After one year and 5 months Telkom has still not cancelled my landline

On 8th October 2016 I submitted the required forms to have my landline terminated as I have changed to fibre and no longer need this service. On the same day I had an email from Telkom confirming receipt of my application indicating that the application will be processed within 21 days.

One year and 5 months later the service has not been terminated. I have records of 20 forms of correspondence by telephone calls to the call centre, numerous emails, visits to the Telkom retail outlet at the Pavilion Shopping centre in Durban, lodging of disputes, escalating queries and raising this on Hello Peter in July 2017 and still have not had the service terminated. In response my my last Hello Peter review I received an apology and a reference Al ********** promising to investigate my complaint. No one contacted me in spite of this.

I stopped paying my account after a while as I was running out of options and still have not had the line cancelled other than the account being suspended for non payment. I am concerned that I will get a bad credit rating for this and it is no fault of my own. To the contrary Telkom needs to pass credit for the months that I have being paying after the service should have been cancelled.

I am at my wits end and cannot talk to anyone senior. I keep getting told that my query is being escalated only to receive no reply. I currently have a reference number ********** 1 that was created on 16th February 2018 however the previous reference ********** 1 from 17th November 2017 has not been finalised.

I am desperate to have this shocking service come to an end but am not hopeful that this will happen.

Regards, Alan Crawford