Welcome to the
Telkom Community

Get involved. Problem solved.
Showing results for 
Search instead for 
Do you mean 
Reply
Frequent Contributor
Posts: 392

Re: Cancelling Telkom

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...

Valued Contributor
Posts: 751
Frequent Contributor
Posts: 392

Re: Cancelling Telkom

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

Member
Posts: 2

Re: Cancelling Telkom

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....

Highlighted
Valued Contributor
Posts: 751

Re: Cancelling Telkom

@hongkongpom

 

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).

 

 

TELKOM MOBILE
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. 

  • 10.1  Telkom Mobile provides customer care to all Subscribers during office hours , excluding times when it is unable to assist due to reasons beyond its reasonable control.
  • 10.2  The Subscriber must, once it experiences any trouble with any of the Selected Mobile Goods and/or Selected Mobile Services bring the suspected problem to Telkom Mobile’s attention by contacting the relevant customer care office at the number listed on the Telkom Mobile Monthly invoice and website. The suspected problem will then be logged and detailed, and the Subscriber will be provided with a reference number.
  • 10.3  Telkom Mobile will use its best endeavours to attend to the complaint as soon as possible, which depending on the complexity and nature of the suspected problem, as logged, as well as resource/manpower availability, but subject always to the minimum service standards set out under the Minimum Service Standards.

 

 

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: 

  • 10.4.1  the complaints website http://www.icasa.org.za and selecting the tab “complaints” or
  • 10.4.2  by email at consumers@icasa.org.za

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.

Frequent Contributor
Posts: 392

Re: Cancelling Telkom

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.

Stay tuned!

About This Post
  • 26 replies
  • 1683 views
  • 21 kudos
  • 8 Contributors