cancelation of Telkom line

Good day,

On 21 October 2020, I requested to cancel my Telkom service (landline and DSL administered via Axxess) and received an email from Telkom confirming that my cancellation request was received (case number: ***6, service number ***). On 22 October 2020, I again confirmed that Telkom received my cancellation request (both telephonically and via email). On the same day, I also phoned Axxess to request service cancellation and received an email confirming that my request for cancellation was received.

Although all parties confirmed that my request for cancellation of service (in October 2020) was received, Telkom still continues to bill me every month for a service I no longer receive. Please see the attached emails.

When I phoned Telkom to complain about this, I was told that Axxess did not cancel my service and I needed to email proof of my claim that Axxess did indeed cancel the service to ***. Seelan Jean-Pierre at Axess confirmed that a ticket for service cancellation was created on 2020-10-31 and that the ConverBack (cancellation) order was submitted to Openserve/Telkom with order number ***A. I emailed proof of this to ***, as requested on 2 December 2020 but received no response. Despite doing all I could, Telkom still kept billing me. On 08 January 2021, I phoned Telkom (again) and was told that my Telkom service is active because Axxes did not cancel it. I (again) told the consultant that Axxess already confirmed (multiple times) that my service was cancelled in October 2020 and Telkom was emailed proof of this. Nevertheless, the consultant (Aphiwe Liwani, ***) claimed that there is no record of Axxess cancelling my service, that she did not know the person I previously spoke to at Telkom, and refused to let me speak to her superior to clear up the matter. Thereafter, I phoned Axxess (again) where they (again) confirmed that my service was cancelled in October of 2020.

This is unacceptable. Axxess DID CANCEL my service in OCTOBER 2020 - Telkom cannot keep denying this FACT! It is clear from social media, Hello Peter and the likes that this type of behaviour is common form Telkom. This is ***** and I will not hesitate to take the issue AS FAR AS POSSIBLE if it is not swiftly resolved. I expect the credit in my account, along with the unauthorised deductions, to be reimbursed in full and await your feedback.

Regards,

Drikus Terburgh ***