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Erik N
1 reviews | Active since Oct 2014
18 Mar 2018, 18:19
Telkom fibre line cancellation nightmare!
I have tried, without fail, and an insane amount of effort, since October, to cancel a Fibre line with Telkom. Every month they bully me into paying an account, that doesn't exist anymore, or else they will cancel all other services with them (another 2 land lines, 2 internet lines, 1 mobile account). I have been to the Telkom store in Tygervalley more times than I care to remember. The issue has been escalated countless times. The account is in dispute. Useless call centre people from PE branch promises me assistance and then ignores me. How is it possible that after 5 months and I don't know how many calls, emails, face-face I am still nowhere closer to ending this nightmare? Now the latest person I engaged is telling me 'the system isn't perfect' and thus I must speak to 'new accounts' on the phone for them to cancel it. They told me this service doesn't exist and therefore I have to do this online. Has anyone, ever, managed to get anything done on the Telkom internet self-service site? If so, you are clearly luckier than I am.
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Replies (2)EN
Erik N's updateReviewer Update
18 Jun 2018, 14:18So three months later and I am still waiting for Telkom to credit my account with months' worth of overcharges. This has to be one of the worst experiences with a local service provider in my life. Honestly, how hard can it be to do a reconciliation?! REF: AI **********
EN
Erik N's update18 Jun 2018, 14:18
Reviewer Update
So three months later and I am still waiting for Telkom to credit my account with months' worth of overcharges. This has to be one of the worst experiences with a local service provider in my life. Honestly, how hard can it be to do a reconciliation?! REF: AI **********
EN
Erik N's updateReviewer Update
28 Jun 2018, 13:56And still no end in sight. So on the 10th of April I received this response from Telkom's Social Media team (in my experience this is the only Telkom medium that responds to Telkom complaints - and one has to assume it is because they are optically attempting to be seen to be responsive):HI eriknel12
We are sorry to hear this. Thank you for making contact with us and bringing this to our attention.
This response serves as confirmation that your query has been received. Please be assured that we will task our accounts team to attend and advise accordingly. We do apologize for delay and the inconvenience caused.
Interaction REF:AI **********
Regards
Keagan
Telkom Social Media Team
However, after numerous attempts since to finalise this matter, and receiving SMS after SMS that I am going to be black-listed and handed over to legal authorities for not paying R1.4k (when they owe me mutliples and have done so for more than 6 months), did I manage to reach Brenton Oliver at the PE call centre (what a gentleman) that promised me the moon and the stars:
Your message
To: Brenton Oliver (B)
Subject: RE: *Assistance required to forward email bouncing to Brenton Oliver* RE: [ ********** 14]FW: Cancellation Form - Erik Nel - Telkom
Sent: Monday, June 25, 2018 5:43:26 PM (UTC+02:00) Harare, Pretoria
was read on Tuesday, June 26, 2018 8:32:19 AM (UTC+02:00) Harare, Pretoria.
And he promised that he escalated the matter to his supervisor:
Your message
To: Primrose Noxolo Sodladla (PN)
Subject: RE: *Assistance required to forward email bouncing to Brenton Oliver* RE: [ ********** 14]FW: Cancellation Form - Erik Nel - Telkom
Sent: Monday, June 25, 2018 5:43:26 PM (UTC+02:00) Harare, Pretoria
was read on Tuesday, June 26, 2018 5:14:39 PM (UTC+02:00) Harare, Pretoria.
As can be seen, both have read my emails but are not bothering to respond. And yet the SMS threats keep piling up...
Telkom, this is SHOCKING, SHOCKING, SHOCKING!!!!
EN
Erik N's update28 Jun 2018, 13:56
Reviewer Update
And still no end in sight. So on the 10th of April I received this response from Telkom's Social Media team (in my experience this is the only Telkom medium that responds to Telkom complaints - and one has to assume it is because they are optically attempting to be seen to be responsive):HI eriknel12
We are sorry to hear this. Thank you for making contact with us and bringing this to our attention.
This response serves as confirmation that your query has been received. Please be assured that we will task our accounts team to attend and advise accordingly. We do apologize for delay and the inconvenience caused.
Interaction REF:AI **********
Regards
Keagan
Telkom Social Media Team
However, after numerous attempts since to finalise this matter, and receiving SMS after SMS that I am going to be black-listed and handed over to legal authorities for not paying R1.4k (when they owe me mutliples and have done so for more than 6 months), did I manage to reach Brenton Oliver at the PE call centre (what a gentleman) that promised me the moon and the stars:
Your message
To: Brenton Oliver (B)
Subject: RE: *Assistance required to forward email bouncing to Brenton Oliver* RE: [ ********** 14]FW: Cancellation Form - Erik Nel - Telkom
Sent: Monday, June 25, 2018 5:43:26 PM (UTC+02:00) Harare, Pretoria
was read on Tuesday, June 26, 2018 8:32:19 AM (UTC+02:00) Harare, Pretoria.
And he promised that he escalated the matter to his supervisor:
Your message
To: Primrose Noxolo Sodladla (PN)
Subject: RE: *Assistance required to forward email bouncing to Brenton Oliver* RE: [ ********** 14]FW: Cancellation Form - Erik Nel - Telkom
Sent: Monday, June 25, 2018 5:43:26 PM (UTC+02:00) Harare, Pretoria
was read on Tuesday, June 26, 2018 5:14:39 PM (UTC+02:00) Harare, Pretoria.
As can be seen, both have read my emails but are not bothering to respond. And yet the SMS threats keep piling up...
Telkom, this is SHOCKING, SHOCKING, SHOCKING!!!!