Brand's performance
6.8
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
8.3%
Average Response Time
1.7%
Solution Rate
8.3%
Average Ratings
10%
Customer Retention Rate
0%
Category ranking
Telkom SA SOC Limited
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Telkom - Paid up letter

Resolved
1/10
Jikita
Jikita filed the complaint
21 June 2021
I have paid up my account and last week I asked for a paid up letter. The call center agent I spoke to the first time advised me that I will get in in 24-48 hours. I called again on the 18th and the agent then advised me she will email it to me. I still haven’t got it. Today is the 21st June and I called twice… the first agent then advised me that the information they told me was wrong the turn around time is actually 7-21 days.. we got cut off. I called back and spoke to another agent, she then said the TAT is 7 working days. What is happening?? All I need is a paid up letter urgently. Can someone please just urgently assist. Why should this be so hard to “generate”. The system already reflects it as paid so why in the world wait 21 days? This is ridiculous!!
This complaint has a private attachment.
Incident date: 21 June 2021
Jikita
Jikita rated the brand
24 June 2021

They should strongly invest in their call center agents QA. Everyone has different answers to the same query. They seriously need to focus on their QA as they’re working with public and it frustrates us.

This complaint was considered resolved.
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