Problems with Cancellation of Telkom Services

I have had a Telkom landline for many years, but as a result of the cost of living I am forced to cancel the service. Well for two weeks solid during June 2018 I tried everything and anything to find out how to go about cancelling my landline account with Telkom. Everywhere I turned I was informed that I had to do the cancellation on the Telkom website. I tried that a few hundred times by login onto my account profile on their website. and following all the guideline I received. On my account profile I selected Manage My Account as per the guideline and then at the bottom of the profile there should be five option to select, the last one apparently being for the cancellation of services. Well every time I went through this procedure there was no option available to cancel any service. Eventually I got fed up and tried looking for some where to phone to find out how to resolve the problem. The first lady that I spoke to at their Customer Care line could only read from a script and kept on repeating the steps that I had already taken hundreds of time without success. She would not listen to my complaint that her steps were not working, or she did not know how to help me correct whatever was wrong so that it would work, no she just went back to her script.

Eventually I tried the Telkom Community forum and asked them for advice on how to cancel my service. I still have not received any reply from them Then I sent a message directly to the Customer Care Services and also to date have not received any reply.

On 26/6/2018 I tried phoning the Customer Care line again. This time I got through to a lady called Thulisile Myeza, who at first also gave me the same guidelines as to how to go about cancelling my service. When I explained my difficulties in doing that she then asked me to go online and she would walk me through the steps again. Well I did that with the same result, there was no option to cancel available, so I could not cancel online. Thulisile then asked me to go to the Link my Service option, which I did, where the system just gave me an error message saying that it did not recognize my account. Here I must add that my account is registered as well as my profile, yet the system does not recognize it and hence the reason why it will not give me an option to cancel. Thulisile then asked me to email her my request to have my service cancelled and to attach a copy of my ID as well as a screen shot (photo) of the system's error message and she would then forward my request to the relevant department. I did that at the same time and she acknowledged receipt for the documents. In the email I had given my notice period as being from 1/7/2018 with the termination date being 31/7/2018.

However I never received any reference number for this cancellation, So today 12/7/2018 I phoned customer care again just to confirm that my cancellation notice had gone through. Well shock and horror! I was informed that no such notice had been received and that I cannot cancel my landline service any other way than going on line. I again tried explaining that their system does not recognize my account and wont allow me to cancel. This keeps on harping back to the script and giving me the guidelines for online cancellation, but eventually gets fed up and gives me a so called telephone number 1010 to phone for the cancellation department. I tried that number several times. It does not seem to exist as all you get when dialing that number are long beeps, indicating that the number does not exist.

I am at a loss, I do not know how to cancel my account and I urgently have to have it terminated by the end of this month.

I just wish to add that my mother died in January of this year and my sister completed forms for the cancellation of her land line, which she had to send somewhere. Well to date my sister is still receiving a monthly account for subscription fees, which tells me that my deceased mother's account has not been cancelled either.

William Danielz