Worst customer service ever received - Telkom mobile

I have been with Telkom for many years now and never had any issues until recently when I was not working.

Firstly, when I checked my bill, I noticed that I was being billed for phone calls which according to me, I should not be because I lost my device in June 2019 and took out a new device and the consultant that assisted me informed me that my phone contract would remain the same in terms of benefits. When I called the call centre they said they can't help me, I need to go the branch that I took my phone from, which I then did in Tygervalley. When I went to the branch a consultant told me that the person who helped with that contract no longer works there, so I asked for a solution, they said I need to speak to a branch manager who only comes in Mon - Friday during business hours. That was a nuisance, which I could not do because I started a new job now and obviously the main reason for them operating as a retail shop, so that we have access after normal business hours.

Then my account was in arrears, which I recently received a letter for via post, which I immediately went into the store to try and change my banking details and make arrangements to pay the account , which I paid Sunday the 24/10/2020. When I went to Telkom store in Tygervalley, I specifically told them that my account is in arrears and I need to make an immediate payment, they said I must pay at a Pick n Pay which I did and they told me it would take 3 days to reflect on their side then they would be able to change my banking details.

Today on the 28/10/2020 at 11:51 I called the call centre again to check if the amount is reflecting or not, I spoke to Noluhle Cele. She told me that my account is cancelled, she could not tell me when my account was cancelled, what happens to my devices etc. I even told her that I had not received any correspondence from Telkom to inform me of this, I just received a letter telling me they will hand me over which I immediately acted on.

The person in the branch did not tell me this when I wanted to make the payment and this agent now expects me to hold on the phone for more than 6 minutes for her system to give me the information and refuses to call me back.

When I called the call centre in August 2020, a manager was supposed to call me back or at least the call centre consultant but none of that happened.

I am appalled by the service that Telkom has given me in the past year and very unhappy right now.

To date, no one has ever followed up on all my queries, I have to be the one that calls and repeats myself or go to a branch which is a nuisance and a waste of my time.