Telkom's Terrible Customer Service

My Mother who is a pensioner, has been a long standing customer with Telkom. She added an internet line of 10GB to her package a while ago, but in APRIL of 2018 decided that this was not feature that she was not able to use so requested that it be cancelled.

She logged this request several times on the Telkom Customer Care Line as well as physically going toe Telkom store at the Liberty Midlands Mall. She was told each time that it could not be done because the "system was OFF LINE". She received smses to say the matter would be attended to, but at the end of each month she then still got billed for the internet.

Eventually in November, she was notified that it was in fact off her account, and she stopped paying this amount. However, the account did not reflect this and eventually in December this happened again. Another call was logged again on the 24th December and an additionally call was logged in January, where she was told it was off and would not reflect on her account for January. On the 15th of January the bill was again received with the charge for the Internet (10GB) and an interest charge for late payments due to none payment on the instruction of Telkom members stating that it is not reflecting on the account.

I feel that is is unacceptable for a person to try and cancel their internet line with Telkom for 10 months. What type of service are you offering customers, if your system is always offline. Also once someone receives confirmation that the service/ internet has been switched off was this just not communicated to the accounts/ billing department? I would like this matter to be resolved this month, as 10 months is far too long for a person to be complaining about the same thing. Its really not okay to treat your long standing customers in this way.

Telkom Complaint Reference Number: ********** 5