Unsatisfactory service

I would like to express my disappointment from your unsatisfactory level of service. I have expected much more from a prestigious and reputed company of your standard. Unfortunately, I can’t help but submit this letter of complaint hoping for a fast and adequate resolution.

I have been a loyal and valued customer of Telkom for many years. Telkom decided to upgrade all existing landlines to a wireless solution just about a year ago and I received a free wireless device with a sim card. I was happy because my current telephone number remained the same and there was no extra cost towards the wireless landline.

Around June last year, I came across a wifi deal on the Telkom website for roughly R849 per month (unlimited Home DSL 10Mbps) and I visited the Telkom store and app**** for this package. My package which included a router and tv box was delivered to me (up till this date I have not received the free range extendor)

Once I received the package, I was advised by a technician from Open Serve that I cannot use my wireless phone with the wifi package I had taken up, I was advised that I need to continue using my previous landline. The technician then took away the new wireless phone and had my older phone reconnected which worked perfectly with my new wifi package with no interruptions until February 2020.06.17

My landline *** DOES NOT WORK , it has been cut off completely and I was not informed prior to this disconnection . I run a food business from home and I have lost so many customers due to this loss and unsatisfactory level of service from Telkom.

I called Telkom on 11 May 2020 regarding this issue, I spent 1 hour on the phone speaking to a consultant who was totally confused and advised I speak to the sales department because I need a new router, I was then transferred to the sales department and spoke to a consultant named Angel Sibizo who advised I need to downgrade my package to a 4mb line for R599 per month in order for my landline to work. The order was placed on 11 May 2020 ref number 509225. I was advised that the new router will be delivered in 7 – 14 working days.

On 11 June 2020, I followed up and I was advised that the order was cancelled on 14 May 2020. Did I receive communication regarding this? NO, once again LACK OF COMMUNICATION!

So here I am again, almost 5 months later, no working landline and no communication from Telkom.

I hope you agree with me that this is not acceptable under any circumstances. I trust that you will deal with this issue in a top urgent fashion. I also trust that you will take the necessary precautions to prevent such incidents in the future.

This is not the way a Company wishes to conduct business with valued customers—I have been with you since the company was founded and have never encountered such treatment before.

If I do not hear from you within 7 working days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. .

Please note this email has been sent on behalf of the owner of this Telkom account. Details below

Name of account holder: Mr Hanslall Chottu

Account Number: ***

Landline Number (which doesn’t work) – ***

Address: 78 Antilia Place Newcastle

Please note this email has been sent on behalf of Mr Chottu. Please contact me directly regarding this issue – Chris Govender *** or Kajal Chottu on ***

Should the above email not concern you, kindly refer the matter to the relevant department