Worst service and incompetence

<p>Copy of email sent to Telkom with no response still: I urgently need your assistance with this matter. This will also be logged with the Ombudsman by the end of today if it remains unresolved. This email was also sent to Telkom head office yesterday and still no one has even bothered to acknowledge my complaint.</p> <p>Detailed history of issue<br />1. Phone contracts:<br />On Tuesday last week (16 August) my husband and I went into the Greenstone branch to upgrade our phone contracts. We needed 2 upgrades: 1x was for a sim only, 1x was for an Iphone with 250 minutes contract. The device was opened by Patricia in store and handed over to us after 2 hours in the store to have this done and a payment of R150 in cash for upgrading.</p> <p><br />On Wednesday I contacted the call centre to ask when the new phone when register the old phone number which we requested upon the upgrade. We were told that the store clerk must have incorrectly logged the upgrade as it was not showing on the system so we needed to return to the store. I then phoned the store directly and spoke to the manager. He advised that everything was fine but that we would need to wait until the next day for everything to register. However on Thursday this was still not resolved and I phoned the store again. I spoke to Patricia directly and she blamed my husband and I for giving her incorrect information when we were in store with her on Tuesday for 2 hours as she opened up another line and upgraded one line instead of upgrading both. We advised this was not the case but regardless asked her to fixed this issue. She advised she will fixed it the same day.<br /> <br />On Friday 19 August when the issue remained unfixed I had to take another half day off work to resolve this issue. So off we went back to Greenstone 8ta to try and resolve the issue. We sat down with the Manager and Patricia who helped us before and tried to resolve the issue. However Patricia was very concerned about making sure that she was not to blame for this mistake by accusing us of being in the wrong and being unclear with wanting to upgrade both our phone contracts which were due for upgrade. After about 20 minutes of this I said it doesn't matter at this point who said what, please can you sort out this issue now so there are 2 upgrades on our phone lines instead of 1 upgrade and 1 brand new line on top of the ones we already have. They explained they would need to log a case and we then decided to rather cancel both the upgrades or lines whatever Patricia originally did (thus the new phone line that Patricia added and the upgrade to a sim only). We decided to see our contract through to end of this year when we will go elsewhere for our phone contracts. This unfortunately was still not easy to resolve and the Manager needed to explain to Patricia what was actually required at that point as she was cancelling all our our lines and advising we would be charged cancellation fees...again not what we asked for. Once the paperwork for the cancellations have been signed the manager had to get authorization for the refund of R150 that we paid in cash on Tuesday. This is now an hour that we have spent in store. We advised we would remain in Greenstone Mall untill we are able to get the refund. We returned at 4pm to 8ta Greenstone at which point we waited for another half hour in store to be seen and finally got the R150 refund and was assured everything was sorted out.<br /> <br />We got home at around 6pm.</p> <p>To add to this I am still receiving emails today from you congratulating me for a new phone contract etc. I DON'T HAVE A NEW PHONE CONTRACT!!!!! And explaining how my new emailed billing will work I DON'T HAVE NEW EMAILED BILLING AS I'VE BEEN BILLED BY YOU FOR 2 YEARS ALREADY!!!<br /> <br />2. Data depletion:<br />As I missed half a day of work on Friday 19 August, I needed to catch up on Saturday morning only to find that my 50GB of contracted LTE data have been depleted. This was and is impossible as I hardly use 10GB of data a month. I immediately contacted 180 and spoke to a man who advised that according to his system 20GB of data was used up on Friday 19 August (when I spent most of the day at Telkom 8ta Greenstone and weren't even home) and a further 10GB either the day before or that morning before I phoned. I explained to him that it is absolutely impossible for this data to have been used let alone used up. He said he would log a case and go from there. Case number as above. He advised that it would take up to 72 hours to hear back and I expressed my frustration and anger as I would be unable to work on Monday then as I work virtually. He explained there was nothing else he could do.</p> <p><br />On Monday morning 22 August I phoned 180 again and asked if there was any further news regarding this issue as I need my data back. Goodness I pay a fortune for the data as it is every month and I most certainly do not use even 10GB per month and now I need to top it up also. She advised I would need to wait for the team that is investigating this to call me back by Wednesday. I had no choice but to buy 3GB of data to ensure I get to Wednesday would undoubtedly my 30GB of data that was taken from me would be returned as there is definitely a fault. This cost me R199 and I advised that I will be claiming this back from them for damages as the data taken from me was an error. This data will soon run out and I will be forced to buy even more data that should never been taken from me in the first place AS I NEVER USED IT!!!!!!!!</p> <p><br />However yesterday morning Tuesday 23 August, I received a very stupid sms that literally says the following: 'Case ********** 9 on our records indicates no unusual data depletion. Mail TM-SOC telkom.co.za should you require usage report. Regards TM-SOC'. I went on the site address to find the information on the report and there was no information to find. There was no email address to send a request to for this data.</p> <p><br />There is no way at all that this is correct. I contacted the 180 number immediately for further assistance and spoke to a call centre staff member who just repeated what the sms told me. I asked her to please put me through the the person who decided that the data depletion was not unusual. She told me she doesn't have a number for them. I asked her if she could give me the address of the department that made this decision so I could drive there now and resolve the issue. She said she didn't have an address for the department either as they only send emails to that team. I asked if there was anyone else there that could give me this information or someone who could help, she said no. I asked if there is a Manager I could speak to that could help me and she asked me to hold on so she could check if there was someone available. She came back after a little while and advised the Supervisor is just on the phone with an escalation and would call me back once done. I asked her to advise her supervisor that if I don't get a call today to resolve this I will be logging a case with the Ombudsman.</p> <p>This is now 24 August 12:56 and still I have not heard from this Supervisor/Manager and I'm not surprised. This is the level of customer service that I have come to expect from Telkom over my 2 years of experience with you. I googled head office and found a number ********** 911 which I tried and only got back to the same old options you get when phoning 180. I got through to a call centre staff member and I asked to be put through to the complaints department. She then said she would put me through but only put me back on the loop to go through the options again. I got through to another call centre staff member who kindly finally gave me a contact email for the complaints department ********** whom I believe don't take telephone calls. Interesting as Telkom is initially a telephone service provider. Not shockingly at this point at all - but I got a message that this email address does not exist.</p> <p>Furthermore, I tried to get access to my internet data usage information so that I can use this information in an investigation for legal proceedings and again was unable to get access.</p> <p> </p> <p>Resolving this case:<br />I urgently need my data issue to be resolved. The depletion of the data is without a doubt faulty. This can clearly be seen with comparing my data usage since taking out this contract earlier this year (January/February I believe).<br /> <br />I need the 20-30GB returned to my data with immediate effect and the R199 worth of data that I have had to pay for since Monday refunded to me or taken off of my bill.</p>