Plea to CEO - Sipho Maseko

<p>Address to whom it may concern</p> <p>I placed a cancellation request on 25 April 2016. I received an automated response that I would be contacted by a retention/cancellation agent in 14 working days. To date I have not been contact.</p> <p> </p> <p>I have called your call center on the 5 May @ 12:00 and spoke to an agent Sakhumi from billing. He assured me that an agent would contact me within the 14 day period and either way the service would be cancelled post the 30 day period.</p> <p>I called the call center again 11 May 2016 @ 11:30 to speak to the retentions department. The agent tells me there is no retention/cancellation department any as of Aug 2015. I was told me to go to Telkom store and abruptly put down. At this point I was not convinced that the service was to be cancelled or what the outstanding balance I would need to pay to settle the account. I was terribly confused.</p> <p> </p> <p>On the 25th of May the service was not terminated as per the 30 day notice period. I called the center again on the 26th of May and spoke to Nkutha. I was told that there was a backlog of cancellation requests and this was the reason that the service was not terminated. I don’t understand why this is my issue. I was also told that the account would be terminated asap and that the necessary financial amendments would be made.</p> <p> </p> <p>I have called again this morning 06 June, and have been holding on for 30 min with no agent. As I expected I am now having to chase this up with no action or intention from Telkom. Worse still I have been debited for services in June which should not be the case if the service was suspended in May as requested. Needless to say I have disconnected the physical devices to not attract and unintended billing charges. I hold a senior position within one of the 4 large financial institutes in the country and my time is not free or cheap. This is ridiculous and sadly infers the type of service levels we endure in this country. Perhaps I am expected to accept this as the norm.</p> <p> </p> <p>I am expecting contact form someone in this regards. My details are provided below.</p> <p> </p> <p>PS – Over and above the various emails and telephone calls to your contact center, I have also taken to social platforms i.e.</p> <p>Hellopeter(13 May response below and 26 May no response)</p> <p>Telkom twitter on various days (26 and 27 May) – In each case I was told that the query is receiving attention and feedback will be provide.</p> <p>No contact or response to date, perhaps that should have been expected</p> <p> </p>