Telkom Ignores Downgrade and Cancellation Requests — Refund Over a Year Overdue

I am extremely frustrated with the service from Telkom. On 23 April 2025, I requested a downgrade of my fibre package over the phone (Reference number: ***3). I followed up on 12 May 2025 with your representative, Nhlanhla, who assured me the downgrade would be completed within that week. Nearly a year has passed, and nothing has been done. I have continued to pay the higher monthly amount despite requesting the downgrade, which is clearly an overpayment caused entirely by Telkom’s inaction. Attempts to resolve this issue via phone and email have all failed: I received one email stating the issue was “successfully resolved,” but another email said my details could not be found. These contradictory responses demonstrate serious administrative mismanagement. Calls to the cancellation department are repeatedly cut off, making it impossible to resolve the issue. Vumatel cannot assist, leaving me trapped between the fibre network and the ISP. I am now requesting: Immediate cancellation of my fibre service if I choose to proceed with cancellation. Refund or credit for all overpaid amounts dating back to the original downgrade request. A formal explanation for the delays, repeated contradictions, and systemic failure to handle a simple request. Telkom’s ongoing negligence, conflicting communication, and repeated failure to assist are unacceptable and in breach of the Consumer Protection Act. I expect this complaint to be taken seriously and resolved without further delay. If Telkom does not act promptly, I will escalate this matter to ICASA and the National Consumer Commission and share the full case publicly.