Telkom continues to rob me - CASE N0: 19 64 53 94

<p>Hi,</p> <p> </p> <p>With regards to case number: 196 453 94:</p> <p> </p> <p>In July, Telkom advertised online a deal of Unlimited LTE internet for R799 a month. I responded to this advert and requested that someone calls me. When the salesperson called, I asked them to confirm if I will get connection at my residence, and they assured that there is definitely coverage.</p> <p> </p> <p>The device was delivered on the 9th of August, and after continuously trying to connect to the internet , I again asked the call center if there is coverage, and they told me that there definitely is coverage. However, I was still unable to connect.</p> <p> </p> <p>Telkom then stated that they will send through their technician to see why I am unable to connect.</p> <p>Their technician only came through on the 7th of October, two months later. This technician, Kresen from RNS consulting confirmed that there is definitely no coverage, and told me that he will inform TELKOM to cancel my contract.</p> <p> </p> <p>I also contacted TELKOM asking for cancellation, and they sent me a form to fill in. I filled it in on the 26th of October, 2016, and was promised that the contract will be cancelled within 21 working days. However, I have not again heard from TELKOM, and I had to continuously phone and write to them. All they do is that they promise that they are escalating the case.</p> <p> </p> <p>If I go in store to ask about the cancellation, they say it has to be done online. If I try to do it online, they tell me to contact 081 180. If I call that number, they merely say they are escalating the case, and someone will contact me soon. But no one contacts me thereafter.</p> <p> </p> <p>I wrote on Hellopeter in November, and Moenieb from Telkom Social Media Team promised to assist. However, I have not heard again. </p> <p> </p> <p>After sending hundreds of emails to the customer service of Telkom, and phoning 081 180 thousands of times, Stacey-Lee undertook to assist me.</p> <p> </p> <p>On 2nd Dec 2016, she promised me via email that my contract will definitely be cancelled, since I have no coverage.</p> <p> </p> <p>On 4th January 2017, she wrote to me: "I apologize that your issue have not been resolved. I will be as thorough as possible in seeing that the matter at hand is executed to your satisfaction and here is what I have done thus far...</p> <p>· I have emailed the person in charge/assigned to the case for assistance/update</p> <p>· Escalated ( Cc’d ) my manager for further liaison ship with regards to the current predicament."</p> <p> </p> <p>She also gave me her personal email address and promised to assist. </p> <p> </p> <p>However, when I contact her thereafter, she ignores all emails.</p> <p> </p> <p>Similarly, on Friday 13th January 2017, I contacted the customer service of Telkom on 081 180. Lerato typed in the case number: 196 453 94. She clearly told me that she can see the report of the technician, and hence my contract will be cancelled in 24 hours. She also promised to contact me that same day at 17:00 to give an update. Neither she contact me, nor has my contract been cancelled.</p> <p> </p> <p>Lerato told me that her supervisor, Nokthula Ngozo will personally assist with this cancellation, but nothing happened.</p> <p> </p> <p>With all this, various different people in the customer service and complaints department merely say they will escalate the case, but then we do not hear from them thereafter.</p> <p> </p> <p>Then suddenly I get a call from Mpho Kambule from the cancellations department on Monday the 16th of January at 10:24. I think that finally after 5 full months, this contract will be cancelled. However, Mpho says that she cannot find the report of the technician who came in Oct. Bear in mind that Stacey and Lerato clearly said that the report is there. So either Mpho ****, or Telkom were irresponsible to loose the report. Due to this, she says she will follow up and contact me the next day at 12. Nine days have passed. and she has not contacted me, nor has my contract being cancelled.</p> <p> </p> <p>In spite of having the report of RNS Consulting from October 2016, on Monday 23rd January, Telkom again sends technicians, and a new case number is opened: 169 85 90. The technician again confirmed that I have absolutely no coverage, and Telkom will have to cancel my contract.</p> <p> </p> <p>In this way, Telkom is debbitting my account every month, without providing any service. </p> <p> </p> <p>I have finally written to ICASA, and hope this will work. Does anyone else know how I can get Telkom to stop *****ing?</p> <p> </p> <p>Thanks,</p> <p> </p> <p>Ismail</p> <p> </p>