Service Not Cancelled

Item: Telkom
Rating: 1

In November 2016 I sent a cancellation form to Telkom on the cancellations email address as I was directed to do by the service agent. the ADSL was supp**** by Telkom but serviced by Cybersmart. I received an sms and an email from Telkom to say that the service was suspended. I am still receiving accounts for the line. December, January and February. The land line no is ********** , The telkom case no is RE: case no ********** 6. I have re-sent the cancellation to the ********** email address as well as to the service agent who assisted me Busaphi Fortunate Jal (BF)i ********** Fortunate's last response was as follows: Good day On my side you did'nt sent the request for cancellation, you only sent bank statement with charges of R79.00 which already escallated to my suspervisor, regarding with cancellation you have to sent your cancellation form to ********** , that is for cancellation dept and they are the one got access on cancellations not us. Regards Busaphi Fortunate Jali Representative - Customer Service E-mail: ********** And this is after 2 months of trying to resolve this. I did receive an automated email from cancellations in December 2016 and in February 2017 as below: From Subject Received Size Service Cancellation AutoReply : Telkom Service Cancellations 2016/11/29 21 KB Dear Customer We hereby acknowledge receipt of your fixed line Consumer Contract and Services Cancellation/Retention Request. A service consultant will contact you within 21 business days to verify the information provided and/or confirm cancellation/retention options available. Please be advised that: • This mailbox handles consumer fixed line cancellation requests only and for all other requests e.g. Billing, Faults, DSL Speed issues or Order Progress, please call Telkom on 10210. • Please note that all cancellation requests must be accompanied by a completed and signed “Consumer Contract and Services Cancellation/Retention Request” form. The form is available at http://tiny.cc/canceltelkom. • Please include proof of the account holder’s identification or duly authorised person’s identification (copy of SA ID or passport). • Copy of death certificate (if applicable). • Failure to provide the above could lead to unnecessary delays. • Moves and relocations can be completed online at www.telkom.co.za/moving • For Business fixed cancellation requests, please provide a cancelation letter on the company letterhead accompanied by a copy or the account holder’s ID to ********** The business cancellation from is available at http://tiny.cc/cancelbusiness. • IF you have a DSL service with another service provider please first contact your DSL services provider, cancel your DSL with them and inform them to convert your DSL line back to a voice service (PSTN). Once confirmed, then please email your voice line cancellation request to Telkom. The form is available at http://tiny.cc/canceltelkom. Please note that a standard written notice period applies in terms of changes to Telkom products and services. Kind Regards Telkom From Subject Received Size Service Cancellation AutoReply - with Details and info 2017/02/15 21 KB Dear Customer We hereby acknowledge receipt of your fixed line Consumer Contract and Services Cancellation/Retention Request. A service consultant will contact you within 21 business days to verify the information provided and/or confirm cancellation/retention options available. Please be advised that: • This mailbox handles consumer fixed line cancellation requests only and for all other requests e.g. Billing, Faults, DSL Speed issues or Order Progress, please call Telkom on 10210. • Please note that all cancellation requests must be accompanied by a completed and signed “Consumer Contract and Services Cancellation/Retention Request” form. The form is available at http://tiny.cc/canceltelkom. • Please include proof of the account holder’s identification or duly authorised person’s identification (copy of SA ID or passport). • Copy of death certificate (if applicable). • Failure to provide the above could lead to unnecessary delays. • Moves and relocations can be completed online at www.telkom.co.za/moving • For Business fixed cancellation requests, please provide a cancelation letter on the company letterhead accompanied by a copy or the account holder’s ID to ********** The business cancellation from is available at http://tiny.cc/cancelbusiness. • IF you have a DSL service with another service provider please first contact your DSL services provider, cancel your DSL with them and inform them to convert your DSL line back to a voice service (PSTN). Once confirmed, then please email your voice line cancellation request to Telkom. The form is available at http://tiny.cc/canceltelkom. Please note that a standard written notice period applies in terms of changes to Telkom products and services. Kind Regards Telkom As you can see Telkom does not seem to be interested in resolving the query and I am not going to pay my account until they do! I really hope you can assist me in getting this resolved. Lee-Ann

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