1 reviews | Active since Dec 2016
Passing the buck - Telkom refuses to cancel a line for 12months
<p>I've spent yet another 2hours on the phone today with Telkom. They failed to cancel a line even though they received my communication.</p> <p> </p> <p>Every person I speak to actually just responds that they don't have the authority to handle the matter. And they don't have contact details for someone who has. All they can do is open another case. I have had more several cases open. They have resolved nothing appart from writing down what I said.</p> <p> </p> <p>I'm escalating this matter to Icassa. Anybody else out there having the same issue?</p>
Thank you for making contact with us.
Please be assured that this matter has been escalated to our Accounts Team, feedback will be provided.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
Thank you for making contact with us.
Please be assured that this matter has been escalated to our Accounts Team, feedback will be provided.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
So since my initial post Blake & Associates (who where instructed to handle the "collection" of this account) have been withdrawn by Telkom. But Telkom still persists that they can't cancel my account. I'm slightly confused.
I've been asked to forward my initial cancellation request again and again. I've counted this would be the 6th time I send this today. Why is this so hard?
My main issues with Telkom:
1.Telkom make excuses but don't take responsibility to resolve my complaints. When cases are opened around my account they are closed without resolution of the problem. In 12months they have yet to cancel this account.
2.Obviously if from Telkom's perspective (if they miss a cancellation request) and customer does not pay their account for several months and their account is suspended it would lead to account cancellation at some point as no service is being rendered. Or does Telkom plan to bill infinitely for not providing a service in the hopes that a customer still wishes to resubscribe to a service??
3.Refusing to acknowledge cancellation even though it gets pointed out roughly every 30-60days is bad business practice and against the Consumer Protection Act.
4.When a cancellation request is acknowledged by telephone but ignored by the cancellation department it is confusing and a double message. (+/- 31 Jan 2016)
5.Billing when you're not rendering a service is against the Consumer Protection act. I no longer live at this address (hence my cancellation). This service has not been available for use for many months. It has been suspended for around 6months.
6.Billing for a service without an agreement between yourself and a customer is against the Consumer Protection Act. And in fact not a legal invoice.
7.It is impossible to make Telkom aware of their negligence to cancel my account. I've been at it for 12months straight. No one in the contact center has the authority to attend to my case. The cancellations department don't take calls. And the cancellations department does not respond to email or cancellation requests.
I would strongly advise customers facing similar issues not wait longer than 3months before handing this matter over to Icassa. It seems that Telkom does not have the abillity to handle complex issues. Management with the authority to make decisions are not available for escalation by call centre managers or anyone in Telkom for that matter.
So since my initial post Blake & Associates (who where instructed to handle the "collection" of this account) have been withdrawn by Telkom. But Telkom still persists that they can't cancel my account. I'm slightly confused.
I've been asked to forward my initial cancellation request again and again. I've counted this would be the 6th time I send this today. Why is this so hard?
My main issues with Telkom:
1.Telkom make excuses but don't take responsibility to resolve my complaints. When cases are opened around my account they are closed without resolution of the problem. In 12months they have yet to cancel this account.
2.Obviously if from Telkom's perspective (if they miss a cancellation request) and customer does not pay their account for several months and their account is suspended it would lead to account cancellation at some point as no service is being rendered. Or does Telkom plan to bill infinitely for not providing a service in the hopes that a customer still wishes to resubscribe to a service??
3.Refusing to acknowledge cancellation even though it gets pointed out roughly every 30-60days is bad business practice and against the Consumer Protection Act.
4.When a cancellation request is acknowledged by telephone but ignored by the cancellation department it is confusing and a double message. (+/- 31 Jan 2016)
5.Billing when you're not rendering a service is against the Consumer Protection act. I no longer live at this address (hence my cancellation). This service has not been available for use for many months. It has been suspended for around 6months.
6.Billing for a service without an agreement between yourself and a customer is against the Consumer Protection Act. And in fact not a legal invoice.
7.It is impossible to make Telkom aware of their negligence to cancel my account. I've been at it for 12months straight. No one in the contact center has the authority to attend to my case. The cancellations department don't take calls. And the cancellations department does not respond to email or cancellation requests.
I would strongly advise customers facing similar issues not wait longer than 3months before handing this matter over to Icassa. It seems that Telkom does not have the abillity to handle complex issues. Management with the authority to make decisions are not available for escalation by call centre managers or anyone in Telkom for that matter.