Terrible Customer Service As Always!!!

<p>On Tuesday morning 21 March, my wife's mobile service was suspended. This was due to a billing error which Telkom made and subsequently put my wife's account into arrears. We called in immediately for them ro check the error and unsuspend her service. The first agent promised that the matter would be resolved within 24 hours. We called back on Wednesday after no resolution and spoke with another agent who said the matter would take 48 hours to be resolved - which is unacceptable, given the previous SLA on Tuesday. </p> <p>After numerous phone calls to Telkom, being placed on hold for extremely long, and being transferred to supervisors and managers, still no resolution, just promises that they would escalate and follow up.</p> <p>Lastnight after 6pm, I called on behalf of my wife and spoke with Zama. I demanded to speak to a manager to get the matter resolved once and for all. She placed me on hold for an ENTIRE HOUR UNTIL SHE EVENTUALLY HUNG UP! I called back immediately and spoke with Sehle (Manager) who said he would escalate the matter and i requested that he gets someone to call back this morning with a resolution as he only started at 1pm today. After no call back this morning, my wife decided to call in and spoke with Percy, who said he would escalate the matter again for resolution.</p> <p>I decided to call in after much frustration with the service. I spoke with an agent who put me through to Toni Venter, who is able to nothing but also tell me that 'it has been escalated'. I asked to speak to Percy, who re-iterated the same thing. </p> <p>Nobody has really taken ownership of this query and decided to follow up as promised. We gave ample time for resolution and after empty promisses, we would have to take the time to phone in and wait for up to 60 minutes before we're able to speak to someone who knows what's happening.</p> <p>Please note, this has been an ongoing service issue we've had with Telkom. With my wife's previous contract we've had similar billing complaints. The customer service is of the worst we've had to deal with in this country. There is no proffessionalism and telephone etiquette.</p> <p>The whole ordeal has been frustrating and time-wasting. I can't believe people pay for this kind of service. The Telkom Network is great! But all of the staff we've ever dealt with telephonically are so unhelpful and unproffessional. How is it that such a big company employs this calibre of staff??</p> <p>Your customer service and billing department really needs some improvement to ensure customer satisfaction. </p> <p>I want this matter resolved with urgency and if you had some decency and proffessionalism within your company, appropriate compensation should definitely be in order after our experience.</p> <p> </p>