Telkom Accounts cancelation Nightmare

Good day All Sit back and enjoy reading my nightmare....

On 26 Feb 2019, I followed Telkom’s recommended online cancellation process to cancel my Telkom ADSL line after switching to fibre.

The process completed without any problems giving me a Ref number : ***2...

Having read the T&C’s I new that it required 30 days’ notice bla bla bla anticipating my last bill to be the end of March..

I did a follow up call before the end of March to confirm, and was told that it would be completed on The 28th of March

The end of March came and went and the debit order went off as it was supposed to but the service was not cancelled?...

I gave it a few days, checking the phone line for dialing tone, ever so often.

This went on for the whole of March and guess what ? Another debit order went off

During the first week of April, I found the line was no longer active

At last I thought

But wait there is more. debit order went off end of April again with the phone line not working anymore.

When I received notification that another debit order has gone off in May, I know there was trouble!

So here I go dial 10210... wait for 15 minutes.... got hold of a customer consultant (name unknown) who informed me of the following

My phone line was cancelled on 17 April 2019 but the ADSL service ( which you can’t use without a line) was not?

To those who do not understand, this is the equivalent of stating: You can use the air around you which you pay for to breath (ADSL service ) but we have taken away your lungs (physical line).

The Consultant could not explain why or how this happened, but her solution was to submit the cancellation now. She then completed the process her side while I was holding.

Having lost all faith in the "automated system" I requested proof that this was done

She told me that she can’t provide proof and that it takes 24 hours and that I should call again tomorrow to confirm. (This is pathetic! Please can you call again tomorrow to see if I did my job correctly? )\

So i phoned again the next day 13 June, and I got hold of Busiswa Merile...

She informed me that: "It is still showing as pending check again tomorrow 24 hours later "

This was not good enough and I requested that she check tomorrow, and call me or email me. She responded that she can’t with some lame excuse of potential call volumes..

I managed to get her email address and informed her that I will be following up with her the next day.

14 June I Sent my mail and got a same day reply stating that “The status is still pending” and that she has “escalated the matter to IT ref *** “and stated she will “notify me immediately once she gets a response”.

With a public holiday in between, I only followed up on the 18th of June by sending started her emails every few hours requesting an update. No reply.

I continued sending multiple emails daily with not reply

On the 25th of June I received the first reply Stating that she (now only) escalated this to her manager Jade Japhta...

I requested her details and I then sent her, jade a mail requesting an update

a day went by with no response

On the 26th on June I received a reply from Jade Japhta stating that " I will have a look at the account and advise accordingly,"

Today 27 June 2019… still no reply and no resolution

Neither of these two individuals has bothered to initiate any communication out of their own.

I can bad mouth the individuals as much as I like but this won’t fix the problem.....

The worst part to me is the fact that this is simply a minor admin error caused by a so called " automated system" so you can’t even pinpoint the blame to an individual. very convenient!

Somehow since I started requesting feedback, the sales department managed to get 3 different call enter agents to try and sell me some cell phone special ….This must also be a “Automated system glitch !”

The users and administrators of these Automated systems however seem to be professional Ping pong players never accepting responsibility for resolving a problem. My next move will be to escalate the matter to Jade Japhta’s superior

Something tells me that this matter is far from over!

Today 27 June 2019.... I send a follow up mail to Jade Jephta requesting feedback and guess what i got?

Automatic reply: Escalation of escalation #1 Thursday 27 June *** Good Day Please call 10210 for further assistance. Thanks and Regards, Jade Japhta

Out of office reply .... I seriously doubt she left the office to " have a look " at my case....