Shocking service from Telkom customer care ***8 no charge

I would like to express my disappointment and frustration with Telkom customer care

I had taken out a contract with Telkom for the 15GB Nightsurfer deal in May. As per their agreement a cancellation must be done within a month,which I had contacted the call centre as I found a better deal elsewhere and requested to either match as I did not mind paying in extra or to cancel the contract.

I made contact with Zintle Piliso who sent me a cancellation form which I duly filled and sent in on the 25.05.17.I called her to confirm if she had received the form and she advised it takes 21 days to process.

After 21 days I had no feedback so I contacted the call centre and spoke to Nomxolisi Cele who was very helpful.She advised that the contract is older than a month and cannot be cancelled.I explained again that it was cancelled within the cancellation period and emailed her proof from Zintle. She then requested me to return the modem to the nearest branch (mall@carnival) and sent me a confirmation email for them to assist (26.07.17).I was turned away from the store as I was told that they are a sales branch and do not deal with returns as their primary function is sales.

I then had to contact the call centre again and was put onto Bianca Delo (02.08.17) who then told me that the contract is older than 2 months and I have to pay a cancellation fee.I then had to explain the whole situation again and sent her referring emails from Zintle and Nomxolisi.I received a response on the 03.08.17 saying my email was received and will be investigated

I sent a follow up email to Bianca on the 11.08.17 to find out what was happening as I am still being billed for the contract.No response.I then sent another mail on the 24.08.17 to all 3 ladies for assistance and no response to date

Being in the customer service industry,for me this is poor service as no one seems to take ownership of the problem and see it to the end.I am even keen on upgrading the contract but because of being pushed from pillar to post I really do not feel like dealing with Telkom even though I have a cellphone contract as well.The experience has been shocking and I would warn friends and family not to even consider Telkom as a service provider.

I have all referring emails & conversations on hand as proof of my claims.

Extremely disappointed

Donovan Rungasami **********