Telkom unwilling to do anything like normal...

So today (05/10/2017) I decided to chat to Telkom via the agent chat about my LTE Unlimited that has gone from 40mb down to 5mb. I was told that I could not talk on behalf of my wife because she had not given permission, even though we had done this TWICE before this. She said there was nothing on the system. She advised for me to go to a Telkom store. I know that if I go to a Telkom store, they will tell me because it’s an online order I must call the support desk not come into a store. How do I know this, because they have done that to me for the same contract…

So my wife started a chat to get something done or a call logged. After playing ***gy in the middle passing messages up and down between me and the agent, the agent provided steps to “increase the speed”. The steps basically lock your router to talk only to Telkom and over the 4G band. I had done these settings months back to stop the router going to 3G. So I know this is done. My wife was then told, “I can see here you have not done those steps and they cannot log a call until said steps were done”.

Firstly, how can he tell that, as the is a configuration on my router and the router was connected at 4G at the time, that would mean he can access my router? I doubt that. Secondly, the fact that he refused to log a call because he claims the steps hadn’t been followed is just a way to avoid logging a call making it seem as if he resolved the call over the phone?

To top it off, I got a call from Telkom during my wifes chat, assuming it was them calling me about the issue. Dead silence for 2m49s. As that call ended, the agent ****ed my wifes chat. The great thing is, when the chat ends, the window closes, you now have no record of who you spoke to or what the details were...

I honestly don’t understand why every time I need to get a support issue sorted out I must resort to putting a complaint in instead of just having Telkom log a call and investigate? Telkom can be lucky that there isn’t a proper competitor because the way Telkom treats their customers they would be out of business by now…