You have no consideration of your customers at All and your service flubbergasts at all times.

Dear Telkom

I am writing to formally lodge a complaint regarding the mishandling of my Telkom account following a contract upgrade. While the initial upgrade was suitable for my needs and agreed upon, a mistake made by the Telkom consultant handling the process has resulted in the wrongful suspension of my service.

Today I spent over 5 hours trying to resolve this matter through your call centre, without success. I also reached out via X (Twitter) where I was promised a prompt response, which never materialised. When I eventually managed to get through telephonically, I was passed between multiple departments, billing, sales, and customer care with no accountability or ownership of the issue.

Eventually, a representative from billing explained the root of the problem, which lay in the sales department. I was then transferred to Ms. Michaela Naidoo in Sales, who was courteous and attentive. However, despite her efforts, her manager was reportedly unavailable due to ongoing meetings and, as per your processes, she was unable to escalate the matter beyond sending an email.

I was further advised to escalate via email, which I did, and although I received a quicker-than-expected response, the resolution process remains unnecessarily delayed. My case eventually landed on the desk of Ms. Zandile Madonsela in Customer Care, who was thorough in her engagement. Unfortunately, her manager referred the matter back to billing without any investigation, despite the error originating within his/her department.

I must express my disappointment with how this issue has been handled. This was an error caused entirely by Telkom, yet I have been subjected to extreme inconvenience, lack of urgency, and an absence of accountability across your departments. Instead of collaboration and solution oriented action, I have experienced being sent from pillar to post, with agents relying solely on rigid processes and citing the unavailability of their managers.

The lack of immediate corrective action has left me without access to the services I pay for, severely disrupting my daily activities. It is unacceptable that a paying customer must endure such inefficiency, poor communication, and disregard for the inconvenience caused by Telkom’s own internal error.

I therefore request the following: 1. Immediate reinstatement of my service without further delays. 2. An expedited investigation into the error that caused this situation. 3. Written confirmation of corrective action taken, and assurance that such inefficiencies will not recur. 4. Compensation or credit for the period in which I was deprived of the service due to no fault of my own.

I trust this matter will be given the urgency it deserves. Should I not receive a satisfactory resolution, I will have no choice but to escalate this matter further to the relevant consumer protection bodies.