Shocking customer service

<p>I've been trying to settle my account with Telkom since the 20th of July 2016, despite being informed by an operator on phone call that my cancellation charge was estimated at R2500 and I needed to fill in the relevant forms nothing has been processed and I have now paid two additional months. I've continuosly emailed trying to sort things out as per the emails below. I find it ridiculous that I tried sorting this issue out and Telkom has not been able to prvide a solution, as I mentioned in the email I have left SA and was trying to ensure my affairs were sorted out and I need to close my bank account, it almost seems they would be happy with me just closing my bank account and not settling any cancellation charges.</p> <p> </p> <p>RE: URGENT!!!!!!!!!!!<br /> </p> <p> <br />BJ<br />bradley john<br /> <br /> <br />Reply|<br />Thu 01/09, 18:51<br ********** <p> <br /> <br /> <br /> <br /> <br />Hi,</p> <p> </p> <p><br />Please note I have still been charged for this months premiums despite all the communication below. I would urgently like an email from a manger giving me a solution to this issue and I am not willing to wait a further 21 days. If I do not have a response by the end of the day tomorrow I will make a complaint on HelloPeter and all other social media forums. I cannot believe your customer service is so shocking.</p> <p> </p> <p><br />Please respond urgently.</p> <p> </p> <p><br />Kind Regards</p> <p>Bradley John</p> <p> </p> <p><br />From: bradley john ********** />Sent: 19 August 2016 15:54<br />To: ********** />Subject: RE: <br />Hi,</p> <p>No this is not okay because when I called you the person I spoke to gave me an estimate of R2500 to get out of the contract and said I should fill in the form. As per my previous emails, I am no longer in South Africa and my bank account will be closed at the end of this month. I have tried a number of times to sort this issue out and Telkom keep coming back with irrelevant responses and not dealing with the issue.</p> <p>With my bank account being closed by the end of month you will not receive a direct debit hence my request to cancel. Please can someone provide urgent, relevant feedback so I can close my Telkom account before my bank account closes? This needs to include my cancellation fee so I can pay you what I need to, you will not be able to contact me as I am not in SA.</p> <p>Thanks <br />Bradley John</p> <p>Get Outlook for Android</p> <p><br />From: Retentions - Cancellations TM<br />Sent: Friday 19 August 15:42<br />Subject: RE: <br />To: bradley john</p> <p><br /> </p> <p> </p> <p>Good day Sir/Madam,</p> <p> </p> <p>Hope this mail finds you well.</p> <p> </p> <p>Please accept our sincere apologies on any inconvenience caused and the delayed response to your email.</p> <p>Also note that we acknowledged your</p> <p> ********** 018 numbers has not been cancelled as per your request because your current contract age is still</p> <p>within the 24 months maturity stage as your contract is</p> <p>5 months , 25 days Rest assured that one of our consultants will be in contact with you to discuss and advise the turn-around-time it will take to address and resolve this matter with you accordingly and</p> <p>you can call our Customer Care Line on 081180 to follow up anytime.</p> <p>Hope you find this in order and thanking you in advance…</p> <p> </p> <p> </p> <p> </p> <p>Regards</p> <p> </p> <p>Mobile_Cons_Retentions</p> <p>Tel:081 180</p> <p> </p> <p>From: bradley john ********** <br />Sent: 16 August 2016 08:42 PM<br />To: Retentions - Cancellations TM<br />Subject: Re:</p> <p> </p> <p>Hello,</p> <p> </p> <p>This is very upsetting as I have filled out the form that I was originally asked to fill out and I sent it back on the 20/07/2016 - over a month ago, now you are saying I need to wait another 20 days for this to be settled. This is completely unacceptable. I cannot sign and send anything to you as I am already out the country. Please find attached my the original form I sent to you which has my signature and the updated one you have sent me in this email along with my ID. I would like a response urgently and am not willing to wait another 20 days as I sent Telkom the details prior to me leaving to ensure I was still in the country during the initial 20 day period. I surely should not be charged another month of this contract as I had sent the documentation back on the 20/07/2016.</p> <p> </p> <p>Please could you feedback urgently?</p> <p> </p> <p>Thanks</p> <p>Bradley John</p> <p> </p> <p> </p> <p>From: Retentions - Cancellations TM ********** />Sent: 16 August 2016 08:15:32<br />To: bradley john<br />Subject: FW:</p> <p> </p> <p> </p> <p>Good day Sir/Madam,</p> <p> </p> <p>Hope this mail finds you well.