Poor Service

My Telkom account number is ***

On 5 May 2020 I requested to cancel my Telkom services via the Telkom website and was told that the cancellation is subject to a 30 day notice period which I clearly understood.

On 6 May 2020, I received a call from a Telkom representative from the number 012 ***, who asked me for the reason why I wanted to cancel and informed me that he will send a technician out to test my line and check my router. I advised him that I intend to take out a package with another ISP as the service and speed from Telkom is not stable. He then ended the call.

On 7 May 2020 my Internet was not working. I then made contact with Telkom via 10210 and spoke to someone from the Technical support who informed me that my Fibre Line with Vumatel is cancelled but my Telkom package is still active. Now this did not make sense as the 30 days until my service is cancelled should have been 6 June 2020. Also how can someone cancel my Fibre Line and still bill me for a service I am unable to use?

I contacted Vumatel and was told that Telkom had cancelled my line and that Telkom must reinstate the line which can be done immediately.

Since then, (7 May 2020), I have been contacting Telkom via 10210 and 10213. Technical Support says that they don't do reinstating of the Vumatel lines and that I should speak to Sales. Sales tells me that they only work on new lines and that I should speak to Billing. Billing tells me to to contact Technical support. It's like nobody knows who reinstates a line that was cancelled by Telkom.

I have been calling Telkom several times and if you look at my itemised billing, you will see the amount of time I have spent on each call since 7 May 2020.

I eventually dealt with a Waajidah Isaacs Pather, a Senior Associate from Telkom Billing Department with email address *** who assisted me and advised me that she was going to escalate my matter to the relevant department and get back to me. She even provided me with an incident number ***.

The next day 8 May 2020, I emailed the same person and she herself does not seem like she knows what to do from her emails and then she did not even respond to any of my emails.

I contacted Telkom again and spoke to a Busisiwe Kunene, Michaela Naidoo from Sales who informed me that she was going to escalate the matter to her supervisor Mariano Pillay who is the sales manager buy I didn't hear anything from them either. All these people also could not provide me with a reference number.

I eventually spoke to a Senzo Chere from Technical support who spent a hour on the phone with me and advised me that he was doing his best to send a request to Vumatel to reinstate my fibre line. He even told me that he will ask his supervisor, Thinasonke, to call me back with a reference number.

Now I am sure all these call logs or enquiries have been noted on your systems log.

To date there has been no response from Telkom. I am sitting with no internet connection. I am working from home and cannot use the internet for my work. My kids at home also cannot watch TV as we stream most of our content.

This is a big mess up from Telkom's side and when I asked the billing department to rather cancel my whole service with Telkom so that I can get another ISP, they inform me about the 30 day cancellation policy. I cannot use the internet since 7 May 2020, so I am not responsible to pay for a service that does not exist.

Also when I called back I was greeted with a voice recording that states that the Telkom department only works from 8:00 until 17:45 Monday to Fridays.

I need to have my services either restored or cancelled completely so that I can move forward and continue with my work and stuff. Nobody has contacted me and when you call you speak to different people all the time, and you have to keep explaining the issue coz there is no system in place, to log the reason for your call so that it can be fast tracked. You keep explaining the issue thinking that person will assist to have the issue resolved only to be told that that department does not deal with the issue.

Then when u eventually get to speak to someone who promises to help, they can't give you a reference number because their system is slow and they tell you that they will call you back and never do.

Now Telkom is billing me for a service that I cannot use since 7 May 2020. I have messaged them on their Facebook page, I have even sent an email to *** all with no response.

And when you do not pay the bill, they blacklist you and put up a poor payment profile at ITC for you.