Not getting the refund back from Telkom

My name is Signoria Koli and had a 24 months contract with Telkom which was supposed to be expired in August 2019. I have been engaging due to budget constraints with the branch in Bayside Mall requesting date / month in which the contract would expire. No one has ever informed me that it would go to month to month basis or written termination request must be lodged. I was under the impression it would be auto terminated just like any other contracts - e.g. lease, employment and etcetera. On approval of the contract, no one took me through this technical issues that I would experience at termination phase and if it was a matter of duplicate given back to me maybe I could have checked those terms and conditions. This really surprised me in the light that I was frequenting to the store, being in the queues in request for the really termination and confirmation of termination month hence the month to month came as a shock and misinterpreted as Telkom way of exploiting the customers. I am now incurring a bill for the services that were suspended and further to that I can not terminate whilst the account is not yet cleared. My question is what am I billed for, no telephone call incoming or outgoing services were accessed, no internat or whatsoever. The system has such records of suspension yet the bill is not suspended - why the system is developed in a *****ed way to exploit the customers rather than assisting them. I was checking the details of Telkom ombudsman, customer complaints procedure, website info that could assist me in lodging my complaints and high level of dissatisfaction - it is a huge waste of time, there are many links that system takes you to, open and nothing close to what you want pop up, beside the Telkom Call centre which I explain my issue and lack of understanding of the company processes in numerous occasions to no relief. I will continue exploring way that someone out there could hear my frustration - the bills continues going up until the amount is settled but what is it for? Yes, to pay for the services I received or accessed, I am happy to do that by all means. How on earth you can be billed for the systematic gap that should be address to make the customers happy but no one is paying attention to the voice of the customers, check the customer satisfaction rate, improve the system so to make its customers happy, develop friendly ans smart system including process flow to lodge complaints. training of staff of handling these systematic issues by informing them of all levels that customers should explore in expressing their dissatisfaction. I asked the next step to the consultant who couldn't even answer many question about the information / systematic gap. Beside, any contract when it's about to move into a different terms then customers should be inform in writing. The email I received are only promoting products and invoices which is understandable as the company only focus on profit not on making those who are in the line of generating that profit happy. I am requesting you to hear my complaint, was I not supposed to be informed of my contract that it will be change after termination point to this and that; was that done, peruse the system for your evidence.

The system has indicated that the refund is due to me which I was told to provide banking details. The transaction was supposed to be done within 3 days of that submission 29/01 and only on 06/02 this information is communicated to me. Besides, the statement will be generated by the same system that indicates a refund is due to me hence it's difficult to accept this delaying tactic. I am disadvantaged by the system again after all the back and forth emails I sent complaints re Telkom poor service and systems that disadvantaged customers (see attachment).

This is a very disturbing response and further shows that Telkom has zero customer care service and is inefficient.

Your response does not have timeframes so I should guess the date that I will get a statement and what should happen afterward reclaiming the refund. Again I must join another queue.

Thank you for hearing me and further trusting that you will get back to me at your soonest convenient time. Email: ***; *** *** ***; *** (not activated). Regards,