COMPLAINT RE TELKOM INEFFICIENCY

I am trying to assist my pensioner mother regarding the cancellation of her fixed line phone service with number ********** 238. My mother, Mrs D Richards, called in at Telkom Walmer Park on 26.2.19 and completed a Consumer Contract and Service Cancellation/Retention Request Form giving notice to cancel her service with effect from 28.02.19. A copy thereof is attached.

It would however appear that the cancellation has not been actioned as she has since received an account, dated 5.5.19, whereon there are brought forward amounts and late payment interest for the period 4 May to 3 June, a copy whereof is attached hereto.

On 6 April, my mother again called at the Telkom branch, advising that her service had not yet been terminated and when she requested immediate termination in the circumstances where the telephone line appeared to still be active, notwithstanding that she has not been utilising the phone for outgoing calls. The customer service representative undertook to attend to the issue immediately, however notwithstanding these follow ups, there is still an outstanding account and the service is still active. My mother was advised to go online and do a cancellation online. I attempted to do this yesterday, however it cannot be done retrospectively notwithstanding the fact that the service was in fact cancelled on 26.2.19. I attach a copy of the online reference/s and ask that a representative attend to this immediately.

I furthermore contacted Telkom in order to explain the situation and request immediate rectification, but to no avail as your representatives advise that the only record of termination request is as per the online cancellation and which does not address the incorrect billing. I was advised that a further telephone call would be required at the end of June in order to request a credit being passed. This is entirely unsatisfactory and I request that a superior person contact me in order to resolve this issue.