Worst customer service on planet Earth

I want to point out that Telkom is a great network provider, however the customer service is a nightmare.

Firstly when you call the call center you wait for over 40 minutes just to speak to an agent who by the way "will have to escalate the matter" in almost everything when there is an issue- there is never a first call resolution.

I have called the call center several times now , sent emails and no one has bothered giving me feedback on my query.

It all started when I called Telkom for an upgrade. I upgraded to a soni xA1 however I was not happy with my decision when the phone was delivered so I called and requested to have the phone returned. The lady that had innitially upgraded me told me that I could no longer upgrade as I had returned the device and therefore my number would be canceled as well and if I wanted a new phone from telkom I would have to wait 90days as my upgrade had been "used up" she said. I found this confusing however I said okay and eventually decided to get a phone at another network provider. The upgrade number no longer worked. I could not receive or make calls on it or even call 081180.

Telkom debited my account with R848.33 on the 24th of April for a device I did not have and for data I did not use. The sim card that was supposedly loaded with data was off and had no service. That number was discontinued however they still billed me. I called the call centre to express my frustrations and was given the run around for days by different customer agents promising me feedback and telling me to call the sales department instead so I went back and forth.

Finally, on the 30 April 2018 I received an sms with a ref number saying my query will be attended to ref: ********** 2 On the 15th of May I recieved an sms saying my case has been resolved ref: ********** 2

and then another saying a refund has been arranged to my account and will reflect within 7 working days ref: ********** 6

I waited and waited and still no payment was made to my account.

29 May 2018, I called the call centre and spoke to Matsego Segoem who advised that the case was actually closed and that a payment has been made to my account already.

She asked me to send a bank statement which I sent to her while she was on the call with me and promised she would get back to me - again no one called me back.

I emailed her on the 1ST and on the 4th of June to ask for feedback, no reply

June 4 2018 - I spoke to Michaela Loreal Rualene Botha (ML) and explained my issue to her as well. She promised me she would get back to me by 7pm and sent me a blank email.

Again, no feedback. I emailed her again on the 7th of June, still no reply.

The network is great, but getting help from anyone is a hassle. Its sad that I have to switch networks because of the lack of customer service given. Iv now lost my patience and if I hear a person telling me the issue will be further investigated I am going to pull my hair out. I am annoyed and deeply frustrated at the fact that I even had to sit down and type out a long email to get some attention.