Telkom SA SOC
Reviews and Complaints

I refer to a fiber contract I have with you.

I have called to upgrade my package from 25 download and 5 upload to 25/25 speed.

This was done two days ago. I made over 15 calls to telkom trying to request a simple document confirming the package I'm on and the speed of the package. No agent and no team leader can assist me. This is something I am paying for and I have every right to know what I am getting.

However this is not the case. Agents have been hunging up calls on me. No manager has gotten back to me. And no one can assist me. I have spent over R200 airtime trying to sort this out.

There was one team lead by the name of Zakhele Mashaba who sent me an email that is so unprofessional, (Hi

I would to confirm that you r current line speed was upgraded to 25/25 MBPS speed as of

See below confirmation from system confirming) this was his email to me. No speed is confirmed and the email doesn't even state it is from telkom. I need this document by the end of today as my company requires this and i have still not got any joy from telkom.

I will be taking telkom up for the inconvenience they have put me through and should this affect my job I will be taking legal action against telkom.

Smartbroadband 20GB Wireless get 80GB per month R199.00 PMx24 SIM only deal was taken out on 05/07/2021 @09:46am at Sea Point Telkom Office - Agent name – Carrb.

The SIM Card is only used in a router.

On Saturday morning, 19/02/2022, I called the customer care line, to complain about my amount of data that is incorrect. I am currently only receiving 20GB data per month. They inform me that someone will give me a call back.

Up to today nobody called me, it is now Thursday, 4 business days later.

I chatted with them online and over the phone again today Thursday 24/02/2022, Where a lady inform me that i only get 20GB and that i took out a contract, bear in mind that i only apply for a SIM only deal on the 05/07/2022 in office whuich Carrb inform me that i can cancel anytime.

I took out an SIM card only deal at Sea Point Telkom Office by Agent Carrb, which include 40GB Day And 40GB Night for R199.00 with extra 20GB ANYTIME DATA + 20GB NIGHT SURFER DATA.

I only realised now that this is not what I am getting, every month I am only receiving 20GB data.

CALLED THE OFFICE ONCE BEFORE TO FIND OUT WHAT DATE MY DEBIT ORDER IS GOING OFF AND I THINK THAT IS THE TIME THEY CHANGE MY PLAN. Clearly the lady that assist me with my debit order change my plan. I am so cross now they want to blame me that i did not understyand her correctly.

I am so unhappy with Telkom service.

Please correct my issue before this matter is forwarded to the Ombudsman for future investigation.

I called the call center on the 23 February 2022 09:30, an agent handled my query.

She does not know how to answer any questions she was asked she put me on hold approximately 4 times for each question asked

Everything I asked her she answered irrelevantly

She was quite blunt and was of no help

I requested for the manager to assist, she was not able to take my call and asked me to hold for her she kept me on hold for an endless amount of time until i had to hang up

You have unprofessional staff who cannot even assist clients with the correct information.. It such a disappointment to wait online to speak to an agent eventually when you get a hold of someone you have have to deal with this type of incompetence

I have not mentioned the names of the people to secure privacy. Please contact me for more information on that

Fiber was rolled out in my area of Pimville Zone 6 Extension, around July 2021. When trying to sign up with Telkom fiber recently, the Sales Department said that I and four other houses near me do not have an active fiber line. Called 10210 to log a call. I was told that they cant send a technician because I dont have an active line. Meanwhile, my neighbours to the left and right as well as opposite me have fiber. I suspect that quality assurance or tests were not done after the roll-out. How can this be resolved

Dear sir or madam

Telkom is overcharging me, last month was more than R700 now its more R1200 instead of R300 that we agreed on, can that resolved and corrected as soon as possible, the contract that I have with telkom is clear, telkom is deducting R300 every month and that is what I can manage nothing else so I beg you to stop being greedy

So my contract was finishing end November 2021 and then in October Telkom called me with an offer and I accepted, the offer was an upgrade for my pocket router 20GB which was to be activated December 1 because of my contract end date. Everything was done telephonicly which was fine as I'm used to it from my previous contract with them, the agreed installment was R185 which they sent a Debi check mandate for and I happily approved, come Dec the y debited R1185 and I called, the agent who assisted me couldn't explain the extra R1000 which she said it will be credited back to me failing which I can reverse it then she gave me the banking details for to pay the agreed R185.

January 25th they took R1387. 50, I then called again but still they couldn't give a valid explanation. A statement was sent which said for February they will debit R1500 and some odd on top of the R1387. 50.

