CANCELLED BUSINESS LINE...AND STILL BEING BILLED!!!!!

Item: Telkom
Rating: 1
Author: G. MASSIMO

Our Johannesburg number was cancelled July 2017 and a new business line for the same business organized for the new premises in KZN with a Direct-a-call and call forwarding service arranged for around R99 for 3 months only. The KZN line became operational as of August 2017. The old Johannesburg line was no longer although TELKOM continued using it as REFERENCE for our monthly billing even though the KZN should have appeared as a reference at the top of the invoice page. Bearing in mind that our initial request was for a line transfer, we thought thst was the reason why. We continued paying for the line (the new KZN one and only line we had) billed via invoices bearing the old number as a reference. In May 2018 we decided to cancel our KZN line and did so in the requested manner CLEARLY STATING THE ONE AND ONLY REFERENCE NUMBER TELKOM EVER USED FOR OUR BILLING (the Johannesburg 011 number) since the KZN number NEVER APPEARED AS A REFERENCE IN THE HEADING OF OUR INVOICES. Upon instructions,Telkom cancelled the the 011 account (that they should have already cancelled from the day the KZN number became operational) and continued billing us for the KZN 039 number. Upon lodging a dispute, instead of getting a manager to contact us and find out where they stuffed up, the got some rude and unclued up woman from collections (clearly biased) BELINDA VYS (021 - ********** ) to try and explain their INEXPLICABLE errors in billing us and allege that we owe the payment for a line we had cancelled and never used (they did disconnect it but they continued billing us). Incidentally, she ridiculously tried to justify the billing of the new line as an additional item added onto our invoice with the old reference. THE NERVE AND INCOMPETENCE OF THIS PERSON is difficult to fathom. In addition to this ridiculous modus operandi through which TELKOM are trying to con us out of over 4k for services they never supp**** and we have never used, The KZN telephone line will clearly shows than no calls were made and that it has been disconnected for months. As for the entire history of this line , we have it all in writing and through dealing with the same person, RIA KALI-DASS a Senior Associate - SMBS Inbound at TELKOM. We now demand that a manager in charge contacts us to resolve this nonsense. We are certainly not going to submit to TELKOM's gross attempt at *****ing over 4K from us caused by their incompetence.

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G. MASSIMO's updateReviewer Update

08 Oct 2018, 12:38

Following your reply email to me on 2nd October, I rep**** and forwarded the below correspondence that clearly shows the admin error on your side.. I have waited for over a week and have received no reply NOR a resolution from your side. Kindly attend to it ASAP. From: Massimo Sent: 03 October 2018 11:54 AM To: 'HelloPeter Telkom' ********** Subject: RE: CANCELLATION OF TELKOM LINE AND INTERNET Good morning Thank you for the prompt reply. Below please find copy of mail acknowledging confirmation of cancellation. All documentation supp**** on cancellation is already in TELKOM’S possession, obviously. Please check your system. My dispute is about TELKOM failing to acknowledge that our cancellation request showed EXACTLY the reference number that shows on your invoices precisely as that: REFERENCE. Your system, after amending the billing details with the 039 681**** reference number, for AUGUST 2017 ONLY, reverted back to the old 011 447**** as of SEPTEMBER 2017 and continued using that REFERENCE number to date. Whether you mention or not the other number on page 2 or 3 or 4 is inconsequential. The REFERENCE NUMBER on the heading which appears in conjunction with the invoice number and date as well as service reference, is what counts! AND that is what we used as a reference to cancel THE WHOLE SERVICE on 31st MAY 2018. The above was clearly TELKOM’S ERROR. Why else would the correct number only show once as a reference and never again thereafter??? Whatever consistent reference number TELKOM chooses to use for invoice purposes will be what we use to refer to in order to cancel. That only stands to reason. If that is what you supply me with as REFERENCE, that is precisely what I expect you to accept as a reference, and what I supp****, upon requesting a cancellation for the line on 31st MAY 2018! Please see below AUG. 17 heading and subsequent SEPT. 17 revert to 011 447**** which you continued using thereafter. Over and above that, the direct a call service was only supposed to be in use for three months, also stated in writing with quotation by Ms Ria Kali-Dass in copy of mail below. Clearly not a whole year. I hope the above clearly shows why we expected the cancellation of service for ********** *** AKA 011 447 1**** to have taken place as of 31st MAY 2018 and charges reversed as of 30 days thereafter. Thank you ************************************************************************************************************************************************* Invoice date 13-Aug-17 Account no ********** 9**** Service ref 039681**** Invoice no 708C ********** P EFT ref no ********** ********** ***** Government code Invoice date 12-Sep-17 Account no ********** 9**** Service ref 011447***8 Invoice no 709C ********** N EFT ref no ********** ********** ***** Government code ************************************************************************************************************************************************** From: Ntsholeng Priscilla Tlhapane (NT) ********** Sent: 08 June 2018 03:02 PM To: jonathan Subject: ( ********** 90)RE: CANCELLATION OF TELKOM LINE AND INTERNET - 011447**** Good Day We regret to see you cancelling your service with Telkom. Please note of the following: Cancellation Order Number: ********** 90A Your cancellation request for the mentioned telephone lines has been processed accordingly. • Cancellation Effective Date: 31/06/2018 • Order backdated: 30/05/2018 Cancellation of Telephone Line: 011447***8 has been done. Kindly note that: • It may take up to 2 months for the billing process to be completed after cancellation • A 30 days’ notice period applies on all service cancellations • Where applicable, refund amount will show as a CREDIT in the invoice reflecting the cancellation adjustments We value your business and trust that you will reconnect your service with us again in future. For more information, please do not hesitate to call us on 10210 (Home) or 10217 (Business) Kindly email ********** should you have any Billing/Acc queries for assistance. Kind regards “Telkom” From: Ria Kali-Dass (R) ********** Sent: 04 August 2017 05:04 PM To: massimo Subject: RE: Hi Ria, been contacted and have promised to install tomorrow morning! Holding thumbs! Good day, You are most welcome. Please send through a copy of the director's ID and the company letterhead. On the letterhead, please add that you are requesting for a Direct-a-Call and all calls need to be forwarded to the 039 number. You can also request for the voicemail service (AVS), if you would prefer this, please add the message you would want for the voicemail. Both, the Direct-a-Call and AVS, are R99 for a period of 3 months. Ria Kali-Dass Senior Associate - SMBS Inbound Tel: 10213 Email: **********

G. MASSIMO's update08 Oct 2018, 12:38

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