Late Cancellation and Unauthorised Debits
I submitted a cancellation letter to Telkom fixed line accounts to have all my ADSL services cancelled. The letter was submitted on the 29th of May 2017.
Thereafter I did not hear from Telkom for a few weeks so I contacted them again, they claim they never received the letter, so I re-send the letter. Again did not hear from them for a few days so I contacted them again, again they did not receive the letter, eventually after sending it while on the line with the consultant I managed to ensure they did received it. Once again I did not hear anything from Telkom, by the end of June, more than 30 days notice of cancellation, Telkom debited from my account for the service that I cancelled. I phoned them and tried to sort it out, so it went on and on having to submit the original letter more than 5 times after the initial request. The cancellation eventually went trough of the 4th of August 2017. So from 29 May-04 August, wow that's terrible client service.
To make matters worse Telkom kept debiting from my account, I tried to cancel the debit order at my bank but they could not authorize it as it still showed active on Telkom's side. Telkom debited R697,00 end of June, R697,00 end of July, R697,00 end of Aug. When I created a dispute for this a credit note was issued for Aug only, I disputed this and never heard from Telkom until I phoned them again and was told my dispute was rejected, no reason given nothing. After speaking to an inept consultant, I demanded to speak to a supervisor who was not able to help, as she said "The only thing I can do is to create another dispute"
This means I now have to wait another 7-14 working days to find out if this dispute will be accepted or rejected. In the meantime Telkom has debited from my account again-after I received a confirmation sms that my account has in fact been cancelled. Fortunately I have canceled the debit order before they debited and thus was able to go to the bank and have in reversed. Now lets see if Telkom will refund me the three months money they stole from me.
After once again not hearing anything from Telkom, I had to phone them to find out what is happening. They told me that they would refund me the amount of R879,00 for the three months that they debited from my account. Somewhere there is a mathematical problem, as I cannot see how R697.00 x 3 = R879.00. Now I am waiting for the inept consultant who cannot do maths to contact me and explain how they managed to get to that amount.
Adding to my frustration with this useless company , the mobile division has debited from my account after I already made payment. Now I have the glorious prospect of waiting 48-72 WORKING hours to have my money returned to me.
It seems this company does not know how to do their jobs.
This is the most frustrated I have been with Telkom and I swear this is the last time I will do business with them in any regard, whether it is Mobile ,Fixed Line, etc.
They just lost a top customer... forever