Yonelwa needs training on BASIC product knowledge

I’m not sure what is going on there at Telkom . These call centre agents working from home are just on holiday and not at work. They are running a circus because tell me why am I on a call for 25 mins with no resolution??? I called to be assisted with cancelling a subscription service which I didn’t sign up for. First agent I spoke to at 09:48 was helpful enough to do it in my behalf as the USSD service couldn’t cancel the service on my side. The call got disconnected and that’s when I got through to the NIGHTMARE AGENT YONELWA. This one honestly needs basic training on telephone etiquette and using the system. Firstly who forces people to give out their ID number? It’s as if they wanna use it for their personal use. 1st agent understood I don’t give out my personal information over the phone and opted for my date of birth and other security questions instead so already I’m frustrated at this basic knowledge she should know!! Then my nightmare began!!!!! Yonelwa not only placed my call on both mute and hold but doesn’t know what in earth she is doing. She comes back to the call and start muttering words I don’t understand and doesn’t even have the decency to thank me for waiting for her to do whatever it was she was doing on the side while I waited for assistance. She’s not audible, she’s unprofessional and couldn’t assist me at all. Well now that she’s back online and no longer wants to do what she paid to do I wait on her to put her manager on the line and I’m now waiting for something that felt like eternity. She gets back to inform me she’s sent he manager an email explaining what I need assistance with?! Mind you that was not even why I requested to speak to her manager to begin with. I’m not surprised she couldn’t understand that from the beginning because listening is not a skill, she spoke over me, she had no curtesy , she just did as she pleased and I WAITED . The only thing she gave me was her managers name who she claimed was “Amanda” but when I asked her to spell out her managers surname she couldn’t, she kept shouting it out as if I worked with her or I am her buddy. To say I’m disappointed is an understatement, I’m actually disgusted by her level of professionalism and her lack of respect for clients. I asked for a simple service and all I got was excuses, a bad service and attitude from this woman. She eventually cut the call because “her PC was giving her issues “ when all she had to do is give me a reference number. What a joke