Unsatisfactory Service Delivery

I have had the most terrible service from the Telkom call centre. Firstly dealing with agents who are unhelpful and unprofessional only contributes to my dissatisfaction. I have previously been contacted by a sales agent who offered me a WiFi deal, which I have agreed to purchase. This occurred on the 19th of November, at which time I was advised that the package will be received within 7 days. I have tried numerous times on contacting the department, upon which I was advised that I’m through to the incorrect department. The agent’s would continuously advise that I’m in through to the wrong department and asks me to call back using the correct dialling code, which I did - only to get through to the same department. I have frequently requested to speak to a manager, however I have been advised that a manager would contact me on the day that I made the call(30.11.2030). Which I still haven’t received any feedback regarding my query. My questions directed to Telkom superior management is : 1. How is it possible that such unsatisfactory customer services is being provided to loyal customers who continue to show support to this company? 2. What processes are put into place to ensure customer satisfaction is being delivered ? It’s been 12 days now that I’ve been offered a deal and have no feedback on the whereabouts of my package. 3. Why are there no supervisors present to take my call and hear me out? Fair enough agents are being paid to do this job but what if my query isn’t being attended to in a professional manner? What’s my go to thereafter? 4. Why is there no structure in terms of after sales? Not once have I been contacted with regards to this package. 5. Is there communication on processes passed through from the contact centre and the in store service? The reason for this question is when I have dealt with an agent over the phone I was asked to visit the store, when I do go into the store I was asked to phone in and speak to a call centre agent.

I need an urgent resolution to my query