Telkom's Terrible Service

Good Day Zolile Mangaliso

This is a formal Complaint about the rudeness of one of your agents on the technical support team.

1. We have on numerous occasions reported the challenges we are experiencing with the line that we received recently. 2. The first challenge was that when we call our clients, the line reflects as Cargo Durban which is a company we have never heard of. We think that our clients are not taking our calls as they don’t know the company. We reported and spoke to a few agents and on numerous occasions we were promised to be called back by supervisors which never materialised... its been 5 weeks. (AI ***) Nonkululeko Shibula 3. This week on Tuesday we logged a call, reporting that our office line is not working, and a reference number above was issued-***. We were promised a technician would be visiting us on the same day. We followed up the following day and still no joy. We are told we have two different number of which we are not disputing. We had no idea, we don’t know how Telkom operates, we just want the line working. 4. This morning we spoke to Sinovuyo, we explained everything all over again and the agent was not willing to listen and was very rude to us and she hung up while we were speaking. We would like to escalate these queries and we also request a recording of the call which was around 07:49am this morning. 5. Since we started dealing with Telkom we have experienced nothing but hardship from day one when we were unable to pay the R700 deposit because someone somewhere sent a wrong control code on the message and no one wanted to own up... they blamed it on us saying we must call and request another one. It then took Telkom 6-7 weeks to install the lines but we were promised 4-7 working days. We were requested to do surveys of the service, and we submitted our opinion based on our experience with Telkom. Following that we received a call from someone who advised she will call us back to check if our queries have been resolved. Nothing till now. 6. Can you please provide comprehensive feedback on all these matters and please don’t direct me to call other departments as I believe you have the capacity to escalate to relevant persons and follow up and give feedback. Also on the issue of the rudeness of Sinovuyo please provide feedback. 7. I hope Telkom realises the impact all of this has on us as small businesses. Our landline is not working for a week now. We make at least 60 calls per day. Which we are unable to currently and yet on the debit order date you expect to get it all... maybe if I reverse the debit order I might get a call back from you.

Your assistance would be greatly appreciated.

Zipho Dlamini Senior Safety Officer 411SHEQ Consultants Mobile: *** 7 Nigella Place, Pinetown, 3601 E-mail: ***