Telkom internet (ISP) customer care TOO efficient!!??

[KikAsH]

I'm not exactly sure how to interprit my experience with Telkom Internet's customer care today, so maybe you guys can lend me a hand .

Here it goes,

Today I cancelled my 2, 3GB Premium accounts with Telkom Internet. When I first called I experienced some expected initial problems... you know, the lenghtly "Please Hold" scenario, only to subsequintly be transfered to another department because "We cannot process your request from this department" being the N0.1 pass the buck line of choice on the menu for a change! . After expecting an infuriating afternoon of holding alot and achieving squat, I was pleasantly suprised on my 3rd attempt and assited by a polite and helpful operator who cancelled both of my accounts for me in record time.

Now i was under the impression that my cancellations would be in effect at the end of the calender month, 30 days notice period resulting in me receiving my subsequent usage bill as always towards the end of the month! (Or my usage up until the 15th of this month anyhow). I tried logging on to both of my accounts earlier on, in an attempt to make full use of the bandwidth due to me before effective cancellation, only to discover that they have already been cancelled! I phoned the helpdesk and an operator confirmed that my accounts no longer appeared on the system.

Am I still gonna be billed for the first 15 days of this month?? Does the 30 day notice period only apply in certain circumstances??

I'm confused, what do you guys reckon?

 

[bb_matt]

They bill you up front for the month, so you won't be charged for any August usage, possibly.

However, expect your bill to still have the ISP charges on it as normal and a subsequent visit to a Telkom shop to get it sorted. At least then, you can prepare yourself for getting extremely angry

 

[KikAsH]

Thanks for your input bb_matt.

Yeah, i'm definately expecting some sorta billing headache later this month.... hopefully i'll have the same "easy" experience with solving that problem as I did today!! (I can dream a good dream at least )

 

[viceroy]

What number did you phone to get the helpful operator...I still cannot get them to understand that I have already sent them multiple faxes, and want my account cancelled now

 

[mccrack]

Must be new at Telkom and still believes in customer service

 

[sybawoods]

What number did you phone to get the helpful operator...I still cannot get them to understand that I have already sent them multiple faxes, and want my account cancelled now

Hi Viceroy - I had the same problem a few days ago.

Eventually got right by calling 10217, and selecting option 2 "new services" (makes no sense, I know). But these were the only guys willing to cancel my Telkomsa account without me needing to send a blasted fax.

Edit: oh, and in case you didn't know, you can organise with them to retain your current mailbox if you don't want to loose your email account - at a cost of R15 p/m

 

[viceroy]

Wow, just gave them a call

It's actually

1) Dial 10217
2) select option 2 (new services)
3) select option 1 (all internet services)

Spoke with a very helpful operator who just confirmed my telephone number, id number, and made sure it was only the ISP portion I wished to cancel...heard him type for about a minute or two and was told that the account was cancelled.

Hopefully that was it...