Online cancellation causing a big headache

IT WAS with interest that I read “Telkom Woes” on May 14.

As we have changed to fibre, we no longer need the Telkom line for ADSL, and we have not had an instrument to make a phone call for many years.

The fibre was finally connected and up and running towards the end of April, so I tried to give Telkom a month’s written notice. However, it seems the only way I can cancel the service is to log into “My Telkom” and cancel online.

My problem is that I had not previously created a “My Telkom” account, so I have to first register, before I can cancel. I get to the stage where a One Time Pin (OTP) has to be emailed to me before I can complete the registration.

The frustrating part is that this OTP never gets through.

I even went to the local Telkom shop, expecting them to be able to cancel the service for me, but the store manager did exactly what I was doing and got to the stage where they have to email the OTP to me and, again, the email did not arrive.

In your article, Telkom responded saying 95% of calls were processed on May 8 and May 9. Calls may well be processed, but in my case, the issue is not being resolved.

I would be grateful if you could shed any light on how I should continue. Jill Saunders

Georgie: I’ve lost count of the complaints about Telkom, which I cannot resolve individually. If you e-mail me or message my Facebook Ask Georgie page about your Telkom issue, I will pass it on to my contacts at Telkom to be resolved. I trust you understand.