Telkoms wonderful, competent staff

[Masu]

Telkom is f***ed up

Can you believe this? They do not even bother to read mails anymore......so they just delete mails and I have cancelled a service on the 5th September, 14 September once again when I was charged and called only to find out that the service is still active. Sent another cancellation mail and now they just delete the mail without reading.


Your message

To: idirect@telkomsa.net
Subject: cancellation of onlineXXXXXX@dsl512telkomsa.net
Sent: Fri, 29 Sep 2006 12:48:45 +0200

was deleted without being read on Tue, 10 Oct 2006 15:42:32 +0200


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
This e-mail and its contents are subject to the Telkom SA Limited
e-mail legal notice available at
http://www.telkom.co.za/TelkomEMailLegalNotice.PDF
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

 

[bekdik]

It's possible to get this message from Outlook client where the user has viewed using the preview window. But considering the company to whom it was sent, your assumption is probably correct.

 

[Masu]

It's possible to get this message from Outlook client where the user has viewed using the preview window. But considering the company to whom it was sent, your assumption is probably correct.

I was not aware of that so thanks for bringing it to my attention. However I also requested a "read receipt" and did not get that from them either and seeing that this is the 3rd time that I asked telkom to cancel this account I am not holding my breath. I also am not in the mood to sit on the phone to telkom for 45 minutes again today. Will call tomorrow and find out if they finally did delete this account or not. Usually they mail you a confirmation that they did indeed delete the account and I have not received this from them either.

 

[Masu]

Well I just saw on my bank account statement today that I got charged R249 again for the above account which I repeatedly cancelled. Sent another cancellation notice in today after speaking with one of the telkom guys who actually did try and help. He told me to send another mail to idirect@telkom and explain the situation (I forwarded my actual cancellation request I still had) and also to cc it to him and he would speak with his supervisor and try and get it sorted out for me. He even mailed me back to say that he had received my mail and that he will be handing it to his supervisor.

 

[kaspaas]

Masu - take some advise from an experience person:

Telkom is technically not capable of using email or fax in a professional manner. I've struggled with the same problems - and discovered the same.

Write out you cancellation, make a copy, go to the Telkom offices and hand it in. Make sure you get the copy signed and stamped as well by a Telkom employee with name and employee number on the copy.

Then wait - and be ready to lay a charge with ICASA of incompetent billing. They actually can use e-mail, but with a delay of weeks.

After a month or 2 you will get a call from a powerful person in Telkom who has the authority to actually cancel you service and correct your bill.

 

[Paul_S]

Just phone them and cancel.
I did this with my TelkomSA ISP account and ISDN account and it took me less than 10 minutes including having to wait for an operator.

 

[linkinpark]

To cancel a telkominternet account which you pay via credit card you have to email idrect@telkomsa.net. I tried phoning them but they always gave me the same answer. For some strange reason they need written proof (apparently emails are written ) for them to cancel a credit card subscription

 

[Masu]

To cancel a telkominternet account which you pay via credit card you have to email idrect@telkomsa.net. I tried phoning them but they always gave me the same answer. For some strange reason they need written proof (apparently emails are written ) for them to cancel a credit card subscription

Well my debit order goes off my bank account. I have mailed idirect several times not to mention the hours (and I am not joking) I have spent on the phone with them. This morning when going into my bank account online I saw that they had not only charged me for the account that I have been mailing them (and calling them to cancel since the 5th September) but for an account which has already been closed as well. ie. R249 went off my account twice.

I called 10215 and the person I spoke to kept me on the phone for more than 15 minutes (most of the time I was waiting while she put me on hold) and still no joy. I asked to be put through to the department that deals with adsl debit orders and she said that she would put me through to telkom internet who I had spoken to time and time again and they tell me I have to speak to account department and I got shunted around from pillar to post previously.

