Telkom online cancellation tool not working..

P

PaulB_

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Hi all

has anybody had issues, when using Telkom's online cancellation tool?

I currently have two lines active, at two different addresses, one service is the unlimited home 4mb package, and the other is the unlimited home 10mb package.

I had originally planned to cancel the unlimited home 4mb package effective from the end of June, after contacting Telkom, I was told they don't handle termination of services over the phone, and this needs to be done online, using the Telkom online SelfService tool.

After days of non stop hassles with using the SelfService website due to it's non functionality, I was finally able to access the cancellation tool on the site, and one of the first things I noticed, was there was no way to cancel the "Unlimited Home" Package, as it appears Telkom doesn't bill by the bundle you have, they instead use the traditional method they have always used, by going by the line rental of both Voice, and ADSL, then ADSL Data, and then they apply a promotional discount of sorts, which brings the bill down the fixed amount of the amount paid.

So I after cancelling all services assigned with the number of the 4mb line, (There was no unlimited home service listed per se), I expected that to be that, and due to credit assigned to me from Telkom, for a previous mess up, the bill was lower than usual for the billing period from the end of June, so I assumed the cancellation had in fact kicked in, and I had heard nothing from the residents at the place, for which I had cancelled the line, to say that it was still active, so I had assumed that all had been cancelled. It was only recently when I logged into Telkom's website to see that I had been hit with a bill of over R1400, I had expected just over R800, as I only intended on having the 10mb line active.

I was overseas when I found all this out, and I was unable to do much, asides from spend more, due to the higher NZD vs ZAR, and as a result I didn't budget for this, and I will probably have to do a late payment, or miss the payment all together. If it wasn't for the fact I have a debt order with Telkom, I would have deliberately refused to pay, until they rectify the billing problem. I am sitting with a line that isn't used, or shouldn't have been used, as I had requested that Telkom cancel the line, something which they didn't act on, and I deserve to be compensated for this...

I really can't wait until Vumatel starts, and completes the fiber in our area, which is hopefully within this next month or so, and I can finally kick Telkom to the curb, they have given me nothing but hassles.

Thanks
 
Good luck cancelling your line. Been almost 6 months of hell with Hellkom.

Still getting invoices.
 
Luckily my Telkom account is in my deceased grandma's name so I'll just email them the cancellation form (after Vumatel Fibre is installed) and if they don't cancel it then tough sh*t.... Also no debit order set up on the account so I just won't pay after cancellation.

Lucky me I guess? :o
 
Thanks guys for the feedback.

Usually when I have dealt with Telkom, as far as cancellations go, I have had nothing but excellent service.

The thing with Telkom, although they have modernized so much within the last decade or so, as far as technology, and pricing go, they are still stuck in the 90s, as far as dealing with customer service, with the bulk of requests still needing to be done with pen, and paper, and then the paper needing to either be faxed, or dropped off at the Telkom Store - No thank you.

I got rid of Telkom Mobile as my carrier with a great amount of surprise, and disgust, when I found out that a simple request - To enable roaming, for me to use my phone in New Zealand, I had to fill in a form, and fax it in, where as with Vodacom, I simply need to send them a SMS, and my roaming will be automatically enabled.

I have also let Telkom know, that I am currently on a disability grant with SASSA, and I will be unable to meet this months billing obligation, so good luck with them squeezing that money from me.
 
If you log into the Telkom self-help portal you will get this screen:

telkomn.png

Clearly things are going very well on their side!
 
werny said:
Luckily my Telkom account is in my deceased grandma's name so I'll just email them the cancellation form (after Vumatel Fibre is installed) and if they don't cancel it then tough sh*t.... Also no debit order set up on the account so I just won't pay after cancellation.

Lucky me I guess? :o
Click to expand...


Wonderful solution - I'm in the same boat :D

The account's in my deceased husband's name and is paid by EFT.
 
PaulB_ said:
Oh that's going to be a lovely help to people such as myself..

NOT...

I can't wait to get rid of Telkom.

I have had no response yet from their social media team.
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Same boat - cancelled with them last month already; got the sms's but nothing further since.
Will take a trip down to closest Telkom shop to sort this out human to human :-)
 
OCP said:
Same boat - cancelled with them last month already; got the sms's but nothing further since.
Will take a trip down to closest Telkom shop to sort this out human to human :-)
Click to expand...


GL
 
OCP said:
Same boat - cancelled with them last month already; got the sms's but nothing further since.
Will take a trip down to closest Telkom shop to sort this out human to human :-)
Click to expand...

I hope that goes well..... I went into the Telkom shop after 2 attempts to cancel my service via email were ignored. I was told they cannot do anyhting about it in the shop, and that I have to cancel by sending that email. Also tried the online cancellation option recently, and all I get is a bunch of errors, and you cannot get the process to go through to completion.

Trying their facebook page now, lets see how that goes.
 
Well I went into Telkom's Kenilworth Centre branch today, and I was told that they can't do anything about the cancellation, as they deal exclusively with sales, and not accounts. They couldn't even do as much as print me an invoice. I also stopped in Capitec, and had the teller block the debt order using the reference no from coming off, as I'm not paying my bill till this is resolved.
I've never experienced more shocking service in my life.
 
I'm going to make their lives a living hell tell they assist me. I'm spamming ever Facebook post, and will take to hello Peter shortly.
 
ozziej said:
Good luck cancelling your line. Been almost 6 months of hell with Hellkom.

Still getting invoices.
Click to expand...

Ditto this. Tried everything to cancel (app, emails, personal visits to shop). Still being billed, still getting SMS saying they're 'sorry you're going...'. I'm not.
 
ozziej said:
Good luck cancelling your line. Been almost 6 months of hell with Hellkom.

Still getting invoices.
Click to expand...

Same here we have been trying since January. Did the cancellation online , by email, by phone and Facebook messenger. Still receiving invoices for a service that they cannot provide
 
http://i67.tinypic.com/2m3pxyt.png

I have attached a screenshot of my statement for those interested. Another issue I have just picked up on, is that they appear to be billing me for a 4mb data account, as well as a 10mb data account, on the line I'm keeping active until I switch to Mweb via Vumatel.

This something I will fight...
 
I am im the same boat. Cancelled months ago. Then again. And again. Visited a shop twice. STILL farking being billed. FFS. I have heard that if you don't pay they have you blacklisted...
 
[MENTION=1]rpm[/MENTION] , MyBB should have another go at exposing this. I am willing to work with the other dozens on here to compile some kind of grievance letter listing all affected MYBB users... Then if MYBB doesn't have success we should take it to some kind of public protector or ombudsman or maybe even a newspaper... Enough is enough!
 
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