Complaint- Telkom Mobile. Frustrating. 3 Months now and Contract still not Cancelled and have also Overcharged R1386.

Item: Telkom
Rating: 1
Author: Gerald L

Complaint        : Telkom Mobile. Refusal to Cancel my Contract and Credit me for the Overcharge of R462 p/m  (Gone 3 Months with no resolution)   Cell No: ***   Cancellation Request Number: ***1 (Done in Store - Westwood Mall, Durban on 06th February ’16. Within proper contractual terms)   Case Number    :  ***4 (Lodged later on 06-03-16 due to No Response of Cancellation Request)                          <ol style="list-style-type: decimal; direction: ltr;"> <li style="font-style: normal; font-weight: normal;"> Frustrated with Telkom Mobile. Contract still not cancelled after 3 months of lodging the cancellation in store, in person. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> I lodged the cancellation at the store on the 06th February.  Was told that the cancellation takes 21 days.  To date I have been overcharged R462 x 3 months (1st March, 1st April and 1st May) = R1386. The original contract value was R109,00 p/m. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> The Telkom store says that the National Call Centre is at fault and when you query with the call centre they say that the cancellations department will call me.  For what reason, I do not know, as the cancellation was done by myself in person at the store.  </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> Below are the sequence of events at attempts I have made to cancel and to date I have received no response, neither have I been credited: <ol style="list-style-type: lower-alpha;"> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 02/02/16 – Called Telkom Helpdesk to Cancel Contract. Was last month of my 24 month contract – Spoke to Santo Majola.  Informed me to cancel in store only. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 06/02/16 – Went to the Telkom Mobile Store, Westwood Mall, Durban. Spoke to Casey.  Cancelled the contract – Cancellation No: *** and also took out a new data contract. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 01-03-16 – Was incorrectly billed by Telkom mobile for the cancelled contract. Called the call centre.  Was told to go to the store to resolve matter. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 02-03-16 – Went to the Westwood Mall store.  Spoke to Kyle the store manager who promised to resolve the matter and ensured that I would be credited. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 15-03-16 – Called the store again. Spoke to Casandra.  Still no resolution. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 17-03-16 – Called the store again. Spoke to Daniel.  Still no resolution. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 22-03-16 – Called the store manager Kyle, who promised to contact Telkom retentions department to resolve my problem. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 24-03-16 – Called Daniel and Kyle at the store. No result </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 06-04-16 – Was overcharged again.  Called the Telkom call centre.  Spoke to Lungelo. He took all my details and gave a case number ***4.  Gave my personal cell numSaid that someone will call the next day.  To date, nobody has called. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 26-04-16 – Called Kyle again at the store gave him the cancellation and the case number.  Said he would send a mail to cancellations to resolve the case.  Case still not resolved.  No response from Telkom mobile. </li> <li style="color: #000000; font-family: 'Calibri',sans-serif; font-size: 11pt; font-style: normal; font-weight: normal;"> 03-05-15 – Was overcharge again for May.  Eventually spoke to the Telkom call centre manager Bryce Calin.  He promised that I would get a call from the cancellations department the next day and also confirm that I would receive my credit.  He said that I should email him on <a href="mailto:***">***</a>.  I have mailed him 3 times since and he has also not responded. One comment from a Bryce was that they tried to call me and I did not answer so they decided to continue my contract and bill me R432 a month (original contract was R109).  Telkom never called, I have never received a voicemail, I have never received an sms or never received an email (all of which they have on file). I further gave them two additional numbers to call me and I have still received no response.  </li> </ol> </li> </ol>   My Name is Gerald Louis.  Cell No: ***. Work No: ***.  FRUSTRATED CUSTOMER.

Helpful (0)

Replies (1)

Gerald L's updateReviewer Update

17 May 2016, 09:57

No Response from either Party to date. Telkom mobile is purely ignoring my cancellation request and is still overbilling me.

Gerald L's update17 May 2016, 09:57

Reviewer Update

No Response from either Party to date. Telkom mobile is purely ignoring my cancellation request and is still overbilling me.