Unable to keep to time scales

Item: Telkom
Rating: 1

I requested a line cancelation on the 24th of January 2017 I went in after this to the same store in canal walk and was advise I can’t cancel the line cancellation and need to stick with the new order placed as I want a line move, as the place I moved to didn’t have strong wifi signal as I was advised. It wasn’t done at all [the line cancellation], even though you have a 30 day cancelation policy, I have been paying ever since. On the 19th March I went in to check on the cancelation, and was told I can take up a new deal as was the reason for my leaving [better line speed at a good price] [this was in contradiction to the previous agent, but I was desperate and didn’t care to complain], telkom 10mbps uncapped 799 which ends the 19th of April as per your pamphlet shown to me by the agent in store Instead of upgrading it first I would transfer the line which would mean I would get service faster, as advise by the agent, as it takes 7 working days to do a line move. Which made sense as I really needed the wifi Requested the line change to the 19th March – agent was colored guy, new rose tattoo on bicep that still needed to be re-inked – I didn’t take names In 2 working days I will get a confirmation call/sms On the 23rd I was told it will be the earliest that the line at the old address can be cut And the 27th is the soonest it will be added as technicians are available to install, I was just happy to get the internet again 7 working days for moving line. I had to get a call on the 22nd or the 23rd but no call or sms as confirmed by the website I went again into the store after that, canal walk, the store agent advised that it’s with the network but no luck with any resolution as yet as they cant see anything on their side, I had to call the call center instead as advised by the agent On the 24th I called the call center, and they said I need to wait 7-14 working days and would not give me a hearing as this is the time scale as I was misadvised – as per the store agent giving wrong advise I later found out that the form I filled in, was not used for the details they used to sms me but the details on my old account which was no longer valid, why I had to fill in the details is beyond me On the 13th working day, I think the 6th April I called as I got an sms to advise that the installation date was the 24th of April, I assume this was an error as why was I told 7 working days, then 14 working days, and each time they would check the system to give me available dates either in store or the call center just so they can book it for me and not be done, so it’s either a lie or their systems are +- month out so sync They advise that the 24th April was correct and I had to wait and pay for the service that I haven’t used since the 24th January. This service is ridiculous where nobody knows the processes, anyone customer facing is willing to give the incorrect information just to get you off the line and have you phone back And those on the other side of the line only state policy instead of giving any customer service as to what is happening and when they try, they mess you around as time scales are meant to manage your expectations Lastly I will be unable to get the promotion which is why I cancelled the line cancelation and did the line move, and I am still paying for something I need to wait for hopefully if the technician doesn’t cancel on me too. Seriously how hard is it to get something done, this is why we need other non-***gy back providers in this country, because your service is beyond crazy bad, needing appropriate information that is valid is so hard to get. I won’t even mention the effect this has had on my life just to get service, and now I need to pray that I get something done on the 24th April 2017 because you guys have been nothing but unreliable and misguiding

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