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Desere S

1 reviews | Active since May 2018

10 May 2018, 13:10

Not honouring several cancellation requests

We struggled since the 19th of October 2017 to cancel several services totalling around R900 per month on our account to no avail. We submitted a letter of cancellation on a company letter together with Telkom's Consumer Contract and Service Cancellation Request a total of 13 times! On three occasions, it was submitted directly to the call centre agent who confirmed receipt thereof while we were on the phone to them! I do not understand that other people managed to get their ADSL service cancelled within 3 days and we still have to fork out close to a thousand rand per month since our initial request. My request to Telkom is to please honour our service cancellation request since October 2017 and provide us with a credit for the 6 months worth of fees that we had to pay due to YOUR staff error!

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Replies (6)
DS
Desere S's update10 May 2018, 13:16
Reviewer Update
Cancellation requests were emailed to ********** on 1910/2017 at 16:29, 20/10/2017 at 11:57, 8/2/2018 at 13:17, 1/3/2018 at 16:21 and 16:24 (Emailed Call centre agent Yonan directly), 12/3/2018 at 9:45 and again 9:58, 26/03/2018 at 11:46 and 12:04 (Emailed Call centre agent Makamoe directly), 12/4/2018 at 11:27 and 11:27 (Emailed Call Cente agent Mteshaac) and on 30/4/2018 at 14:22.
DS
Desere S's update21 May 2018, 08:15
Reviewer Update
FUNNY HOW THERE IS NO RESPONSE FROM TELKOM WHETHER YOU CALL THEM OR POST ABOUT THEM!!!!
Telkom
Telkom's reply25 May 2018, 10:16
Official

Hi

We are sorry to hear this. Thank you for contacting us and bringing this to our attention.

This response serves as confirmation that your query has been received. Please be assured that we will task our team to attend and advise as soon as possible. We do apologize for the inconvenience caused.

Interaction ***

Regards

Hazel

Telkom Social Media Team

DS
Desere S's update15 Jun 2018, 14:42
Reviewer Update
THIS HAS BEEN THE MOST FRUSTRATING EXPERIENCE IN MY LIFE - AND I'VE BEEN THROUGH A MESSY DIVORCE! IT REALLY TAKES CONSTRAINT TO OMIT SWEAR WORDS FROM THIS MESSAGE BUT I WILL TRY! DOES ANYBODY AT TELKOM KNOW WHAT THEY ARE DOING?!!!! THE REQUEST SINCE OCTOBER 2017 WAS THAT ONLY THE ADSL SERVICE BE CANCELLED! NOW OUR LINE HAS BEEN CANCELLED IN FULL! AFTER SPENDING AT LEAST AN HOUR PER DAY FOR THE LAST 5 WORKING DAYS ON THE PHONE TO TELKOM, AND BEING PROMISED OUR CONNECTION BACK BY WEDNESDAY - LATEST THURSDAY, WE WERE TOLD TODAY TO REAPPLY FOR A NUMBER, PAY INSTALLATION COST, WAIT 21 DAYS, THEN REAPPLY TO GET OUR OLD NUMBER BACK - WHICH BY THE WAY IS GOING TO COST US I DON'T KNOW HOW MUCH, AND WE WILL HAVE TO WAIT FOR HOW FREAKING LONG I DONT KNOW UNTIL OUR OLD NUMBER IS RESTORED!!! I WILL NOT HAVE BEEN SO UPSET IF THE DISCONNECTION WAS DUE TO MY INCOMPETENCE, BUT HERE'S THE JOKE - THE APPLICATION WAS FOR TWO SITES SAME REQUEST! THE ONE SITE (RESIDENTIAL) WAS DONE PERFECTLY, THE OTHER BEING A MEDICAL PRACTICE I.E. BUSINESS LINE FOR CRYING IN A BUCKET, HAS BEEN DISCONNECTED. BUT WAIT THERE IS MORE!!! THE FRUSTRATION ESCALATED ON THE 27TH OF APRIL 2018 WHEN THE TELKOM CABLE HAS BEEN CUT, AND IT TOOK TELKOM TWO WEEKS TO FIX JUST SO THE CABLE COULD BE CUT AGAIN TWO DAYS AFTER SERVICE WAS RESTORED - LEAVING US WITH A TEMPORARY FIX UNTIL THIS!!!!? WHO WILL COMPENSATE US FOR BUSINESS LOST, NEVER MIND THE REFUND DUE TO THE LATE CANCELLATION? THERE HAS BEEN A CLEAR DECLINE IN CUSTOMERS THAT CAN ATTRIBUTED TO NOT HAVING CONNECTION WITH OUR CUSTOMERS AND BE POINTED BACK DIRECTLY TO THE 27TH OF APRIL 2018! IN OTHER WORDS DEAR HAZEL WITH OUR INTERACTION REFERENCE: AI ********** - WHAT ARE YOU GOING TO DO ABOUT THIS?
DS
Desere S's update21 Jun 2018, 14:42
Reviewer Update
Thank you to the brave person who facilitated the reinstatement of our line. It was done today and we are thrilled that we are connected with our previous number. Now to sort out the account :)
DS
Desere S's update10 Oct 2018, 08:01
Reviewer Update
Can anybody please assist... We are now a year down the line and still paying for something we stopped!!!!