A lady by the name of Viwe emailed me saying that these amounts are penalty fees for breach of contract which is not true because the new services were activated after my contract ended in Nov 2021 and they never told me any of this when they told me about my expiring contract and the new offer. Please help me get my R1202. 50 (R1387.50-R185) debited in December 2021 and stop them from further debited the incorrect amount of R1500 instead of R185.

Thank you

Nolufefe Mtyatyamba [protected])

*Below are the emails I sent and the response from Telkom.

I am unable to open the attachment you have sent me, if you could please use the normal format that is used to send my monthly statements.

Sent from my Huawei phone — Original message — From: ‪‪‪Fefe Mtyatyamba‬‬‬

Date: Thu, 17 Feb 2022, 14:59

To: "Viwe Ben Koza (V)"

Subject: Re:Installment quiry

Viwe I was never in breach of my contract because I was offered the new contract because Telkom said that my contract is ending on the 30th Nov 2021 and although that happened my new contract was activated on the 1st of December 2021.

Regarding the penalty fee it can not be debited R1387. 70 on the 25th of January 2022 including the penalties as per the statement I received and then again continue to debit the R1500 claiming it's for penalties.

What device are you referring to that is costing a R1000 because it's not my first time taking a router contract with you (Telkom)?

Sent from my Huawei phone — Original message — From: "Viwe Ben Koza (V)"

Date: Thu, 17 Feb 2022, 14:34

To: ‪‪‪Fefe Mtyatyamba‬‬‬

Subject: RE: Installment quiry

Dear Ms Nolufefe Mtyatyamba

This email serves to acknowledge that the Escalations Department has received your query with regards to service no: [protected].

Please be advised that the reason the amount is on R 1500 is because you were charged a R 1000 on a device obligation / penalty fee (please see attached).

The reason for that is because the contract was expiring in November 2021 and the upgrade was taken on the 20 October 2021 with order no:1080477077A, Meaning the commitment end period of the contract which was 24 Months was not reached and resulting you being billed a device penalty fee.

The amount accumulated because of the amount was not paid and rejection fee which resulted the amount to be R1500

We do apologies for any inconvenience that you may have experienced

Kind Regards

Viwe Koza

Executive Customer Relations

(CEO, Executive, National Customer Care and Customer Escalations Desk)

[Description: Description: Description: Description: Telkom-Logo2015-Signature]

From: ‪‪‪Fefe Mtyatyamba

Sent: Wednesday, February 16, 2022 9:20 PM

To: National Customer Care

Subject: Installment quiry

Hello

I have a serious problem with Telkom debit orders that go off my account, I had a contract that was expiring end November 2021 and so I took another one that was meant to be R185 (20GB). Telkom sent me a Debi check mandate of R185 which I willingly approve but to my surprise I got debited R1185 off which the person I called to enquire from couldn't explain what was it for, again this month I got a statement saying there's R1500 and some odd which will be debited end February.

Please ensure that you rectify this matter urgently before I take further actions. My case numbers are:[protected] (3rd Dec 2021),[protected] (8th Dec 2021),[protected] (5th Feb 2022). Hope to have all this resolved soon.

Thank you

Nolufefe Mtyatyamba Id. no.[protected]

Sent from my Huawei phone

Sent from my Huawei phone

I've phoned on 02/02/2022 to upgrade my Fibre line speed and ordered a new Router to accommodate the line speed (previous router faulty and could not handle the line speed - Order no: 1174267573A. I've followed up numerous times and spoken to numerous agents - every time with a promise that the call has been logged with the product provider to deliver my new router. No Feedback! I've already received my new account to pay for my upgrade - still no word from Telkom regarding the delivery or order for the new router! I've also followed up via email... same story... lot's of acknowledgements for the email sent But NO action. Can someone please check this order number and get back to me with real feedback and a delivery date?

I have a mobile contract with Telkom that is billed different amount every month. Reported the query 4/5 times and yest still not resolved, I was provided with a case number but still. It was first reported 20/02/21, then in 13/05/2021,22/02/22 and again 17/02/22. There is a subscription that keeps on re subscribing back to the number. on the 7/01/22 I visited a Telkom store to try and sort the problem out. I had the technician to look at my phone, and confirmed that there are no subscription active then, the consultant confirmed that i will be credited which has not happened

Good day, To whom it may concern. on the 5/2/2022 my internet was off fault was report immediately; since the 5/2/2022 up until now 17/2/2022 we had been phoning and reporting even went to an branch to get assist to sort my problem but nothing. I really just want someone or anyone to help and fix this or just tell me to [censored] off and cancel / close my account so I can know what to do. I tried to stay calm, I tried to be friendly, but how the hell? what if you place yourself in my shoe pay for something you not receiving and get treated like "you just an irritation and I do not have time for it so stop speaking and asking and [censored] the off".

