Awful service from Telkom

I wanted to cancel my residential line with Telkom, I sent the first email with my documents and form on the 24 December 2017, I got an automatic response email saying they will attend to it within 21 business days. I sent another email on the 16 February 2018 and got an automatic email. I emailed again the 28 February and same thing. I called and spoke to Yondela Mpahlwa who said I must email her. I resent my information and she told me the person who cancelled my line was going to phone me. No one contacted me. I emailed her again as I received a statement in March telling me to make a payment. She told me to go and pay the account as it is and then when my query has been resolved I can call them to request a refund. On the 28 March she emailed me to advise the account has been ceased and all the credit for the reversal of the charges will show on my April invoice. I then questioned the payment and she said according to her system, they received my request by the 24/02/2018 and the line was cancelled 25/03/2018 (30 days notice) so Telkom will only reverse the charges from the 25/03/2018 on wards. I advised that my cancellation email was sent in December and my email was ignored.

I went into a Telkom store to upgrade my contract and was told there is an outstanding amount of R196. The guy at the store asked me to email everything to him and he will email it away and then will provide me with feedback. I received no feedback whatsoever and he didn't respond to any other emails I sent as well.

I then emailed Telkom via the website as I couldn't get through on the telephone. I emailed on the 09 October and got a response from Cebokzi Mvinjelwa on the 12 October who said the account has been cancelled and there is a balance of R193.39 and that is the final balance then he told me once that is sorted then I can go upgrade my contract. I responded to him asking why must I make a payment because the store consultant said the payment was loaded after the account was closed. I requested proof with regards to this outstanding amount, he did not respond to me. I sent another email on the 18 October and still no response.

I then went online to chat to a consultant named Nompumelelo Nok who assisted me very quickly and told me I DO NOT need to make any payment in actual fact I have a credit of R29.81 with Telkom.

This is definitely pathetic service from Telkom, because how was this not dealt with when I sent my email in December, did the consultants just ignore my emails? Up to today I did not receive any email from Telkom, not even an apology as they messed up. My name was damaged because of them, two people couldn't sort out this problem until Nompumelelo who showed great customer service.

Very disappointed in Telkom.