No customer service / Lack of communication

On 23 January 2019 my husband tried calling your contact centre and waited for over a half and hour before he decided to end the call. I then decided to send a message on Facebook messenger as I usually get quite a quick response there. Message sent " Hi quick q We are moving on 31 Jan but can only take occupation of our new place around 10th Feb.

I do not want the new tennant to plug in a router and use our connection is there anyway to "disconnect" our line on 1 Feb and schedule the transfer for a later date."

I received no response. My husband tried calling again a few times and I sent the same message on 27 January 2019 and again on 28 January 2019.

On 30 January I received the following response "Hi Nicole, you may apply for the transfer via the following link. The service can be disconnected on the required date and installed at the new premises when you are ready. A 30 days notice is required for all transfers https://apps.telkom.co.za/move-line/ ^Lebo".

I then did as instructed.

I sent the following messages on 31 January 2019: "Hi we have completed the application and the only date to disconnect line which i could select was the fourth". "Please note that we would like the line disconnect today". "We have moved out of our place and we do not want to be liable for any charges which may incur from today onwards".

I then tried calling and yet again no answer I sent the following message on 1 February 2019 "Hi can someone please get back to us as we have tried calling the contact number with no luck.

husbands mobile number - Craig Arendse regarding ********** 088"

I received this response on 4 February 2019 "Hi Nicole, please send us your ID number for further assistance. ^CJ"

I sent my husbands ID number immediately.

I received this on 8 February 2019 " Hi Nicole. We are so sorry about the delayed response. I have escalated the matter to our Fulfillment team to assist, thanx. ^Frank"

I received this on 9 February 2019 "Hi Nicole, you have to apply for the cancellation online, click on this link for easy steps to follow. ^ML https://secure.telkom.co.za/today/media/downloads/Three_easy_ways_to_cancel_online_V2.1.pdf"

I responded on the same day "I have done that already can you confirm that it was done?"

I received this on 13 February 2019 " HI Nicole, We have escalated your query to the Fixed line team for further assistance. ^TD"

I received this on 14 February 2019 "Hi Nicole

Thank you for the update & sorry for the delay. The move order has been issued. Once order is completed the system will allocate a date for installation & you will receive a SMS notification.

^Lebo"

On 19 February 2019 I sent the following "can someone call me, i would like to reinstall my line and internet please" "also provide clarity on billing during the time the line was disconnected."

My husband received a bill and went to a Telkom store to enquire what is going on. And was advised that we were still billed because we only disconnected our line on 12 February 2019.

Telkom is so inefficient, there is no one answering the contact centre, there is no one responding to the online chat portal. For a communication company this is lacking in a huge way.

I am so disappointed by the service received and would like someone to call me or my husband to provide clarity on how billing would work during the time of disconnection (we asked for 1 February) and the time we requested for reconnection (we selected 22 February, which I doubt will actually happen). Also, when someone will come and reconnected the line.