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Shaun L

1 reviews | Active since Jul 2017

25 Jul 2017, 09:24

FMOB - Home LTE

<p>I'm currently trying to cancel my home LTE from Telkom. Firstly I visited the Cresta branch to find out what it will cost to cancel and what the procedure is. The answer was they cannot tell me how much and I can't cancel at the branch. I went in to the Clearwater Mall branch on 24 June 2017 with the completed cancellation form and requested that they send it in and supply me with a reference number. Now all of a sudden it is possible to cancel at a branch. I received reference number ********** 84A which, apparently, is a order number and not a case number according to the consultants I spoke to via their call line 10210 (note that I had to call them).</p> <p> </p> <p>The consultant I spoke with could not find any cancellation request linked to my account and, although a bit early to tell, I expect that they will charge me for this month's service excluding cancellation fees. It is unacceptable that there is no proper communication between the company's departments and the end-users have to pay for their mistakes/miscommunication.</p> <p> </p> <p>I have receive no correspondence regarding my cancellation from 24 June to today, 25 July. I have called 10210 and spoke to consultants on four occasions now to no avail. I am certain, reading previous comments and complaints, that I am not the first person to whom this has happened - when will Telkom learn?</p>

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Replies (10)
Telkom
Telkom's reply25 Jul 2017, 13:18
Official

Good Day

Thank you for making contact with us.
Please be assured that this matter has been escalated to the relevant department and feedback will follow. Your social media reference number is AI***
We apologize for any inconvenience caused.

Regards

Telkom Social Media Team

Bronwyn

Best regards,

Telkom
Telkom's reply01 Aug 2017, 10:09
Official

Hi Shaun

Please provide us with your id number or number in question.

Regards

Diketso

Telkom Social Media Team

Best regards,

Telkom
Telkom's reply01 Aug 2017, 10:09
Official

Hi Shaun

Please provide us with your id number or number in question.

Regards

Diketso

Telkom Social Media Team

Best regards,

SL
Shaun L's update01 Aug 2017, 10:26
Reviewer Update

Good day, Diketso.

Please note that R699 (monthly amount) was deducted from my account today. This means that I was not charged pro-rata for the month of July (I cancelled on 24 June). I expect this to be refunded to me.

My ID no. is *** 082 and the mobile number for the telkom service is ***.

I would also expect a discounted cancellation fee since Telkom's system is flawed.

Thank you for following up.

Regards,

Shaun Linde

Telkom
Telkom's reply11 Aug 2017, 13:47
Official
Good day Please note that the contract has been cancelled, thank you for your patience. Regards Sikelelwa Telkom Social Media Team

Best regards,

SL
Shaun L's update11 Aug 2017, 13:55
Reviewer Update

Thank you, Sikelelwa.

Please indicate what I will be charged next month (including the pro-rata refund for last month) and when I can expect my deposit to be refunded to me.

Please email me an itemized statement of the above.

Regards,

Shaun Linde

SL
Shaun L's update11 Aug 2017, 13:57
Reviewer Update

My email address is ***.

SL
Shaun L's update01 Sept 2017, 08:37
Reviewer Update
A month has passed since my original post regarding the cancellation of my Telkom LTE. Telkom's social media team has been in contact and my contract has since been cancelled (21 days ago) - thank you Telkom social media team. Now it is September. I submitted my cancellation form on 24 June 2017 and I have since been charged for July (not pro-rata as it should have been), August and also this morning for September - all for the full amount. Telkom has completely messed up this cancellation request and now I have to pay for it - well NO. I demand a full refund for the month of August and September and demand that my deposit be payed back to me by the end of this month. This has been the worst customer experience that I have ever encountered.
SL
Shaun L's update01 Sept 2017, 08:43
Reviewer Update
Telkom, With reference to my public post above, I demand that I be payed my deposit by the end of this month including the refund for August and September. I am not liable for contract fees after 24 July (a month after my cancellation) and although it has been debited on my account, I refuse to pay it. Your staff made a mistake with my cancellation, not me. Including my deposit and contract fees for August and September, Telkom owes me R2098. I refuse to pay the cancellation fee as it seems Telkom is taking their time to resolve this dispute.
SL
Shaun L's update12 Sept 2017, 13:06
Reviewer Update
Not surprisingly, Telkom has yet to respond to my latest response. However, today they respond by sending me an online bill alert with a contract forfeiture fee of R5518.44. You've got to be kidding me. When I went to the Clearwater Telkom store the employee stated that it will cost me about R1400 to cancel my LTE service with Telkom (at that time there was 11 months remaining). That I could still deal with. Nevertheless, Telkom did not cancel my service from when I requested (24 June 2017, therefore from 24 July - month notice) and still deducted the service fees every month after that. So in the end, they deducted 2 months past my cancellation date, which they messed up obviously. I refuse to pay this account. I still want my money back for those 2 months including my R700 deposit. It seems that I will have to consider taking legal action against Telkom.