Telkom SA SOC
Reviews and Complaints

I want to lodge a formal complaint against telkom. They have cancelled my contract when I have been trying to upgrade for over a month. I have had no resolution, broken promises of a callback. I am going Iccasa.

I would like lodge a complaint about an account for a 10Gb (Daytime) + 10Gb (Night-time) product that was sold to me on the 24th of May 2011. (Account [protected])

This was sold and delivered to me with 2 sim cards.

After receiving it I got a call from them and asked why I had received 2 sim cards, upon which they replied that it was for me to use in a second device.

As I plugged this 1 sim card into my mobile device and used it, it did not seem to work for very long before the data ran out. I did bear with it for as long as possible but every time I connected to the device it would stop working soon after.

In the new year I decided I had enough as I was paying for a data that lasted only 2 to 3 hours and this is not what I was looking for.

Upon trying to get this cancelled I have since learned that I was sold 2 contracts, one of 1gb and one of 10gb + 10gb. Taking upon this I have paid for a contract for 7 Months and have not used a single mb as I only used the sim card that was used as NO instruction was given that the 2 sim cards are for 2 different contracts.

One that I wanted and one that I have been charged for but did not request or order.

Furthermore, as I cancelled this, the second account for 1gb was left and the first was removed so I can no longer use the 30GB (10 + 10 + 10 for 3 months carried over).

Today they send me a bill for both accounts and when I check on the online portal the two have been cancelled on the normal portal, and one cancelled on the other Beta Portal.

Then they charged me for another Payment Rejection fee which they decided to only add on in the last 2 days as I checked before I paid in January and have screenshots of outstanding with SMS’s of the outstanding and request to pay.

Strangely enough yesterday when I checked on the portal it reflected the amount that was paid and today it does not reflect anything. I might have a screenshot of that as well, if not I do have the conversation with the consultant though it only works in favour of Telkom and no one else.

Now they are expecting me to pay for 2 services that I no longer have for a month where I can not use them as they no longer exist or maybe do, who knows (depending on which portal you use)

To try and get hold of them is virtually impossible and all mail has been stopped and I suspect this is because then their clients might have proof of any interactions.

Please supply me with the mandate on this account [protected]) with clear voice instruction where I was informed of this second account and what the 2 sim cards were for.

Where i stay telkom network havent been there since july 2021, i reported august. They send technicians twice and still not resolved.

So you guys said you will remove those fees and i must pay devices fees. When i check the bill its still the same arrears amount.

So you want me to pay what i didnt use because of your network that you dont wana fix

im matshediso moloi

my last case numebr was [protected]

Dear Sir or Madam I have all of the emails to prove the ongoing issues and terrible service outlined below. This complaint is regarding the non-closure of an account, and ongoing direct debits, despite the request for cancellation being submitted on the 27th October, and the services not working for a full month before that.

RE: Telkom Account no : [protected] – (Disrupting Consultancy PTY) / [protected] – (Disrupting consultancy PTY) and [protected] (Callaghan-Fox)

On the 28th of September 2021, I emailed Sharnie O'Brien at Telkom because my fiber line was not working and as we had no internet access.

Sharnie O'Brien asked Judith Southgate to deal with the issue.

I emailed again on the 7th of October as we still had no internet access.

I received no response.

I emailed again on the 15th of October as the issue was still not resolved.

I emailed again on the 27th as the issue was still not resolved. In this email, I said I would like to cancel the service.

On the 29th of October I received a phone call from a technician to say that he could not fix the internet access because the number they had on the system couldn't receive SMSs to reset the router. The telephone number they had on the system was my landline number, so they were correct, it could not receive SMSs. I was told I needed to go to my closest Telkom Shop to change the number to a cell number. That would have been an hour's drive for me. I ask to rather cancel the services. This was my second request to cancle.

I receved no response, so I emailed again on the 4th of November to ask for a pro-rata refund for the time that the wifi had been down and asked for the third time for the services to be cancled.

I received no response so I emailed again on the 8th of November.

I was invoiced for November, so I emailed once again on the 11th of November, as I had initially asked for the cancellation on the 27th of October and had not had working internet service since early September 2021.