I asked to speak to idirect people directly and she says that they are not answering and she will put me through to telkom internet. I said no and insisted that I want to speak to her supervisor and she once again puts me on hold for long. She eventually comes back on and tells me her supervisors is not there. I then lost it and shouted at her that how come no-one that I want to speak to is available. I have had a migraine for the past 4 days and am sitting here in pain talking to this female and then after all this I started crying and shouting at her that I am sick and tired of this and that I am want to speak to a supervisor or someone that can help me and will not put down the phone till I do so and then asked her for her name and surname.

By now she must think I am a raving lunatic as I am sobbing my heart out and screaming at her. She tells me to hold on and a guy comes on.

Lo and behold, I get to speak to someone at idirect who supposedly was unavailable and he finds two of my mails and tells me he will have my money refunded to which I told him that this is not my main problem. Its the frustration of trying to cancel something time and time again and the feeling that you will be going through this for the next who knows how long and still having an active account. He sorts out the one account and says I will be refunded and then we get onto the account that I have been cancelling since the 5th September. He says he can see that it has never been used and he will cancel it immediately and will organise a refund and then HE says he will give me his direct number to call in case of any further problems with the refund or being debited.

After all this I thank him and tell him that I think I would have had a nervous breakdown if this was not sorted and he says that he could hear and wanted to avoid this.

To cut a long story short, it seems that if you are a female and have a meltdown (one of my most embarassing moments) you get helped chop chop but if not then they will test you to the brink of a breakdown before doing something.

The previous female told me that idirect has only 6 staff members and if this is so no wonder they cannot get around to sort out everyones accounts. If we could speak with the idirect staff (well at least the guy I spoke to) directly I am sure we would be able to have account cancelled and debits orders refunded if needed promptly.

I learnt my lesson the hard way. NEVER have telkom do a debit order on your bank account or credit card. You might just be one of the unlucky ones like me who have a problem like this.

 

[Masu]

Masu - take some advise from an experience person:

Telkom is technically not capable of using email or fax in a professional manner. I've struggled with the same problems - and discovered the same.

Write out you cancellation, make a copy, go to the Telkom offices and hand it in. Make sure you get the copy signed and stamped as well by a Telkom employee with name and employee number on the copy.

Then wait - and be ready to lay a charge with ICASA of incompetent billing. They actually can use e-mail, but with a delay of weeks.

After a month or 2 you will get a call from a powerful person in Telkom who has the authority to actually cancel you service and correct your bill.

Kaspaas I have complained about telkom to Icasa prior to this incident (by mail) and to date I have not received any communication from them. Not even a mail stating that they acknowledge receipt of my mail, so I do not have much faith in Icasa either.

 

[Bobb]

I have had a migraine for the past 4 days and am sitting here in pain talking to this female and then after all this I started crying and shouting at her that I am sick and tired of this and that I am want to speak to a supervisor or someone that can help me and will not put down the phone till I do so and then asked her for her name and surname.

By now she must think I am a raving lunatic as I am sobbing my heart out and screaming at her. She tells me to hold on and a guy comes on.

Lo and behold, I get to speak to someone at idirect who supposedly was unavailable and he finds two of my mails and tells me he will have my money refunded to which I told him that this is not my main problem. Its the frustration of trying to cancel something time and time again and the feeling that you will be going through this for the next who knows how long and still having an active account. He sorts out the one account and says I will be refunded and then we get onto the account that I have been cancelling since the 5th September. He says he can see that it has never been used and he will cancel it immediately and will organise a refund and then HE says he will give me his direct number to call in case of any further problems with the refund or being debited.

LMAO. Thats brilliant. Next time i will get my wife to phone and turn on the waterworks. Seriously though i have been to this level of frustration on numerous occasions with Telkom.

Great work. Pity you almost had to have a heart attack before they gave a damn

Feeling a little less stressed out now?

 

[Masu]

LMAO. Thats brilliant. Next time i will get my wife to phone and turn on the waterworks. Seriously though i have been to this level of frustration on numerous occasions with Telkom.

Great work. Pity you almost had to have a heart attack before they gave a damn

Feeling a little less stressed out now?

Feeling a lot better now, but I guess I will have to wait a day and call telkom internet to double check whether the account has been cancelled. Hopefully the debit order is sorted out as well. This I will only know for sure next month.