Telkom SA SOC
Reviews and Complaints

We have been trying since 3 February to get three Telkom Lines and Internet for the business cancelled, however only on the 26 June 2020 did the cancellations take place. The owner stopped paying for the services as he needed to get Telkom to react to the problem. There seems to be very little happening, now that we have with held payment services have been disconnected. There has been unaccountable amount of calls made, and emails sent to no avail. There has been a number of disputes loaded on to the account, still nothing happening, an email has also been sent three consecutive days to a supervisor, we can see it was read yesterday, no replay received. There are re connection fees added to the account every time they cut services. Account is an astronomical amount already due to non communication from Telkom.
All the owner is needing is in writing what credits are being passed and what is the outstanding amount for services that are being used and which he must pay for.
It just seems that Telkom gets no where with ones complaints, cannot get further than the call centre.
Need extremely urgent help with this complaint
Mrs Linda Venter [protected]

Hi All

I cancelled my adsl line online via telkom website and followed their procedures and to date its August 2020 and they refuse to cancell the line and correct my account.I have tried to call them on numerous occasions to rectify my account and unfortunately they do not process my request after having all the proof they still cannot do anything.

Can someone please help

A constant struggle with no result is the level of service you can expect from Telkom.

For over a year we have requested for our ADSL line to be downgraded to a normal phone line. To our knowledge this has been done, only to find out that it hasn't. By having our line moved we discovered that we have been paying for an entire year for and ADSL line we haven't used. Not only has Telkom failed to downgrade our line but they have neglected to inform us of important information.

The struggle now comes in to not only having our line downgraded but to sort out our account with credit. Now since the 9th of July 2020 the technician has moved the line but Telkom has failed to close the request. It is imperative that they close this request as they are not able to issue the next request to downgrade our ADSL line as originally requested because they still have an open request / ticket to move the line from one address to another.

Another struggle with the billings department is for them to investigate this matter with the email being sent to them again with the first request to downgrade the line witch was on the 4th of July 2019. Now I was told that in order to resolve both issues I would have to communicate with two different departments constantly going through their switch board as the Sales department will be able to assist me with the downgrade and the billings department can only assist me with the credit.

In order to get my ADSL line downgrade, I would have to speak to the sales department that haven't been able to fulfil my request as they need the line that has been moved ticket to be close. Problem with the ticket being closed is that you hear many different excuses as to why they have not been able to close the requests.

The first excuse that is beyond laughable is that you have to phone them and inform them that the technician has been to you and completed his job, yet they have record of the technician work and confirmation from the technician himself that he has moved the line and that everything is on working order. The reason that I find the above laughable is that I was on a call and speaking to a Telkom representative while the technician was here. Not only was the Telkom representative able to hear the drilling and the technician moving the line but also being able to hear the conversation between myself and the technician confirming that the move was successful and completed. This Telkom representative and then sent an email and cc'd me showing she has logged a request to have the ADSL downgraded as well as communicating with the billings department sending the email with my initial request to downgrade the line and begin the conduction of the investigation.

The second best excuse is that in order to close the ticker request for the line to be moved is that the "back office" is the only person that can close it, however you are not able to speak to anybody in the "back office" and the sales department can't even confirm when the back office will attend to the ticket or if anybody in the "back office" is working that day.

The third excuses is that the ticket cant be closed due to an IT issue, once again you cannot speak to an IT representative of Telkom.

Lastly an excuse has been given that only the person who had issued the original request to move the line can close it. Once again, the sales department cannot confirm if that person is working nor cc you in the email to the specific person showing if they had actually put the request through.

With the billings department the trouble now begins that an investigation should be conduct in order for them to credit us for paying for unwanted ADSL line for an entire year. Understanding that the billings department and the sales department work with two separate quires the billing department has now failed to conduct and investigation because once again Telkom has not closed the request/ ticket for the line to be moved and they can't continue until that has been completed on Telkom's side. I have only discovered that the billings department can't assist after three weeks of constant calling in speaking to countless representative from both billing and sales department all of them fail to inform me of this information.

