More response from the dead: Trying to get Telkom to close a deceased account

On 22 July 2020 I notified Telkom of my mother's passing, and requested for them to close her Telkom account with immediate effect. I spoke to an agent in the Telkom call centre, who provided me with the email address of the person dealing with 'Deceased accounts', to send the required email request and documentation to, which I did, including a death certificate and my mother's Telkom account information. I also provided my contact details for all further correspondence around the account to come to me. The email was clearly received by the appropriate person, since my mother's latest invoice was soon after redirected to my email address. Ten months and multiple frustrating phone calls and emails to Telkom later trying to resolve this, I am still receiving bills on this account, which has remained active, and which continues to accrue interest each month.

The last agent I spoke to on 23 March 2021 was finally able to close the account, but told me that she was not able to go more than 3 months back to reverse the previous 8 months' worth of charges. The agent, Ms Kacey Snyman, put in an urgent request for one of her managers to be in touch with me urgently to assist in rectifying the situation and amending the account, but to no avail. There has been zero contact from anyone at Telkom, and the monthly invoices for my mom's account, offensively advertising new Telkom products my mother might want to invest in, are still being received.

I notified Ms Snyman that I had still received no contact from a Telkom manager on 23 April 2021. Now, yet another month later, and another unresolved invoice received for my mom's account, I have still received no feedback from Telkom.

What disgraceful and insensitive customer service.