8ta/Telkom Mobile - Pathetic Service

[Senshi]

So I'm pretty disappointed in how 8ta/Telkom Mobile has handled my recent cancellation request.

I first contacted 8ta's "Retention" (cancellation) department on the 24th of September, requesting them to cancel my 10gb service for R199 p/m.

They responded 2 days later informing me I need to complete a document and send it back to them (my 2 year contract had already passed and I was on a month to month contract).

I filled in the form and sent it back to them the same day. I then got ANOTHER e-mail from the same retentions department with the same form again on the 2nd of October, requesting me to complete the form and additional documentation (why this wasn't requested from the start, is beyond me).

I then sent in all the documentation requested from 8ta, asking that they cancel the contract at the end of the month, and moving it onto prepaid. This was on the 2nd of October.

I then followed up on the 8th and the 14th of October after not receiving ANY feedback whatsoever.

Out of desperation I finally contacted the 8ta/Telkom Mobile rep here on MyBB on the 28th of this month asking if he/she could follow up. I got a PM response saying they are following up with the cancellations department and will have feedback the same day.

I got this e-mail back the same day, I have omitted personal details and the person's name.

---------- Forwarded message ----------
From: Retention <retainme@8ta.com>
Date: Mon, Oct 28, 2013 at 3:25 PM
Subject: RE: Cancellation of my 8ta Service - 081 547 xxxx
To: Pieter xxxxx <xxxxxxx@gmail.com>


Good Day.

Please note that as per your request your line will be cancelled at the end of the month.


Sincere Regards

So all seems fine and well, finally some feedback, my battle to get it cancelled is over. So yesterday, seeing as I have 7 odd gb's left, I figured I'll use the remainder of the data left on my account seeing as it's close to month end.... ONLY to realise that the sim/contract was already cancelled.

I then tried to get hold of the 8ta help line, which just rang. Out of more desperation I sent another PM to the 8ta/Telkom Mobile rep on MyBB, this time not even receiving feedback. Last Night at 7:31PM I get this e-mail.

---------- Forwarded message ----------
From: Retention <retainme@8ta.com>
Date: Wed, Oct 30, 2013 at 7:31 PM
Subject: RE: Cancellation of my 8ta Service - 081 547 xxxx
To: Pieter xxxxxx <xxxxx@gmail.com>


Good Day.

Sim card is being reactivated – please wait for order to clear.


Sincere Regards

This morning, I tried using the sim again, connected fine, got an IP address and was greeted with this.

So now, not only did the retentions/cancellation department show incredibly poor levels of service, they cancelled the sim/data EARLY and then when they RE-activated it (a day later) there is no data allocated to it.

I have asked for a refund of the data I have not used, considering Telkom Mobile/8ta are so incredibly incompetent in handling a simple cancellation request.

 

[Dean]

This sounds like typical 90s/early-2000s service from Telkom.. the run-around, the incompetence and general complete uselessness.

They've done well to shirk that image over the past couple of years but unfortunately their mobile arm seems to be sending them back into the stone ages?

 

[Oalin]

Buddy I feel your pain. I've been trying since August to cancel a month to month service with 8ta/Telkom mobile. Tried to cancel by going into a retail store. Nope, gotta phone the helpdesk. Tried to cancel via the helpdesk. Nope, was told I had to cancel via email. Was given the wrong email address. Got given right email address but after waiting a month was then told I needed to fill out a form. Filled out form, was then told I need to pay a grand in cancellation fees. Tried explaining that this was a month to month scheme and that I didn't get a device, still waiting. I've promised myself that if I see that amount come off my bank statement again this month; Hello Peter, Talk Radio, letters to papers the whole shebang. God, I'm angry.

There simply isn't enough description in the English language to capture the level of incompetence knocking around in that organisation. Good luck!

 

[Telkom]

Hi SLicK;

We are liaising with the Supervisor in the Retentions Department to have your matter sorted out.

We have reimbursed the due data and contact you telephonically to have a chat with you.

Apologies for the inconvenience this has caused.

Regards
Telkom Mobile

So I'm pretty disappointed in how 8ta/Telkom Mobile has handled my recent cancellation request.

I first contacted 8ta's "Retention" (cancellation) department on the 24th of September, requesting them to cancel my 10gb service for R199 p/m.

They responded 2 days later informing me I need to complete a document and send it back to them (my 2 year contract had already passed and I was on a month to month contract).

I filled in the form and sent it back to them the same day. I then got ANOTHER e-mail from the same retentions department with the same form again on the 2nd of October, requesting me to complete the form and additional documentation (why this wasn't requested from the start, is beyond me).

I then sent in all the documentation requested from 8ta, asking that they cancel the contract at the end of the month, and moving it onto prepaid. This was on the 2nd of October.

I then followed up on the 8th and the 14th of October after not receiving ANY feedback whatsoever.

Out of desperation I finally contacted the 8ta/Telkom Mobile rep here on MyBB on the 28th of this month asking if he/she could follow up. I got a PM response saying they are following up with the cancellations department and will have feedback the same day.

I got this e-mail back the same day, I have omitted personal details and the person's name.



So all seems fine and well, finally some feedback, my battle to get it cancelled is over. So yesterday, seeing as I have 7 odd gb's left, I figured I'll use the remainder of the data left on my account seeing as it's close to month end.... ONLY to realise that the sim/contract was already cancelled.

