No Closure on account

<p>On the 12th April my request to cancel my account was submitted at the gateway branch. They told me that it will be closed and normally takes a few days. </p> <p>I was not contacted or anyinfomation sent to me after that date...</p> <p>On the 15 June 2016, there was an amount of R416 , I contacted Telkom via email and was told that they could not get hold of me so didnt bother cancelling the account. Again I insisted they close my account, again i was told that the matter would be resloved in 72hrs or something. Agian i did not hear from them.</p> <p>Then again on the 15 September 2016 a further R624 was deducted. and the process was started all over again. Now they claim i used the account, which i have not, however it should have been terminated from the 19th April, so there should be nothing to use????</p> <p>Below see the email chain....read bottom up..very interesting read, as i asked them to please reslove this a few time...And i swear, no one has ever tried to call of send me a follow up email after emtpy promises. </p> <p>Strange how every can get hold of me, but they cant. </p> <p> </p> <p> </p> <p>Re: [0][ ********** 93]Re: [0][ ********** 97]Re: [0][ ********** 83]Re: [0][ ********** 33]Re: [0][ ********** 98]Re: [0][ ********** 26]Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry<br />SS<br />Steven Sonnekus</p> <p><br /> Reply|<br />Fri 10-14, 11:57 PM<br />Mobile Customer Service ********** <br />Good day</p> <p>This is the same excuse Telkom used when I asked them to cancel my service-"I could not be contacted". Please provide we with a recording of the call and message left on my phone. I'm reach able on both *********XX and by email.</p> <p>I did not use the service in from May 2016. Please provide information on the account that has been used after this.</p> <p>I do require credit on my account by rather the refund on the amount of R1080,20 into my bank account.</p> <p>Please I don't want / need calls or even more responses of excuses and follow up, if Telkom proceed with my instruction of cancelation from the date I requested, there should have been no deduction/theft from my bank account for the last 5 months.</p> <p>Please this is the last time I'm requesting this in a polite and private manner.</p> <p>Kind regards<br />Steve</p> <p>Sent from my iPhone</p> <p>[0][ ********** 46]Re: [0][ ********** 93]Re: [0][ ********** 97]Re: [0][ ********** 83]Re: [0][ ********** 33]Re: [0][ ********** 98]Re: [0][ ********** 26]Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry<br /> <br />MS<br />Mobile Customer Service<br /> <br />Reply|<br />Sat 10-15, 03:45 AM<br />You</p> <p> <br /> <br /> <br /> <br />Good morning Steven,</p> <p>Thank you for the email.</p> <p>We do apologise for the inconvenience caused.</p> <p>The credit that I can see is R99. Please note that I have requested our back office to contact you to explain why they closed the case with this response.</p> <p>case notes:” Customer is liable for the charge from april 2016 invoice as the customer has usage , customer was using the service. Customer is currently in credit with R99.50.Customer is unreachable on *********XX .Please note that we are unable to reach you on ******XX regarding case ********** 7</p> <p>Mathapelo khubalo:</p> <p>Representative- Customer service</p> <p> </p> <p>From: Steven Sonnekus ********** />Sent: 14 October 2016 11:58:00 PM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 93]Re: [0][ ********** 97]Re: [0][ ********** 83]Re: [0][ ********** 33]Re: [0][ ********** 98]Re: [0][ ********** 26]Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry</p> <p> </p> <p>Good day<br /> <br />This is the same excuse Telkom used when I asked them to cancel my service-"I could not be contacted". Please provide we with a recording of the call and message left on my phone. I'm reach able on both ********* and by email.<br /> <br />I did not use the service in from May 2016. Please provide information on the account that has been used after this. <br /> <br />I do require credit on my account by rather the refund on the amount of R1080,20 into my bank account. <br /> <br />Please I don't want / need calls or even more responses of excuses and follow up, if Telkom proceed with my instruction of cancelation from the date I requested, there should have been no deduction/theft from my bank account for the last 5 months. <br /> <br />Please this is the last time I'm requesting this in a polite and private manner. <br /> <br />Kind regards<br />Steve</p> <p>Sent from my iPhone</p> <p>On 14 Oct 2016, at 9:40 PM, Mobile Customer Service ********** wrote:<br />Good Evening Steve.</p> <p>Thank you for the email, kindly be advised that your case had been attended according to the case notes:” Customer is liable for the charge from april 2016 invoice as the customer has usage , customer was using the service. Customer is currently in credit with R99.50.Customer is unreachable on ********** 007.Please note that we are unable to reach you on *********X regarding case ********** 7.”</p> <p> </p> <p>Gishwill Koen</p> <p>Telkom Mobile.