Hello,
I requested the relocation of my home phone and broadband service for the first time on 1 August 2018. The phone number is 0653361474. Was told over the phone that I will get a call back in the next couple of days.
Received no contact so I called back a few days later to check the progress and was told that there is some trouble with the system due to which they are unable to check, they cannot call me back with an update and I will have to call you back later.
Called back again on 7 August 2018, waited on the phone for an hour to be cut off. Called back again and waited for another hour just to find out that there is no record of the conversation!! My request was taken and I received an order number - 277600275A. I was told I will get a call from the tech to book an appointment.
Another week went by and I received NO contact from telkom so I decided to call back. This time wait was 40 mins, the lady who answered the phone this time said she doesn’t know what’s happening on the system and will speak to a manager for help, she came back saying that she will raise a case with the "IT team" and they will call me. Now you don’t need to be and expert in telecommunications to guess that she had no understanding of the issue, so I decided to call back.
A nice lady answered, this lady however knew what she talking and said informed that the order is incomplete and needs to be completed by the person who originally placed the order and she will email that person, said I can follow up after a few days.
Today I called again spoke to 2 different people and both of them had no solid answer as to why I have still not received a call back from that team.
I am still paying for the service. I have to use my mobile broadband to stay connected which costs me extra, and over and above it costed me a fortune calling your customer services number where I was put on hold for endless hours and then cut-off.
And please don’t tell me to use the chat service, whatever I select, I either get the billing department or tech support and both team replies back with the standard template "Please call our sales team". The call back option online doesn't help your agents don’t want to answer those “call back” calls. Every time I request a call back my phone rings, I answer the call, I can hear people laughing and talking in the background and then I am cut-off.
The time frame given to me was 7-14 days and it’s already way beyond that. I don’t live in an outlying area I live in a suburb named "Athlone" which is in Cape Town. I don’t understand what’s taking so long to connect a basic home phone and ADSL connection.
So tell me now, how are you going to help me to resolve this issue??
Case/order number 277600275A
