SHOCKING SERVICE
<p>I gave Telkom notice telephonically and in writing to cancel my 4G contract in SEPTEMBER 2016 as I was due to move overseas at the end of OCTOBER 2016. TO DATE NOTHING HAS BEEN ACTIONED ON THEIR SIDE , despite my attempts to correspond and follow up . They continue to debit my account with the instalments for the months that they have taken to do nothing and tack on charges and penalty interest ! 6 months down the line now. ! I gave a friend a power of attorney plus copies of all correspondence to deal with this and get it resolved. TELKOM staff in the branch refused to help her. My account has now been debited with R5000 . WHAT DOES IT TAKE TO GET SOME ACTION FROM THESE PEOPLE .</p>
Hi Launa , here is the timeline of events with all the reference numbers and contacts .
TELKOM
ACCOUNT NUMBER ********** 28
REFERENCE NUMBER ********** 476
20 Sept 2016 Phoned callcentre . Spoke to Charlene Mncube . She advised that they required one months notice , and she would send me the cancellation form . She informed me that the cancellation penalty would be approx. R1500 but that Telkom would contact me to confirm the amount .
30 /9/2016 Received the blank form and emailed the completed form to **********
30 /9 /2016 Emailed cancellation request form to **********
4 /10/2016 I received an email from cancellations asking for acc number and service reference number , to which I rep**** .
18 /10/2016 I ********** follow up and ask for progress . No response.
21/10/2016 I phoned the callcentre again to follow up as I was due to leave SA on the 23 October and wanted this finalised . I was informed by the callcentre agent that my request/query would be escalated , and she promised it would be sorted out and an agent would contact me to confirm . NO CONTACT FROM ANY AGENT
.
3/11/2016 I still had no response , so I ONCE AGAIN ********** them to sort this out.
11/11/2016 I received an email asking for the cancellations form AGAIN , to which I responded and forwarded all the correspondence to date . No response/ no reply / no action
5/12/2016 I emailed cancellations AGAIN !!!!!!!!! Asking for feedback and for this matter to be finalised. Also resent the original cancellation form . NO RESPONSE
7/12/2016 Posted to Telkom Facebook page about my complaint , provided acc number and new contact details. .
8/12/2016 Received a FB request for completion of a new cancellations form and confirmation of service number . I forwarded a copy of the ORIGINAL cancellation instruction email to ********** .
12/12/2016 Received new reference number from Telkom facebook administrator . I was asked again for the service number ( which I had already provided on numerous occasions) . They gave me ref number AI ********** to quote on email and case number ********** 9.
15/12/2016 Correspondence with Stacey-Lee Duplessis ( ********** ) who undertook to follow up . Advised that I would need to get the cancellation penalty amount from ********** . I rep**** to Stacey that I had emailed and requested the confirmation from cancellations department and as I had not had a response from them , requested that she assist me in getting everything sorted. NO FURTHER RESPONSE FROM HER .
15/12/2016 My account debited with 2 amounts R2000 and R997 . NO correspondence from Telkom cancellations. Instructed bank to return debit orders and messaged the Telkom Facebook administrator . FB Admin rep**** asking for email address and details to which I rep**** .
20/12/2016 received message from FB Administrator advising cancellation team dealing with query and will provide feedback . Case number ********** 9 NO FEEDBACK
3/1/2017 I messaged FB administrator advising no feedback received and request to please follow up and correspond via email as I am overseas . They rep**** confirming that they have my email address and Cancellations would correspond with me via email .
4/1/2017 Received message from FB administrator to confirm they had followed up with Cancellations and that they were “ actively doing their best and updates will be provided “ ….. NO UPDATES
6/2/2017 Messaged FB administrator AGAIN querying the non-action . They rep**** asking for reference and service numbers AGAIN !! . I rep**** with details
7/2/2017 FB administrator rep**** . They will follow up and get team to assist
9/2/2017 FB administrator rep****. Query still with retentions for cancellation . Feedback to follow . NO FEEDBACK RECEIVED
15/2/2017 My account debited with R4995 . I messaged FB admin . They assured me that the “ team were working on this “ and feedback would follow . NO FEEDBACK
1/3/2017 My account debited with R4995 . Instructed bank to return debit order . STILL NO FEEDBACK
Sent General Power of Attorney to my friend Anthea Werrett in Hillcrest along with copies of all correspondence . She visited the Telkom branch , where staff refused to assist her
15/3/ 2017 My account debited with over R5000 ! Sent FB message . Posted complaint to Facebook page 3 times ( posts disappeared) . Posted to Hello Peter and to Ombudsman . Received message from FB admin , they had sent details to consultants and have escalated my query . FB admin Requested updated contact details . Sent . Reference number ********** 1 given .
