Worst customer service

Issue logged in from February 2018, not resolved as of 18 July 2018

23 March 2018 I app**** for a new mobile contract on the 16th of February 2018 and I received my device within 4 days. As per the contractual terms and wordings of the contract a customer can return their device within 7 working days to upgrade their device. I logged in a request to change devices and the request was approved. The courier company collected the phone from my homeplace two weeks ago and to this day I still have not received any correspondence from Telkom indicating when I am going to get my new device. I have called Telkom on a daily basis (20 minutes on a daily basis), I am sure I have spoken to every representative within the call centre but I keep getting stupid answers or reasons from the customer service representatives. One told me that my device is being delivered, one told me the new request has not been loaded, one told me that I should give them a week and now its more than two weeks.

25 April 2018 Once again, Telkom delivered a device to my home address while I was at work. I was very excited and I could not wait to have my hands on the phone, when I got home I opened the box with excitement only to find the same incorrect device. This is starting to **** me off, after two months of waiting for a device, they still get it wrong. The call centre is also not very helpful, my calls are redirected from 10210 to 10213 to 10210 to 081180. Is this how you treat your customers? Is this how the best mobile service providers treat their customers? Do we need to involve the Ombudsman and the Nation Credit Regulator before you fix your inefficient processes? I am phoneless and currently paying for a device that I cannot use due to inefficiencies by Telkom

25 April 2018 I instructed Telkom to collect their device on the very same day and requested a contract cancellation. The Customer Service Agent confirmed that the contract is cancelled and they will collect the device. I went to the Telkom store to do a manual application and my application was approved and the Customer Service Agent confirmed that I have no contract with Telkom.

June 2018 Fast forward June 2018, Telkom has not collected their device at home and they are invoicing me for a phone that I am not using and I have requested for the phone to be collected countless times. I am being charged for two phones and this is affecting my credit score and credit profile as I have had to do debit order reversals because I refuse to pay for two phones when I am only using one. I cannot afford to pay for two phones when I only signed up for one. Then Telkom has the guts to call me and tell me that my line will be suspended and my account will be handed for collection when they are failing to resolve my issue and collect their device. Your inefficiencies are making my life hell and are affecting my credit history and profile. This issue has been ongoing for 6 months now and I have not had any pleasure dealing with the Customer Service Agents. The call centre is also not very helpful, my calls are redirected from 10210 to 10213 to 10210 to 10213 to 081180. Is this how you treat your customers? Is this how the best mobile service providers treat their customers? Do we need to involve the Ombudsman and the Nation Credit Regulator before you fix your inefficient processes?

01 August 2018 My cellphone line is suspended and I cannot make any calls, access the internet or even send smses because no one is willing to action my cancellation request. I have tried to even deliver the device out of my own expense but apparently Telkom needs to issue an instruction for the device to be collected and I cannot deliver it personally. I received countless messages before the 01st of August 2018 stating that the issue has been resolved. What have you resolved when the device has not been collected? What have you resolved when my line is suspended? What have you resolved when my invoice still says I have to pay for two devices instead of 1? The stupid response that one always gets is that the issue will be resolved within 72 hours, it’s been 5 months now and I am still fighting the very same battle.

Once again, please collect your device and terminate the line as previously communicated.