Telkom Sales Escalated Formal Complaint: Continued Failure to Assist and Unacceptable Service – Case ***

To Telkom’s incompetence sales team

I am writing this email out of extreme frustration after repeated failed attempts to resolve a simple downgrade request. At this point, Telkom’s handling of this matter is unacceptable and demonstrates a complete disregard for customer service.

On 20 January 2026, I contacted the Telkom Sales Team on 10213 to downgrade my fibre package from R845 to R489. I spoke to a consultant named Lerato. Despite initially insisting that the R489 package was not available and pushing the R655 package instead, Lerato later confirmed — after checking her system — that the R489 package is in fact available in my area.

I explicitly requested to be downgraded to the R489 package. Lerato issued case number *** and assured me that I would be contacted within 24–48 hours. This call never happened.

I waited well beyond the promised timeframe and eventually contacted Telkom again on 3 February 2026, where I spoke to Siyabonga. What followed was one of the most frustrating customer service interactions I have experienced. I was informed that because the case was “with Lerato,” no one else could assist me. I was further told that the case is sitting in her inbox and cannot be handled by any other consultant.

This explanation is both unreasonable and alarming. A customer’s service request should not be completely stalled simply because one consultant is unavailable. I was also refused a transfer to Lerato, despite the fact that I previously spoke to her directly. I was then told that Telkom Sales does not issue reference numbers for calls and that I should rely on my cellphone number and memory of the call date. This is not an acceptable way to manage customer queries.

When I requested a formal complaints email address, I was given ***, with no clarity or confidence that this is an official complaints channel. Throughout the call, Siyabonga was dismissive and uninterested in resolving the issue, yet again promising a callback that has still not happened.

At this stage, I have: - Been given contradictory information - Been promised multiple callbacks that never occurred - Been passed between consultants with no accountability - Spent an unreasonable amount of time chasing a downgrade that should have been processed weeks ago

I have exhausted all reasonable patience.

I now require immediate resolution. I am formally demanding ONE of the following, without further delay: 1. That my fibre package be downgraded to the R489 package immediately, as already confirmed to be available in my area, OR 2. That my Telkom fibre service be cancelled with immediate effect and without any penalties, as Telkom has failed to provide even a basic level of service.

If this matter is not resolved urgently, I will escalate this complaint to ICASA and the National Consumer Commission, supported by detailed call histories, names, dates, and the issued case number.

I expect a written response and decisive action. I will not be making further follow-up calls for an issue that Telkom has repeatedly failed to address.

Regards, Livhuwani