</p> <p> </p> <p>Please accept our sincere apologies on any inconvenience caused and the delayed response to your email</p> <p>Also note that we acknowledged your request.</p> <p> </p> <p>Kindly see attached the service termination forms that you need to fill in completely including the correct mobile number that needs to be cancelled, sign and send back with ID copy for processing of the request in question. These documents will serve as a written 20days notice of cancellation.</p> <p> </p> <p>Upon having received the required documents, a case for cancellation of services will be logged for record purposes and you will be provided with the Case Ref. No. You can call our Customer Care Line on 081180 anytime to follow up on for progress towards resolution of the request in question. Rest assured that one of our consultants will be in contact with you to discuss and advise the turn-around-time it will take to address and resolve this matter with you accordingly.</p> <p> </p> <p>NB: Please ensure to also add contactable details when completing the form to avoid getting the case closed without the request being processed.</p> <p> </p> <p>Thanking you in advance…</p> <p> </p> <p> </p> <p>Regards</p> <p> </p> <p>Mobile_Cons_Retentions</p> <p>Tel:081 180</p> <p>From: Khanyisile Maphanga (KPS) <br />Sent: 17 June 2016 11:51 AM<br />To: Mametsi Sejake (M)<br />Subject: <br />Importance: High</p> <p>Cancellation request for Bradley John</p> <p>RT<br />Retentions - Cancellations TM ********** <p> </p> <p><br /> Reply|<br />Fri 12/08, 13:35<br />You <br />Inbox<br />Dear Customer<br />We hereby acknowledge receipt of your 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.<br />Please be advised that:<br />· This mailbox handles consumer mobile line cancellation requests only and for all other requests e.g. Billing, Faults, Network Speed issues or Order Progress, please call Telkom on 081 180.<br />· For Consumer Mobile business requests please email to: ********** />· For Fixed line & FMC/Telkom Mix Cancellation requests email to: ********** />· Please note that all 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.<br />· Please include proof of the account holder’s identification or duly authorised person’s identification (copy of SA ID or passport).<br />· Copy of death certificate (if applicable).<br />· Failure to provide the above could lead to unnecessary delays.<br />Please note that a standard written notice period applies in terms of changes to Telkom products and services.<br />Regards</p> <p> </p> <p>radley john ********** /> |<br />Fri 12/08, 13:33<br />Hi,</p> <p>Please can you provide an update regarding my cancellation request below?</p> <p>Thanks<br />Bradley John<br />RT<br />Retentions - Cancellations TM ********** /> |<br />Wed 20/07, 08:39<br />Dear Customer<br />We hereby acknowledge receipt of your 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.<br />Please be advised that:<br />· This mailbox handles consumer mobile line cancellation requests only and for all other requests e.g. Billing, Faults, Network Speed issues or Order Progress, please call Telkom on 081 180.<br />· For Consumer Mobile business requests please email to: ********** />· For Fixed line & FMC/Telkom Mix Cancellation requests email to: ********** />· Please note that all 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.<br />· Please include proof of the account holder’s identification or duly authorised person’s identification (copy of SA ID or passport).<br />· Copy of death certificate (if applicable).<br />· Failure to provide the above could lead to unnecessary delays.<br />Please note that a standard written notice period applies in terms of changes to Telkom products and services.<br />Regards<br /> <br />Mobile_Cons_Retentions<br />Tel:081 180<br ********** <p><br />~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~<br />This e-mail is subject to the Telkom SA SOC Ltd electronic communication legal notice, <br />available at : http://www.telkom.co.za/TelkomEMa*******Notice.PDF<br />~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~<br />BJ<br />bradley john ********** /> |<br />Wed 20/07, 08:39<br />Telkom Cancelation form.pdf<br />190 KB</p> <p>Download Save to OneDrive - Personal<br />Hi,</p> <p>Please find attached my cancellation request form, please urgently advise of the final payment including final month payment for August so I can settle my account before leaving South Africa.</p> <p>Thanks<br />Bradley John</p>