Telkom not bothered with customer care...
I took out a 10GB + 10GB 24 month LTE Mobile contract with Telkom for R329 p/m. After a couple of months, I received a call from Telkom (on 8 Aug 2016) asking if I would like to migrate to the 20GB + 20GB contract for only R399 p/m. I accepted this offer, and the lady on the other side explained that the call was recorded and it's now a binding contract, which I'm happy with...
So a month later, my migration has not been activated. I phoned Telkom and the customer service agent made a commitment that they will return my call with an answer... This did not happen. Another month goes by and my migration is STILL not activated....
Again I phone Telkom to try and resolve the issue... Telkom now knows of nothing regarding my migration and puts me through to sales where they can (again) process my migration, but now the R399 p/m offer does not exist anymore. I'm not happy with this and nothing gets resolved... I thought I might get some more attention if I complain on Hellopeter.com but even this did not bear any fruit... I received one call from Telkom where they acknowledge my Hello Peter complaint and again promised to call me back with answers... Nothing happened. Telkom does not have any record of my 8 Aug 2016 migration, nor have they any recorded telephone calls...
But then I remembered, all my cell phone calls get recorded using an installed app on my phone... I tried to make contact with Telkom but can't seem to get hold of anybody willing to help... I even tried a second Hello Peter complaint, hoping that they will call me again, so that I can present my evidence of the migration on 8 Aug 2016. The new Hello Peter complaint they just ignored. I made several comments on my first Hello Peter complaint asking them to please give me a call... There's no point in me calling Telkom, as the normal customer care hotline cannot resolve my issue... They ignored this as well, and they just refuse to call me back.
So I tried the Telkom Facebook page... I posted a short message about the poor service I received and then it happened... A private message from the Telkom Facebook page, asking for more details... This excitement was short lived, as the "help" received from the FB page is even worse than the help received from the customer call centre...
I have requested numerous times to be contacted by Telkom and they just refuse to give me a call. I explained that I am in possession of a recording, the VERY clearly states the terms of my migration on 8 Aug 2016. After asking numerous times for an email address to send the recording, they actually supplied me with an email address. I mailed the recording and again nothing happens. After a day or so I asked them about the recording, and received a response that they did not receive it as their servers blocks attached media... So I asked them to sort it out, and to provide me with a private email address if they have to... but they need to listen to this recording.
I mailed the recording and again nothing... EVERY TIME I have to contact Telkom to ask what is going on... They just don't bother to come back to me...
Again, after a day or so I asked Telkom (all this via the Facebook chat) what is going on... Then they asked me for details regarding the recording, as they cannot listen to the recording... Something about the file format... Now this I don't believe as the standard Windows media player has no issue playing this file... And are you telling me that the biggest TELECOMMUNICATIONS Company in South Africa can't even play back a recorder telephone conversation? Are you guys THAT incompetent?? I can't believe this...
Through all these conversations, I keep on asking them for a senior person to please give me a call... They just refuse... I get no feedback, I stopped writing down reference numbers as these does not seem to make a difference... Every time I need to explain my side of the story over and over and over again...
And all this time, it looks like Telkom tries to ignore me, hoping for the problem to go away...
I'm now at a point where I don't know what to do next... I'm actually thinking of dropping my router off at the nearest Telkom store and just cancel my debit order...
I can't take the fact that they just ignore me, even though I have a recording that clearly shows the fault on their side...
I took out a 10GB + 10GB 24 month LTE Mobile contract with Telkom for R329 p/m. After a couple of months, I received a call from Telkom (on 8 Aug 2016) asking if I would like to migrate to the 20GB + 20GB contract for only R399 p/m. I accepted this offer, and the lady on the other side explained that the call was recorded and it's now a binding contract, which I'm happy with...
So a month later, my migration has not been activated. I phoned Telkom and the customer service agent made a commitment that they will return my call with an answer... This did not happen. Another month goes by and my migration is STILL not activated....
Again I phone Telkom to try and resolve the issue... Telkom now knows of nothing regarding my migration and puts me through to sales where they can (again) process my migration, but now the R399 p/m offer does not exist anymore. I'm not happy with this and nothing gets resolved... I thought I might get some more attention if I complain on Hellopeter.com but even this did not bear any fruit... I received one call from Telkom where they acknowledge my Hello Peter complaint and again promised to call me back with answers... Nothing happened. Telkom does not have any record of my 8 Aug 2016 migration, nor have they any recorded telephone calls...
But then I remembered, all my cell phone calls get recorded using an installed app on my phone... I tried to make contact with Telkom but can't seem to get hold of anybody willing to help... I even tried a second Hello Peter complaint, hoping that they will call me again, so that I can present my evidence of the migration on 8 Aug 2016. The new Hello Peter complaint they just ignored. I made several comments on my first Hello Peter complaint asking them to please give me a call... There's no point in me calling Telkom, as the normal customer care hotline cannot resolve my issue... They ignored this as well, and they just refuse to call me back.
So I tried the Telkom Facebook page... I posted a short message about the poor service I received and then it happened... A private message from the Telkom Facebook page, asking for more details... This excitement was short lived, as the "help" received from the FB page is even worse than the help received from the customer call centre...
I have requested numerous times to be contacted by Telkom and they just refuse to give me a call. I explained that I am in possession of a recording, the VERY clearly states the terms of my migration on 8 Aug 2016. After asking numerous times for an email address to send the recording, they actually supplied me with an email address. I mailed the recording and again nothing happens. After a day or so I asked them about the recording, and received a response that they did not receive it as their servers blocks attached media... So I asked them to sort it out, and to provide me with a private email address if they have to... but they need to listen to this recording.
I mailed the recording and again nothing... EVERY TIME I have to contact Telkom to ask what is going on... They just don't bother to come back to me...
Again, after a day or so I asked Telkom (all this via the Facebook chat) what is going on... Then they asked me for details regarding the recording, as they cannot listen to the recording... Something about the file format... Now this I don't believe as the standard Windows media player has no issue playing this file... And are you telling me that the biggest TELECOMMUNICATIONS Company in South Africa can't even play back a recorder telephone conversation? Are you guys THAT incompetent?? I can't believe this...
Through all these conversations, I keep on asking them for a senior person to please give me a call... They just refuse... I get no feedback, I stopped writing down reference numbers as these does not seem to make a difference... Every time I need to explain my side of the story over and over and over again...
And all this time, it looks like Telkom tries to ignore me, hoping for the problem to go away...
I'm now at a point where I don't know what to do next... I'm actually thinking of dropping my router off at the nearest Telkom store and just cancel my debit order...
I can't take the fact that they just ignore me, even though I have a recording that clearly shows the fault on their side...
