Hellopeter
Share Your Experience
BN
Byron N

1 reviews | Active since Apr 2012

20 Aug 2018, 19:19

Telkom took my airtime and gave no Data/Poor Service

I Used the Telkom self help *180# to convert airtime to data in the early hours of Sunday Morning 19th August 2018. To my surprise I see an error message pop up yet my airtime was deducted. I called the call centre on 180 option 1 option 6 to get assistance and I was told they were offline and I should call after 7am. I called and was told to call in a couple hours. I called after mid day and was told they had just gone online maybe an hour before I called, but I should check in later or wait to receive an sms. I received nothing. so called back in the evening and they escalated the issue. I was told that it would take 24 hours. I called Telkom today Monday 20th August 2018 and spoke to someone who told me that They were offline again. I called back and was told that they weer in fact online but they couldn't assist me from where they were as the request had gone to "back office". I called back and spoke with Jewel/Julz who told me it would take up to 9 days to be resolved which I told her wasn't acceptable and when I asked to speak to a manager and was placed on hold for 10 minutes with no response. I called back and spoke with Lesego who also tried to just get rid of the problem by telling me I was told about the turnaround time the previous consultant informed me of. I then asked yet again to speak with a manager. She went off the phone and came back telling me the manager wants more information which I gave her.. She went off again and comes back to tell me the manager will call me back before the close of business

The manager Paul Maphoto never called me back as promised.

No matter what the issue was on Sunday, Telkom took my money and when I want the service I've already paid for I get sent from pillar to post as if no one cares about me as a customer. The customer service and lack of professionalism displayed is disgusting.

You took my money and now I want the data owed to me. It should not take longer than a day to sort out. Ive heard about the upgrade and all the excuses, that isn't my problem. Where is the data I paid for??? I want this data to reflect on my sim before 12pm 21 August 2018

0
Replies (2)
BN
Byron N's update26 Aug 2018, 23:27
Reviewer Update
This response was from two days ago. Its simply a public relations exercise. Telkom doesnt care about its customers. Ive spoken to about 15 consultants since last sunday. It's a week later AND I STILL DONT HAVE MY DATA!!!!! Yet you have my money!! You have consultants that make excuses for why a customer cant be helped and a "back office" that cant be contacted via phone or e-mail and managers that wont come to the phone when a customer escalates a matter. The customer doesn't come first for Telkom at all. Based on experience. THE WORST experience I have ever had. and Im a patient person. Youre playing with peoples lives. and they should all leave your service so that you understand that the customer is important and without the customer you have nothing. all you're good at doing is making excuses and giving empty apologies. customers don't want apologies they want SERVICE. which Telkom fails at providing. Struggling for 8 days to get 2GB + 2GB night surfer. Telkom at this point is a total joke of a company. This is pathetic.
BN
Byron N's update31 Aug 2018, 18:15
Reviewer Update
Thursday 30 September Marked 72 WORKING HOURS. two weeks of waiting for telkom to load 2gb + 2gb night surfer. I received the following instead of the data Case ( ********** 3) has been escalated to the relevant department, please note that the TAT for the data to be allocated is 72 hours. Regards Telkom Support.(THIS AFTER I have waited 72 hours already) Your case no ********** 3 is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries. Resolved???? I receive this whilst still having no data...so I called and escalated and spoke with Toni Venter She said that they would only be able to load the data on Friday 31 September. On Friday I get a call from telkom seemingly unsure of what the problem is. The guy told me I will receive a credit and the airtime loaded onto my phone BEFORE the end of business... It is now the end of Business. Toni the team leader is ignoring my e-mails and I have not yet received data or a refund of my money. Why do you bother asking people to join your network when you're incapable of fixing problems that arise in a reasonable time frame. I wonder if your management would be okay if they were treated like this by any of the places they require customer service from. Excuses and apologies and incorrect information is all you're good for while clients suffer.