I have been beyond patinaed until this point. Knowing my time has been waisted with excuses and negligence I have phoned Telkom for the last time now needing my requests to be executed with no further excuses. Wanting to speak to a supervisor or management waiting for over an hour for my call to be directed to any supervisor to assist me and give me a final and true answer on what needs to be done. Not having the time and knowing that if the call has been ended without speaking to a supervisor that nobody will actually help me. However, being on hold for over an hour I had finally consented to the agent to have the supervisor phone me back and including an alternative number just in case. Before ending the call while waiting to speak to a supervisor the Telkom agent, they had sent an email to the supervise and cc'd me in the email showing that they escalated my request to speak to the supervisor yet this request has once again been ignored as it has been over a week and I have not received and email or call form any Telkom presentative. The level of service is beyond pathetic and shocking.

Below will be the dates and names of not only my request but all the Telkom representative in sales and billing department who have failed to assist me.
Downgrade ADSL Line to a normal Land line - 4th July 2019
Request for Line to be moved - 19th June 2020 - Yhagasveri
Downgrade ADSL Line after line has been moved - 9th July 2020 - Wendy
Follow up on ADSL downgrade - Nwabisa - 13th July 2020
Follow up on ADSL downgrade & Credit - Ziyanda - (Ziyanda sent email to explaining what needs to be done to the sales and billing department finally giving me a reference number) 15 July 2020
Follow up on ADSL downgrade - 17th July 2020 - Thebisa - Sales
Follow on ADSL downgrade - 17th July 2020 - Adrian

Downgrade ADSL Line follow up - 22nd July 2020 - Tanya - Sales
Credit - 22nd July 2020 - Nonshahla - Billing

Downgrade ADSL Line follow up - 27th July 2020 - Dylan - Sales (IT Excuses)
Credit Follow up - 27th July 2020 - Lundi - Billings

Downgrade ADSL Line follow up - 29th July 2020 - Samishni - Sales -

Email from billings department stating that the credit investigation has been rejected due to the Line request to be moved ticket hasn't been closed - 29th July 2020 - Busisiwe - Billings

Last Telkom representative not able to put me through to a supervise, email sent to myself and his supervisor requesting to be phoned back and sort out the credit and the yearlong ADSL downgrade - 29th July 2020 - Luxolo. Till date nobody has phoned or emailed to assist me.

Blanche - [protected]
Malokiba Trading 8 PTY LTD

on the 05 of august contractors to telkom came to remove stored batteries damaging and dirtying the entire property video posted on my facebook account

i am very disappointed with the Sanlam Telkom staff members. i got to the store before 5 as i know the stores close earlier because of covid 19 . The door was just closed . The 3 female and 1 male staff sitting at the counter don't even make an effort to assist in any way, after a few minutes the 1 girl show me cross arms to which i reply it is not 5 o clock yet. They all decided to stand up and go to the back of the store leaving me standing their. i used the lock on the door to signal i am waiting on someone to assist or at least hear me out. Finally the gentleman comes out and tells me they decided to close early today and cant help me as the system is down already. i asked if i can leave my telkom invoice as i need to change my address and he replies that he is not in tomorrow and wont be able to help me at all. This i find unacceptable as i have 3 good standing telkom contracts and being treaded like this is a big no no.

I will not recommend any of my friends or family to the Sanlam Telkom Store nor will they ever see me again.

Please send your staff for customer training and teach them how to deal with their clients in a respectful manner.

Regards
Eugene Davids [protected] email - [protected]@gmail.com

I bought a product from telkom in jan 2020 with inclusive data and with a certain number of inclusive free minutes. But the minutes were never activated.
now telkom wants me to pay an extra R40/pm for those "free" minutes.
those minutes were supposed to be free as part of the original package.
so why should I now have to pay extra?
I have been trying to sort this out since feb 2020.
disputes have been logged ref: penelope thusi, is the latest reference.
but I never hear back from Telkom.

Hi,

SA is in a financial crisis due to the pandemic, and its people have been forced to rely on unreliable payments from the UIF to pay off its accounts. Since Telkom is a SA service provider, I think it is poor service to charge us this fee, knowing that UIF payments are late through know fault of any of its customers.
I expected better from a company that we have given our support and our business too during many of their network and payment issues, I expect the same back when we need some leniency.

My contract with telkom ended march 2020, april I cancelled the product online bcos they debited the money. In may the debit went out, I reversed it, the debited again the next week, I contacted them they told me it was the last payment. In june the debit went out, I still reversed but they kept debiting, in july the debit went off again. I contacted them they told me it was the last payment again, in july there was another debit which I am told the same [censored] story that it was last payment. I am so fed up with telkom. The wifi number consent is [protected]

First of all I have been banking with FNB for over 20 years. NB has decided to cancel our options to stop debit orders or to reverse debit orders. By doing so this has left Service providers such as Telkom with the authority to debit my account whenever they please with any amount they please without consulting me first.

