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Member
Posts: 1

Poor service

I logged the following dispute on the 27th of September 2016 and so far this is all i can get out of Telkom.

 

Please see the above subjected case number for your upgrade error and data usage for the two contract subscriptions which you have initally done an upgrade on the 5GB plan (No.0814096278) but however were provisoned with another plan of 10GB (No.0815562350)

  

RE: [140363928]Re: [0][135501980]RE: Case number: 19636914 (New Case No.19937436)

Good day Steven

Thank you for your email,

I do apologize for the inconvenience caused, please note  that you will be contacted once your case has been resolved.

Kind regards

Zinhle Magudulela

Telkom Mobile Customer Service

 

Sent: 01 February 2017 06:54:00 AM (GMT+2)
To: 180@telkom.co.za
Subject: Re: [0][135501980]RE: Case number: 19636914 (New Case No.19937436)

Morning

Please advise of the progress on the following case numbers

As per your last email, I called 081128, 10213 and 081180 and no-one is able to help me. All I am told is Bianca is handling the case.

Steven

 

From: Mobile Customer Service <180@telkom.co.za>
Sent: 12 January 2017 04:41 AM
Subject: [0][135501980]RE: Case number: 19636914 (New Case No.19937436)

 

Good day Steven,

Thank you for contacting Telkom.

With regards to your case the back office has stated we await feedback from the sales department.

To follow up with your query, kindly contact 10213 for direct feedback.

 

Haleem Johnson

Representative – Customer Service

 

From: Simangele Thembisile Vilakazi (ST) [mailto:VilakaST@telkom.co.za]
Sent: 12 January 2017 06:32:00 AM (GMT+2)
To: DeloB@telkom.co.za
Subject: RE: Case number: 19636914 (New Case No.19937436)

Good Morning,

Please assist with the above subjected new case number if feedback has been provided from the sales department or not as per your last notes on the case that you are awaiting feeback.

Regards,

 

Thembisile Vilakazi

Customer_Service_Representative

Email: VilakAST@telkom.co.za


Sent: 11 January 2017 11:35 AM
To: Simangele Thembisile Vilakazi (ST); Boitumelo Jeanette Rantlhane (BJ); Mobile Customer Service; Phumla Mteto (P); Boitumelo Jeanette Rantlhane (BJ)
Subject: Re: Case number: 19636914 (New Case No.19937436)

Good Morning, 

 

I received the following on the 30/12/2106

 

Dear Valued Customer,

Your case no 19937436 @ Telkom Mobile is resolved.Please call 081180 for further information

Regards, 
Telkom | Business Connexion

 

My issues have not been resolved, my cash has not been refunded and the modem has not been collected, how can the case be close?

I tried returning the modem as instructed by one of your agents, to the telkom store in Northgate and they said that they are not allow to take it.

 

Please advise on the current status of this case.

 

Regards

Steven

 

From: Simangele Thembisile Vilakazi (ST) <VilakaST@telkom.co.za>
Sent: 06 December 2016 04:53 AM
Subject: RE: Case number: 19636914 (New Case No.19937436)

 

Good Morning,

 Your case is still being attended to.

 Regards,

 Thembisile Vilakazi

CSR-Customer Service Rep

VilakAST@telkom.co.za

 

Sent: 05 December 2016 10:53 AM
To: Simangele Thembisile Vilakazi (ST)
Subject: Re: Case number: 19636914 (New Case No.19937436)

Good Morning, 

 

When can I expect someone to contact me with regards to the new case number?

Regards

Steven

 

From: Simangele Thembisile Vilakazi (ST) <VilakaST@telkom.co.za>
Sent: 27 November 2016 06:37 AM
To:  Boitumelo Jeanette Rantlhane (BJ); Phumla Mteto (P); Mobile Customer Service
Subject: RE: Case number: 19636914 (New Case No.19937436)

Good Monrning,

 

Hope this mail finds you well.

As per the above subjected case number unfortunately it has been closed due to that they have been trying to get ahold of you but it seems that the number is incorrect (), i have relogged the case with a new case no. 19937436 and your correct contact number which is 

Many apologies for the inconvenience!!

Regards,

Thembisile Vilakazi

CSR-Customer Service Rep

VilakAST@telkom.co.za

 

Sent: 25 November 2016 07:33 AM
To: Boitumelo Jeanette Rantlhane (BJ); Simangele Thembisile Vilakazi (ST); Phumla Mteto (P); Mobile Customer Service
Subject: Case number: 19636914

Good Morning

Please advise on the progress of my case, it was logged on the 27th of September 2016, I have spent over 5 hours on my cell phone, at my own cost, trying to sort this issue out.

Can a competent member from the correct Telkom department please contact me.

