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Telkom wouldn't end her contract, then she got scammed by a fake customer agent

27 February 2019 4:20 PM
Tags:
Telkom
Wendy Knowler
#ConsumerTalk
Telkom contract
cancel

In a desperate attempt to cancel her contract, this woman reached out to Telkom's social media team and fell victim to ID fraud.

After struggling for months to have her Telkom contract cancelled, Durban resident Carmen Liebenberg sought out help from a supposed Telkom agent on social media.

In a desperate attempt to resolve her problem, Carmen began emailing Telkom and engaging with their "Social Media Special Forces Team" via their Facebook page.

She was relieved when supposed Telkom agent Susan Botha offered to help her. Susan asked to move the conversation to WhatsApp and promised to resolve Carmen's incorrect billing.

It was too late when Carmen realised that it was a scam. She had already disclosed her bank details, statements, ID number and more personal information.

I was so desperate for any kind of lifeline in this situation that I went with it stupidly and it was supposedly being resolved. They verified details that were supposedly on the system and it seemed legit to me.

Carmen Liebenberg, Victim of fraud

I was so desperate to get some resolution that I did go with it. It was a fraudster and once I had realised it, it was too late.

Carmen Liebenberg, Victim of fraud

Carmen became a victim of identity fraud and has since had unknown debit orders coming off her bank account.

Read: I cancelled my Telkom line, but I'm still being billed - irate customers recount

In December 2017, Telkom launched its online cancellation service used to terminate a landline or Telkom Mobile or ADSL contract.

However, scores of South Africans are complaining about the poor cancellation service.

Telkom says customers must give the company 30 days notice to process the cancellation, but in many cases, clients are still being incorrectly billed after the fact.

Many clients who are under the impression that they have cancelled the account often find themselves blacklisted for credit-related payments, says consumer journalist Wendy Knowler.

Blacklisting and identity fraud can affect job applications, insurance claims, loans and many other aspects of life.

There are huge ramifications.

Wendy Knowler, Consumer journalist

If you are unfairly blacklisted and you can prove that you cancelled, you can lodge a complaint with the credit bureau concerned.

Wendy Knowler, Consumer journalist

Knowler reflected on the woeful service delivery from Telkom and the Post Office.

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Got a consumer case you need help resolving?

Email: consumer@knowler.co.za, put Cape Talk in the subject line, followed by the issue e.g. cellphone contract dispute




27 February 2019 4:20 PM
Tags:
Telkom
Wendy Knowler
#ConsumerTalk
Telkom contract
cancel

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