THERE ARE NO WORDS TO EXPRESS HOW MUCH I REGRET TAKING A TELKOM PACKAGE

<p>Dear Hello Peter,</p> <p> </p> <p>It is frustrating that one needs to resort to a complaining on social media to get Telkoms attention. In the second week of January, my ADSL line was down. I contacted Telkom and was given a Refrence number, stating that they have reported the fault. Ofcourse I had to follow up again and finally got a Technition to my house to install a temporary line, but the line lasted one day and was down again. I reported the fault again, called the call center numerous time in following up and here we are, 3 weeks later and my line is still down. From the numerous calls made, my last 3 calls was one from yesterday and 2 from this morning - I am more irate now and honestly so frustrted that I refuse to call Telkom again. Not only do I pay for the calls, as my line is down so I cant use my land line so its a costly call to me and with the Call Center, being out on for more than 20 miunutes at a time is clearly the habit. I guess the calls is minor in the cost of not being able to work from home and the inconvienance caused. Maybe I should consider giving Telkom all my Vodacom Data bills to reimburse me due to thier error, it is well over R1000. </p> <p> </p> <p>I can not understand that there is NO ESCALATION process on Call Center level. Yesterday<em> </em>I was put on hold for <span style="text-decoration: underline;">40 MINUTES</span> whilst a call center agent went to look for a Team Leader. At first I was told that ALL the Team Leaders are in a meeting - really, does Telkom think I am so stupid to believe that Telkom has all of its Team Leaders in ONE meeting, and thus that means NO support to their staff who are servicing their clients. I told the Agent that I then want to speak to her Team Leaders Manager as surely he / she wouldnt also be in a meeting - its a corporate company, surely there is structure involved? Surely there must be Management around to deal with Irate clients? After the longest wait, a Supervisor took my call and promised that I would get feedback by end of business yesterday, as she was going to ensure that the Technition assigned to my case be contacted for feedback, to refer back to me. Well, the business day ended hours ago and NO feedback - after a empty promise.</p> <p> </p> <p>I drew the courage to contact Telkom today again, with both agents I explained the reason for my call and that I wanted to speak to a Manager, the one consultant put me on hold, after 22 minutes, He decides he has clearly had enough of waiting and transfers me to NEW BUSINESS! So I explain to the consulant, that I dont want to speak to him as I am waiting for a Manager and HE PUTS THE PHONE DOWN IN MY EAR!</p> <p> </p> <p>So here I am weeks later with NO ADSL line and to note the severity of not having my line working - I work from home; so just calculate how many working hours I have lost due to the incomptency of Telkom and not to mention the incovienance caused. I refuse to call the Call Center to be put on hold for more minutes that I would like and I refuse to have the phone put down on me by the Call Center.</p> <p> </p> <p>I am shocked that there is no escalation channel within Telkom. I posted a query on Telkoms Facebook account, cearly out of desperation as to use my personal account to reach out to Telkom, must show how desperate I am. I get one liner feedback that they are dealing with my query and yet I am constantly commenting on the post, requesting feedback - surely that is not for me to do, but sadly that channel has been ineffective and just reitterates to me that Telkon has no care for the cleints.</p> <p> </p> <p>I have been told on two occassions that I would get a rebate for the down time, but no suprise here - Telkom debits my full account this week. Clearly no intention to sort the problem out or give the rebate due to me. Sadly I dont have the energy or even the courage to ask Telkom about my rebate.</p> <p> </p> <p>So here I am complaining on this site, which I know has been excellent and is excellent with having complaints been heard and addressed. Sadly though this is my last option and last attempt to get Telkoms attention to sort my line out, as every other channel they offer - doesnt work. Telkom states that there is a error in my area, well sorry to dissapoint Telkom but my father, whom is on the same property as me, has had his line fixed -infact I am using his ADSL to write this, so please expalin that to me?</p> <p> </p> <p>I dont have much expecation that Telkom would respond to this email, as they have been so poor in communcaiton and promises in the past few weeks that I wont hold my breath. All I want is some one to look at my query, PULL ALL MY CALLS that I made to Telkom and teach their staff that putting phone down on clients is not very nice and ensure that Team Leaders are there to handle escalations.</p> <p> </p> <p>I have every intention of cancelling with Telkom this month but sadly their policy is a months notice that I have to honour, even if they cant honour the service one pays for, so maybe for my last month with Telkom, just maybe I could use some of the data I have paid for? Maybe its too much to ask but please if this complaint is seen by Telkom, please assign a Agent that is wanting to help, that is competent and keeps promises.</p> <p> </p> <p>I dont care that there is a issue in my area, Telkom you should have sorted that out by now or get a temporary line instsalled at my property and if you cant do that, then make anther plan. You are a huge company with resources, please use them. My Telkom Landline number is ********** 653.</p> <p> </p> <p>Regards</p> <p>Crystal - ********** 029</p>