Zero Account Ability

I opened an LTE account with Telkom, April 2015. I have been a very loyal customer and have even paid my account up to 3 months in advance. This contract was one of Telkom's special deals where you get: • 2xSimCards for mobile phones; • 1xSimCard for a ****le; • 1xSimCard for the LTE router; • 1xLaptop.

On October 2018, I decided it was time for an upgrade. So, I went in store and app**** for a new contract and in the process "CANCEL" the old contract. I was then advised it would be best to use my advanced payments, and once that is complete only THEN should I cancel to contract.

• December 2018, I went in store again, "CANCELLED" the old contract and then app**** for a new LTE contract. Now the lady behind the counter assured me that the old contract was "CANCELLED"...

• January 2019. I received an Invoice from Telkom. I phone 081180 and tried to establish what was going on? Why has the account not been cancelled? Just to find out that, even though my LTE number is a mobile number, TELKOM MOBILE's not responsible for it as it is recognized as a landline? I then got put through to TELKOM ADSL, who in their turn said that they are not responsible for it as it's a mobile number? Then I got put back through to TELKOM MOBILE, who said that it is impossible, as it is not recognized as an LTE, but as ADSL, then they would put me through to TELKOM ADSL, who then just put the phone down in my ear. I went into the store to try and figure out what's going on. They pointed me towards a gentleman who would then sit for at least an hour, trying to cancel the contract. He then said, OK, it took a while but he has managed to cancel the contract.

• February 2019. I received an invoice from Telkom. I went BACK to the store, and I demanded they explain to me why this contract has STILL not been cancelled? They then gave me their in-house phone that would link me directly to their accounts department. I explained to the lady what my situation is, because every time I phoned Telkom, neither TELKOM MOBILE, nor TELKOM ADSL were able to assist me as neither of them recognized what type of service I have been provided since 2015. BUT I WAS STILL BEING BILLED FOR THIS NON EXISTING SERVICE. Then she too assured me the contract has indeed been cancelled. I sat with a lady in the store, and also noticed that my billing address is COMPLETELY wrong... She tried to correct it, but instead left the wrong address in there, and put my address in as foot notes.

• March 2019. I received an Invoice from Telkom. Now, my blood was really boiling as I could not decide whether this was of incompetence or negligent laziness. I went back into the store. They tried to get me to use their in-house phone again, I lost it. Then a new young gentleman sat down with me and managed to correct my billing details in the new contract. And he managed to go onto an Online SELF SERVICE, he loaded all four numbers and sent a request to have each one cancelled. We sat for 5 minutes as we watched each sms coming through, 15 March 2019; "Your query will be attended to. Your case number is *******2" "Your query will be attended to. Your case number is *******8" "Your query will be attended to. Your case number is *******3" "Your query will be attended to. Your case number is *******4"

I also received the four emails, 15 March 2019; "Request number for service to be cancelled."

On 28 March 2019, I received for sms's again: "Your case no *******4 is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries."

I proceeded to phone TELKOM MOBILE and all they could say was, they are not responsible for this service as it an ADSL, but they can see the requests for cancellation, and that someone will phone me.

• April 2019. I received an Invoice from Telkom. I calmly phoned Telkom Customer Services. They said that they will put me through to ACCOUNTS. Accounts could not help me, and the operator said that he would ESCALATE this to higher management.

• May 2019. I received an Invoice fro Telkom. I am at a complete loss for words. What now Telkom? How do you fix this, as the amounts are just being added to the Invoice to a service that has been cancelled, and several attempts to have some for of response from Telkom's side. So, I ask you... What now Telkom?

All I can think of now is the Ombudsman next, or a direct email to the CEO of Telkoms office.

Would you please be so kind and cancel this contract, and also take note, that I am not responsible for the accumulated Invoice as I have SERIOUSLY not been using that service since December 2018. The time I was made to believe that it was cancelled, and every month after that as well.

Regards