MyBroadband recently received complaints from three Telkom clients who said they have struggled to cancel their services.<\/p>\n
The requests included the cancellation of ADSL services, ISP services, and LTE services.<\/p>\n
One subscriber was on a month-to-month LTE package, and had tried to cancel the service since August.<\/p>\n
The subscriber was promised the cancellation would take place in October, but this did not happen.<\/p>\n
In November, a customer care agent confirmed that the cancellation request had not been logged – and that the cancellation must be resubmitted.<\/p>\n
Another client wanted to downgrade his line speed and cancel his Telkom Softcap ISP account.<\/p>\n
He started the cancellation process in June, but his Softcap account was only cancelled August – after he visited a Telkom store.<\/p>\n
He had also requested his 10Mbps line be downgraded to 4Mbps, which did not take place. The subscriber then decided to cancel the service entirely due to a lack of action from Telkom, and submitted the cancellation request on 25 September.<\/p>\n
At the end of October, the cancellation had not been processed.<\/p>\n
Call centre agents said this was because of a new system, and because of a pending Telkom Integrated service blocking it.<\/p>\n
Telkom said it investigated the complaints detailed above and while it could not comment on specific details, it would resolve the issues.<\/p>\n
\u201cEach cancellation request is received and reviewed based on the particulars of the contract conditions agreed to by Telkom and its customers – and therefore each cancellation is processed on its individual merit,\u201d said Telkom.<\/p>\n
\u201cTelkom strives to ensure that this is a seamless process and in instances when a dispute arises, we endeavour to resolve the matter amicably.\u201d<\/p>\n
A MyBroadband staff member recently cancelled their Telkom ADSL service, with the request processed after the stipulated\u00a030-day notice period passed.<\/p>\n
The Consumer Request for Contract and Service Cancellation form was used, which can be downloaded from the Telkom website<\/a><\/strong>.<\/p>\n To cancel a fixed service, the completed form must be sent to servcancellation@telkom.co.za. To cancel a mobile service, the form must be sent to\u00a0cancellations@telkom.co.za.<\/p>\n Telkom responded with an automated message acknowledging the request, and that it would be dealt with.<\/p>\n Telkom did not make further contact with the subscriber, but a call centre agent was contacted and confirmed the request had been received – after which the service was cancelled as promised.<\/p>\n MyBroadband received complaints from Telkom clients who struggled to cancel their services.<\/p>\n","protected":false},"author":15,"featured_media":221555,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[35,109],"class_list":["post-240074","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecoms","tag-headline","tag-telkom"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/240074"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=240074"}],"version-history":[{"count":1,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/240074\/revisions"}],"predecessor-version":[{"id":240100,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/240074\/revisions\/240100"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/221555"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=240074"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=240074"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=240074"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Now read: Telkom subscriber asks why her data bill was high, has chat cut off<\/a><\/h3>\n","protected":false},"excerpt":{"rendered":"