Bad Customer Experience

I have recently relocated to Gauteng from the Western Cape. I have requested Telkom electronically (as per the various adverts within the newspapers) to transfer my fiber line from Cape Town to Gauteng on the 21 September 2017 (Please find attached proof, Telkom acknowledgement of receipt). With this deal, I was supposed to receive a free telephone as promised by the adverti*****t and a consultant will be calling me within 48 hours. Please note I am still waiting on this call.

After not receiving any communication I followed this up and was advised that Telkom never receipt the request and was advised by a gentleman that I cannot transfer my line as there is no fiber line within my current residential area. I was advised to cancel that contract and apply for a new ADSL line, which I did. I have logged a fresh call to cancel the line on 09/10/2017 and done this via the cancellation website (please see proof attached). Please note that after 43 calendar days, the line is still not cancelled, after the promise that I will get a call back within 21 days.

I was just advised that Telkom has billed me for two lines, the one that was supposed to be cancelled and the new line. When I spoke to Thabo Nzama (sales department) today (21/11/2017) he said that Telkom has a backlog of cancellations and that my request is still pending. When I ask him when it will be done, he could not commit to a date, my biggest concern is that this could continue for another 12 months, as none of the previous promises by Telkom has been kept, while Telkom is still billing me for two lines. How can I be held liable for inefficiencies within the cancellations / sales department? Please note my exposed risk as someone else has moved into the house. They did not even block the line.

I went as far as to write an email (21/11/2017) to the CEO and a few of his executives, I am still waiting on a response.

When I called today again, I was advised that the line is still active after three months!! No one is Telkom is bale to help. I guess this is a perfect example of bad customer experience, if you want to save yourself this amount of trouble, please reconsider before signing up for their services, I certainly regret it. i will rather pay more at another service provider then to deal with this type of experience.

Really bad.............Same on you Telkom.