on 14-08-2018 03:16 PM
Ok and another bill later showing a slightly larger credit since they have reversed the penalty fee from saying we were in a contract when we weren't.
Call Hellkom billing about how to get refunded and are told we'll get a call in a week to ten days...yeah right...
Given another case number...
on 02-09-2018 09:24 PM
Ok so now we are caught in the Telkom long drop poop loop.
We get a call from the refund person to say they can't refund us because our mobile account is still active. We must call Telkom mobile to cancel the IDS.
This mobile account is the IDS that was given to us by the Telkom shop as part of our ADSL package and was FREE.
A call to Telkom mobile tells us that the IDS account doesn't exist because it is already cancelled.
So it's back up to the Hellkom shop we go...grrrrrrrrrrrrr
on 03-09-2018 08:47 AM
Hi Hongkongpom, please can you assist me...just point me in the correct direction.
I am also having the same issues as you, we got Smart Broadbabd Uncapped Wireless in 2016, we have had no coverage in our area as tested by a Telkom technician, we have sinced returned the device to one of the Telkom branches as we were instructed. We have numerous cases numbers however they still continue to debit us as recent as Sept 01, 2018....maybe you can tell me how to go about getting re-imbursed for all my monies that has been deducted for over 2 years....
on 03-09-2018 11:24 AM
Absolutely baffling that Telkom systems still stymie all efforts to resolve this.
Maybe something useful here ....
CPA re cancellation :-
THE CONSUMER PROTECTION ACT NO 68 OF 2008 (CPA)
Subsection (3) of section 14 : “Upon cancellation of a consumer agreement as contemplated in subsection (1)(b):- (a) the consumer remains liable to the supplier for any amounts owed to the supplier in terms of that agreement up to the date of cancellation; and (b) the supplier (i) may impose a reasonable cancellation penalty with respect to any goods supplied, services provided, or discounts granted, to the consumer in contemplation of the agreement enduring for its intended fixed term, if any; and (ii) must credit the consumer with any amount that remains the property of the consumer as of the date of cancellation, as prescribed in terms of subsection (4).
SUBSCRIBER STANDARD TERMS & CONDITIONS
10. SUBSCRIBER ASSISTANCE, COMPLAINTS AND DISPUTES
This section sets out how you the Subscriber can contact Telkom Mobile for assistance and how you must lodge a complaint, should one arise.
10.4 Where a Subscriber is of the view that the matter has not been resolved to the satisfaction of the Subscriber, the Subscriber will have the right to elevate the matter to the Authority, which can be done by contacting either:
10.5 The above rights set out under clauses 10.1 to 10.4 is without prejudice to both Parties’ respective rights to pursue a complaint or action in any other forum which has jurisdiction over the matter including the rights to submit the complaint, dispute or action to the National Consumer Commission or to arbitration.
on 10-09-2018 05:50 PM
Ok here's the latest update to our cancellation saga:
Rather than make ANOTHER trip to the Telkom shop, we decided to try calling Telkom mobile.
A very helpful lady helped us get the IDS contract cancelled. She told us that she didn't have the authority to cancel the IDS accound had to get a supervisor.
It still took 30 mins on the phone for her to sort this out!
She has now sent an email back to the cancellation department. So we are now awaiting her call with baited breath to see if she can now put our refund through.
on 03-10-2018 09:29 AM
Ok so here is the last chapter about our Telkom saga.
We didn't hear back from the refund people after two weeks as promised so called them again.
Luckly we had the rep's name from last time so called her back. She confirmed that the IDS SIM account had been closed and took our bank details for the refund.
One day later and there was a deposit by "CASHFOCUS" for the full amount so woohoo we are finally FREEEEE!!!!!