I find myself at a loss and highly frustrated with Telkom.
During December 2016, I applied for the LTE 30 gig contract as the ADSL line had become unstable. Because I was running a graphic designing business, I needed a stable system.
After three months, Telkom gave me the option to either upgrade or downgrade if I felt that the contract was not suitable; well, this is where the trouble started.
I upgraded from the 30 gig contract to the uncapped contract. All this was done online and all the relevant forms and ID documents were sent with the required month’s notice. My first case number was 2025001 and the consultant assured me that all was now cancelled and I could start enjoying the upgraded contract.
Enjoyment it was until Telkom suspended the deal. When I requested an explanation, I was told I was in arrears with the 30 gig contract. After explaining that it had indeed been cancelled, I received yet another case number: 20598134/20604106. However, I had to pay the ‘cancelled’ contract amount before Telkom would re-instate the uncapped deal.
With these case numbers I was (again) assured that all would be well. However, the same thing happened again and again I had to pay for a cancelled contract. I have now paid R1 497 for cancellations! Why does a huge company like Telkom employ such incompetent people with such a low work ethic? I asked the consultant to speak to a senior or manager and she informed me that they do not have managers! They are also unable to access the cancellation department. How do I contact the cancellation department when the option that one needs to press via the phone does not allow you to go beyond the initial consultants?
Where do I go from here? Do I contact the ombudsman and ask for help? Is there anyone that can assist me with this issue?
Sandy Sulter
The RECORD attempted to get some clarity on this issue, but Telkom did not respond to our request for comment.
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