TOP URGENT - No new Router received with new LTE Contract - Upgraded

Good Day,

Please see below - first email sent nearly a month ago to one of your Supervisors. Firstly, to compliment him on one of your Employees and secondly to find out where my new Router is for my newly upgraded Contract. Both Minenhle as well as another Service Agent that I called a week later AGAIN - advised that I should have received a new Router.

I have also left numerous messages on your Facebook Page and called a further 2 times to have this escalated - and NOTHING.

All I have received is one sms saying Case # ********** 1 on 10.10.17 is being attended to and another sms on the 12.10.17 saying the same Case number had been resolved, and guess what??? I don't even know what case it was and what the outcome was?????

Not one person has EVER called me to tell me what is going on.

I am disgusted with the service I am receiving from Telkom. I wish I had never upgraded.

Please get someone to call me IMMEDIATELY regarding when I will be receiving my new Router.

Regards Tracy Lotz

From: Tracy Lotz To: ********** Date: 2017/10/12 01:23 PM Subject: Compliment - Minenhle Ngcobo

Good Day,

I would like to take this opportunity to compliment you on one of your Staff Members.

I had the pleasure of dealing with Minenhle Ngcobo on Saturday 07.10.17 via telephone. She assisted with my query of my missing new Router after signing a new Contract with Telkom.

Her product knowledge was incredible and there was no question of mine she could not answer. She was friendly, professional and extremely courteous after all I had been through for the last few weeks with your Telkom Call Center.

She truly is an asset to your Team and Organisation. I do believe that she is a fine example to many of your other Call Center Operators and how they should wish to strive for the same Customer Service Excellence.

I have since received a Reference Number from Telkom - Case No. ********** 1 and it says that this has now been resolved. Unfortunately nobody from Telkom has called me to tell me what has been resolved? I am still waiting for feedback from the Escalation Team to find out why I was never contacted after upgrading about sending via Courier my new Router. I still do not know if a new one will now be couriered, if the case is resolved?

If you could kindly find out what has happened with my Case No. ********** 1 and what the outcome is, I would really appreciate it.

Thanking you,

Tracy Lotz **********