Telkom Mobile *********** to deal with consumer requests

Item: Telkom
Rating: 2
Author: Ilze S

Good morning, The email below was sent to the Ombudsman yesterday, hoping that they would be able to help. I am forwarding it to you as well. Please advise if you would be able to assist. As you can see, I have also included previous emails between Telkom and myself. At first, everytime I followed up, I was informed that it would take 21 days to process my request. I heard this message numerous times, so many "21 days". Then for the passed 2 times I checked, they said my phone shows prepaid on their system (a SIM only contract). I am still paying for a Smartplan 100 contract every month since August that I cancelled it. I though going to the shop instead of contacting the call centre, would be a better option, but they all tell me a different story. I also don't get a statement from Telkom every month, and when the debit order eventually goes through, the amount is so high, that it seems as if the billing was backdated. A few months ago, they even billed me for 2 months backdated. I am desperate to get this resolved. I even consider cancelling my debit order at the bank in hope of a response. Please let me know if you require any supporting documentation for this query. Your urgent feedback would be appreciated. Regards, Ilze Steyn Good day, I really hope you can assist me with this complaint. I have been struggling since August 2016 to cancel my mobile contract with Telkom Mobile. When my contract expired, I decided not to renew it, but to carry on on a SIM only contract (where I did not take a new phone, and only paid R99 per month). It was explained to me that with a SIM only contract, I could cancel at any time however I had to give 30 days notice. So, when I was ready to cancel, I contacted the customer call centre to enquire about the cancellation process. The gentleman who assisted me, emailed me the cancellation document, which I then completed and forwarded back to the cancellations department requesting the cancellation of my contract. I was expecting that it would be cancelled after at the end of September, taking into consideration that I sent me request through middle August and I assumed that they would only work on calender months. I then phoned the call centre again to confirm whether my request was received. The call centre agent/consultant then informed me that the request was indeed received, but that it was never given through for cancellation (never processed). I was then informed me that it will be escalated to management and that I will be copied in the email. I was also asked to call again the next week to follow up again, which I did. Again I was told that it was not escalated so I went in to the Telkom Mobile Menlyn shop. The shop assistant then told me that she could find no communication, instruction or escalation on the system whatsoever to cancel my contract and that it was still going. At this time I already took out a new contract and was then paying for 2 contracts. So she then sent an email and copied in all the people involved. Only in November after my husband visited the shop again to follow up, they gave me the area manager's number. When I spoke to him he said he would get back to me which he didn't. Immediately after my conversation with him they issue a case number (I never took down the initial case number of the day that I called the call centre). He asked me to forward him all the previous communication with Telkom Mobile, which I did but then I had to follow up with him again. So on 9 December he sent me the last email below. During the month of December, I received an sms saying that my case was resolved. Later I visited the shop again to check whether the contract was indeed cancelled and the gentleman confirmed that it was now marked as prepaid on their system, but if you refer to the attached statement, I paid almost R800 in the beginning of the month after I was told by the area manager that I would not be billed and yet another subscription for end of January. When I do a balance check on my phone, it still gives me available minutes of more than 1200 minutes in total. If I am on prepaid how is it possible that I could still benefit from free minutes? How can I still be paying for a contract which I cancelled in August? How is all this possible? I feel that the people in the call centers and shops are not competent enough to deal with this type of enquiry and they don't know where to refer me to, but I am tired of fighting and paying for something I don't want. I am unable to cancel the debit order at the bank because they are debiting my accounts together, so if I stop one, the other one will also be cancelled. Please advise ASAP. Kind regards, Ilze SteynCell ********** Email ********** ---------- Forwarded message ---------- From: Neil Damons Date: Fri, Dec 9, 2016 at 9:17 AM Subject: RE: Cancellation of contract ********** 462 To: Ilze Steyn Hi, the back office is busy with it see attach feedback, it takes 21 working days for the cancelation to go through. I did request for them to speed up the process so you will not be billed with the next debit order run. My apologies for the inconvenience. Regards Neil From: Ilze Steyn ********** za] Sent: 09 December 2016 08:55 AM To: Neil Damons Subject: Re: Cancellation of contract ********** 462 Neil, Any feedback on the status of my account? I would like to have it cancelled immediately. This is outrageous and unacceptable. Please advise Regards Ilze Steyn Cell ********** Email ********** /> On Wed, Dec 7, 2016 at 11:43 AM, Neil Damons wrote: Hi I will follow up immediately From: Ilze Steyn ********** za] Sent: 07 December 2016 11:37 AM To: Neil Damons Subject: Fwd: Cancellation of contract ********** 462 Neil, I spoke to you and sent you this email on 18 November. That same day my husband visited your Telkom mobile store in Menlyn. That day they informed him that my contract will be cancelled by end of November. IT IS STILL RUNNING!! What else should I do to cancel this account? Please advise. Ilze Steyn Cell ********** Email ********** /> ---------- Forwarded message ---------- From: Ilze Steyn Date: Fri, Nov 18, 2016 at 11:29 AM Subject: Fwd: Cancellation of contract ********** 462 To: ********** za Good day Neil, Our telephonic conversation refers. Below is my details: Number that needs to be cancelled: ********** (Please note that I currently have another contract, ********** . I want to use the number above for this contract as that is the number I want to keep, so I would probably need a sim swop or port) The case number is ********** 1 (which was only registered yesterday). I never took the case number when I phoned the call centre in September. I would appreciate your assistance with the cancellation of this contract. Regards, Ilze Steyn Cell ********** Email ********** /> ---------- Forwarded message ---------- From: Ilze Steyn Date: Wed, Oct 26, 2016 at 2:11 PM Subject: Fwd: Cancellation of contract ********** 462 To: ********** ---------- Forwarded message ---------- From: "Ilze Steyn" Date: 18 Aug 2016 13:55 Subject: Cancellation of contract ********** 462 To: Cc: Good day, Please find attached cancellation request for above number. Regards Ilze Steyn Cell ********** Email ********** /> ---------- Forwarded message ---------- From: Desiree Williams To: Neil Damons , Julian Hattingh Cc: Date: Wed, 7 Dec 2016 10:02:22 +0000 Subject: RE: Cancellation of contract ********** 462 Halo Neil There is a 21 day turnaround time for cancellations. Not out of TAT as yet. Kind regards, Desiree Williams Bluetech Retail Regional ***** Mobile: 081 ********** E-mail: Desiree.Williams@bluetechretai l.co.za www.telkom.co.za Click Here For Telkom Application Form From: Neil Damons Sent: 07 December 2016 11:44 AM To: Desiree Williams ; Julian Hattingh Subject: FW: Cancellation of contract ********** 462 Hi please follow up. Regards Neil From: Ilze Steyn ********** za] Sent: 07 December 2016 11:37 AM To: Neil Damons Subject: Fwd: Cancellation of contract ********** 462 Neil, I spoke to you and sent you this email on 18 November. That same day my husband visited your Telkom mobile store in Menlyn. That day they informed him that my contract will be cancelled by end of November. IT IS STILL RUNNING!! What else should I do to cancel this account? Please advise. Ilze Steyn Cell ********** Email ********** /> ---------- Forwarded message ---------- From: Ilze Steyn Date: Fri, Nov 18, 2016 at 11:29 AM Subject: Fwd: Cancellation of contract ********** 462 To: ********** za Good day Neil, Our telephonic conversation refers. Below is my details: Number that needs to be cancelled: ********** (Please note that I currently have another contract, ********** . I want to use the number above for this contract as that is the number I want to keep, so I would probably need a sim swop or port) The case number is ********** 1 (which was only registered yesterday). I never took the case number when I phoned the call centre in September. I would appreciate your assistance with the cancellation of this contract. Regards, Ilze Steyn Cell ********** Email ********** /> ---------- Forwarded message ---------- From: Ilze Steyn Date: Wed, Oct 26, 2016 at 2:11 PM Subject: Fwd: Cancellation of contract ********** 462 To: ********** ---------- Forwarded message ---------- From: "Ilze Steyn" Date: 18 Aug 2016 13:55 Subject: Cancellation of contract ********** 462 To: Cc: Good day, Please find attached cancellation request for above number. Regards Ilze Steyn Cell ********** Email **********

Helpful (0)

Replies (0)