Contract cancellation stuff-up.

[Radioboy]

Hey everyone.

I need some advice. I have an LTE-A contract from Telkom Mobile. For the First year the connection was great - but then everything went south from there. I couldn't connect to anything and online gaming/streaming became impossible.

I wanted to cancel the contract initially, however Telkom asked if they can investigate further. I agreed. On two occasions Telkom sent techs to my house to see if they can solve the issues Ive been having. They couldn't. I was advised that I should rather cancel the contract and move on. They also stated that I wont be liable for early termination charges when cancelling as the issue is on their side.

On the 30th of March is gave Telkom notice of cancellation and i completed the documentation. From the 30th until now I have not heard anything from Telkom. The online chats went nowhere as each and every time they told me to wait for Telkom to contact me.

On Friday, little over a week before the contract should be cancelled I was told that my cancellation was never submitted to their 'back office' - and i should start over again with the entire process. This I have a HUGE problem with. Why must I pay for another month for yet another Telkom stuffup ...? During non of my conversations with them was I allowed to speak to a supervisor,manager or teamleader. Speaking to their call center agents are like talking to 5 year olds. In-store is worse.

What options do I have ?

If I stop the debit order and hope for Telkom to get its **** together - I might end up blacklisted? Ive tried Facebook, Twitter, Hellopeter and Telkom's call center without getting anywhere. They all so. ''Sorry, we made a mistake. Wait for further feedback'.

I cant afford my new ADSL and R1399 for the LTE.

Any help would be sooooo much appreciated.

RB

 

[MDE]

PM TelkomZA

 

[rodga]

I have also been trying to cancel 2 contracts since March.

 

[RichardG]

I heard its a mission to cancel contracts

 

[Paperweight]

I had a similar problem. Signed up for LTE and wanted to cancel my ADSL. I got billed again and reached out to the Telkom rep on the forum. They lost my form, which is interesting since I completed it inside the store. The rep was helpful, they simply asked for proof of my form being submitted on a specific date.

All the best.

 

[gram]

WOW, I am having the exact same problem. I mean EXACTLY!!! Telkom has has been giving me the run around and investigating the issue since November last year.. also 2 techie visits as well... I keep opening incidents and they keep closing it without calling me

I am at my wits end

Keep us posted, and I will let you know if Ii ever get a solution... good luck

 

[The_Librarian]

Send the cancellation form with a lawyer's letter in, informing them that they will be taken to the small claims court if the contract is not cancelled immediately due to unsatisfactory performance from the device?

 

[Radioboy]

Update:

My contract has not been cancelled yet. "30 day notice period" has come and gone.

I just spoke to telkom again - the agent just told me that they haven't cancelled it yet as they "are afraid of the penalties levied against me" WTF does that even mean?

FNB also doesnt want to cancel the debit order without confirmation from Telkom that the contract has been cancelled.

anyone else having better luck?

Someone also advises this, however it needs to be hand delivered or via registered mail.

"Letter of Demand

TO (name and address of defendant)

FROM (your name and address, as well as your contact telephone number)

DATE:

WRITTEN DEMAND IN TERMS OF S 29 (1) OF THE SMALL CLAIMS COURT ACT (61 OF 1984)

Take note that the undersigned hereby claims from you the sum of R – , in respect of (give brief details, such as “unpaid loan”, or “collision damage”)

Take note further that unless the said sum is paid to the undersigned within 14 days from receipt of this letter, summons will forthwith be issued against you.

Your signature"

 

[Radioboy]

Update:

Telkom gave me a call today, I was driving at that moment an I politely asked her to phone me back in a few mins.

That was more more than an hour ago. Anyway, a few mins after the call ended I recieved a sms saying that the case has been closed.

The battle rages on.

 

[gram]

Update:

Telkom gave me a call today, I was driving at that moment an I politely asked her to phone me back in a few mins.

That was more more than an hour ago. Anyway, a few mins after the call ended I recieved a sms saying that the case has been closed.

The battle rages on.

Hi Radioboy

I suggest you consider logging a complaint with ICASA. I just did the same. I am hoping it leads to a positive resolution. Good luck...

 

[Radioboy]

Hi Radioboy

I suggest you consider logging a complaint with ICASA. I just did the same. I am hoping it leads to a positive resolution. Good luck...

Thank you. I think I'll have to do that.

I'll give the Telkom MyBB a day or so. Then I'll take it further.

