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Wilma S

1 reviews | Active since Nov 2013

29 Nov 2017, 13:23

Telkom refuses to confirm if my contract application was submitted

Good Afternoon.

I app**** for a Telkom Mobile contract online on 10 November. I received a call from someone who identified themselves as a Telkom agent, and I supp**** all the required information. I was informed that my contract was approved, and my SIM would be delivered the following week.

By the following Wednesday, I started trying to contact Telkom to get an update, and failed miserably. It tried: - Twitter direct message - Twitter - An email to the sales department - A email sent via their website. - A visit to a Telkom shop - Three calls to the call center, that involved holding on for about 1.5 hours in total, two dropped calls (one after exactly an hour!) and no success at getting through to talk to an agent. - More twitter - Live chat on their website - More twitter

During all this, I failed to received ANY feedback. To this day no one has bothered to confirm that my application was successfully submitted. I requested a cancellation numerous times, and was flatly ignore - no one even acknowledged my request for cancellation.

I was finally informed that delivery could take up to 14 work days. Tomorrow will be work day #14, and I have had ZERO communication since being informed of the 14 day waiting period.

My tweets are being ignored. My emails are being ignored. My complaints lodged through the website are being ignored.

What am I to do? How do I cancel a contract that I don't even know for sure exists?

All I want is for someone to confirm that either my application was never submitted, or has been cancelled. I am no longer interested in a Telkom contract.

Please contact me!

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Replies (1)
WS
Wilma S's update05 Dec 2017, 15:03
Reviewer Update
Don't bother doing anything. I managed to get hold of an actual human being in your sales department by pretending to be a new lead (apparently that is the only thing that gets a response) and she took about 30 seconds to tell me that there was no application against my name. I have subsequently re-app**** at a Telkom shop, which is much better, since it gives me an actual contact point where I can get hold of someone. Please do NOT cancel my current contract. As for your social media team - they are completely and utterly USELESS. Trying to contact them is like shouting at a brick wall. I was told 3 times that my issue was escalated, and not once did I receive feedback. I have never experienced such horrific customer service before. Response times in excess of 24 hours is not ok. Neither is posting the same copy&paste responses without spending even a minute investigating the query. And worst of all - promising feedback and then never giving it. Pathetic. As for your call center - if you believe that holding times of more than an hour is ok, there is no hope of you ever getting rid of the "Hellkom" name. Seriously - you need more agents. Many more.