TELKOM - CANCELLATION COMPLAINT

I opened an account with Telkom between the beginning and 10th May 2017, the gentleman that sold me the service told me that the amount data I would be getting would suffice for what i require it for (ie streaming videos on Netflix etc he also said that if im not happy with the product i could cancel it at the end of May 2017 and it would be no problem, so i thought this is perfect i can see if this will work for me and my family, if it doesnt then i can cancel. Turns out - this is not the case. For the purpose of which i intended to have the product and use the service did not suffice so I thought there is no point in keeping this service as the data was far too little (as stipulated on my cancellation form).

On the 25th May 2017 I sent in my cancellation form to cancel the service and product I have with Telkom. I received a Automated Response email stipulating the process takes 21 business working days to complete and somebody will contact me within those 21 business working days to confirm the cancellation.

The end of June came, I received no phone call and I presumed my contract had been cancelled but Telkom still debited my account for the Month of May as well as June so i phoned Telkom customer care line and they said to me that that charge was most likely an early termination fee. Which i thought was understandable and make sense. From this conversation i was under the impression my contract was thus cancelled and by the end of July i would not be paying.

The end of July 2017 comes, and Telkom debits my account. So i phone Telkom right away i speak to a lady by the name of Rethabile she says that my cancellation was not processed so thankfully she opened a case for me (ie Case number: ********** 9). She said somebody will contact me within 21 business days.

The 7th August 2017 comes, and i still have not received a phone call to confirm the cancellation. So i phone Telkom and speak to a lady by the name of Queen and she says that all she can do is escalate the matter to management. i tell her to do it.

The 15th August 2017 comes, and i still have not received a phone call to confirm the cancellation. So i phone Telkom again and speak to a lady by the name of Gugulethu Mbatha (Time: 16:51) she says to me all she can do is escalate it to management. i tell her to do it.

The 17th August 2017 comes, and i still have not received a phone call to confirm the cancellation. So i phone Telkom again and speak to a lady by the name of Zama Ceme (Time: 09:47) she says that all she can do is escalate it to management. i tell her to do it. At this point im getting a bit concerned because its the middle of August and if it doesnt get done now im going to have to wait another 21 business days.

The 21st August 2017 comes, and i still have not received a phone call to confirm the cancellation. So i phone Telkom again and speak to a lady by the name of Xoliswa Thabethe (Time: 14:34) and she says that somebody should have phoned me within the 9 business days from the case number log which was on the 31 July 2017. To my surprise i was shocked and so was she. i then asked her to escalate it to management.

The 25th August 2017 comes, and i still have not received a phone call from Telkom to confirm the cancellation. So i phone Telkom again and speak to a lady by the name of Sinenhlanhla Mlangeni (Time: 14:35) she says that it has been attended to, she will send the person an internal email to give me a call. i ask her to send the email and please escalate it to management.

The 29th August 2017 comes, and i still have not received a call from Telkom to confirm the cancellation. So i phone Telkom again and speak to a lady by the name of Nonthando Mtshali (Time: 07:02) she says the case has been attended to and she will send an internal email to the person attending to my case. and assured me somebody will call me. i ask her to then escalate to management.

The 31st August 2017 comes, and i still have not received a call from Telkom to confirm the cancellation. So i phone Telkom again and speak to a gentleman by the name of Thobela Natela (Time: 11:24) he says that it has been attended to but he actually re-attached the cancellation form to my profile so that it is more visible. i then asked him what cell phone number is on my profile as maybe no body could get a hold of me he repeated my cellphone and it was absolutely correct, i then ask him to add another cellphone number incase my original cell phone number is not available.

I then visit a Telkom store on the 01 September 2017 in Kyalami Corner and speak to a gentleman by the name of Kabelo i explain my situation to him and seeing if he can perhaps assist me further. He then gives me the number to contact Ashiq Osman who is the Cancellation Department Manager, i tried called twice on the 04 September 2017 and to no answer.

So here i am, begging Telkom to assist me in whatever matter they can. I understand people make mistakes and sometimes things dont plan out how they are supposed to. But i do believe i have been more than patient and done everything i possible can to alert Telkom of my situation and I am being put in a difficult position financially every month.

So please can somebody assist me.

Thank you so much