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Telkom refusing to cancel/transfer lines

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 hp@telkom.co.za 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 hp@telkom.co.za 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:

https://www.hellopeter.com/telkom/reviews/most-incompetent-service-provider-ever-2060385

https://www.hellopeter.com/telkom/reviews/cancelled-service-in-february-and-its-still-not-cancelled-...

https://www.hellopeter.com/telkom/reviews/my-contract-ended-last-year-december-2015-already-and-i-ha...

https://www.hellopeter.com/telkom/reviews/stealing-money-36-2060509

https://www.hellopeter.com/telkom/reviews/no-credit-or-cancelation-2060294

https://www.hellopeter.com/telkom/reviews/telkom-mobile-charging-me-r499-monthly-for-a-cancelled-con...

https://www.hellopeter.com/telkom/reviews/incompetence-261-2060104

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. 

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Moderator
Posts: 819

Re: Telkom refusing to cancel/transfer lines

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.

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New Contributor
Posts: 65

Re: Telkom refusing to cancel/transfer lines


@Darthmarshie wrote:

 I emailed the form and ID to Servcancellation@telkom.co.za


@Darthmarshie
E-mail ecrderegs@telkom.co.za (durban telkom branch)
They've never disappointed me, other branches are relatively lacklustre in their processing times.

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New Member
Posts: 2

Re: Telkom refusing to cancel/transfer lines

Good Morning.
I'm enquiring about a cancellation that I logged on the 1st of August 2016 on the telephone and ADSL line I have with Telkom. Please kindly see above email communications. I informed Telkom  that I was moving and that could they kindly suspend my account.The line and phone line have been deactivated on my side from since 15th of July 2016. I fail to understand how am I getting billed over a service that I'm not making use of and have logged for a suspension for.
On the 07/09/2016 at 10:20 I enquired with the billing department on the matter where I spoke to Sanelisizwe. Who told me that she will escalate the matter to the above mentioned department and conduct a follow up on the cancellation. I've since then tried making numerous follow up with the billing department who will tell me the same story over and over again of communication channels and that the only source of communication that I had to follow up via was email as there is no direct line to yourselves. Today at 11:06 I've tried calling the billing department again who again told me the same endless story which is not serving me any purpose on my query.
 
Please kindly revert back to me ASAP on the above as the year is seemingly coming to an end and all I'm getting is the same stories from the one direct link to yourselves and my query on 0784752725
 
 
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Moderator
Posts: 819

Re: Telkom refusing to cancel/transfer lines

Hi @BongiNX, please make use of our Service Channels. Our Community is a peer 2 peer support forum.

 

  • Contact us on our Social Media Channels
  • Chat to an Agent (an online chat with a Telkom representitive)
  • Reporta fault via SMS:    SMS "SERVICE" and your landline number to 30591. (SMS at no charge.)
  • Call the Call Center
    • Mobile: 081180 (free from a Telkom Mobile phone)
    • Home:   Sales - 10213  & Service - 10210 (free from a Telkom landline)
    • Business: Sales - 10213 & Service - 10217 (free from a Telkom landline)
  • Email us
  • Find a Store

 

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