</p> <p>Chats Department</p> <p> </p> <p> </p> <p>From: Steven Sonnekus ********** />Sent: 14 October 2016 09:29:00 PM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 97]Re: [0][ ********** 83]Re: [0][ ********** 33]Re: [0][ ********** 98]Re: [0][ ********** 26]Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry</p> <p> </p> <p><br />Good day<br /> <br />As per your email 12 days ago, you stated the the turn around time for feedback is 72hrs, hover it's been 288hrs since. The amount now owe to me by Telkom is R1080,20 include interest. <br /> <br />Please advise<br /> <br />Regards<br />Steve</p> <p>Sent from my iPhone</p> <p>On 02 Oct 2016, at 14:26, Mobile Customer Service ********** wrote:<br />Good Day Steve,</p> <p>Thank you for your enquiry,</p> <p>Please be patient for Telkom Mobile billing agent to contact you in regards to the case that Haleem had just logged for you.</p> <p>When they do call, please do advise them about any other charges that you may like to dispute.</p> <p>For a response, please be advised that the turnaround time is 72 business hours for feedback to be provided to you.</p> <p>Thank You.</p> <p> </p> <p>Regards</p> <p> </p> <p>Siphosihle Luthando Mthombeni</p> <p>Telkom Mobile Customer Service</p> ********** <p><image001.jpg></p> <p> </p> <p> </p> <p>From: Steven Sonnekus ********** />Sent: 02 October 2016 02:17:00 PM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 83]Re: [0][ ********** 33]Re: [0][ ********** 98]Re: [0][ ********** 26]Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry</p> <p> </p> <p> </p> <p>Good day<br /> <br />Again thanks for the speedy response. <br /> <br />On the 15 June 2016, there was an amount of R416 and then again on the 15 September 2016 a further R624. That is a balance of R1040 excluding interest. The interest on the amount R1040 deducted (not paid in) is R31,20. So the amount to be paid back to me within 48hrs is R1071,20. If it takes any longer interested would have to be calculated daily. <br /> <br />Again, please advise when I can expect payment. By when, a specific date please. This has been going on for to long long now. <br /> <br />Thank you <br />Steve</p> <p>Sent from my iPhone</p> <p>On 02 Oct 2016, at 14:02, Mobile Customer Service ********** wrote:<br />Good day Steven,</p> <p>Thank you for contacting Telkom.</p> <p>There has been a recent payment of R-624.00, seeing that you have been debited previously I will create a case and forward it to our back office for investigations and payments to be made to your account.</p> <p>For reference to your case: ********** 7.</p> <p> </p> <p>Kind regards</p> <p> </p> <p>Haleem Johnson</p> <p>Representative – Customer Service</p> <p> Telkom</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>From: Steven Sonnekus ********** />Sent: 02 October 2016 01:44:00 PM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 33]Re: [0][ ********** 98]Re: [0][ ********** 26]Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry</p> <p> </p> <p> </p> <p><br />Good day<br /> <br />Thank you for your quick response. Please be advise that my request to cancel my account was submitted at the gateway branch on the 12 April. So yes there has been deductions since then, please advise, not if there is deductions, but rather when the deductions will be credited to my bank account with interested charged at the average banking credit rate of 18% per annum. <br /> <br />Thank you. </p> <p>Sent from my iPhone</p> <p>On 02 Oct 2016, at 09:00, Mobile Customer Service ********** wrote:<br />Good day Steven</p> <p>Thank you for your email</p> <p>Please be advised that your contract was successfully cancelled on the 15.09.2016,if there is any credit on your account, we will log a case to our billing department for the refund.</p> <p>From: Steven Sonnekus ********** />Sent: Sunday, October 02, 2016 8:50:00 AM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 98]Re: [0][ ********** 26]Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry</p> <p> </p> <p> </p> <p> </p> <p>Good day<br /> <br />I still have not received any information regarding the credit of my account or cancellation. This has been going on since April. <br />I will be coping and pasting this email on all social sites as well as hellopeter, what you guys don't know is that we have over a 1000 staff moving onto cell allowances and with the service I received, do you really think I will be referring any of my staff to go to Telkom? <br /> <br />Please advise with urgency and closer. <br /> <br />Regards<br />Steve</p> <p>Sent from my iPhone</p> <p>On 16 Sep 2016, at 12:10, Steven Sonnekus ********** wrote:<br />Good day<br /> <br />Please can I be informed on the status of this account and when I will be repaid incorrect debit amounts? <br /> <br />Regards<br />Steve</p> <p>Sent from my iPhone</p> <p>On 15 Sep 2016, at 12:27, Mobile Customer Service ********** wrote:<br />Good day Steven,</p> <p>Thank you for contacting Telkom,</p> <p>We apologize for any inconvenience and delay caused.</p> <p> </p> <p>Please wait for the call from the cancellation department.