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1 reviews | Active since Apr 2017

20 Jun 2018, 07:56

Struggling to Cancel Account - not getting response

I've been trying to cancel my Telkom line since the 9th of May 2018 and I only got one response that doesn't help me much. Firstly, you made it "easy" to cancel or log a dispute via your self-service portal online but this is just an absolute lie. I've phoned you to ask how to cancel or where to send my cancellation to and was directed to the Self Service portal. Let's not get started on how long I had to wait to actually get through and talk to someone. Anyhoo, back to this specific complaint. After canceling online I received a case number and I was expecting to get my last bill but nope being charged still for July. Now I understand that I have to give 30 days notice (I read that section carefully, 30 days and not 1 calendar month's notice). So the 9th of June I was expecting my last bill. Nope, being charged still till July (as I've mentioned above). No communication or confirmation to advise that my cancellation was received apart from the case number. Fun... I then went on your site to chat to someone online and yes this was after 08:00am, and I waited so long for a response and guess what... NOTHING. So I though, let's try Facebook (whilst I keep the chat open) and I sent a message with my account number and case number, this was at 08:11am and guess when I got a response??? 18:42pm and guess what the message read: " Please provide us with your ID number to access your account for further assistance" Wish I had emoji's to express my face at that stage, but let's just say I went from Dr Jekyll to Mr Hyde in 1 seconds top (for you kids working there Google it). I've given my account number in my original message, why do you need my ID number to retrieve my account if I've given you my account number. Does this make sense to you? So, I responded with my ID number and asked why my account couldn't be accessed with my account number provided (the one that YOU gave me that's on my Invoice). So now I need a quicker response to the dilemmas I'm facing and I want answers on the following: 1. Why couldn't you access my account via my account number (Social Media site: Facebook - making sure you check the right site where the only response I got from you came from). 2. Why my account is not cancelled as requested on the 9th of May 2018 already? 3. Cancel my account (This was just a line rental which we don't need anymore as we have Fibre now - and thank which ever entity that it's NOT through Telkom). 4. Send me my last bill, and it better not be until July 2018. I submitted my cancellation and copy of ID on the 9th of May 2018. So according to me I'm all paid up but if there is some small fee I'll pay it. 5. Please don't phone me to ask anything that is stipulated in this complaint. I'll give you my account number if you phone me, to avoid Mr Hyde reeling his head.

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Replies (3)
's update12 Aug 2018, 08:17
Reviewer Update
Dear Luleka, It's been more than a month since you sent me a response and I've just absolutely livid with the lack of service from Telkom. Initially when I cancelled through your online portal I received a case number: ********** 9 this was on the 9th of May, the day I cancelled. To my understanding the 9th of June I should have received my last bill but you guys charged me for June, July and now again I have a bill for August????? I've paid for June and reluctantly paid for July (which I shouldn't have as your notice is 30 days and my bills run from the 9th -9th, according to my statement). I can't keep paying for something that I've cancelled and that I not use anymore. On the 12th of July I received an sms stating the following: "Your case no ********** 9 is resolved. Please call 081180 for Telkom mobile related queries and 10210 for Telkom Services and Products related queries." Now please answer me this? If my query has been resolved why am I still getting bills. I cancelled on the 9th of May, making the 9th of June my last bill I had to pay. So you need to pay me back for July you made me pay, and I refuse to pay for August. I'm done with hearing excuses and getting a pathetic "we'll attend to your query" response. Someone needs to phone me and phone me quickly to get this sorted out. Your notice period is 30 days for cancelling an account, not 60 or 90 or 120. Really shocked and irritated by the lack of any service, and as I've said before I don't need your service as we have fibre now, and believe me I don't want your service or will I EVER "promote" your service to anyone I know. Please get this sorted out A.S.A.P and have someone call me because I want my refund for July that you made me pay where I shouldn't have paid!!!!!!
's update16 Nov 2018, 06:30
Reviewer Update
I've been struggling since may to cancel my account, phoned the other day again and guess what they confirmed that my account was cancelled but some idiot didn't stop the billing. If I cancelled in May then I was only supposed to pay for June, which I did in July. So I paid June and July's invoice and now all of a sudden I get a new account and only an amount of R180.00 odd had been subtracted to your fictional amount of what I owe you. I owe you NOTHING! GET THIS ACCOUNT CANCELLED AND CORRECT THE INVOICE!!!!!!!!!!!!!!!!!!!!!!!!!!!! APPALLING SERVICE!!!!!
's update30 Jan 2019, 14:54
Reviewer Update
Due to Telkom's incompetence I'm unable to apply for any accounts or rentals. Because of your mistake in not cancelling my Telkom account as the trail mail clearly stated. Funny that I was first told it was because the service provider (internet) didn't cancel on their side, but then I sent proof that the line was cancelled on the 25th of May. I sent this proof to a Supervisor (so I was told) Wyane, and he was supposed to provide me feedback but to this day I have not received any word apart from an sms received on the 21st of January 2019 advising me that my case no. ********** 5 has been resolved. I submitted my cancellation online, received confirmation that it was received and have been **** to and sent up and down to the point where you advised me pay and I wasn't supposed to pay and hence my credit score showing 5 months I haven't paid, which were the months I was struggling to cancel the account and where I didn't have to pay. YOU NEED TO CLEAR THIS OFF MY NAME AND YOU NEED TO DO IT FAST, NEXT STEP WILL BE A FORMAL COMPLAINT TO THE CONSUMERS ACT.