I am a freelance photographer and my work and income has been affected by SA Lockdown. I am struggling to pay all my debits but do make means to pay them all.
I contacted Telkom on the 21 April 2020 that was when we were under lockdown to advise them of my situation and spoke to Siyatanda at Telkom call centre. He gave me email address [protected]@telkom.co.za and told me to explain my situation to the person on the other side of this email. I did so and to date got no responds from Telkom email person.
I understand when Telkom debited my account with the double the amount the following month, but this has placed me in a situation where not all my debit orders was deducted and also I am liable to pay "unpaid fees" to FNB. I contacted FNB to get them to stop the debit order because I wanted to pay Telkom myself when I do have the funds. But no success in this area. FNB has stopped all "stop debit order" options.
My agreement with Telkom was R214 per month.
Telkom debited me as follows:
29 April 2020 R396 (I missed one payment so this i can understand|0
30 May 2020 R400, 70 (extra R202 was because I missed a payment)
30 June R198
Today 15 July 396.

I'm unable to get hold of customer care when I phone. I went into the Telkom branch and they logged a call with their accounts department. Mpho called me on the 7th July and I explained to her my situation and she told me that they charged me R400, 70, and the extra amount of R202, 00 was because I missed a payment. I told her I am not a position to pay that R202, 00 at all. I am disgusted because I am struggling to make ends meet on my side and Telkom has the audacity to debit my bank account as they please. I am not satisfied with the R202, 00 charge for missed payment, they got their money and I don't appreciate that they are sneaking around my bank account which I now don't have any control over. I am being charged banking fees from FNB as well!
And Now I know that they will be charging me another R202, for payments missed!
I need to speak to someone in charge who can clear this situation up once and for all. I will be satisfied if this mess is cleaned up and my contract with Telkom cancelled because I cannot spend the rest of lockdown tangled up in this mess.

My personal details are as follows
Mrs Louisa Brown
cell number [protected]
id numbers [protected]

Hope to hear from someone soon

Several attempts have been made to bring to Telkom's attention that a pole erected in the servitude of my property is rotten at the base. The pole is only held in position by the catenary cables from adjacent poles.

Strong winds will cause the pole to fall over. The consequences could be catastrophic with damage to my home and surrounding boundary walls. This will result in fruitless expenditure as every attempt has been made to inform Telkom.

This is an unacceptable situation with no response from Telkom save to request the landline number affected. The home has no Telkom service!

Telkom charged me so R202 rejection fee. Which is unreasonable and unfair because 1st, there might have been insufficient funds because of the covid-19 no work no pay. 2nd, the debit went off after a few days n was paid, then afterwards I'm charged my debit order amount of R198 plus a R202 rejection fee. I wasn't even made aware the will be such a fee to start with.
I just had to dispute the debit with my bank, n reverse it. I'll pay my 198 manually n block their debits for good if they insist on this unfair charge. They can cancel my contract if they wish to.

name Yulanda Saunderson
excess fee R389.90-paid(hauwei p smart)
claim number for fee-TC035514
id number [protected]

Good day
As a good customer paying every instalment insurance paid monthly on time im disappointed with the service im getting im so sad and drained because of all of this trying to claim my phone and im not getting any response.Ive been calling sending emails just to get feedback on the phone I claimed for so Ive paid my access fee so can someone willing please help me at finrite-insurance-administrators? right now im using a phone I had to lend just to follow up and its very frustrating please just help me cause ive been wondering if im being scammed my phone being stolen already was enough for me to deal with going back and forth with this is not helping at all

On 21st May 2020 I filed an online cancellation request with Telkom. I received an email back as confirmation of my cancellation request and also that I will be contacted by an agent within 7 days to finalise the cancellation.

Up till now, Telkom did not contact me and I myself tried to get hold of them on numerous instances to resolve the issue.

I'm still being billed bt Telkom as if no cancellation request was sent in. I had to freeze my bank account as Telkom was debiting me every single week.

The below references may be used to follow up on my cancellation request as made on 21 May 2020.
NUMBER: [protected]
CANCELLATION REFERENCE : [protected]

Good day.