</p> <p> </p> <p>Regards</p> <p>Mpho Moagi<br />Chats Service Desk - Customer Service</p> ********** <p> </p> <p><image001.jpg></p> <p>From: Steven Sonnekus ********** />Sent: 15 September 2016 12:10:00 PM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 26]Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry<br />Attachments: ********** <p>Same generic email I receive all the time! R1000 later and still adding up. </p> <p>Sent from my iPhone</p> <p>On 15 Sep 2016, at 08:24, Mobile Customer Service ********** wrote:<br />Good Day</p> <p>Please note that we have escalated your case to the cancellation department to give you a call back today.</p> <p> </p> <p>Mosima Bopape<br />Representative - Customer Service</p> ********** <p><image001.jpg></p> <p> </p> <p> </p> <p>From: Steven Sonnekus ********** />Sent: 15 September 2016 08:09:00 AM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>Good day</p> <p> </p> <p>Please can you advise if this was escalated to your cancellation department, i have still be deducted for my account. See attached sms notice -Absa: CHEQ6536, Sch t, 15/09/16 SETTLEMENT/C - NAEDO TRACKED DO, TELKOM /TELK ********** 36I, R-624.00</p> <p> </p> <p>If this account is not cancelled/closed and i'm not refunded in full in 7 days for the above debit order and the others R400 odd, I will take this matter further. </p> <p> </p> <p>Please advised urgently.</p> <p> </p> <p>Kind regards</p> <p>Steve</p> <p> </p> <p><br />From: Mobile Customer Service ********** />Sent: 03 June 2016 02:16 PM<br />To: ********** />Subject: [0][ ********** 9]Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry</p> <p> <br />Good day Steve</p> <p>We have escalated your details to cancellation department, you will be contacted.</p> <p> </p> <p>Kind Regards, </p> <p> </p> <p>Kelebogile Ma***o</p> <p>Telkom Mobile Customer Service</p> <p> </p> <p> </p> <p>From: Steven Sonnekus ********** />Sent: 03 June 2016 11:18:00 AM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 6]Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry<br />Attachments: ********** <p>Hi<br /> <br />I personally went into a Telkom outlet and cancelled my account. What is the need to contact me 21days later and if I'm not reachable on the first attempt to just continue. That's a tactical process to slow down the cancelation process. <br /> <br />I have canceled my account as of the 12 April 2015 and have stopped any debit orders from the end of May. That has given both parties enough lead time for cancellation purposes. <br /> <br />You can contact me on ******XX and if I don't answer I'm in a meeting, then call back. <br /> <br />Please credit the account as I have already reversed the debit order. <br /> <br />Regards<br />Steve</p> <p>Sent from my iPhone</p> <p>On 02 Jun 2016, at 22:22, Mobile Customer Service ********** wrote:<br />Good day Steven,</p> <p>Thank you for the enquiry.</p> <p>Kindly confirm when did you request for the cancellation of your contract, as on the system the request was received on the 2016/04/12 2:06:35 PM, and please bear in mind that it takes 21 working days for the cancellation process, on the 2016/05/11 1:34:17 PM a cancellation representative tried to contact you on the number *********XX and you were unreachable, so they could not continue with the request until they get hold of you and finalize the cancellation process. Hence you are still being debited.</p> <p>Kindly provide us with your contact number and we will escalate your enquiry to the cancellation department to contact you.</p> <p> </p> <p>Regards,</p> <p>Name Josephine Mosito<br />Representative - Customer Service</p> ********** <p><image001.jpg></p> <p> </p> <p> </p> <p>From: Steven Sonnekus ********** />Sent: 02 June 2016 05:38:00 PM (GMT+2)<br />To: ********** />Subject: Re: [0][ ********** 7]Re: [0][ ********** 8]Account / Billing Enquiry</p> <p> </p> <p>******xx - deleted for safety.</p> <p>Sent from my iPhone</p> <p>On 02 Jun 2016, at 17:04, Mobile Customer Service ********** wrote:<br />Good day Steven</p> <p>Thank you for your email,</p> <p>Please provide us with the following information so that we can assist you:</p> <p>· ID number</p> <p>· Residential address</p> <p> </p> <p>Regards,</p> <p>Hophney Leso</p> <p>Customer service representative</p> ********** /> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p>From: Steven Sonnekus ********** />Sent: Thursday, June 02, 2016 1:03:00 PM (GMT+2)<br />To: ********** />Cc: ********** />Subject: Re: [0][ ********** 8]Account / Billing Enquiry </p> <p><br />Mobile account for ***XX<br />It was a R199 10gig </p> <p>Sent from my iPhone</p> <p>On 01 Jun 2016, at 14:49, Mobile Customer Service ********** wrote:<br />Good day Steve</p> <p>Thank you for the email.</p> <p>Kindly advise is this query for a Telkom mobile or landline account?</p> <p> </p> <p>Regards</p> <p> </p> <p>Liezaan Diergaardt</p> <p>Telkom Mobile Customer Service</p> ********** <p><image001.jpg></p> <p>From: Telkom Webmaster ********** />Sent: 01 June 2016 11:19:00 AM (GMT+2)<br ********** ********** />Subject: Account / Billing Enquiry</p> <p><br />Good day,<br />The following question was asked:</p> <p>I cancelled my contract in March and i'm still getting a debit order deducted against my account, please advise.</p> <p>Contact details:</p> <p>Name: Steve Sonnekus<br />Number: ********** 007<br ********** />Regards,<br />Telkom Website</p>