On the 23rd of November, I wrote again to ask for confirmation of the cancellation because I was going to stop the direct debit.

I sent Sharnie two more emails that day to try to get confirmation of the cancellation. Finally she replied and asked Francois Masuabi to deal with the issue.

I wrote again on the 26th of November as I had still not had confirmation of the cancellation.

On the 29th of November, it still had not been canceled. I wrote to Sharnie again as the services were no longer showing on the app for me to raise a complaint via that channel.

I emailed again on the 1st December, as I was debited, again, for a service I couldn't use.

I began to receive SMS messages to say that my password had been changed on my Telkom account - I had not made this change.

I wrote to Sharnie once more:

Dear Sharnie

Would you please let me know whom to contact to escalate this?

I am being debited for a service I am not using, and I have asked to be cancelled.

I can no longer access the Telkom app.

I am now receiving unsolicited text messages about changing my password.

I am deeply concerned about security as someone must be accessing the app, posing as me.

Please urgently contact me with details of whom to contact to resolve this and receive a refund for the period that these difficulties have been happening?

Regards

Jessica

Sharnie's response was:

On 7 Dec 2021, at 11:59, Sharnie O'Brien (SY) wrote:



HI

Francois and Terry please assist

Regards

Sharnie

I sent four more mails that day to various people Sharnie had delegated the closure to. I received no response.

On the 11th of December I received another full invoice from Telkom (the third one since I had given the instruction to close the account).

On the 13th December I received this email:

On 13 Dec 2021, at 10:39, Warren Joeaston David (WJ) wrote:

Good day Jessica,

I trust that you are well.

Our apologies for the inconvenience, please note that the cancellation had been processed on the 07 December 2021 , the order supposed to be closed automatically on the 07 December 2021 however ,

After viewing the account, the system has not automatically closer the cancellation order, I have logged this with our IT department to manually close the order so that the services can be cancelled as requested.

Cancellation order : 271973564A

IT reference : 6993540.

Your services will be cancelled shortly.

Billing : Please note that the current bill due on the 31 December 2021 is for the period of 09 November 2021 till the 08 December 2021 , cancellation had been requested in November 2021 , the bill is correct as it is a post-paid bill for November/ December, should you receive any charges for after the 08 December 2021 we will gladly credit as you requested cancellation in November 2021 , this will reflect on the final bill if there is another subscription charged.

Let me know if you require any further information.

Kind Regards,

Warren J David

Then I received this conflicting email from someone else on the same day:

On 7 Dec 2021, at 15:06, Fixed Retentions Escalation wrote:



Dear Valued Customer,

I trust that you are well.

Please find your Telkom cancellation confirmation below.

Cancellation Order Number: 271973564A

Cancellation Receive Date: 11/11/2021

Products to Cancel: Fibre line

Service Number/s to be cancelled: [protected] / B430000555 / TIN3537512

Feedback :

Kindly take note of the following important information regarding your cancellation:

* Upon receipt of your request, I can confirm that the cancellation will complete on the (07/12/2021) and you will be billed up until the end of your billing cycle.

* How will I receive my last bill/last payment:

* Cancellation request in (11/11/2021) Last day of contract will be (07/12/2021) . (next bill run date after date of cancellation).

* If you have a debit order, the last debit order will be as per your normal debit order date. (depending on your pre-set debit order date).

* Where applicable, refund amount will be reflected as a CREDIT on your final account and will be refunded the month after your last bill run. (No refund or deposit repayment can take place until the final bill)

* Deposit will be offset against any outstanding amount

* For more information, please do not hesitate to call us on 10210, Option 4.

* For your billing query and disputes kindly email [protected]@telkom.co.za

* For mobile query 081180

We value your business and trust that you will reconnect with us again in the near future.

Kind Regards,

Senior Associate :

Residential Retentions

Cherry Jali

I emailled Cherry and Warren and recieved no response.

