telkom cancellation query

[daelm]

anyone know how to escalate a Telkom query?

i logged the cancellation of my fibre contract on 31 October and received an automated reply. since then, nothing. i tweeted and DM'd Telkom too, but that went nowhere fast.

references as follows: 7839711, 7839712, and 7839710.


d

 

[The Trutherizer]

Good luck. They have the ability to cancel a subscription very quickly, but it affects their revenue so they take their sweet time. Rather hoping you will just continue paying for nothing.

You might have luck by contacting the CPA board.

 

[Budza]

I've emailed them my cancellation request. 21 days before I can expect a reply, apparently:

Dear Customer

We hereby acknowledge receipt of your fixed line Consumer Contract and Services Cancellation/Retention Request. Your request will be attended to within 21 business days. We will endeavour to contact you to verify the information provided and/or confirm cancellation/retention options available.

Please be advised that:
· This mailbox handles consumer fixed line cancellation requests only and for all other requests e.g. Billing, Faults, DSL Speed issues or Order Progress, please call Telkom on 10210.
· Please note that all cancellation requests must be accompanied by a completed and signed “Consumer Contract and Services Request” form. The form is available at https://tlkm.link/ConsCancell.
· Please include proof of the account holder’s identification or duly authorised person’s identification (copy of SA ID or passport).
· Copy of death certificate (where applicable).
· Failure to provide the above could lead to unnecessary delays.
· If you resend your request to include supporting documentation, then please also include the Cancellation Request form in the same email.
· Moves and relocations can be completed online at www.telkom.co.za/moving
· For Business fixed cancellation requests, please provide a cancelation letter on the company letterhead accompanied by a copy or the account holder’s ID to stocst@telkom.co.za. The business cancellation from is available at http://tlkm.link/BusCancell.
· IF you have a DSL service with another service provider please first contact your DSL services provider, cancel your DSL with them and inform them to convert your DSL line back to a voice service (PSTN). Once confirmed, then please email your voice line cancellation request to Telkom. The form is available at https://tlkm.link/ConsCancell.
Please note that a standard written notice period applies in terms of changes to Telkom products and services.

Kind Regards
Telkom

 

[stofgogga]

anyone know how to escalate a Telkom query?

i logged the cancellation of my fibre contract on 31 October and received an automated reply. since then, nothing. i tweeted and DM'd Telkom too, but that went nowhere fast.

references as follows: 7839711, 7839712, and 7839710.


d

Good luck,

I've tried for 3 months. I've sent a cancellation email, received the automated reply and then nothing. Only after I've complained on Hello Peter I received a call and my vdsl account was cancelled.

 

[The Trutherizer]

Oh yeah. Helps to make a stink on their Facebook/Twitter as well.

 

[sn0rbaard]

On 7 November I submitted my cancellation form to move my ADSL to the holding pool. I phoned them this week and they said they received my request and the service is scheduled to be moved on the 7th of December. So it appears they get your request quickly but they then literally just take your request date and add 30 days to it before they will actually process it.