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Wednesday, August 10, 2022

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Two harrowing years to cancel Telkom service

Picture: Simphiwe Mbokazi

Picture: Simphiwe Mbokazi

Published Jul 30, 2018


Roy Lawrence, a consumer:

It has taken two years to cancel my Telkom service.

I am beating my head against a brick wall with Telkom,

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It should really be a simple matter, not in the least bit complicated.

I moved from Port Elizabeth in September 2016 (now residing in Gauteng) and requested the service to be cancelled.

I submitted the necessary form with a copy of my ID.

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All this has been acknowledged by Telkom, and yet I regularly receive a monthly statement for the rental of the service - no call charges, just the rental.

I have been told many times and by many people that the matter will be sorted out, my account will be cancelled and all amounts will be reversed.

At one point I got to the stage where almost the entire amount was reversed - R4499.89 of R5042.32 - but the account was not cancelled, as I have since been receiving regular monthly statements, and the total has now reached R2195.05.

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For at least the last six months I have been told that the problem is probably that my account has been “migrated” to a new system - but how that would prevent Telkom from cancelling my account I don’t know - and besides, the system by now surely must have been bedded in.

I’m told the call centre operator will “escalate” the matter, but nothing gets resolved.

I have correspondence and accounts and the names of people I’ve spoken to.

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Telkom says:

“The account has been cancelled and the customer will be credited accordingly.”

* Georgina Crouth is a consumer watchdog with serious bite. Write to her at [email protected], tweet her @georginacrouth and follow her on Facebook.

** Receive IOL's top stories via Whatsapp by sending your name to 0745573535

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