Frustrated for going round in circles

I have been a loyal customer and had a service with Telkom for nearly 20 years. Never missed a payment or even had a late payment. During that time we had cable theft quite often. On 29 November 2017 the Telkom cables in the whole area were ******. I reported it and as usual they send you their messages to say the are working on it. In the meantime I lost customers and had no Internet or a telephone service which was very frustrating to say the least.

After enquiring for about 2-3 months on when the service will be re-installed they informed me that the cables will not be replaced and it is not their fault that the cables are ******. I still had my ADSL contract with them which only expired on 30 April 2018. I just endured it with the consolation of ending all contact with telkom when my contract ended. During this time they did not even once offer me alternative service or solution.

On 29 March 2018 I sent in my cancellation form to the cancellations department (30 Days in advance as per their rules). I had to pay the amount for the router still on contract even though I had no service whatsoever. I paid every month until my contract ended. After that I kept on getting bills to pay. when I enquired with the billing department they told me that I still have an additional contract with them that will only expire in October 2018. Really?

In October 2016 I went to a Telkom outlet at a shopping mall to get my account converted to pensioners account. the assistant over there was so confused ind ******** and did not even know how to do the transaction. She had about 3 people helping her and each one giving her their own advice on how to go about the transaction. eventually after struggling for 2 hours (and I am Not exaggerating) she came to me and said she cannot get it right because the system shows her that I have to pay R10,000.00 in. You can imagine my shock on hearing this and I just told her to leave everything. The end of the month when i received my bill i nearly fainted. There was this huge amount on that they said I owe. On enquiring this they told me it is for your new contract. New contract? how can I have a new contact if my latest contract is only 6 months old and that also for the same house? does that actually make sense ? After explaining to them what happened at the mall they reversed the mount but did not take the new contract off my invoice. because the amount was always nil it did not bother me until my contract ended.

Now they continue to send me a bill every month for a contract and a service I don't have. this so frustrating. when I enquired again they asked twice again to email the cancellation form to them. the last person I spoke to rather told me that there is a cancellation pending. Today I again tried to resend the cancellation form to the cancellation department so that they can fix this, I rather got an automated message to say it must be done online now, they no longer use the previous method.

I spent most of my day trying to send the form but its not working and I keep on ending up where I began, they want a future date. So this query is going nowhere all the time. What is so frustrating is that if they can just go back to Oct 2016 this query will be solved but no, they keep going in circles. Very tired and frustrated to deal with them and losing money because they make you hold on for a long time due to high call volumes. Don't they ask themselves why are their call volumes always so high. Surely something must be wrong.