These are all of my reference numbers from January 2021 alone:

4077748

4083505

4089249

4089262

4088437

4090267

4090268

4089249

4089262

On 20th November 2018 I phoned Telkom to cancel my internet and phone line. I was told that once my 24 months was finished the contract would be changed to a month to month basis. I canceled and I was informed there was an amount outstanding. Once paid I could cancel online only. So I paid and I applied online to receive authorisation codes to cancel. I then received an email notifying me of taking out a new product. I phoned Telkom saying I never ordered a new product. After a year and a half of fighting telkom they removed my bill of R8500 but never closed my account! Ever since to this day they keep billing me and I keep fighting them. Now they will not cancel my line and I am so fed up I could scream!

My email is [protected]@conwayphotography.co

My cell is [protected]

My name is Wade Conway

Good day

I have tried to log complaints on twitter and hello peter there has been no response, I even emailed a [protected]@telkom.co.za they don't respond, maybe they cannot keep up with complaints as they have so many complaints that they unable to resolve, I have 3 last references, I will supply, no wifi, I am having the issue for about 3 whole weeks, I have asked cancel my service and I wont pay a cancellation fee if you cannot provide service, how can you ask someone to pay a fee when you cant provide a service what a joke

Reference:

22brk220122

Escalation number 174025

69brk280122

Please cancel maybe I can get a service that actually works

I have a Mobile contract with Telkom - Account Number: [protected]. At the end of September 2021 I ran into financial trouble. Telkom attempted to deduct my August payment, invoice no: A188902713, on the 30th September 2021. This request was denied by ABSA due to insufficient funds. Telkom then charged me for September on 1st October 2021, invoice number A192043701. The total balance at 1st October 2021 was R4290.58. This amount was due on the 1st November 2021. Telkom then proceeded to submit a debit order against my ABSA Bank Savings Account on four (4) different occasions for an amount of R3003.41. The dates of these attempts were 16 October 2021, 20 October 2021, 26 October 2021 and 30 October 2021. These requests were all denied by the bank due to insufficient funds. On the 1st November 2021 October's invoice(Invoice No:
A195427891) was added for an amount of R2347.99. This brought my total due to Telkom to R6638.57. The due date for this amount was the 30th November 2021. A debit order for R2500.00 was submitted to ABSA on the 26th November 2021 by Telkom Collections Department. This payment was successful. The balance due on the 30th November 2021 after this payment was R4138.57. My service was suspended on 28 November 2021 and I contacted Telkom telephonically and was advised to pay an amount of R1800.00 in addition to the R2500.00 debit order deducted on the 26th October 2021. This would bring the account up to date excluding the new invoice charged on the 1st November 2021. The operator also advised me that it would or could take up to 48 hours for the payment to reflect on the account. At the time of the call the R2500.00 debit order payment was not reflecting on the Telkom computer system yet. I paid the R1800.00 at Pep Stores, Key West Shopping Centre, Krugersdorp on 28 November 2021 in two payments, one for R1700.00 on my Absa Savings Account Debit Card and the other R100.00 in cash. I scanned and sent my proof of payment on the 29th November 2021 to [protected]@telkom.co.za for my service to be reconnected. On the 1st December 2021 November's invoice (No: A198802216) for an amount of R1305.00 (two contracts were cancelled thus the difference in the installment) was added to my account meaning that I now owed Telkom R3643.57 due on 31st December 2021. On the 1st December 2021 my normal debit order to Telkom was successfully collected which meant that only the November invoice of R1305.00, due on the 31st December 2021, was owed. The payments were posted on the Telkom Computer System as follows: R2500 (debit order collected on 26 November 2021) posted on the 3rd December 2021. R1800.00 (manual payment at Pep Stores, Key West, Krugersdorp) posted on the 28th November 2021. R2338.57 (normal debit order payment) posted on the 9th December 2021. Telkom's Collections Department then proceeded to submit a debit order request for the amount of R3643.57 to ABSA on the 10th December 2021 which was returned due to insufficient funds. Please note that I did not owe this amount to Telkom at that stage anymore as I have made several payments on the account which were all posted to my account by the 9th December 2021. On the 22nd December 2021, three days before Christmas, Telkom submitted another debit order request for the amount of R3643.57 to ABSA which was paid successfully. Only Telkom will know why they requested THIS amount as I did not owe them this money anymore. The only amount that was outstanding was the R1305.00 due at the end of December 2021. This amount was supposed to be deducted from my bank account on the 31st December 2021. When I phoned between Christmas and New Year and spoke to a consultant regarding Telkom refunding me the lady told me that they have taken the payment of R1305.00 (payment due on 31st December 2021) off the R3643.57 and would only be able to refund me an amount of R2338.57.
I agreed to this and asked if she could please escalate the matter as I needed the money urgently for food. Regretfully I did not make a note of the reference number. I phoned again on the 7th January 2022 and was informed that there were no open cases on my account. The consultant loaded the case on their system again with reference number [protected]. I received an email on the 15th January from Hlengiwe Mtambo requesting proof of payment which I sent on the 17th. I phoned again on the 21st and was informed that Hlengiwe closed the case on the 17th January but no refund was requested. A new case was opened (ref: [protected]) they have deducted the payment that is only due at the end of January from the refund amount again and this is totally unacceptable to me. My account is in credit with R1290.67. Telkom has made my Christmas a very sad one as I did not have any money. I phoned again yesterday and was put through to various people one of them works in the Telkom IT Department. I am still waiting for a response from Telkom and I am still waiting for MY money. This is not only unethical but also dishonest on Telkom's behalf and their customer service leaves little to desire. I am a very unhappy customer.

