Urgent Resolution Required – Ongoing Issues with Business SIM-Only Application at Telkom Grove Mall Branch

Dear Telkom Customer Service,

I am writing to express our growing frustration regarding the ongoing issues we have faced for nearly a month in trying to secure a SIM-only business deal at your Grove Mall branch.

Despite multiple visits and follow-ups, the process has been plagued with delays and mismanagement. Initially, the application was captured incorrectly due to staff error and then prematurely locked for approval—preventing the Credit Department from reviewing it. We only learned about this after our third visit to the store. After insisting on speaking with the branch manager, it was confirmed that the staff member was at fault, and the application was subsequently recaptured.

We were then advised that processing would take up to 7 business days. Yesterday, I was contacted and informed that our application had been approved and that we could collect the SIM-only deal card. However, upon arriving at the store this morning, staff were unable to locate the transaction on the system. After spending an hour waiting, I left my contact number. I was later informed that the order had disappeared from the system and would need to be redone.

This is particularly concerning as payment has already been made for the order that has now allegedly vanished. Instead of receiving a resolution or an investigation, we were told the application was cancelled—with no explanation offered, only an unhelpful “sorry.”

This ongoing lack of communication, accountability, and transparency is completely unacceptable. We urgently require clear answers to the following:

Why was our application cancelled?

Why were we not proactively informed of the cancellation or any delays?

What is the status of the payment made on the missing order?

What steps are being taken to resolve this matter without further delay?

We expect a prompt and professional response. Should this issue not be resolved immediately and satisfactorily, we will have no choice but to escalate the matter and move our business to a more competent and reliable service provider.

Kind regards, Wilco Bothma Roadsaver Group (Pty) Ltd *** ***