Telkom Failed to Process Month-to-Month Mobile Contract Cancellation Despite Multiple Requests

I am extremely disappointed with the manner in which Telkom has handled the cancellation of my month-to-month mobile contract.

My first cancellation request was submitted on 23 March 2026. From the outset, I experienced significant difficulty obtaining the correct contact details to submit the request. I also attempted to use the Telkom Self-Service Portal, but when selecting the cancellation option, I was instructed to call 180180. Unfortunately, this number can only be called from a Telkom SIM card, and the Telkom SIM I wanted to cancel was no longer in use. I therefore had no practical means of contacting Telkom through the channel provided.

After considerable effort, I eventually submitted a cancellation request to Telkom Business Services Cancellations. Having received no response, I submitted a second request on 4 May 2026. I was then informed that I had contacted the incorrect department; however, I was advised that my request had been escalated to the appropriate department for processing.

Despite this, I received another invoice on 8 June 2026, indicating that my contract had still not been cancelled. I then spent more than an hour attempting to reach a Telkom agent before finally speaking to someone who could assist.

During the call, I requested that the cancellation be processed effective from my original request date of 23 March 2026, as I had made every reasonable effort to cancel the service from that date. The only response I received was that the cancellation could only be processed on the day of the call and that a further 30-day notice period would apply.

This raises a serious concern: what responsibility does Telkom take for the period between 23 March 2026 and the date on which I was finally able to reach the correct department, despite multiple attempts to cancel the service? It is unreasonable for a customer to continue being billed because Telkom's processes, contact channels, and internal routing failed to facilitate a straightforward cancellation request.

The service has not been used, I made repeated attempts to cancel it, and I have documentary evidence of my requests. Customers should not be penalised for Telkom's inability to provide accessible cancellation channels or to process requests submitted in good faith.

This experience is precisely why I have cancelled all my Telkom mobile numbers and SIM cards. This was the final remaining Telkom SIM card on my account, and unfortunately the cancellation experience has reinforced my decision to move away from Telkom entirely.

I request that Telkom:

Investigate the handling of my cancellation requests. Honour my original cancellation request date of 23 March 2026. Reverse any charges incurred due to the delay in processing my cancellation. Provide a formal written response explaining why the cancellation was not actioned when first requested.

I look forward to receiving a prompt resolution to this matter.