ABSOLUTELY NO CUSTOMER SERVICE

Dear Telkom,

I am beyond frustrated with your appalling service and complete disregard for your customers. Let me make this very clear.

In March, I phoned Telkom to request the settlement amount for my two contracts (numbers *** and ***) and to terminate both contracts. I was given a settlement figure, paid it, and was told the cancellation process would be initiated. I heard nothing further and assumed the matter was resolved.

Then, in July, I received an account stating a debit order for R115.12 would go off. On 21 July, I phoned and explained the entire situation. The agent admitted that the person I originally spoke to never submitted the cancellation. She assured me that the matter would be investigated, the call recording reviewed, and I would be contacted within 24 hours. None of that happened. Reference numbers for that call: ***A and ***A.

Today, I receive a statement that a debit order for R670.33 will go off. I again called Telkom, was left holding for over 30 minutes, and was then transferred to cancellations — despite already selecting the cancellations option at the start of the call. This is unacceptable.

I am demanding that:

Both contracts are cancelled immediately.

No further amounts are billed or debited from my account.

A written confirmation of cancellation is sent to me within 48 hours.

I have fulfilled my obligations, paid the amount you gave me in March, and I will not be paying you a cent more for your internal incompetence and failure to process cancellations.

Should this matter not be resolved immediately, I will escalate it to ICASA and the Consumer Protection Ombud without further notice.

Regards, Simone van Niekerk