Worst Service Award of 2016 - Telkom

<p>Good day all my name is Angelo Boswell based in Cape Town today I would like to address some issues I have had with Telkom for the last 4 months. Firstly, I requested a line to be transferred to a new location and according to the Telkom website and Telkom agents the line could be installed there.</p> <p>Then after being disconnected and waiting two months for the line to be installed I get a call to advise me that the area does not have the infrastructure for the installation. This was quite strange for me as I can physically see the Telkom lines running across the roads from my doorstep.</p> <p>Anyway I then asked Telkom to cancel the transfer and move the line back to the previous address and keep the same SLA as before. I thought that this would solve the problem as it is a very simple request “a no brainer”, however after waiting for another month to reactivate the line that was working perfect previously Telkom advises me that we would have to cancel the service and make a new application which was confusing again as the original service was never cancelled to begin with.</p> <p>So after wasting about R200 airtime calling and physically going into the Canal Walk and N1 City branch. Finally, the line was restored. Happy days !!! NO!</p> <p>After my first monthly bill for the Landline rental from Telkom I discovered they have added a service known as Fast DSL which I never ordered from them as my service provider for ADSL Line rental is Axxess. I then called the office for the last 3 months trying once again to cancel this “Fast DSL” service added to my account without my permission. The agents at Telkom advised me that that it would be sorted at the end of last month and I would be refunded for all the months I have been paying for the service I have not requested.</p> <p>Then I received the new bill and again I see “Fast DSL” added to the account? ***? My question then was who is the people is in control of Telkom as they are actually *****ing money from people freely. Then Friday 18th Nov 2016 I called again to ask them to please remove the Fast DSL service from the account the agents I spoke to was Samkelisi Zungu (Billing department), Nombula Dlamini(Sales Department), Thabo Nzama (Sales Department) and Linda Nkutha was the original person who added the Fast DSL to the account according to their system. At this time after speaking to all the agent’s no one could really help me I had a massive headache I had to buy some medication as I was physically left in a state of note.</p> <p>I was then told that I would have to complete a Cancellation form to cancel the Fast DSL service which was never ordered. Which again was confusing because one cannot cancel something you never ordered – it’s like going to a restaurant the waiter brings you food and when you say “excuse me I did not order that” he puts it down and says “well it’s here now, so it’s your responsibility to cancel it”.</p> <p>Anyways I go ahead and complete the cancellation form on Monday 21st Nov 2016 and send it to ********** and to ********** as this was the agent I was dealing with. Then Monday evening after returning from work I discover that the Analogue and ADSL lines were disconnected. *** again after all the **** I have been through I am back at to stage one.</p> <p>So then on Tuesday 22nd Nov 2016 I called Telkom again and after another 30min conversation I with Lauren Benjerman (Very good customer service). She put me through to another department and I then spoke to Lebo Sefora who logged a fault for me (Ref 37CWK221116) and advised that there is a problem on the line and they have to send a technician out to assist.</p> <p>Then the technician arrived I explained the situation but he still continued to open up all the points even when I advised him that there is nothing wrong at home the problem is elsewhere. After checking out everything he realises that I was right and he goes to the point and then contacts the exchange.</p> <p>Now it becomes interesting. My mom need the phone line at home as she is over 60 and she does not know how to use cellphones, I need the internet as I do online studying so. We pay Telkom for the line rental for my mother so we can communicate see I am looking after her as she is not well. I have axxess as my ADSL Line rental service provider for my ADSL line.</p> <p>So Telkom cut the cable to my mom’s house and cancelled my ADSL line rental from Axxess without any reason or permission. *** again.</p> <p>So after the technician left I called Axxess and spoke to Zandile Manjezi who advised me she would speak to a manager sort out the issue and give me feedback. I waited but no feedback, I then called and the agent that answered advised me that Telkom cancelled my ADSL line and I would have to apply for a new one with Axxess and it could take up to 30 days to be approved *** again? How can Telkom cancel a service on my behalf who are these people? They really do whatever they like. I have never ever experienced so many issues with any other organisation. The award for worst customer service in history must go to Telkom for perusing this level of poor service delivery consistently.</p> <p>Then a miracle happened round about 10am my phone and internet started working I hope it stays this way and I want to find out if I can claim for all the expenses incurred from the poor service experienced at Telkom.</p> <p>Please take note that it was never my intention to make an example of Telkom for their poor service but really I have had enough and I hope that no one else will have such an experience as I had.</p> <p>The company really need to look at management or lack of management as this is a key function which is not being met. If it was not for Telkom providing the infrastructure they would have been out of business – Fibre is Coming Telkom MUST FALL. Hahahaha.</p> <p>Regards,</p> <p>Angelo Boswell</p>