Thank you
Anesta Henderson
[protected]

My ADSL line is never in good shape, constant outages and horrible speeds, when I try to resolve the issue when I'm having one, the agents I call are unhelpful and send me back and forth to other departments only to have the other departments send me back to the first place I called. I try upgrading to fibre and they say systems are down and to call in an hour which has now happened every hour from the morning and now they are about to close. Absolutely horrible customer support. Train your employees better, restructure your system the department that needs to be called for an issue can actually manage that issue and do their job and care about the service you provide! That's the bare minimum

Since 2022/01/19 we have no Telkom lines. As a result the internet connection is also down.

A fault was logged on 2022/01/20, and was advised that a technician will call us to come out on the same day, however we have still not received any feedback.

I called Telkom again today (2022/01/21) and was advised by the consultant that there are no technicians available at the moment.

As a result of this outage, we are unable to operate our business which is a loss to us.

At least some feedback should be given as to a turn around time.

Date of incident - 2022/01/19
reference number provided - [protected]
service number - [protected]

Contact details - T Pillay
[protected]

My Telkom contract is due for an upgrade and i have called in and applied numerous times online for products advertised by telkom, but whenever i call 10213 and enquire about a specific deal, I am told that there is no stock. i find this very disappointing and don't see the point of advertising stock when you always have limited stock of deals. i have spoken to numerous consultants and they don't inform me at the time about the deals available or what they have stock of.

i received a call from a Telkom consultant regarding an order of an upgrade that i had done online and he took all of my details but did not put in the order. when i followed up with Telkom, i was told that there was no stock of the item therefore my order would not be fulfilled.

i am now considering cancelling my contract altogether as Telkom advertises deals they have no stock of or their ads go out when stock has already run out.

this amounts to fraudulent advertising and poor customer service.

kind regards

Good Day

I am over my head with frustration from telkom the service provided is pathetic hence can understand why i'v been told telkom is the worst to apply for wifi.

I applied for Wifi in 2021 i cant even recalll the date any more im advised in November after sending emails after emails i should wait for a tech to call me. TODAY NOTHING. I have sent an email in January requesting she follows up and revert back to me she just wipes her wrotten attitude off on me.

I have had a business line with Telkom for over 20 years..
I have had my line discontinued ..for numerous reasons
for non payment even though my account is in credit R1500...
damage/fault on the line
not servicing copper line...even though fibre is available at the end of the road..
without notification or an alternative being offered...
Still paying MWEB for a service I am no longer recieving

Reactivation 270868702A more than 2 months ago
Have been into Telkom at Forest Hill numerous time...
phoned 10213 too many times...and untold emails...
Please assist
Julia Allen
[protected]

I took a LIT box on contract so my kids can watch Netflix, i specifically asked them if it supports Netflix, in September they decided to remove netflix from the box without notifying me, im stil on contract, i went to telkom, were told to contact customer care they would give me a voucher for a box, i contacted them, they couldn't help me, so now the box is of no use, but im stil paying monthly. Plzzz help im frustrated, contacted them several times, went to store many time

I am a homeowner citizen of South Africa, I have been using the services of telkom for many years now. On the 4th of May 2017 I signed a contract with telkom for Wi-Fi. My ID no is [protected]/ my landline number is [protected]. This was done at the Kwadukuza branch. The person who helped me did not advise me to have my current landline changed as eventually with the shift from the copper line to wireless would eventually cause my landline not to work anymore. Furthermore I at that point and time qualified for a pensioners discount which the failed to inform and implement.

