Suspension of internet service, ambush marketing and victimisation by Telkom

I am a Telkom client for the past forty years, having used Telkom internet services from its inception. It therefore saddens me to report my experience as a target of Telkom ambush marketing, and victim of ********** deduction by Telkom from my personal account. 1 In February 2018 I cancelled my Telkom services at the Centurion address I had because the property was sold. The prescribed Telkom form was filled in and submitted. 2 End February 2019 I checked my account (shows how I trusted them) and found that the Centurion number was still debited to my account. 3 I sent an e-mail requesting a refund of the amount (between R6000 and R7000) from Telkom 4 On 26 February 2019 I received an e-mail from a Ms U.N. informing me about the cancellation order number ( ********** 55A). I thought it was for cancelling the Centurion number, when in fact my service in Malmesbury was cancelled 5 Ms U.N. also informed me that a dispute has been lodged with reference ********** 6 6 I had to make at least six calls to the call centre (often the “systems were down”) before my internet service was restored on about 5 March 2019 7 The first incidence of AMBUSH marketing occurred when one of the official’s told me that my internet cannot be restored, and I must apply for a new package (which I duly did). 8 After this episode I realised that I was ambushed and then insisted on the reconnection of my internet service. Ms U.N. assisted in this process 9 On 1 March a Telkom person phoned and asked whether I was still interested in the new package. I said emphatically NO. 10 On 5 April 2019 my Telkom internet service was disconnected again. The systems were down, again, on 6 and 8 April during the several occasions I phoned. And the billing department was closed Saturday afternoon and Sunday. 11 On 9 April I got Ms N on the line. She confirmed that I was disconnected and said she will send a request to be reconnected. 12 By 10 February no reconnection happened so back to the call centre. Ms C from the Durban call centre informed me that the request for reconnection failed according to the system (but nobody informed me). Ms C informed me that, according to the “capturer” my internet cannot be reinstated because of some issue with the telephone line component. I did not understand but … 13 Ms C convinced me to apply for a new 10 meg package (only R200 more than what I currently pay!). So, this then was the second experience of Telkom AMBUSH marketing. 14 By 11 April I realised that I was once again ambushed and phoned the call centre again. “Sam” informed me that this suspension of the service was a billing issue and I had to talk to them. 15 “Vie” at billing told me the service was suspended because there is an order pending, which is under negotiation! (What does that mean, under negotiation for a service request?) I told her that the “new order” came about AFTER the suspension of the service. Then she transferred me to “Bona” who tried his best … 16 Bona, myself and a technical person got on the phone by 11:30. Unfortunately - guess what - their “systems were down” 17 At about 15:45 Bona, myself and the technical person were again in telephonic contact. Now the system was “working”! 18 The tech person said an order must be placed; current order is an update under negotiation; the privileges of the technical department was rescinded (whatever that means!). 19 Bona suggested that he transfers me to Billing. I told him that billing transferred me to him. What must I say to them? I asked 20 He understood and said I must speak to a person higher up; two names were mentioned of which one was “Pauli”. 21 Bona said he will phone me back, at least every second day. 22 He did not phone on Friday 12 April or Saturday 13 April

My questions are: 1 Am I being victimised because I dared to request a refund? Or is it because I am of pensioner age? 2 Is the ambush marketing I experienced now standard Telkom practice? 3 When will my Telkom internet be reinstated? 4 When will the money owed to me by Telkom be refunded? 5 Should I now, after 40 years, seek another service provider?

Today on Sunday 14 April I send this report to the CEO of Telkom, hoping for a positive response.