1 reviews | Active since Jul 2016
Contract cancellation
<p>I had an LTE contract which worked perfectly well when i resided in a covered area, however 3 months ago i moved to an area with no LTE converage meaning that i was paying the same amount for a service that i was not receving. i proceded to complete the necessary forms and submitted it to the retention department and that is where the issues started.</p> <p> </p> <p>1. 1st of all, it took the retention dept almost 4 weeks to acknowledge my request and provded me with a reference number ( ********** 8) - 13May.</p> <p>2. Turn around time for a consultant to contact me ater the reference number has been generated in 21 working days, by the way to date no one has attempted to call me.</p> <p>3. I the phone customer services, i was informed it can take up to 30 working days, so i waited for the maximum days to elapse before phoning again</p> <p>4. Phoned again, the lady informed me she understands my frustration and will record a note that this issue requires urgent attention and promised me someone will call me within a week</p> <p>5. The week was over, guess what NO call!!! Followed up again only to find out that the call has "APPARENTLY" been logged incorrectly (how difficult is it to log a cancellation call??), he corrected it as well as sending an email directly to the consultants dealing with cancellations to call me urgently.</p> <p>6. No one phones me to date, last week followed up again, got the same response, "i will send an urgent email....blah, blah, blah etc. even indicating that the SLA is 21 days after which i reminded her that i am now standing at 40 working days - double the SLA agreement!</p> <p> </p> <p>So no surprise here that when my cellphone contract came up for renewal i will not extend the contract but will rather look for a service provider that actually does provide a service, i have 3 seperate contracts with telkom and gues what, i will wait for each one to end so that i can get away from telkom as far as possible. Poorer service i have never experienced in my life before!!!</p>
As per the following section from the Telkom terms and conditions i have not yet received the cancellation fees that i requested in May.
Where an Individual Consumer has concluded a Fixed Term Agreement, the Individual Consumer will have the right to terminate the Fixed Term Agreement, for no particular reason or cause, at any time, provided the Consumer gives Telkom Mobile at least Twenty (20) Business days written notice of its election to terminate the Agreement, WHICH TERMINATION WILL BE SUBJECT TO PAYMENT OF A REASONABLE CANCELLATION FEE, WHICH WILL BE DETERMINED AND CALCULATED BY Telkom Mobile AT THE TIME WHEN THE NOTICE TO TERMINATE IS GIVEN BY THE CONSUMER, USING THE GUIDELINES SET OUT UNDER SECTION 14 AND REGULATION 5(2) OF THE CPA.
4.2.2 Should the Individual Consumer elect to terminate the Agreement earlier than anticipated, as envisaged and permitted under clause 4.2.1, i.e. before the expiration of the initial period, then on receipt of the termination notice, Telkom Mobile will advise the Individual Consumer within 15 (fifteen) Business days of receipt of the termination notice of the amounts which are still owed to it, namely all the arrears amounts owing to Telkom Mobile in terms of the Agreement up to date of termination; and the cancellation fee, as determined by Telkom Mobile as per the provisions of clause 4.2.1.
I will now take this matter to the CPA as i have been billed 3 months for a service i cannot use! Everytime it is a different excuse. if i do not receive a phone call, providing me ONLY with the cancellation fees to pay on my LTE contract then i will start reversing the debit orders every month.
This service is completely unacceptable. Please also note that i DO NOT want to renew my cellphone cotract which expires end of August. i already gave this notice but with everything falling through the cracks at Telkom i better make sure i state it here as well!
As per the following section from the Telkom terms and conditions i have not yet received the cancellation fees that i requested in May.
Where an Individual Consumer has concluded a Fixed Term Agreement, the Individual Consumer will have the right to terminate the Fixed Term Agreement, for no particular reason or cause, at any time, provided the Consumer gives Telkom Mobile at least Twenty (20) Business days written notice of its election to terminate the Agreement, WHICH TERMINATION WILL BE SUBJECT TO PAYMENT OF A REASONABLE CANCELLATION FEE, WHICH WILL BE DETERMINED AND CALCULATED BY Telkom Mobile AT THE TIME WHEN THE NOTICE TO TERMINATE IS GIVEN BY THE CONSUMER, USING THE GUIDELINES SET OUT UNDER SECTION 14 AND REGULATION 5(2) OF THE CPA.
4.2.2 Should the Individual Consumer elect to terminate the Agreement earlier than anticipated, as envisaged and permitted under clause 4.2.1, i.e. before the expiration of the initial period, then on receipt of the termination notice, Telkom Mobile will advise the Individual Consumer within 15 (fifteen) Business days of receipt of the termination notice of the amounts which are still owed to it, namely all the arrears amounts owing to Telkom Mobile in terms of the Agreement up to date of termination; and the cancellation fee, as determined by Telkom Mobile as per the provisions of clause 4.2.1.
I will now take this matter to the CPA as i have been billed 3 months for a service i cannot use! Everytime it is a different excuse. if i do not receive a phone call, providing me ONLY with the cancellation fees to pay on my LTE contract then i will start reversing the debit orders every month.
This service is completely unacceptable. Please also note that i DO NOT want to renew my cellphone cotract which expires end of August. i already gave this notice but with everything falling through the cracks at Telkom i better make sure i state it here as well!