.

SInce I work from home & have 2 school going children that currently are home schooled , can you imagine my frustration.

The covid virus has not killed me but I am pretty sure I am going to have a heart attack from the frustration incurred from Telkom.

Your front line staff are pathetic. Many of them cannot speak English well enough to deal with clients over the phone or to be representing your company. They also have no listening skills. They leave a bad after taste in one's mouth after having to deal with them over the phone. '

I now wish to cancel all my contracts that I have with Telkom. You guys are just useless:

The following are my account numbers : ******6

Please cancel all my services immediately as you have no idea how to service your clients ....you have grown too big too soon your attitude is "You win some you lose some" . You do not value clients like myself whose debit order has never bounced one day.

Your disgusted client Nirupa Bose"

It is Sunday 7th February 2021, no internet connection via the wi-fi yet.

I wont hold my breath for a response to my letter of complaint either.