Extreme delays and incompetence transferring line to new ISP

1) On 18 September 2017 I sent an email containing a completed form "Consumer Contract and Services Cancellation/Retention Request" to Telkom (email address: to ********** requesting that the ADSL facility on my Telkom line be terminated and the line be put into an Openserve holding pool for transfer to an alternative ISP. - After doing some research I am planning on transferring the line to Axxess, whom advised me to follow this course of action.

2) After not receiving any response from Telkom, by 28 September 2017, re-sent the original email and form to Telkom again, finally receiving an automated response indicating that the request had been received, also indicating additional documentation which will be required.

3) On 2 October 2017 I responded and forwarded the additional required documentation, also receiving an automated response that the email had been received.

4) From the Telkom Android-app installed on my mobile phone, as well as SMS communications from Telkom, I have the reference for this action to be performed: ********** 57A. - This reference is still showing in status "Pending" on the app as at 31 October 2017.

5) On 17 October 2017 I received an SMS from Telkom indicating that they are saddeded by my decision to cancel my ADSL service - indicating a different reference: ********** 39

6) Also on 17 October 2017 I received a call from the retention department of Telkom where they confirmed telephonically that I still wanted to continue with the requested action, which I confirmed in a call of 17 minutes, where they attempted to convince me not to continue with the requested action. - On the same day I received a further call from someone else in the same department, whom appeared not to know about the information confirmed in the first call.

7) On 19 October 2017 (7:51) I received a call from someone at Telkom confirming that I wished to discontinue the ADSL service form my Telkom line, which I confirmed in a 6 minute long call, also indicating the line should be placed into an openserve holding pool. The operator indicated that the line would be discontinued, after which the line stopped working/synchronizing. - On the same day (9:10) I received a further call from the retentions department where the operator indicated that the line had been discontinued, but the line had not been put into a holding pool for transfer to a new ISP. During this call of 4 minutes, I requested that the line be placed into a holding pool, which the operator assured me was in the process of being done and would be complete within the next 5 minutes. - Subsequently the line started working/synchronizing again. - Roughly 15 minutes after receiving the second call on 19 October 2017, I requested the new ISP to request the transfer of the line, after which they confirmed immediately that the line could not be transferred due to a "pending order" on the line. - I subsequently attempted to contact Telkom on 10210 (total time: 3 minutes) to try and determine why there was a pending order on the line and attempt to correct the situation - the operator indicated that she was unable to assist, requesting I call 10213. - I subsequently called Telkom on 10213 (total call time: 16 minutes) to try and determine why there was a pending order on the line and attempt to correct the situation - the operator indicated that the "pending order" was in fact the order for the line to be put into an Openserve holding pool and that he/she could not close the call, despite attempting several times to do so. The advice received was to wait 48-72 hours and try again. - I also attempted to call the retentions department several of the numbers from which I was called, but could not get through to any of these numbers.

8) On Saturday 21 October 2017 I visited the Telkom store in the Centurion Mall and one of the Telkom employees there attempted to assist me to determine what the status is of my request - however, he/she indicated that they could not assist me. - They also confirmed that the transfer into a holding pool was scheduled for Thursday 26 October 2017 - which never realised.

9) On 25 October 2017 (10:03) I received another call from the Telkom retentions department (total call time: over 8 minutes) where it appeared as if the operator was totally unaware of the previous issues. During the call, I had to take a lot of time to inform the operator of all the issues experienced previously, requesting assistance to resolve the situation: The operator assured me that he/she would attempt to resolve the situation and get the line placed into a holding pool ASAP.

10) On 31 October 2017 I received an sms indicating the following: Openserve: Dear client, MR JP DU BUISSON, Openserve on behalf of your Service Provider will send a representative to your premises - @AddressA - to fulfill your service request. We have scheduled your new line installtion/modification for the 2017/11/02 - please note sentation when the technician calls at your premises. Please reply @Yes if all of the above is correct or @No if the above mentioned is incorrect. This is a/an All day appointment. Please ensure that you have your original ID document and/or letterhead and a certified photocopy thereof ready for pre

******************************************** *** There are several issues with this : *** ******************************************** A) There is no way in which I can be present at the premises ALL DAY - I have other commitments and responsibilities at my place of work for the company which employs me. Any other business would make an appointment at a set time. B) Why does anyone need to be at the premises to perform an action which merely requires a change/switch at the exchange - this is totally unnecessary and can be done at my work place. C) I already sent a copy of my ID document as per point 3 above on 2 October 2017 D) If I have the original, there is no need for a certified copy of my ID - this is preposterous, the representative can make a copy (electronically should also be feasible) and certify it personally. ******************************************** - I have not yet responded to this sms as yet.

The above is, to the best of my ability, a recollection of all actions relevant to this request of mine.