sigh......................

This is my experience with Telkom in trying to get them to cancel my ASDL line.

• In August 2018, I decided that I no longer needed an ASDL line as I had installed a 4G wireless facility. Although it might be useful as a backup, the monthly cost of R166.45 was, I reasoned, rather a waste. • I tried to contact the Telkom call centre on two occasions to enquire how I might be able cancel the ASDL line. On both occasions I give up after a half hour or so of waiting; in any event, their choice of music is appalling. • I struck it lucky on the third occasion after about 20 minutes and spoke to a lady who said that I would need to email a crowd called ‘assurac’ with my instructions and they would attend to the cancellation. My email should include a copy of my ID, the line number I wanted to cancel, my cell phone number and a copy of my latest Telkom account. I duly emailed all the information on 5 September. • Amazingly, on 7 September a ‘Cancellations Consultant’ emailed me back with a request that I complete a cancellation request form and also send a copy of my ID, despite the fact that I had already sent that. Nevertheless that day, I completed the form and again copied my ID. • Things seemed to be moving fast as, on 8 September I received a reply acknowledging my request but the ‘Communications Consultant’ this time said that there was a ‘past due amount’. I took this to mean that I owed some money. The account I originally sent on 5 September quite clearly showed that the account was fully paid. I wondered why the ‘Communications Consultant’ did not look at this. To resolve the ‘past due amount’ I was asked to phone the call centre again, but this time to speak to the accounts department to verify matters and to report back to ‘assurac’ with the accounts department’s comments. I wondered why the ‘Communications Consultant’ could not have done this internally as part of the Telkom organisation. I further wondered what would happen if there was an outstanding balance and I gave a false report. The procedure seemed quite flawed to me. • After being away for a few days, I did contact the accounts department on 12 September as instructed and it was confirmed that my account was fully up to date. So I immediately conveyed this information together with a copy of my latest account (which had arrived in the interim) which again showed a clear account with the next payment due on 20 September. • Having comp**** with instructions, I waited now for my October account which arrived on 15 October. Of course, it still showed the cost of the ADSL line. So I emailed ‘assurac’ again asking for clarification and re-sending copies of all previous correspondence as well as a copy of the October account. • On 16th October, the nameless ‘Communications Consultant’ revealed herself as Samantha Naidoo. To my dismay, I was again accused of not paying my bills and told to phone the accounts department again. Of course, I started to take a great deal of umbrage and complained that I had already proved that the account was up to date and if she had a different opinion, then she should please provide the details. Again I sent copies of all the correspondence. • With no reply by 19 October, I re-emailed the correspondence commenting that it would be a nice courtesy to receive a reply – even if only an acknowledgement of receipt of my email. Amazingly on the same day, the ‘Communications Consultant’ morphed into Jacquelene Chetty who informed me that my cancellation request had been processed and ‘Your cancellation order no is ********** 27A.

Relieved I settled back in confident knowledge that as I had a cancellation reference, all would now be sorted out.

• No prizes for guessing the contents of my November statement which arrived on 30 November – I am still being charged for the DSL line. No mention of any refund since September either.

It seems to me that the left and right hands of the Telkom organisation are so firmly clasped to each other they are unable to move.

Of course, I am now questioning whether to retain the land line associated with DSL line as I can have free VOIP calls with the 4G service.