As expected, my landline no longer works. When I presented this problem to the telkom office on 08 01 2022 I was told I need to purchase an AEG type 5 phones which they do not stock, and that the pensioners discount was done away with last year, bearing in mind my contract commenced in 2017 which rightfully qualifies me for the discount. I was then asked to go and look for the AEG phone in any electrical shop, which unfortunately nobody stocked. I am highly disappointed with this kind of poor service, considering I am a pensioner and add also a loyal customer of telkom for many years

Please advise why my dispute is continuously being rejected by the Billing Dispute department when it is clearly a billing issue and not a Sales Issue

This is shocking and reflects a lack of coordination and unwillingness to solve customer issues

The package is correct as per Sales and as per the agents at Billing who I spoke to before

Please refer to the communication below - Refer to all the reference numbers below

This is very very poor service from Telkom. This dispute was rectified and then reloaded incorrectly by the Billing department again

Is there not someone competent enough who can sort this out immediately as this same issue has been dragging on for months now

Awaiting your favourable response
28/12/2021 @ 09h24 @ Billing spoke to Sinazo
DISPUTE [protected] was rejected without any notes -

New reference number [protected] - logged 22Dec and rejected 24Dec to refer to Sales

Confirmed package as DSL home unlimited light 10mbps @ R299pm for first 6 months & then R599pm thereafter
-Also confirmed it has been escalated to Team Manager before but not rectified
-Will escalate again

Relogged with Supervisor to credit account - Reference [protected] - Supervisor will credit account

Regards
HP Fransch

My roof has been severely damaged and causing a huge roof leak during the rainy weather. A telkom pole has collapsed on my roof causing this issue.

August 2021 I upgrade for new headset, and paid R1156 monthly for that account, I started to have problem with Telkom after I upgrade my account, every month my line will be suspended without any reason, come month end they found money from my bank for my account, and I told them I'll canceled their contract but they fix that matter and they ask forgiveness, now December 2021 month end they debited monthly amount of R1156 and again R5000 without any reason and the bank can't even reversed it, I call telkom to find out but I was never given a proper answer, one of the consultant from billing department gave me her email address as [protected]@telkom.co.za to email my bank statement regarding the debit, she never gave me even reference number, but she can see on their system there is amount of R5000 being debited from my account and apparently the person who assisted me at telkom shop was the one who made mistake, why should I suffer because of Telkom employer mistake, in one month telkom debited R6156 from my account I can't even pay my policies, I want my money back.

Hello

My name is PAZ Mbhense ID No [protected]. I have had contracts with you for years but due to bad service i have not renewed my contract.I first noticed in November of 2021 that various amounts of money up to R800 were being taken from my bank account without my knowledge. I have been to one of your stores many times to try resolve this problem as the money is still being withdrawn from my bank account. I am in process of talking to my lawyer about this issue. Please reslove this matter ASAP before I have to take legal action.

Contract numbers:
[protected]
[protected]

Good day.

Telkom debited my account on the 15th of December with the amount due but the accounts department did not allocate the payment that caused my line to be suspended. I struggled until the 25 with telkom to unsuspend my line phoning about 3 times a day. When they eventually fixed their mistake I requested that they extend my expiration date of my data otherwise I will loose it. Lerato Boleo (team leader) at Telkom is just as useless, and my data expired yesterday. This is unacceptable. I want my data I lost back. No excuses.

I took up a contract with Telkom via Facebook. The terms of the contract was not fully explained and no copy was sent to me. I've been complaining about the reversal fee since September 2021. No resolution was made only cases have been logged. Now I paid using the easypay number coz I was paid early, and Telkom still went on to debit my account. Please help. Coz this is affecting me financially.