I just called Telkom with an account query. My line has been down 3 times in the past three months (July, Aug and Sep), the last time was for 2 weeks!
While there is a credit on my August statement, there is no credit on my September statement. I wanted to query why there was no refund for the fault that happened after the August Invoice date.
It was very frustrating to speak to Selisha, as she seemed to be confused by the multiple reference numbers, and i had to repeat myself multiple times. She insisted that the credit had been given. I explained that I understood that, but as the last fault was dated after the invoice date, how could it be included. The call lasted 25 very frustrating minutes, and when I asked if there was anyone else who could help me, she said no. I asked for a reference number, which she said she couldn't give me. I asked for another number to call, she said please hold, and promptly cut me off. Very poor customer service! Why couldn't she help me?
I then called again and spoke to a very helpful lady (Masego) who escalated my enquiry, gave me a reference number, and understood what i was saying. She saved the day.
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