Telkom stealing my mothers money !

[FlyUAv]

Anyone know how to deal with them, my mother cancelled her telkom line and and account in february 2016, they are Still deducting money from her account telling us the line is still active after she cancelled it twice, then going to their branch in Cresta they tell me they don't deal with queries, i have reached the end of the line, they can't give me a straight answer and they do not know why it's still being deducted.

 

[Ho3n3r]

Anyone know how to deal with them, my mother cancelled her telkom line and and account in february 2016, they are Still deducting money from her account telling us the line is still active after she cancelled it twice, then going to their branch in Cresta they tell me they don't deal with queries, i have reached the end of the line, they can't give me a straight answer and they do not know why it's still being deducted.

Post it on their Facebook page and tag them with the complaint on Twitter. They tend to react a lot better from social media complaints.

 

[LazyLion]

Go to your bank with a copy of the cancellation form and ask her bank to cancel the debit order or stop order.
If all else fails help her change her bank account.

 

[FlyUAv]

Thank You both i am taking her to the bank right now, does anyone know how to go about getting her money back ?

 

[ponder]

Go to your bank with a copy of the cancellation form and ask her bank to cancel the debit order or stop order.
If all else fails help her change her bank account.

They gonna blacklist her...

 

[Praemon]

I had a similar issue. Does the phone line still work? If not, tell them to send a technician to prove you don't even have a service.

I tried to deal with it at the branch, but it was a no go, and they were really rude. I phoned the call center and it was resolved in 10 minutes, with the additional months credited (it was a second line, so still had an account with them). It's probably a bit more difficult if you've closed the account out right. But use the previous submissions of cancellations as proof. How was it done? Via email?

I think in cases like this it's a matter of phoning in multiple times until you can get someone who co-operates.

 

[LazyLion]

They gonna blacklist her...

Then she just produces the cancellation form.
Remember companies can also be blacklisted from the credit bureau for abusing the service.

 

[neoprema]

Just a warning on cancelling the debit-order...

I had the same problem, where I cancelled the line 4 times (3 faxes and email). Telkom did NOTHING about them. So I cancelled the debit-order.

6 months later I get a letter from a lawyer saying they are going to take out a judgement against me on my credit-rating because the line was cancelled but only after 4 months, and I have not paid 3 months of the account.

I explained the story and they said if you read the cancellation fine print, it says you are liable FOR ALL COSTS leading up to the cancellation of the line no matter how long the line takes to be cancelled.

So if you cancel at Month 1, and Telkom only finally does the cancellation at Month 8 - you owe them 7 months of payment whether you used it or not.

So I had to pay the amount. It was frustrating but unfortunately thats all you can do. So yes, even if you've cancelled and they are debiting you - they apparently have the right to do that up until they deem the line to actually be cancelled.

 

[Compton_effect]

Here's the big trick - phone their call center on a Sunday. you get through faster, and the people seem more helpful.

 

[GoB]

I cancelled, waiting a month, gave TelkomZA on Facebook my number and the time of my email request. Got a reference that it was cancelled with the correct effective date. Ignored the next bill (would mean a late payment on credit history). Got the final (lower) bill another month later.

 

[mister]

I cancelled, waiting a month, gave TelkomZA on Facebook my number and the time of my email request. Got a reference that it was cancelled with the correct effective date. Ignored the next bill (would mean a late payment on credit history). Got the final (lower) bill another month later.

TelkomZA (mybb rep) assisted me with a cancellation that was being ignored - top notch support

 

[Johnatan56]

Just a warning on cancelling the debit-order...

I had the same problem, where I cancelled the line 4 times (3 faxes and email). Telkom did NOTHING about them. So I cancelled the debit-order.

6 months later I get a letter from a lawyer saying they are going to take out a judgement against me on my credit-rating because the line was cancelled but only after 4 months, and I have not paid 3 months of the account.

I explained the story and they said if you read the cancellation fine print, it says you are liable FOR ALL COSTS leading up to the cancellation of the line no matter how long the line takes to be cancelled.

So if you cancel at Month 1, and Telkom only finally does the cancellation at Month 8 - you owe them 7 months of payment whether you used it or not.

So I had to pay the amount. It was frustrating but unfortunately thats all you can do. So yes, even if you've cancelled and they are debiting you - they apparently have the right to do that up until they deem the line to actually be cancelled.

Don't think that would not hold up in court as you went to all reasonable lengths to get your line cancelled, just go to the small claims court.

EDIT:
Also, the date of cancellation is when you handed in the notice + 20 days/end of next calendar month, Telkom specifically states 20 day notice period.
"4. A customer may terminate an agreement/service at any other time (i.e. prior to expiry of the term) by giving Telkom twenty (20) business days written notice"
http://www.telkom.co.za/today/media/downloads/42546_Contract__Service_Cancellation_form_F_2.PDF
And by sending it to their official mail, they receive the notice. Not your fault if they don't check the mail.

Otherwise I'd sign you up to any contract I feel like and just ignore the cancellation notice, thereby I'll just keep making money.

Do note that lawyer is from Telkom btw, so he will argue to get you to pay, the moment you pay you acknowledge the lawyer is correct.

 

[LazyLion]

Just a warning on cancelling the debit-order...

I had the same problem, where I cancelled the line 4 times (3 faxes and email). Telkom did NOTHING about them. So I cancelled the debit-order.

6 months later I get a letter from a lawyer saying they are going to take out a judgement against me on my credit-rating because the line was cancelled but only after 4 months, and I have not paid 3 months of the account.

I explained the story and they said if you read the cancellation fine print, it says you are liable FOR ALL COSTS leading up to the cancellation of the line no matter how long the line takes to be cancelled.

So if you cancel at Month 1, and Telkom only finally does the cancellation at Month 8 - you owe them 7 months of payment whether you used it or not.

So I had to pay the amount. It was frustrating but unfortunately thats all you can do. So yes, even if you've cancelled and they are debiting you - they apparently have the right to do that up until they deem the line to actually be cancelled.

That's worth going to Small Claims court over...

 

[naeem]

surely if you have proof of your cancellation request AND their ACKNOWLEDGEMENT of the request, that is enough?

no use sending faxes or emails if nobody at Telkom confirms receipt. This is why its always better to go to a Telkom store or keep calling their accounts dept and insist on proof of cancellation. Be it an SMS, email or even a reference number.

Yes i know you shouldnt have to go through these hoops, but this is Telkom

 

[FlyUAv]

We have the proof of cancelation, Now from what i read i'm worried about neoprema's reply about cancelling the debit order, we did not make the bank in time, the plan is to go on monday, i guess i will try call them on sunday as suggested. I tried pm TelkomZA earlier today, nothing yet.