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Good morning

I trust you are well.

I hope you can assist

I am utterly disappointed at telkom, I hope you can assist as I have tried my best but telkom isn't willing to help me.

My mum (age 69) called telkom last year in October to cancel the land-line contract. Was then told by the agent at customer care dept that cancelations are only done in store.

Middle of October my mum very into the Telkom store in Chatsworth Centre - Durban. (Chatsworth Centre has 2 telkom store. This is Ground floor telkom) Waited for over an hour to be assisted. Only to be told by the sales consultant that the cancelation has to be done at the other telkom store on the 2nd floor of Chatsworth Centre.

A distance to get to, my mum at her age had to walk all the way up to the 2nd floor. Waited over 1 hour 30 minutes. They only had 2 consultants in this store and over 20 people before my mum in the line.

Finally got to the desk and had to explain that she wanted a cancelation done. Then the lady gives her a page and says that she needs to do cancelation o line.

Take note that my mum is very old, at that age she is don't even know anything about computers and internet. She has not excess to this.

She explains to the lady that she was told by customer care to visit the store and cancelations are only done in store.

The lady says that there's no other way to cancel and mum must follow the page instructions and it will be canceled.

Mom the calls telkom again to tell them please help cos the store never assisted her with the cancelation. The agent told my mum that she must ask her family to assist her with the cancelation as she needs to use that page and follow the instructions to cancel.

I live in Gauteng and my mum lives in Kzn. She comes to my place end of November last year and tells me what had happened. I tried to follow the steps on that page but it never allowed me to register

I then take the letter and go with my mum to telkom at Northgate branch. Here we also have two telkom stores.

I go to the first telkom. Only to be told that they dnt do cancelations and that store only can assist if it's an device cancelation. I explained the story and a lady tired to help us using my phone to register so we could do the cancellation.

Unfortunately same problem happened, she herself wasn't able to register on the telkom page. So now that lady tells us to go to the other Telkom store in Northgate.

We go there, only 3 consultants and a line full of people waiting for assistance. We waited for an hour, finally get to the desk, explained the issue and agent says that they dnt do cancellations in store and my mum needs to call telkom.

I was so angry cos my mum been asking in October for it to be canceled and still not done and they making her run around at her age isn't right. Forcing a person that's only getting a grant isn't right. My mum had to borrow money just to pay even though she asked for it to be canceled in October 2018

I asked for a manager and was told that he isn't in cos it was a Saturday. I then told the lady call telkom and let my mum talk to them to cancel.

She calls telkom, on hold for over 1 hour 40 minutes and still never got to any agent. We left my mums details with that lady and she assured us that Monday morning she will call them herself and it will be canceled

We assumed it was canceled only to receive a bill in December stating that we need to pay. I then called the customer care department and ask about the bill. Only to be told that cancelation wasn't done.

I explained again and the agent told me that we need to pay cos the account was in arrears and he assured me that on the 31th December cancelation will be done.

January we get a bill again but assuming it's a mistake cos the agent did say it was canceled on the 30th December. I go to the store here in northgate again only to be told that No Cancelation was done.

Utterly disappointed and angry. The agent at the store eventually gave me a form to fill and told me that it will be canceled within 72 hours and a payment of R800 needed to be made and then a refund will be done.

Payment made I called in on the 14th February and was told that No cancelation was done. Enough is enough. So must of running around just for a simple request and at the end of the day we still paid. Telkom is just a bunch of thefts, people that are so old and the taking so much of advantage.

Attached I have copies of messenger messages sent to telkom, Mr Mkita (manager) called me on the 7th March 2019.

He then need to talk to my mum and then assured us that it will be canceled within 24 hours. He then sent me the message below

Hi Threshia, thank you for taking our call earlier. We have spoken to your mother and we have issued a cancellation for the line. The final account will be issued next month and we have sent an instruction to credit management to waive the January and February charges on the account.^SM

My response below

How will we get the refund for January and February?

No communication thereafter.

I went back to the store 2 weeks ago and require details of this manager, I sent him a email to his address **********

Few days later he calls, totally rude to me. He stated that he called me after hours and it's his time and will not be calling back regarding the refund and its not their fault for a refund to be given back to us.

I spent over 30 minutes explaining to me about this matter and it's not our fault that they employ unstable agents to work at telkom. All we ask for is the refund of the last payment of R800.

We could of requested for a full refund from October 2018 till March 2019, but we didn't

Please assist us with this issue as we need a refund for only the last bill. Mkita did State in the last message that the payment will be waived for January and February 2019.

My mum still have received bills statements from January till this month May 2019 which states that she in arrears and still owing Telkom

My contact number ********** 889 and ********** 301

Please assist

Warm Regards Trisha