Terrible in resolving Case

Telkom has the worst service ever. On the 25th of February I logged in a case about a billing query that was happening for about 20 months, where I had a carryover payment of R300. Only to find out I was billed for a phone I never purchased, they acknowledged the error and apologized. A case was then opened “ Your query will be attended to.Your case number is ***6“ . I was promised feedback within 3 working days. After 3 days I went to the Hemmingways store where I purchased the phone and they said they wrote an email that the billing department had requested but nothing was resolved. The case went on and on until lockdown took place with no feedback none whatsoever.

During lockdown level 5 On the 24th April I received an sms saying the case has been resolved : “Your case no ***6 is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries.

I called in only to be told the case was closed the store failed to submit some documents. So On the 15 May when the lockdown regulations have been eased I went back to the store and Tanielle created a new case : New case for refund ***1. She copied me on an email that she sent and asked me to check progress after four days at least. I sent her an email on the 20th May and she didn’t respond. I Then Called the call center, I was told about the documents pending from the store. So eventually I went back to the store on the 27 May and made a call there and enforced that the documents must be sent in my presence and be confirmed by the lady in Callcentre to Make sure that my case has progress. The lady confirmed that she received the documents and I should receive a call from the billing department.

I went to the store on the first week of June and the store manager Sbulele promised to make an urgent follow up. I have been in contact with him telephonically and has been make excuses about the person handling my case (Tanya) on leave and was gonna be back on the 15th of June. So I called in today the call center to see whats the problem and I was told that last recorded notes on the case are dated 27May. So that means the store manager has not been doing any work on my case.

If I don’t take an action on my own on this matter, nothing happens however not even once have I failed my obligations on my contract payments. Up until today there hasn’t been resolution to the case. I am due for upgrades but I cant move because of this Pending Case.

I’m fed up and wouldn’t recommend Telkom to anyone because poor administrative service . It takes forever to resolve anything there.