I owed Telkom R2000.70 for the month of Dec 2021 and Jan 2022. I then paid the cash on Monday 14th of Feb 2022. They advised that my line will be unsuspended in the next 24 to 48 hours. I keep calling and they keep telling me the same story. It is now 72hours later and my line is still suspended. This is really frustrating as I use the wifi for my work. We are your customers and you simply do not care about how we are treated

I usually pay my bill in the middle of the month and the little that I'm not able to pay, it is debit from my account on the Last day of the month. They did not debit anything from my account last month and it's absolutely not my fault since I had enough funds in my account and they expect me to pay the penalty fee. I've been sending emails the past week and I did not get any response from anyone. Telkom is nonsense

Telkom suspended my wifi in September 2019 saying I never paid them yet I Sent bank statements of proof of the debits that went off and numerous calls and emails to resolved this which the failed to do so. I then asked if that's the case they should just canceled close ghe account because u can't be paying for something I can't use and it being suspended for their incompetence. Eventually spoke to a agent he said the account was written off because it was a error on their side they resolved but it was send me the wrong department so he will need to reopen the case and explain it to close it. Last year 2021 in October did I recieve sms it has been resolved and closed but I'm blacklisted because of TELKOM and I'm struggling to get work because of this blacklisting

Good day,

I have been charged twice on my account from adsl migrate to fibre, I was instructed to do so, because to adsl line is to be discontinued I was told, I did not make use of the that line I cancelled it with immediate effect on the 05.01.2022, why was I charge for that?

I phoned numerous times and apparently I have 3 different Ref numbers, all been resolved but no feedback where is my money the double payment that was deducted, ref numbers, my account number is [protected]

[protected]

[protected]

[protected]

Took contact from 29/09/2021

All devices are faulty went for repairs ×2 in the first 4 months I'm having the contact with them.. I want to cancel the contact now they telling me to pay penalty for bridge of contact 800 and 7900 for the devices that I didn't even use I took them back to their store because laptop is 64g but the space 32 only stored my pictures and music the storage was full couldn't even update the device, tablet went for repairs 2nd time and they now telling me that their suppliers don't have stock.. now I don't know how is that my fault that I must be charged for devices I'm using.. and I don't want telkom to ruin my credit score as if I'm a bad payer .. now I don't know way forward.

Hallo ther I'm varenique Duplooy ID [protected] speaking I try to get hold of telkom ever since last year since I get this contract I keep on sending emails about this Sim cards is not working in my area where I lif I trow that Sim cards coz it's not working so I started to pay only for the fones 249 each so I give 500 but for this month I still didn't pay coz I don't get help from anyone I went in store the person who help me aslo couldn't help so what I sepose to do coz I'm not going to pay that 2000 for Sim cards.. It's better to cancel or IL stop paying..

I am so tired of telkom and the absolutely poor service they offer, I made a payment online for my contracts I have and they still debited my account on top of it and have not refunded me or updated my account as they have basically charged me twice. I have moved all my other accounts over to vodacom and mtn and I have not yet had an issue with them once. There services are really amazing when compared to telkom. Staff are the most unfriendly people they could find in South Africa. I have contacted telkom like 5 times to resolve this issue but they conveniently cut the call on you in the middle of your conversation. This is something that has been happening for as long the pass 2 years with regards to contacting telkom and trying to resolve these issues there poor management provides. Its really frustrating as these are issues going on for a year, they basically want it to cost you alot to call them so that you just leave your issues unresolved and they manage to rob you for your money. Someone really needs to do something about telkoms really [censored] service or the company should just close down already, they basically trying to keep the company running by stealing from there customers, how long more are they going to be left to steal from the South African citizen?

landline has been down since 17 Jan, first call made 18 Jan, multiple calls logged after that, no feedback at all, my debit order already came off but still no feedback

Tel Number [protected]

We are a business and already one week without a telephone line - most of our business done by telephone. We changed to fibre about 3 weeks ago.

We already place a call to 10217 on 1 February We nearly phone everyday when we were advised that busy with problem - Already 3 technicians(one on 3 Feb, on on 4 Feb and one on 7 Feb) at our premises but we still without telephone. Our physical address: Swartdam Road, Nissan Building, Industria Hermansu 7200

i have been paying my account through debit order and to my surprise i now owe Telkom R1310.70. For what? I need someone to explain that to me. My normal debit amount that we agreed on was R464 and i have never skipped their payments. Someone needs to explain that to me.

Please can I just get a formal Telkom letter to state that my account is paid in full and closed by Telkom.

Elsabe de Beer

[protected]

+[protected] Final contract

[protected]@gmail.com