Telkom not cancelling service

Complaint for Telkom – Very Poor Service

Telkom Record of Events 21 Feb 2020 – Wifi (ADSL) Internet not available 22 Feb 2020 – Logged fault with Telkom – Reference number: ***Feb 2020 – Receive fault restored SMS (Internet was still down) rep**** “Yes” to indicate problem still existed 24 Feb 2020 - Receive fault restored SMS (Internet was still down) rep**** “Yes” to indicate problem still existed 25 Feb 2020 – SMS received that fault restored for ***Feb – Account debited with R800 28 Feb 202 – Payment made on Telkom portal for R500 3 March 2020 - Requested Cancellation Online for landline and ADSL for 4 April 2020 Cancellation case numbers: ***2 ***0 ***1 ***1 No call received to confirm cancellation as stated in SMS, no email to confirm cancellation either 3 March 2020 – fault scheduled for 7 March 2020 between 08:00 – 16:00 4 March 2020 - SMS’s and emails received to say cancellation was processed for all above case numbers 5 March 2020 – SMS that ***0 was restored SMS that ***2 was restored SMS that ***1 was cancelled SMS that ***1 was restored 9 March 2020: SMS’s received to say that order number: ***A was successfully completed 11 March 2020 – Invoice received for R884.12 10 April 2020 – request to cancel Telkom mobile contract case number: ***April 2020 – Invoice received for -R1 038.75 (this money was owed to us from Telkom because discount for Out of Service on ADSL line)) No call received to confirm cancellation as stated in SMS, no email to confirm cancellation either 14 April – SMS received to confirm case ***0 was cancelled SMS received fault ***0 was restored 13 May 2020 – Invoice received for R886.81 (this charge was for April + May rental and completely reversed the credit we were supposed to receive for having no connectivity in Feb + March even though April was charged for in April Invoice) 31 May 2020 – R800 debited from my account Ref Telkommobi*** 31 May 2020 – Email sent to *** detailing the above complaint – no response received to date 9 June 2020 – Invoice received for R725.54 12 June 2020 – Called Telkom and spoke to Tshegofatso – she advised that Telkom ADSL not cancelled (the cancellation was cancelled somehow) and assured us it would be done immediately as she would be escalating this issue 25 June 2020 – Called Telkom and spoke to Thembisa – she advised that Telkom ADSL still not cancelled, she proceeded to cancel, stop debit order and create dispute for billing case number for ADSL cancellation + billing issues: ***3 April Charge = -R1 038.75 May Charge = R800 June Charge = R764 Issue still reflects as open as at 15 July 2020 July Invoice = R650 Total Owed to me: R1 038.75 + R800 + R764+ R650*=R3 262

In conclusion: Telkom’s service has been disgusting. When we first signed up it took almost 6 months to install ADSL – we did not complain. We then tried to Upgrade to Fiber in July 2019 – Our request was cancelled 4/5 times before we stopped trying to apply – we didn’t complain. Now we are trying to cancel and our cancellation is cancelled without our permission and we are being charged for something that doesn’t work. How is this service? We were customers for almost 5 years, and this is how we are being treated? It is so disappointing, and I will never be using Telkom ever again. I request that all the money I paid to Telkom be returned to me since the 21 Feb 2020 to the value of R3 262 and my services be cancelled (for real this time) and we be removed on all marketing moving forward. I do not want to receive any promotional calls from Telkom in future. I request that all my personal information be removed from Telkom systems and proof of all the above sent to me once completed.