Pathetic service from Telkom N1 City Express

Subject: Formal Demand – Immediate Contract Cancellation Without Penalty Due to Service Failures

Dear Telkom Executive Office and ICASA Complaints Department,

I am compelled to escalate this matter due to Telkom’s continued failure to provide reliable service, clear communication, and fair treatment.

Background

When one of my phones was ******, Telkom mistakenly blocked the wrong handset, leaving me without proper access.

After my phone was returned from repairs 22 August 2025 at Century City store i initially thought i could ask just to be reimburse for the 7 months i paid but received no service but after still not being able to use my contract i am no longer interested, it was not unblocked as promised. I had to return repeatedly to the store and was then told I needed to provide my ITC number — something that had never been communicated to me beforehand only at the century branch if i should return. I went to Telkom N1 city Express asking if the device was unblocked it was confirmed yes hence no ITC Number needed. I returned the Tuesday because my cellphone had to be wiped because i forgot my pin then i noticed no signal again meaning the cellphone is still blocked. went to the N1 city store a new consultant assisted then i needed the ITC number this left me frustrated and had to make the call from home and leaving me to wait another 24 hours again. This caused further unnecessary delays and left me without service for extended periods.

Throughout this time, I was billed as normal, despite Telkom’s errors and failure to ensure my contract benefits were available.

My Position

The service I have received is far below reasonable standards. Telkom has breached its duty to provide continuous, accessible service, and its repeated mismanagement has directly disadvantaged me as a paying customer.

Given these failures, I am no longer willing to continue under this contract.

My Demands

I hereby request:

Immediate cancellation of my mobile contracts (Service IDs: *** and ***) with no early termination fees or penalties.

A paid-up confirmation letter stating that my account has been fully closed and carries no outstanding balance.

Written assurance that my credit profile will not be negatively affected due to Telkom’s errors.

Reimbur*****t consideration for the periods during which I was denied proper service.

If Telkom fails to resolve this matter within 7 working days, I will pursue further escalation via ICASA, the Consumer Goods & Services Ombud, and other consumer protection avenues.

Thank you for your urgent attention to this matter. Berdene Henneker ***