Telkom - **************** no line cancellation and being billed
Welcome to Helkom.
Dear Telkom *****s.
On the 4th of April I requested through the online portal for my landline to be canceled. The reason for my cancellation - We moved to a new address and theres no telkom line infrastructure.
I followed up with telkom later that month only to find that the line has not been submitted for cancelation. I joined you're online chat portal and chatted to a lady that goes by the name Zinhle Zwane. She asked that I email the proof of cancellation request which I did. The next day a lady phoned me from telkom and confirmed that my line will be canceled within 48 hours and be credited instead of billed because she can see the line was submitted for cancelation in April.
To my suprise I got billed in early May. We already moved to our new residence and I paid for a line we were not using. I followed up with telkom and to my surprise I got through to Zihnle Zwane again on the chat portal.
I was assured that someone will take this matter seriously and escalate it so that the line can get canceled imediately.
On May 10 I received the following email from Lerato Makhele (LM) **********
Dear Mr SMIT
We regret to see you cancelling your service with Telkom.
Please note of the following:
· Cancellation Order Number: ********** 79A
Your Request to Cancel Line: ********** 390 Cancellation Effective Date: 10/05/2018 Order backdated: 04/04/2018
· Cancellation of line: ********** 390 is now done and pending. Kindly note that: · It may take up to 2 months for the billing process to be completed after cancellation
· A 30 days’ notice period applies on all service cancellations
· Where applicable, refund amount will show as a CREDIT in the invoice reflecting the cancellation adjustments
We value your business and trust that you will reconnect your service with us again in future.
For more information, please do not hesitate to call us on 10210 (Home) or 10217 (Business)
Kind regards
Telkom
I figured well maybe the line is actually canceled now ... but wait no it wasn't I was billed again end of may !!!! (#****************).
I followed up again with telkom chat and again I got through to Zinhle .... 3 times lucky wow whats the odds of that happening? Maybe she's the only one working there? She assure me that Roxanne Van Wyk would phone me back that same day which was a Saturday but no one called.
Tonight I received a telkom invoice that will be deducted of my account 2nd of July.
The more you deduct the more I have on you .
I have now filed a complaint with ICASA as promised in my previous chat with Zihnle and I have attached the lovely chat transcripts between Zihnle and I with all emails + invoices and bank statements as proof of money being deducted off my account and submitted it to ICASA.
I will now continue with a stop debid order at the bank and probably be blacklisted as the debid order will bounce and fail to go through just making my case even stronger.
Please see below chat transcript which I copied before the chat ended.
============================= 7th of May =============================
Welcome to the Telkom Chat service. One of our friendly agents will assist you shortly.
Please hold for the next available Agent.
4:31:12 PM) Christiaan Smit> good day 4:31:22 PM) Christiaan Smit> please tell me when my landline is due for cancelation You are currently being assisted by Zinhle Zwane
4:41:28 PM) Zinhle> Thank you for contacting Telkom residential billing chat , you are chatting to Zinhle, how may I assist you? 4:41:58 PM) Zinhle> Thank you for contacting Telkom residential billing chat , you are chatting to Zinhle, how may I assist you? 4:42:01 PM) Christiaan Smit> good day 4:42:16 PM) Zinhle> Hi Christiaan , how may I assist you? 4:42:36 PM) Christiaan Smit> please tell me when my landline will be canceled 4:42:55 PMZinhle: When did you send the cancellation request /
4:42:57 PMZinhle: ?
4:43:23 PM You: about a month ago on the website from the self service portal
4:43:50 PM You: we are relocating to a new house where there is no telkom infrastructure
4:44:08 PMZinhle: Are you the account holder please verify your id number,service number ,full names and surname,email and physical address.
4:44:45 PM You: You: 33705Christiaan Alwyn Smit, ********** , You: 33705
4:44:49 PM You: You: 33705
4:45:01 PM You: yes
4:45:07 PM You: im the account holder
4:45:43 PMZinhle: Please verify the telephone number
4:45:46 PM hidden for security reasons You: ********** 99 I think the service or account number is
4:45:49 PM You:
4:46:22 PM You: I used to old self service portal to request the cancelation
4:46:31 PM You: I was told I need to give a full months notice
4:47:02 PMZinhle: Did you you get the automated response ?
