on 25-09-2018 02:02 PM
After being unable to assist with moving my ADSL line, or upgrading my contract to a fibre package, I had no other choice but to cancel my contract with Telkom as they could no longer provide me with the services I needed.
After confirming the correct procedure on numerous occasions with various different consultants, I submitted my cancellation request online (as per their instructions) This was 01 July 2018 - case no. 23810251 & 23869660. 19 days later, I received written confirmation from Telkom stating that my request had been processed and resolved.
After a precautionery call to Telkom some days thereafter, I was told that my cancellation would only be processed 30 days after this confirmation from Telkom - i.e. even though I had given my 'notice to cancel' Telkom would still take another 30 before my contract was officially ended.
It is now the end of September and I am still being billed for my cancelled contract - or rather, what I thought was cancelled. Telkom has recently informed me that the contract has not been cancelled but is instead suspended due to non-payment from me. Also, the order I attempted to make regarding a fibre package is still reflecting, therefore making Telkom 'unable' to cancel my contract - even though I requested the cancellation of that order far prior to trying to cancel my contract! Thus, I am not only still being billed, but the request I made was not actually ever processed at all!
Every call or online chat made with a consultant regarding this has proved fruitless, as although I am given names and references - 'proof' that work is being done - upon following up, all prior progress made is erased from the system, forcing me to start again!
I would really appreciate some clarity on this issue, even if it means some poor unfortunate soul has suffered what I have - I need clarity on this!
on 26-09-2018 03:27 PM
Sorry to see what’s happening to you . Beyond frustrating, especially when your adsl cancellation was confirmed in July .
We’re customers in the forum and Telkom won’t see your post here, but you should message an urgent complaint to a Telkom media team (below) and email a copy to email@example.com for decent feedback and results. Include your contract details, all your cancellation related refs & dates, and details of the disputed charges.
According to Telkom’s website your final bill should be 60 days after the online cancellation date, which you mentioned was 1 July, They usually adjust any incorrect charges on the ‘final’ bill.
Then if you receive no acceptable response, you could submit a complaint to ICASA :-
Good luck, please let us know what happens.