Problems cancelling Telkom services

supersunbird said:
So follow up, on the 19th I did cancel on old portal as via the below process and I indicated 20 August as end date:



Monday a Telkom lady phoned me and I explained I'm cancelling because it's going unused and my contract has expired, when she queried the reason. She asked when I want it cancelled, because she can cancel immediately. I said immediate is fine if possible, and she said she will process it immediately.

I just went to check now and the contract is gone from my new portal dashboard, and to the left there is a Fault Reference (as mentioned earlier I got it via mail) with status Resolved (all new, so must be related to the cancellation).

Will have to see if really successful on next bill at 10 August.
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Got my bill today (forgot it's Vodacom that comes on the 10th, Telkom comes on the 4th normally). That contract cancelled (a minus figure on bil, pro rata I guess).
 
BigBear said:
Also cancelled via above process
Termination date 1 Aug, pushing my luck but will see got ref number etc.
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Cancellation mail received August 8, 2018 2:43 PM

Dear

We regret to see you cancelling your service with Telkom. Please note of the following:

Cancellation Order Number:
· Your Request to Cancel: line
Service Number/s:
· Cancellation Effective Date: 28/08/2018
· Order backdated: (if applicable) no
· Rental Refund Dispute: (if applicable) no

Notes: customer request
Kindly note that:

· It may take up to 2 months for the billing process to be completed after cancellation
· A 30 days’ notice period applies on all service cancellations
· Where applicable, refund amount will show as a CREDIT in the invoice reflecting the cancellation adjustments

We value your business and trust that you will reconnect your service with us again in future.
For more information, please do not hesitate to call us on 10210 (Home) or 10217 (Business)
Kind regards
Telkom

Email Cancellation Related Responses to:
Small Business Fixed: [email protected]
 
ToxicBunny said:
They will bill you for about 6 months..

Then hand you over to a debt collection agency..

THEN they will cancel it and process refunds, but you will still get bugged by the collection agency until you swear at them and threaten them with legal action
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I'm surprised that swearing and threatening worked on the debt collectors. I have a similar kind of problem. They billed me for 6 months claiming I agree to purchase one of their VDSL packages. After countless attempts for 6 months Telkom agreed that I never entered into two different ADSL packages with them and canceled my service accordingly. They refused to reverse the incorrect billing on my account for the 6 month period and have been handed over to the debt collectors. After proving the debt collectors with the evidence that Telkom had indeed messed up. They started contacting me two months later requesting me to settle the outstanding amount. I've been begging them to take me to court so we can end this madness and that I may proceed to take legal action with Telkom thereafter. Sadly, I may have to wait another six months for the court proceedings to occur. On another note, has anyone else realized that Telkom, excluding the Post Office cos it's the Post Office, is the only parastatal that does not have "state capture claims" surfacing in the news against them.. I guess even the crooks knew that dealing with Telkom would land them up in a debt collection queue.
 
Carwyn Rhode said:
On another note, has anyone else realized that Telkom, excluding the Post Office cos it's the Post Office, is the only parastatal that does not have "state capture claims" surfacing in the news against them.. I guess even the crooks knew that dealing with Telkom would land them up in a debt collection queue.
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Hope you come right. On the above, that's cause they are a publicly listed company.
 
I've been through the same nonsense as most of you above.
Cancelled via the above process in May 2018.
Got a confirmation email that just contained a ref #
Bills kept coming so I called a month ago and was told a long confusing story about billing cycles and refunds.
But the person confirmed my cancellation and admitted they still have a R700 deposit of mine.

Called them again last week.
No record of my cancellation.
They will escalate.
I made them cancel my DO and I called the bank to reverse my recent payment.

Since Telkom changes their DO reference # every month I will have to reverse the payment every month by phone.

If there ever was a great opportunity for a class action suit this is it. They have even broken the link on their portal where one can go and change payment details and methods.
 
I cancelled.. last bill settling this month/week(1 month notice).

Will have to see what happens.. from the portal it appears to be cancelled so just have to watch for mistake debit orders etc next month.
 
I have 3 devices on contract with Telkom. My first contract ended in April 2018 and since then I have struggled to get my contracts cancelled and my numbers converted to prepaid. On the 1st of March 2018, I sent an email to the cancellation email requesting a cancellation form to complete. NO response. I spoke to Customer service representative Nontokozo Jula ********** on 10th March 2018 regarding cancelling my contract. I completed the form as per instructed. NOTHING HAPPENED. I NEVER RECEIVED AN CANCELLATION SMS/EMAIL. On the 12th March 2018, I sent another email asking to convert to my cell numbers to prepaid asap together with my cancellation form. NO response. On 4th April 2018 I sent an email asking when will my contract will cancel and my number converted - NO response. I attempted to cancel my contract again on 29 May 2018 and I spoke to "Dikeledi Paulina Nodali (D)" ********** regarding my cancelling my contract. NOTHING HAPPENED. I NEVER RECEIVED AN CANCELLATION SMS/EMAIL. I attempted to cancel my contract again on 19 July 2018 and spoke to Misheil Bongiwe Dladla (MB)" ********** To this day I have not received a call from Telkom regarding converting my contract to prepaid. Yet I get calls from Telkom wanting to sell new devices, but No one can help me to cancel my contract. I am really livid
 
