Telkom Nightmare

I have never been so disillusioned by an organisations inability to service a customer than I have been this past week. Telkom you really need to up your game if you are going to survive the fiber onslaught.

So my story is as follows. My TIN (Telkom Internet Number) that fully describes my entire service package with Telkom was deactivated/disconnected/closed (still not sure!) I called the contact centre and was told that this was an IT side problem that would be resolved asap. When resolution did not come, I was passed around from one department to the next with no one able to resolve anything. When I queried again this morning I was eventually told that all was in order and that my TIN was active and all services where available. Later this morning, I got a call from home that a Telkom tech was at my home to check on the fault. I went home and met with him and he confirmed that all was in order with the cable and the problem was that my TIN was disconnected. I told him that this was supposed to have been resolved. We both then called the call center and once again got passed from one department to the next with one environment adamant that the TIN and all services were active and the another adamant that the TIN was deactivated. I even got passed on to sales where they indicated that they could not create a new TIN without selling me a new service and that there was nothing wrong with my existing TIN or services.

So event after 3 hours on the phone using my MTN Cellphone, I still am no closer to resolution - but the billing is still active!!

Shame on you Telkom. I think its time I cancelled with you for good. Your people are friendly, but your systems and processes render them useless. What's worse is that nobody takes ownership and that is just sad.

Your Reference Numbers: TIN ***; IT Reference ***