I then tried to get hold of the 8ta help line, which just rang. Out of more desperation I sent another PM to the 8ta/Telkom Mobile rep on MyBB, this time not even receiving feedback. Last Night at 7:31PM I get this e-mail.



This morning, I tried using the sim again, connected fine, got an IP address and was greeted with this.

So now, not only did the retentions/cancellation department show incredibly poor levels of service, they cancelled the sim/data EARLY and then when they RE-activated it (a day later) there is no data allocated to it.

I have asked for a refund of the data I have not used, considering Telkom Mobile/8ta are so incredibly incompetent in handling a simple cancellation request.

 

[Telkom]

Hi Oalin

Please PM us your email address and the address the cancellation request was sent to.

We will call you to resolve as soon as we have received above and a contact number.

Thanks
Telkom Mobile

Buddy I feel your pain. I've been trying since August to cancel a month to month service with 8ta/Telkom mobile. Tried to cancel by going into a retail store. Nope, gotta phone the helpdesk. Tried to cancel via the helpdesk. Nope, was told I had to cancel via email. Was given the wrong email address. Got given right email address but after waiting a month was then told I needed to fill out a form. Filled out form, was then told I need to pay a grand in cancellation fees. Tried explaining that this was a month to month scheme and that I didn't get a device, still waiting. I've promised myself that if I see that amount come off my bank statement again this month; Hello Peter, Talk Radio, letters to papers the whole shebang. God, I'm angry.

There simply isn't enough description in the English language to capture the level of incompetence knocking around in that organisation. Good luck!

 

[LPCPT]

Employees are not trained and processes that need to be followed are not adhered to.
I also had a problem with my ADSL installation.
Wrong package, I complain, Employee cancel and assign new package. I get billed for early cancellation and pay ISP fees on both packages for 4 months. They credit the fine back and later also one month's double charge. Still waiting for the other 3 month's credit. During all this I was disconnected for not paying the full amount outstanding.

Welcome to service in SA

 

[LPCPT]

Icasa should make it compulsory that CSP's explain and provide the cancellation process on their websites. They should also provide the documents online or for download. This is 2013 after all

 

[Senshi]

Feedback.

A Telkom Mobile rep has phoned me, they've reactivated the sim and pre-loaded 5gb of prepaid data onto it.

Connectivity has been restored and I'm using the data right now.

Happier now that I got some form of service, hoping that their service levels get better as time goes by.

 

[kingrob]

Feedback.

A Telkom Mobile rep has phoned me, they've reactivated the sim and pre-loaded 5gb of prepaid data onto it.

Connectivity has been restored and I'm using the data right now.

Happier now that I got some form of service, hoping that their service levels get better as time goes by.

This just makes me incredibly happy!!

Thanks for the feedback.

 

[Telkom]

Hi there LPCPT

Can you PM us your contact details and the account number in question for the below?

We'd like to pass your query on to our Telkom fixed line team.

Regards
Telkom Mobile

Employees are not trained and processes that need to be followed are not adhered to.
I also had a problem with my ADSL installation.
Wrong package, I complain, Employee cancel and assign new package. I get billed for early cancellation and pay ISP fees on both packages for 4 months. They credit the fine back and later also one month's double charge. Still waiting for the other 3 month's credit. During all this I was disconnected for not paying the full amount outstanding.

Welcome to service in SA

 

[Telkom]

Hi SLicK

Glad you're all sorted.

Regards
Telkom Mobile

Feedback.

A Telkom Mobile rep has phoned me, they've reactivated the sim and pre-loaded 5gb of prepaid data onto it.

Connectivity has been restored and I'm using the data right now.

Happier now that I got some form of service, hoping that their service levels get better as time goes by.

 

[rodga]

I think with the change from 8ta to TM their systems got messed up somewhere
I am also having billing and cancellation issues now
I have pm'ed the rep who said someone will contact me today
but haven't received any contact

Not very good esp since Im considering taking out another contract...

 

[rodga]

I think with the change from 8ta to TM their systems got messed up somewhere
I am also having billing and cancellation issues now
I have pm'ed the rep who said someone will contact me today
but haven't received any contact

Not very good esp since Im considering taking out another contract...

 

[Senshi]

Hi SLicK

Glad you're all sorted.

Regards
Telkom Mobile

Well it seems the run of incompetence is not over yet.

This morning the debit order for R199 went off anyway, this is after confirmation of cancelling the sim.

I'm livid to say the least.

 

[Electric]

Well it seems the run of incompetence is not over yet.

This morning the debit order for R199 went off anyway, this is after confirmation of cancelling the sim.

I'm livid to say the least.

The same thing has happened to me this month after cancelling in September.

 

[Senshi]

I've dropped the Telkom Mobile rep a PM, hopefully this can be sorted out ASAP.

Seriously bad service.

 

[Krazye]

I've dropped the Telkom Mobile rep a PM, hopefully this can be sorted out ASAP.

Seriously bad service.

I'm also in the same boat here . The service is quite astonishing, but I've also PM the rep, lets see if anything happens. I'll keep everybody posted.

 

[Electric]

Same here.
PM sent.

 

[Telkom]

Hi Electric, Krazye

We have replied to your PM's with the feedback.

Regards
Telkom Mobile

 

[Krazye]

"We have sent your query to Cancellations and Retentions Department to assist and provide feedback"

Thats the only response I got from Telkom Mobile, anyone else with better luck?