Cancellation gone wrong

<p>To Telkom and fellow customers,</p> <p>I am extremely frustrated with the lack of service received from Telkom regarding my Uncapped ADSL line cancellation. I have a hearing impairment, thus am unable to use the phone. My wife however went through the call-centre and managed to get a form to complete and an email from a Sinethemba Ngcobo from which to send my cancellation request. I subsequently submitted my request for a cancellation on the 5th October. About a week and a half later, I was not getting any internet signal at home. I presumed that my cancellation request went through. I was debited on the 5th November and presumed that this was my last debit. I received a full billing for November and then proceeded to Hillcrest Telkom branch and spoke to a Busi Ndlovu. She managed to get a lady named Kaylene Pillay to contact my wife. She said that she would cancel the contract (date 22nd November) and back-date it to the 5th October. All I had to do was wait for the debit to come through on the 5th Dec, send her proof of payment and she will sort out the rest with Accounts. So I was billed in full for November and the debit came off 5th Dec. I emailed her the proof on Monday 5th Dec, and finally received a response on the 9th Dec. I had to explain my predicament all over again, as she didn't seem to remember or read the connecting emails. She said she would log a call with Billings. I asked for a call reference number and the person dealing with the account. However, no details were supp****. She said that the cancellation was only effective from 22nd Nov and that the credit would appear on my statement. She said that there might be an early cancellation fee. I asked her to prove to me why I should get such a penalty as I was assured by Telkom representatives that one of the advantages of having ADSL is the month-to-month benefit of cancelling and not being "tied down" by a contract. I asked for some legal material stating this stipulation about the cancellation fee as I can't seem to find it anywhere. Since then, I have been promptly ignored. I don't even have a call reference number as none were given, not even on request. I have since received a billing for December (to be debited 5th Jan). The credit reflects but only for 22nd Nov-5th Dec and there was a cancellation fee of R684.08. Thus I have to pay more money for a service I have not used since mid-October.</p> <p> </p> <p>The reason for the cancellation was that I moved house and the new property already had an ADSL line on a different account. I have since moved 28th Oct 2016 and have not had access to this line. 5th October surely must be an early enough time to send for cancellation and to obtain a response? I have kept record of all the emails, thus have proof and have the automatically generated receipt of my cancellation from the Telkom server. I understand that it may take up to 21 working days to process the cancellation, but to have me follow up all over again because "someone didn't do their job?" That is not my problem. Can someone from Telkom please tend to this matter urgently as I will unfortunately have to cancel my debit order and leave the remaining amount outstanding?</p> <p>Kind regards</p> <p>Mark</p>