Billed after taking every precaution to cancel my account!

On the 14th November I chatted to one of your support staff via chat on your website to ask what the process was to cancel my subscription. I was told that I could do this on the app and asked whether I would be billed for December, your staff member confirmed I would not be billed at all. I asked repeatedly and was assured that I would not be charged. Fast forward to the 1 December and I am billed R399 (my usual bill is R465). After 40 minutes of waiting on the phone I am told that I didn't cancel my line, and this is what I was being charged for. I was furious. After ask time and again that I would not be billed at all during December I am charged R399. Surely, some alarm bells should have been going off for your staff member to inform that not only did I have to cancel my package, but also my line? He should have alerted me that I would still have to pay the fee for the line - but this was not the case or I would have done so right away. No doubt those chats are logged so you can check that on your end. The fact that Telkom has billed you is your problem, not mine. Your staff should be better trained and inform customers exactly what they will be billed for and how to cancel packages in totality.

Further, it’s unbelievable that you are able to chop and change data packages and line speeds on your app but you cannot cancel your line there. I could cancel my data plan, but not my line? Why is that? Are you creating more steps for the customer to get out of your “incredibly simple” month to month contracts? That is unbelievably irritating and quite frankly unfair. On top of this, I see that my data plan is still “pending cancellation”. Doesn’t seem like the left hand knows what the right is doing. This is complete nonsense...

I’ll be spreading the news about the incredibly poor service that I’ve received from you guys, it’s unfortunate, but you leave me no choice. One thing that I have been continually reminded of by your CEO is that you pride yourself on your customer service. Quite frankly the fact that I am being charged after taking so many precautions is abysmal.