On Sataterday the 29th of May 2020 my Telkom mobile sim card got damaged. I have called the customer care center to do a Sim swop. They were not able to assist me in this matter, they told me to go to my nearest Telkom store which is 120km from me. I use this number for my business and thought to myself it is going to be ok for my to just buy a new sim card and let all my clients know and change it at the bank as well. Done that no problem... Bought myself a new Telkom mobile sim card again and did all the changes. This morning when I tried to make a call. I got a message from Telkom saying that my account is block and to contact the customer care center. When I called them they told my my account was blocked due to no payment... This is a pay as you go sim card... What payment... So they told me again to visit my nearest Telkom store to rectify and activate my sim card again... So again the nearest Telkom store is 120km from me.. Why must I drive 120km for their mistake. No my clients can't get hold of me... So I'm the one losing clients and money... I think this is the most horrible service provider in history. So I'm going to let all my clients and everyone know what horrible service I have received from Telkom. And go over to a more trustworthy service provider that will be be able to give customer service to their clients. Becauce Telkom is not one of them. I will not recommend Telkom to anyone. STAY AWAY PEOPLE

At the beginning of april 2020 I cancelled my 2 year contract online on the Telkom website giving 31 days notice for my router contract. I did it correctly and I uploaded my identification number. My contract ran from 1 May 2018 to 1 May 2020. Telkom keeps on debiting me and does not cancel my contract. I write to telkom but the staff are beyond inept. Ref/ case no [protected] and telkom account no. [protected]. I am beyond angry and have had to reverse telkom debit order.

My case ref number is [protected]. On the 24.04.2020 my phone was snap and grabbed, after that incident I tried calling telkom customer service at this number 081 180, using my mtn sim-card. But I could not go through I subsequently went to telkom offices and explained my frustration. On the 25.05.2020 I spoke with an telkom employee who did not want to listen to my explanation, and subjectively overruled my explanation and said I am liable to pay the fraudulent transaction because my mtn number could not go through telkom, now i'm being punished for trying to contact telkom so I could block my phone. I have been explaining no one at telkom wants to listen except to say I must pay i'm liable they don't want to listen to my story and objectively provide solution.
My ID:- [protected],
Sim-Card #:- [protected],
Receive Statement on email:- sandi.[protected]@gmail.com
I am contactable on this MTN # [protected]

Good Morning I am so dissatisfied with the service Telkom gives it leaves much to thought. The agents at your stores are incompetent and of no help at all needless to say your phone numbers are all incorrect as they don't exist at all.
I cancelled my WI-FI in February 2020 as I have had Fibre installed due to Telkom's poor service and high fees.
I am still getting accounts from Telkom and the money is still being taken off my bank account. PLEASE FIX THIS TO AVOID ME TAKEN ACTION AGAINST YOU. The cancellation was for the Hauwei LTE my account number [protected] I am waiting in anticipation FIX THIS ASAP

I requested closure of my Telkom account 1 March 2019.
It was much struggle to get Telkom's courier, RAM to collect my sealed modem - 6 September 2019.

I have spent many phonecalls to Telkom, requesting refund.
I received a reference number on 12 March 2020 after many emails.
Since then I have had no movement. My case has been passed from one department to another.

I complained on Facebook messenger, but no movement yet.
I sent my waybill, as well as the proof of delivery from RAM couriers on 9 September 2019.
We are at 19 May 2020 today.

Telkom blacklisted me for bad credit, even though they owe me money, and I cannot apply for any accounts because of it.

Please assist.

1 Nov 2017 I e-mailed Telkom to cancel our Telkomline, but still wanted the e-mail for our bussiness. I sent several e-mails in Nov and Dec 2017 without response. I payed the last time the bill of R1195.25 on 10 Dec 2017. There after we got a new serviceprovider for the bussiness that must go on.
I drove to Telkom shop Mokopane (51Km from Mookgophong) in Feb 2018 to get more help personally because phoning Telkom was useless and you must talk to a different agent everytime and explain your case repeatadly. I sent all my info to Portia Tsotetsi in Johannesburg (Mokopane recommended it) without success. I phoned Telkom at a later stage (April /May 2018), after struggling as usuall to get through. The consultant said I still owe them money and to cancel the line I must pay the amount before they cancel it. I was willing to pay the amount untill end of November 2017. He said we must pay the total amount that was more than R3000 at that stage and then they would refund me again. That was unacceptable for me. FNB phoned me to say I am listed on the CreditBureau for outstanding bill from Telkom that escalated with interest. I hope to hear from Telkom in 48 hours time. If not I will have to state my case to the Umbud.