TELKOMs Dysfunctional Customer Service Desk

My Home Fibre Service was cancelled without my knowledge(error) by a stranger on the 26th of October 2020.

Since then I have called Telkom on 10213 & 10210 over 30x times and spoke to various agents who keep on saying they have escalated my query to the BACK OFFICE (Vumatel Department or Re-Activations) team within Telkom.

During these calls, I requested an escalation e-mail address to report this terrible service. I was given *** & ***. I sent an e-mail to both addresses on the 2nd of November 2020 stating my case, today on the 18th of November 2020 - I get an e-mail from Trisha(Telkom Senior Associate) saying that my Physical Address is incorrect and I need to provide proof of residence. I comp**** with the request and I got a follow-up e-mail saying my Physical Address already has Fibre Services installed and I need to ask the previous owner to cancel these services. I then asked the Agent who sent me the e-mail Rifeloe MALATSI(Telkom Senior Associate) to contact me on my cellphone for clarity - I am still waiting.

I then called in again this after to find out what the issue was on 10213, the Agent Notified that they have sent numerous escalations to the BACK OFFICE(Vumatel Department or Re-Activations team) to activate my Fibre Service, but they themselves are not getting any replies from them.

Telkom has a serious customer service challenge - the BACK OFFICE team is only reachable via e-mail. They decide when to respond to queries and don`t even bother to follow-up on escalations from their FRONT DESK colleagues. I have never experienced such internal mediocre.

I now wait for the unreachable BACK OFFICE team contact me, whenever they are ready.