16/3/2017 Received reply to Hello Peter posting . Reference AI **********
.
Hi Launa , here is the timeline of events with all the reference numbers and contacts .
TELKOM
ACCOUNT NUMBER ********** 28
REFERENCE NUMBER ********** 476
20 Sept 2016 Phoned callcentre . Spoke to Charlene Mncube . She advised that they required one months notice , and she would send me the cancellation form . She informed me that the cancellation penalty would be approx. R1500 but that Telkom would contact me to confirm the amount .
30 /9/2016 Received the blank form and emailed the completed form to **********
30 /9 /2016 Emailed cancellation request form to **********
4 /10/2016 I received an email from cancellations asking for acc number and service reference number , to which I rep**** .
18 /10/2016 I ********** follow up and ask for progress . No response.
21/10/2016 I phoned the callcentre again to follow up as I was due to leave SA on the 23 October and wanted this finalised . I was informed by the callcentre agent that my request/query would be escalated , and she promised it would be sorted out and an agent would contact me to confirm . NO CONTACT FROM ANY AGENT
.
3/11/2016 I still had no response , so I ONCE AGAIN ********** them to sort this out.
11/11/2016 I received an email asking for the cancellations form AGAIN , to which I responded and forwarded all the correspondence to date . No response/ no reply / no action
5/12/2016 I emailed cancellations AGAIN !!!!!!!!! Asking for feedback and for this matter to be finalised. Also resent the original cancellation form . NO RESPONSE
7/12/2016 Posted to Telkom Facebook page about my complaint , provided acc number and new contact details. .
8/12/2016 Received a FB request for completion of a new cancellations form and confirmation of service number . I forwarded a copy of the ORIGINAL cancellation instruction email to ********** .
12/12/2016 Received new reference number from Telkom facebook administrator . I was asked again for the service number ( which I had already provided on numerous occasions) . They gave me ref number AI ********** to quote on email and case number ********** 9.
15/12/2016 Correspondence with Stacey-Lee Duplessis ( ********** ) who undertook to follow up . Advised that I would need to get the cancellation penalty amount from ********** . I rep**** to Stacey that I had emailed and requested the confirmation from cancellations department and as I had not had a response from them , requested that she assist me in getting everything sorted. NO FURTHER RESPONSE FROM HER .
15/12/2016 My account debited with 2 amounts R2000 and R997 . NO correspondence from Telkom cancellations. Instructed bank to return debit orders and messaged the Telkom Facebook administrator . FB Admin rep**** asking for email address and details to which I rep**** .
20/12/2016 received message from FB Administrator advising cancellation team dealing with query and will provide feedback . Case number ********** 9 NO FEEDBACK
3/1/2017 I messaged FB administrator advising no feedback received and request to please follow up and correspond via email as I am overseas . They rep**** confirming that they have my email address and Cancellations would correspond with me via email .
4/1/2017 Received message from FB administrator to confirm they had followed up with Cancellations and that they were “ actively doing their best and updates will be provided “ ….. NO UPDATES
6/2/2017 Messaged FB administrator AGAIN querying the non-action . They rep**** asking for reference and service numbers AGAIN !! . I rep**** with details
7/2/2017 FB administrator rep**** . They will follow up and get team to assist
9/2/2017 FB administrator rep****. Query still with retentions for cancellation . Feedback to follow . NO FEEDBACK RECEIVED
15/2/2017 My account debited with R4995 . I messaged FB admin . They assured me that the “ team were working on this “ and feedback would follow . NO FEEDBACK
1/3/2017 My account debited with R4995 . Instructed bank to return debit order . STILL NO FEEDBACK
Sent General Power of Attorney to my friend Anthea Werrett in Hillcrest along with copies of all correspondence . She visited the Telkom branch , where staff refused to assist her
15/3/ 2017 My account debited with over R5000 ! Sent FB message . Posted complaint to Facebook page 3 times ( posts disappeared) . Posted to Hello Peter and to Ombudsman . Received message from FB admin , they had sent details to consultants and have escalated my query . FB admin Requested updated contact details . Sent . Reference number ********** 1 given .
16/3/2017 Received reply to Hello Peter posting . Reference AI **********
.