Failed to cancel contract after notice period

I am extremely frustrated with Telkom’s handling of my account.

I submitted my cancellation notice in December 2025, as required. The contract was therefore supposed to end in January 2026 after the notice period. However, Telkom failed to process the cancellation.

Because of Telkom’s failure to cancel the service, I was billed in February and now again in March. When I contacted Telkom about this, they advised that they cannot credit or refund the charges because there is usage on the account.

This explanation makes no sense. When I checked my MyTelkom app, it clearly shows that:

The March data allocation has not been used at all.

Only a portion of the February data was used.

This indicates that the service should have already been cancelled as requested. The issue here is that Telkom failed to process the cancellation, yet they are refusing to take responsibility for their error and are simply stating that I cannot be credited.

As a customer, it is unacceptable to be billed for a service after the required cancellation notice was given. Telkom’s internal failure to process the cancellation should not be my financial responsibility.

I have requested that Telkom investigate why the cancellation was not processed, reverse the incorrect charges, and confirm that the contract has been properly terminated, but I have not received a satisfactory resolution.

If this matter is not resolved urgently, I will have no option but to escalate the complaint to the relevant Telecommunications Ombudsman and ICASA for further investigation.

Telkom needs to take accountability and correct the billing for the months after my cancellation notice period.

I expect a prompt resolution.