on 29-06-2016 03:50 PM
I've been trying to transfer my line to Afrihost to take advantage of their bundle discount and having my line and internet handled by the same company. I filed my first request on the 8th of May to have my line transferred. I emailed the form and ID to Servcancellation@telkom.co.za. I got back a response saying that it had been received and acknowledged and I shoud allow up to 14 days for a call from a consultant who would verify the transfer so that it would be placed into the holding pool for Afrihost to pick up.
I waited the 14 days and then called Telkom on 10210 at which point I was told by the service representative that that email address was incorrect (Even though I'd received back a reply saying it'd been accepted). She gave us a new email address to send it to. I then sent the form and ID in an email to the new email address (Got another confirmation email back) she provided and then waited the 14 days again. Nothing. No contact from Telkom whatsoever.
Then I called Telkom again on 10210 on the Friday. I was told by the consultant that my line transfer had been scheduled for that day but that there was some sort of maintainence that had to be done and that my line transfer was postponed until the Monday.
So I called again on the Monday afternoon to find out what was happening and was told by a consultant that there was nothing scheduled and that there was nothing on my account about a line transfer.
So I went to Hello Peter. I posted explaining what my problem was. I was told by "Keagan of the Telkom social media team" that my request had now been acknowledged and would be tended to. I was told I just needed to reply to that Hello Peter post with the ID number or that I could send an email to email@example.com with the cancellation form and ID attached.
I replied immediately to the post receiving nothing back. Not even a response saying that they'd seen what I'd written.
I waited a bit longer and then decided to email firstname.lastname@example.org just to be safe.
And I've still not heard anything back. I've sent emails multiple times to the addresses I've been provided with no response from a real human being at Telkom. I called again this afternoon only to be told that there's nothing on my account about a line transfer or cancellation.
I literally don't know what to do any more. I've done everything in my power to get in touch with Telkom to have my line transferred into the holding pool. It's been 7 weeks at this point with no contact. All I get is automated responses from computers or "Social Media Team" telling me that my request has been acknowledged but nothing actually ever gets done. I must have now sent out emails about 10 times.
Apparently I'm not the only one with this problem. I found the following posts on Hello Peter made within the past 8 hours that have the same problem of Telkom ignoring transfer/cancellation requests:
I'm getting really tired of being told that I need to wait 2 weeks for a service consultant to contact me. I just want something done about this now.
on 30-06-2016 08:47 AM
Hi @Darthmarshie, firstly apologies for the experience you have had so far. Our Community is however not a service channel, but rather for peer 2 peer support amongst our members. You have been around the block by the sounds of it. I have therefore escalated this to the Social Media team dealing with the Hello Peter queries. I trust they can assist.
on 30-06-2016 09:27 AM
on 13-10-2016 12:08 PM
on 14-10-2016 08:09 AM
Hi @BongiNX, please make use of our Service Channels. Our Community is a peer 2 peer support forum.