 

[Radioboy]

To everyone in the same boat as I am - This is what I have done so far:

29 March: Mailed cancellation form & ID to: CANCELLATIONS@telkom.co.za
6 April: Phoned call center & was told to wait
22 April: ^^
23 April: PM to Telkom on Facebook - was told to wait. (Cant find my posts on their wall - I assume it has been removed)
28 April: Phoned call center & was told request was never processed. Mailed docs again directly to agent
5 May: Tweeted - Was told feedback would follow
5 May: Phoned call center - Was told to wait
6 May: Contacted Telkom Rep on MyBB
8 May: Instructed Lawyer to draft letter to Inform Telkom that we are awaiting cancellation of contract as per CPA and their own Ts&C's
9 May: Managed to stop debit order (I hope) and drafting complaint to ICASA.
9 May: Still in Contact with rep on MyBB & made another FB Post
9 May: For the first time since 29 March, Telkom phoned. I couldnd speak at that moment and she assured me she'll phone me back in a few mins. Nothing heard since.
10 May: Phoned again - nothing new to report.
10 May: Tweeted Jacqui O'Sullivan as suggested here : http://mybroadband.co.za/vb/showthread.php/797784-Degrading-Telkom-LTE-Uncapped-speeds/page21 & Submitted complaint to NCC & another Hellopeter Post.

At this point in time Im trying to make as much noise as possible.
Im tired.

 

[Sneeky]

Im tired.

Following with much interest. (LTE)

Theres no way in hell their advertised package can amount to this and be remotely reasonably acceptable in a court of law, considering their claims.

 

[Radioboy]

Following with much interest.

Theres no way in hell their advertised package can amount to this and be remotely reasonably acceptable in a court of law, considering their claims.

My upload speed was 0.6 Mb/s ...

 

[Sneeky]

Its about what is reasonable versus what was advertised/sold to me.

If for arguments sake the service is 50mb/s, one could reasonably expect that 1mb/s falls well off that mark and is hardly a best effort, by any stretch of the imagination. Sure, half the 50 at peak, maybe a bit less, but 1!!!

Nah, not an 'best' effort at all.

Just gouging.

 

[Radioboy]

They've decided to ignore me now, responded to someone commenting on my post though. You cant make this **** up.

According to Legal aid:



Im not sure if Telkom inability to sort this out constitutes "refusal".

 

[Radioboy]

UPDATE: ICASA responded via eMail indicating that my complaint is beyond their jurisdiction.

According to their website:

"What types of complaints can a consumer lodge with ICASA?

A consumer can lodge any consumer complaint against any person licensed by ICASA to provide communications services such as broadcasting, telecommunications, Internet or postal services. Examples of such companies licensed by ICASA are Telkom, Vodacom, MTN and Cell C, amongst others."

They should really look up what the word ANY means.

 

[Radioboy]

Update:

I got a call from Telkom today, very sincere chap. It seems like my contract has been cancelled.

I have two concerns though: He couldn't tell me what my fees/penalties/device balance will be and said I must wait for my bill. He also couldn't tell me whether I will be billed for the 11 days of May that the contract was active although it shouldn't have been.

Ill update ya'll once i get my final bills.

 

[Grasmuis]

Also had a 500mb data contract with them was going to expire on the 14 April. I have email them the cancellation form and copy of my ID early March as I need to give them 30 days notice. They did reply on the email to confirm that they received the request. Last week I received my invoice for May and the contracts still active on the invoice.

Called them and they never canceled the contract and bill me R125p/m for the 500MB data that use to be R89p/m. After a long fight with them they canceled the contract over the phone and the sim stopped working the same day. Now I'm waiting to see if they will refund me for May.

Apparently someone from Telkom calls you after you have send them the form to confirm the cancellation, they failed to contact me and now they want me to pay for their fault.

 

[Radioboy]

Also had a 500mb data contract with them was going to expire on the 14 April. I have email them the cancellation form and copy of my ID early March as I need to give them 30 days notice. They did reply on the email to confirm that they received the request. Last week I received my invoice for May and the contracts still active on the invoice.

Called them and they never canceled the contract and bill me R125p/m for the 500MB data that use to be R89p/m. After a long fight with them they canceled the contract over the phone and the sim stopped working the same day. Now I'm waiting to see if they will refund me for May.

Apparently someone from Telkom calls you after you have send them the form to confirm the cancellation, they failed to contact me and now they want me to pay for their fault.

View attachment 361218

Contract with these guys .... Never again!