Shahieda Samson said:
I have 3 devices on contract with Telkom. My first contract ended in April 2018 and since then I have struggled to get my contracts cancelled and my numbers converted to prepaid. On the 1st of March 2018, I sent an email to the cancellation email requesting a cancellation form to complete. NO response. I spoke to Customer service representative Nontokozo Jula ********** on 10th March 2018 regarding cancelling my contract. I completed the form as per instructed. NOTHING HAPPENED. I NEVER RECEIVED AN CANCELLATION SMS/EMAIL. On the 12th March 2018, I sent another email asking to convert to my cell numbers to prepaid asap together with my cancellation form. NO response. On 4th April 2018 I sent an email asking when will my contract will cancel and my number converted - NO response. I attempted to cancel my contract again on 29 May 2018 and I spoke to "Dikeledi Paulina Nodali (D)" ********** regarding my cancelling my contract. NOTHING HAPPENED. I NEVER RECEIVED AN CANCELLATION SMS/EMAIL. I attempted to cancel my contract again on 19 July 2018 and spoke to Misheil Bongiwe Dladla (MB)" ********** To this day I have not received a call from Telkom regarding converting my contract to prepaid. Yet I get calls from Telkom wanting to sell new devices, but No one can help me to cancel my contract. I am really livid
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It's an online process, since April:
https://www.iol.co.za/news/south-af...new-process-for-cancelling-contracts-14818919

Me and others have successfully canceled our mobile contracts via that process, so try that process (as shown below) and stop trying other processes:

mercurial said:
Log into the old portal, click on Manage My Accounts, then scroll all the way down the page until you see this, then scroll to the right with the arrow:

View attachment 531395

View attachment 531397
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So tried to log onto the portal to cancel the service and I just got the following message : "Unable to Complete your request".

I then tried the link that was given on the My Broadband website : [email protected] and then got a message saying address not found.

I then went back to the portal trying the help facility and also get an error saying : "Can't connect to the server"

Then I started looking at older forums to see if I cannot perhaps get the document that you can fax through to cancel the service. That link points to the new how to for the portal.

I also logged a complaint on hello peter and have not yet received a response.

Please see attached images.

If some one could help me I would really appreciate it.
 

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After 3 and a half months (half month before my notice period started) my account is completely cancelled.
I jumped on them from the start as though they aren’t canceling it and it still took them that long to get it canceled
And even though it was canceled their stupid billing system sent me another months bill but it has been confirmed that properly that my account is canceled and R0 owed

Will never put myself through this bull again
Telkom is on my permanent lists to avoid at all costs
 
Cancelled internet online (no other way they tell me) but did not cancel voice phone. They cancel everything the lot and tell me I did. I took a screenshot with date and voice clearly unticked but they tell me I must apply for voice line. Staff is very incompetent. If I wasn't in a small town I would never touch Telkom, not even with gloves.
 
There is NO OLD PORTAL OPTION!!!!

Biggest mistake in my life. Literally have not done anything that I have regretted as much as signing up with Telkom.


I now have no option but to take photos of their site to proof there is not ****in OLD POTAL **** option and get a police affidavit signed that I did everything in my power to cancel and they simply refuse to help me.

Then I will close my bank account and move everything over to another bank so that they cannot do the debit order anymore.
 
Last edited:
Thank you.

finally found it. They truly try to hide it as much as possible.
And the damn site is ridiculously slow. They have such bad service that they have succeeded in making their website as slow as their call center....
 
BigBear said:
Cancellation mail received August 8, 2018 2:43 PM

Dear

We regret to see you cancelling your service with Telkom. Please note of the following:

Cancellation Order Number:
· Your Request to Cancel: line
Service Number/s:
· Cancellation Effective Date: 28/08/2018
· Order backdated: (if applicable) no
· Rental Refund Dispute: (if applicable) no

Notes: customer request
Kindly note that:

· It may take up to 2 months for the billing process to be completed after cancellation
· A 30 days’ notice period applies on all service cancellations
· Where applicable, refund amount will show as a CREDIT in the invoice reflecting the cancellation adjustments

We value your business and trust that you will reconnect your service with us again in future.
For more information, please do not hesitate to call us on 10210 (Home) or 10217 (Business)
Kind regards
Telkom

Email Cancellation Related Responses to:
Small Business Fixed: [email protected]
Click to expand...


This is very important. it legitimatizes you cancellation so beyond this you're in the clear.

If you intend to cancel you ADSL, first thing you should do is drop you line speed to the lowest speed possible.
At least this process is done telephonically and takes 24h. Removes some of the pain.
 
I have a query please we have transfered our telkom business number to a VOIP my new ISP advised they have cancelled the line part of it & we need to cancel the adsl part of it. I tried logging into the telkom manage your account and cannot link my account! Called 10217 and they advised I need to complete a cancellation form as it cannot be done online?
 
You go onto the Telkom website and go to cancel service. It then tells you you need to send a form to an email address. The form you can obtain from the website. But you are already on the website???? I think Telkom has lost it.
I went on to website to find out what I owe as I was sent a voice mail explaining I needed to settle my account and I found a form that told me I owe 0.00. ????????????????
 
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