4:47:08 PM You: yes
4:47:34 PMZinhle: Please forward that to ********** so that i can escalate it for you
4:48:06 PM You: I have just done that for you
4:48:14 PM You: can you tell me if you have received the email
4:48:42 PMZinhle: I received it
4:48:50 PMZinhle: It's escalated
4:48:58 PM You: I have sent you two emails
4:49:06 PM You: Because they contain different numbers
4:49:16 PM You: can you see the cancelation pending on your end?
4:49:38 PMZinhle: I've escalated it for you
4:49:48 PMZinhle: Is there anything else i can assist you with?
4:49:57 PM You: but what does that mean.? Does it show that I have requested the cancellation?
4:50:11 PM You: Will someone phone me?
4:50:39 PMZinhle: The line is still active i have escalated to the cancellations department they will contact you
4:50:51 PM You: thank you when can I expect a call
4:51:05 PMZinhle: There's no time frame
4:51:25 PM You: :( I have already paid a extra month for a service that I am not using.
4:51:35 PM You: because telkom did not cancel the line in time
4:51:53 PMZinhle: Once the line is cancelled you will be credted
4:51:53 PM You: But thanks
4:52:02 PMZinhle: Is there anything else i can assist you with?
4:52:15 PM You: I will keep a copy of this chat for reference
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02 June ======================================================== Welcome to the Telkom Chat service. One of our friendly agents will assist you shortly.
Please hold for the next available Agent.
You are currently being assisted by Zinhle Zwane
8:35:49 AM You: good morning
8:35:54 AMZinhle: Thank you for contacting Telkom residential billing chat , you are chatting to Zinhle, how may I assist you?
8:36:14 AM You: Please check if my account is still active? I requeste da cancelation but last time I cehcekd the line was still working
8:36:56 AM You:---------------------------Hidden for security reasons
8:38:02 AM You: I canceled on April 4
8:39:05 AM You: Is your email ********** if it then you have dealt with my query in the past
8:39:13 AMZinhle: How did you request for cancellation online or you filled in a form ?
8:39:18 AM You: Online
8:39:55 AMZinhle: Did you get the automated response ?
8:40:03 AM You: Yes
8:40:34 AM You: And I have forwarded that automated response to the above mentioned email address
8:40:50 AM You: is the account due for cancellation? please check
8:40:59 AMZinhle: Please forward the response to me
8:41:05 AM You: email address?
8:41:08 AMZinhle: **********
8:41:34 AM You: I have done that on the 7th on may
8:41:40 AM You: to the same email
8:41:43 AMZinhle: To who?
8:41:46 AM You: to you
8:41:48 AM You: **********
8:41:53 AM You: I have proof
8:42:49 AM You: my email address **********
8:43:01 AMZinhle: It was escalated
8:43:54 AM You: yes but is the account canceled becaulse I got billed again
8:44:27 AM You: I want to know if the account is still active or due for cancelation as per my previous request
8:44:28 AMZinhle: I have escalated them again
8:44:36 AM You: so it is still active
8:44:47 AMZinhle: The line is still active
8:45:10 AM You: please provide me with a email adress of your boss. I will now continue with my complaint to ICasa
8:45:28 AM You: This is ridiculious
8:45:32 AM You: Im being ******
8:45:38 AM You: and theres nothing I can do about it
8:45:45 AM You: Telkom takes my money
8:46:15 AMZinhle: Please provide me with your contact details she will call you back
8:46:20 AM You: after numerous requests to have it canceled
8:46:25 AM You: ********** 858
8:46:31 AM You: I need a answer by today
8:46:43 AMZinhle: Her name is Lereis Roxanne Van Wyk
8:49:19 AMZinhle: Is there anything else i can assist you with Christiaan?
8:49:25 AM You: when will she phone me
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