Unhappy Telkom client

So my mom has a cellphone contract with Telkom of which the phone is used by me, her daughter. My screen broke and my mom took it back in for repairs at Telkom Kolonnade only to be sent back because they couldn't "track" the phone on their system and also advised my mom who is the account holder to come with me. According to my knowledge, its the account holder that's needed when booking in a phone or doing anything in relation to the phone. Secondly they didn't give her direction or maybe call a superior ( or someone with more knowledge ) to help them "track" the phone. I had to take the initiative to call Telkom insurance and find out what the matter was. I got it resolved by myself and waited for the next time we were able to go to Kolonnade. We leave in Siyabuswa, Mpumalanga so don't go there every other day. We went and got the most unenthusiastic help. I wont lie, besides the guy who was welcoming us by the door and showing us where to wait for the next available consultant, the Telkom Kolonnade staff is one of the rudest staff I've ever come across. Firstly, we waited there for more 15mins while 4 consultants had no customers in front of them. It was only when the "welcoming guy" noticed and told that they are wrong and should help us. None of them responded and he told us to go to whoever we feel like and they will help us. When we got to lady she was moaning about not being finished with what she was doing and you could tell that she didn't want to help us. Then my mom told me that this is the same person who sent her home the last time. So we told them our story and again she said she can't find the phone on her side and the IMEI numbers don't match. At that moment she was ready to dismiss us again without telling us what we need to do. So because I had already spoken with the insurance who fixed the issue (also he said it was something they could have checked) and he sent me an email to present to the branch should they give me problems again, I did exactly that. She then did the process on her side which took soo long and only when my mom showed that she was tired, she then unenthusiastically told us that the system was abit slow. Throughout this interaction you could tell that she couldn't wait to get done with us. I don't know why but this has been the slowest process to get a phone repaired. We left the phone at Kolonnade on the 22/03/2022. I got a claim fee email on the 31/03/2022 and paid it the following day. The payment was acknowledged, and repairs were authorised on 05/04/2022. We were also notified on the same day that the phone is awaiting spares. 12/04/2022 my mom got an sms that the phone has been "dispatched back to N/A. Handset will be delivered in 4 days". 22/04/2022 I called the insurance department *** to ask about the whereabouts of my phone and to my surprise the phone had been delivered at Telkom Kolonnade. This came as a surprise to us because two years ago when I lost my phone a new one was delivered to me at home and in a short period of time. The annoying thing is that Telkom Kolonnade numbers don't even go through so one cant double check before they make means of going there. I've written a complaint to the email I was provided with on 23/04/2022 and I haven't received a reply.

You might want to think twice before getting into a contract with Telkom, especially if your nearest branch is the Kolonnade one, You'd swear that rudeness was part of their training course. They definitely don't put customer needs first.