The Cancellation Request Black Hole
<p>I have been trying to cancel my account with Telkom for the past two months, to no avail.</p> <p> </p> <p>When going to a store, I was told that it would be impossible to do that in store (really?) and was requested to send an email to ********** with an attached PDF form for the cancellation of service and proof of ID.</p> <p> </p> <p>I did that immediately, and received an automatic reply which says "We hereby acknowledge receipt of your fixed line Consumer Contract and Services Cancellation/Retention Request. A service consultant will contact you within 21 business days to verify the information provided and/or confirm cancellation/retention options available."</p> <p> </p> <p>Needless to say, I was not contacted by Telkom at all, which is terrible. So after a month of silence, I tried again, doing exactly the same things, but the outcome has been the same. </p> <p> </p> <p>The really terrible part of this is that I am being billed for something that I cannot possibly use and for which I have correspondence to prove that I have requested cancellation. My line was in a rental home, and I have moved away and do not need Telkom anymore. </p> <p> </p> <p>There are also no other channels that I can find which will be able to help me. I am not currently in SA, which makes contact via anything except email/web really difficult. What really confuses me is that Telkom (of all companies!) would not be able to cancel my account from a retail store. </p> <p> </p> <p>It does really feel like requesting the cancellation of your Telkom account is like sending an email into a big Black Hole.</p> <p> </p>
Good day Machiel ,
Please be assured that this matter has been escalated to our Cancellation Team, feedback will be provided.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
Best regards,
Good day Machiel ,
Please be assured that this matter has been escalated to our Cancellation Team, feedback will be provided.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
Best regards,
For those reading this later and wondering how to get a response, the best way to receive support from Telkom seems to be through their social media channels.
I sent a message on their facebook page, and someone from Telkom responded within a couple of hours with good information and guidance. They informed me of a specific email address (networm AT telkom DOT co DOT za) that should be used to confirm the cancellation and to escalate the matter. I have not received confirmation of cancellation after sending the email, but from googling I can see that others who have done the samewere helped within a couple of days, if not 24hours.
For those reading this later and wondering how to get a response, the best way to receive support from Telkom seems to be through their social media channels.
I sent a message on their facebook page, and someone from Telkom responded within a couple of hours with good information and guidance. They informed me of a specific email address (networm AT telkom DOT co DOT za) that should be used to confirm the cancellation and to escalate the matter. I have not received confirmation of cancellation after sending the email, but from googling I can see that others who have done the samewere helped within a couple of days, if not 24hours.
Thanks, Busi - much appreciated. Hopefully this can be sorted out soon!
Thanks, Busi - much appreciated. Hopefully this can be sorted out soon!
For the record, after sending an email to the above address, I have not received ANY feedback, and have subsequently received another invoice! I am contacting Telkom again via Facebook, since it seems like this is the only possible way to get a form of response.
For the record, after sending an email to the above address, I have not received ANY feedback, and have subsequently received another invoice! I am contacting Telkom again via Facebook, since it seems like this is the only possible way to get a form of response.