Steven

 

From: Boitumelo Jeanette Rantlhane (BJ) <RantlhBJ@telkom.co.za>

Sent: 31 October 2016 02:37 PM
Subject: cancellation

 

Good day.

Hope this mail finds you well.

 

Kindly please be advised that I have sent an email so that the device will be collected from you and I will be able to cancel the contract once I have the confirmation that the device was collected.

After the contract has been cancelled it will then be sent to billing to refund you the mone

 

Regards

Phumla Mteto

 

Customer Service Representative

Email: 

Dear Valued Customer,

Your case no 19937436 @ Telkom Mobile is resolved.Please call 081180 for further information

Regards, 
Telkom | Business Connexion

 

From: Phumla Mteto (P)
Sent: 31 October 2016 04:05 PM
To: Boitumelo Jeanette Rantlhane (BJ)
Cc: Lungelo Zikhali (L)
Subject: case follow up: 19636914

Good Day Boitumelo

 

Kindly assist with the below customer, as the customer is awaiting feedback regarding the

case as he would like the refund arranged as he is still charged for a service he is not using.

The customer would like a call back as soon as possible.

The incorrect number was used to call for the customer.

Closed By: rantlhbj
Summary: 3rd Attempt
Outcome:customer is unreachable

case number: 19636914

Regards

Phumla Mteto

Customer Service Representative

Email: mtetop@telkom.co.za

 

Sent: 11 October 2016 08:23:00 AM (GMT+2)
To: 180@telkom.co.za
Subject: Re: [0][114926313]Re: [0][112338570]Complaints

When do you think this happen and will the refund be discussed by the telkom cancellation agent

 

From: Mobile Customer Service <180@telkom.co.za>
Sent: 11 October 2016 06:11 AM
Subject: [0][114926313]Re: [0][112338570]Complaints

Good day Steven

Thank you for your email.

Please note that you cancellation request was attended and is in a final department to be cancelled.

A Telkom cancellation agent will call you anytime from now to confirm your cancellation.

Thank you.

Kind Regards

Mduduzi Ndlovu

 

 

Sent: Tuesday, October 11, 2016 7:58:00 AM (GMT+2)
To: 180@telkom.co.za
Subject: Re: [0][112338570]Complaints
Attachments: <image001.jpg@01D21A20.03EA0630>

Morning

 

I still have not heard anything with regards to this case no. or any of my previous phone calls and my web dispute!

Please advise

 

Kind Regards

Steven

 

From: Mobile Customer Service <180@telkom.co.za>
Sent: 29 September 2016 05:06 AM
Subject: [0][112338570]Complaints

 

Good Morning Steven,

Thank you for the email.

Please be advised that the case is still being escalated and you will be called once the case has been sorted.

Regards

Tiisetso Lekgoathi

Telkom Mobile Customer Service

 

 

Good Morning,

Hope this mail find you well.

Please see the above subjected case number for your upgrade error and data usage for the two contract subscriptions which you have initally done an upgrade on the 5GB plan (No.0814096278) but however were provisoned with another plan of 10GB (No.0815562350). Your case is being attended to and will be contacted by your case handler for feedback.

Regards,

Thembisile Vilakazi

CSR-Customer Service Rep

VilakAST@telkom.co.za

Telkom

 

From: No-Reply Mailbox [mailto:No-Reply@telkom.co.za]
Sent: 29 September 2016 07:01:00 AM (GMT+2)
To: 180@telkom.co.za
Subject: Complaints

Good day,
The following question was asked:

I logged a dispute on the 27th of September and called twice about the same issue with regards to my previous contract not being cancelled. The last agent was meant to send me an email with regards to the query. As per all correspondence with Telkom nothing has happened. Ref No. 19636914

Moderator Moderator
Moderator
Posts: 819

Re: Poor service

Hi @Fully, sorry for the frustration. Our Community is a place for Peer 2 Peer support amongst our members, and not for Service queries as we are not manned for that. Please continue to use our Service Channels to follow up on this.

 

How To get Help

 

 

 

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CV
Member
Posts: 1

Re: Poor service

How do I start a new topic on Telkom's poor service.

 

I am really frustrated by the incompetence and if they suspend my line once more I am going to crack.

 

Dealing with the callcentre is like trying to find water in the desert.

 

I have really given up hope and would like to revert to as many social media platforms as possible

Moderator Moderator
Moderator
Posts: 819

Re: Poor service

Hi @CV, Please head over to our 'Welcome & Guides' board and familiarise yourself with our Guidelines. For quick reference, here is a post that might explain What our Community is and is not.  Here you will also find useful links to all of our Service Channels where you can report your issue. I suggest using our Facebook or Twitter channels.

 

 

 

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