Hi
I am sorry that you experience poor service from the helpdesk. This is generally not the case. Our faults are cleared within 72 hours and if you are a one price account, we will refund you the time that you are down for any time after 72 hours irrespective of whether it is a Telkom fault or not. It would be useful to know what the problem was so that I can make sure nobody has a similar experience
With regards to being phoned by a lawyer, once again I must apologize for this unpleasant experience. We have an automatic process where accounts that are not paid are handed over for collection. It is not feasible for us to provide service to customers who do not pay and if we do not attempt to collect this debt, the people that do pay subsidize those that dont. If you bounce your debit order we have no way of knowing that you actually want to cancel or whether you just did not have enough money at that point in time, so we wait for the following months debit order to find out your intention. If you bounce again, we assume you wanted to cancel and we close your account, you will be liable for the month that you bounced, plus the one months notice period and the cost of the bounces. This is the maximum amount you could possibly owe us.
Their is a possibility that we did not receive the cancellation fax, however, one would think that if you saw a debit going off your account in error, you would phone us and give us hell for not cancelling your account as per your instruction in which case you would have been refunded immediately. Instead, you decided it was way less effort to phone the bank which not only created additional bank charges on your side, it created additional bank charges on our side and if you were a oneprice account we would still be liable for the adsl rental which takes 30 days to cancel. Furthermore there is no way on our side to distinguish between bounces that were committed because someone was being malicious or bounces that were created becauses you were trying to cancel. We are the only ISP that gives you credit till the end of the month to pay for your topups. We have guys that signup for the month, do a million topups and then bounce there debit order. How do you suggest we distinguish between this person and a person that is bouncing their debit order because that is their way of cancelling
We HAVE effectively phoned you requesting payment, we have just outsourced this function to a company that specialize in asking for money. In a similar manner that you believed phoning the bank was a far more effective way to achieve the desired result, we believe that employing a company that specializes in debt collection to be the far more effective way of achieving our desired result ie people paying us what they owe and cancelling via the prescribed channels
Just because a lawyer phones you, you are not with recourse. If you can show that you did cancel on the date that you said that you did and we did not cancel you as requested there will be no money owing. The company that is doing the collection does not make up a random number, you will be be given your statement + invoices showing how the amount you owe is calculated. Once again you are welcome to dispute this.
With regards to cancelling by fax. Some people think it very funny to spoof their friends email address and cancel his adsl line. Faxing stops this from happening. You are most welcome to email stuff to us as long as it is digitally signed or has your signature on it.
So in summary, I regret that you were phoned by a lawyer. I also regret losing you as a customer. If there was an error on our side I will personally phone the lawyer and fix it and I will publically apologise to you on this forum. Furthermore if you can send me the confirmation slip of the fax that you sent ( something you can't do with an email), every Rand that we charged you after the specified cancellation period I will refund double into your account.
Regards
Laurie
I am sorry that you experience poor service from the helpdesk. This is generally not the case. Our faults are cleared within 72 hours and if you are a one price account, we will refund you the time that you are down for any time after 72 hours irrespective of whether it is a Telkom fault or not. It would be useful to know what the problem was so that I can make sure nobody has a similar experience
With regards to being phoned by a lawyer, once again I must apologize for this unpleasant experience. We have an automatic process where accounts that are not paid are handed over for collection. It is not feasible for us to provide service to customers who do not pay and if we do not attempt to collect this debt, the people that do pay subsidize those that dont. If you bounce your debit order we have no way of knowing that you actually want to cancel or whether you just did not have enough money at that point in time, so we wait for the following months debit order to find out your intention. If you bounce again, we assume you wanted to cancel and we close your account, you will be liable for the month that you bounced, plus the one months notice period and the cost of the bounces. This is the maximum amount you could possibly owe us.
Their is a possibility that we did not receive the cancellation fax, however, one would think that if you saw a debit going off your account in error, you would phone us and give us hell for not cancelling your account as per your instruction in which case you would have been refunded immediately. Instead, you decided it was way less effort to phone the bank which not only created additional bank charges on your side, it created additional bank charges on our side and if you were a oneprice account we would still be liable for the adsl rental which takes 30 days to cancel. Furthermore there is no way on our side to distinguish between bounces that were committed because someone was being malicious or bounces that were created becauses you were trying to cancel. We are the only ISP that gives you credit till the end of the month to pay for your topups. We have guys that signup for the month, do a million topups and then bounce there debit order. How do you suggest we distinguish between this person and a person that is bouncing their debit order because that is their way of cancelling
We HAVE effectively phoned you requesting payment, we have just outsourced this function to a company that specialize in asking for money. In a similar manner that you believed phoning the bank was a far more effective way to achieve the desired result, we believe that employing a company that specializes in debt collection to be the far more effective way of achieving our desired result ie people paying us what they owe and cancelling via the prescribed channels
Just because a lawyer phones you, you are not with recourse. If you can show that you did cancel on the date that you said that you did and we did not cancel you as requested there will be no money owing. The company that is doing the collection does not make up a random number, you will be be given your statement + invoices showing how the amount you owe is calculated. Once again you are welcome to dispute this.
With regards to cancelling by fax. Some people think it very funny to spoof their friends email address and cancel his adsl line. Faxing stops this from happening. You are most welcome to email stuff to us as long as it is digitally signed or has your signature on it.
So in summary, I regret that you were phoned by a lawyer. I also regret losing you as a customer. If there was an error on our side I will personally phone the lawyer and fix it and I will publically apologise to you on this forum. Furthermore if you can send me the confirmation slip of the fax that you sent ( something you can't do with an email), every Rand that we charged you after the specified cancellation period I will refund double into your account.
Regards
Laurie
