TELKOM'S PATHETIC CUSTOMER SERVICE

So on the 13 May I contacted Telkom to cancel the ADSL line and also to inform them that my mom had passed away and the account was on her name.

On the 17 May Siyanda rep****:

Good Day Lana

Thank you for emailing Telkom Technical Support We apologise for any inconvenience caused. Kindly note that the consumer cancellations mailboxes have been discontinued. All cancellations can only be processed via the online channel. Please use the below link. https://tlkm.link/cancellations2 Please refer to the attached document or more information Please log your cancellation request via the Online portal. For anything related to the same issue, please reply to this email. For anything else related to support, please create a new ticket by sending an email to *** as the old ticket will be closed.

I then followed the link as advised and sent all the relevant documents for cancellation to the *** as advised on the link on the 19 May 2020.

I sent a follow up email to both the lsdanational and support emails asking for someone to acknowledge receipt of my email, to which the support person Siyanda, refers me back the internet link he already sent to me to in the first place and already submitted the correct documents. CLEARLY HE DID NOT READ THE EMAIL TRAIL HE WAS COPIED INTO which I notified him about on the 22 May 2020.

It is no 26 May 2020, 20 days since my first email requesting a cancellation went in and Telkom will be expecting payment of the account by end of May. The cancellation policy clearly states that they need 30 days notice for cancellation.

I am fully aware and prepared to pay the pro-rata amount as my cancellation went in on 13 May 2020 not making it a neat 30 days, however, as far as i am concerned, my 30 days notice started on the 13 May 2020 when I sent in all the required documents. Which to me means within the next 10 days my cancellation should be effective.

To date, nobody has contacted me to confirm or acknowledge receipt of the cancellation, but I am dead sure that I will be expected to pay the incurred costs of additional days because of a lack of customer service from Telkom.

For such a major company your services are pathetic. I was considering keeping the landline and transferring it to my name, which i am sure will be a speedy process when they want to take your money, but I done with Telkom and will not recommend ANY of their services to anyone.