Telkom SA SOC
Reviews and Complaints

To whom it may concern

I logged a complaint for a faulty line no [protected]. Two weeks ago it is impossible to speak to a human and the problem is not being resolved. I got a message stating that it was resolved but still encountered the same fault. It would really be of great help to give customers the option of speaking to a person when logging a fault. I don't let you talk to my tv so please return the curtisy of me being able to speak to a human when I contact telephonically. Please could a real person call me at [protected]. I need this fault fixed today please.
Thank you
Yvette Page

We are a registered NPO, known as ELSCA (The EAst London Senior Citizens Association) NPO 003-667. I Colleen Petzer, was appointed as the Executive Director for this NPO since 3 March 2010d.. In April 2014 we switched from Telkom to Fusion making use of voip lines which should have been cancellaed. Our account number with Telkon is Account no [protected] which is registered inthe name of Manor House (E.L. Senior Citizens Association) and at the time of opening the Telkom account the previous Executive Director produced a document with the registration no 1997/007888/23 which I do not know where this was taken from because we have no such certificate on record . I myself tried cancelling the following 3 No's linked to the account number [protected]
No: 043-7421243 fax line
No: 043 7434327 Junction Line
NO: 043-7434328 Junction Line
The only time we get a call is not from a consultant of Telkom but from debt collectors as Telkom has handed us over . This is ridiculous that we are exepcted to pay each time because all the debt collector is worried about is receiving his commission for the call he made to me but perhaps Telkom should first look at the reasons why the accounts are in arrears. Once again the debt collector informs me that we must pay an amount of R3887.20 . Only once I have paid this amount must I go online www.telkom.co.za and apply online to cancel the above 3 lines and not bother to email like I have been emailing to: stocst@telkom.co.za. I have also tried phoning Telkom but they refuse to give me any information even though I have provided them with all the documenation which I have for these lines to be cancelled with immediate effect. This is absolutely ridiculous and maybe a senior official at Telkom should give me a call on [protected] and they should advise me as to how I can cancel these lines or maybe they prefer not to because they can then collect R1, 003.20 per month. If you calculate this, Telkom should be refunding me for 9 months instead of handing our Organisation over to debt collectors. This matter is now serious and is causing reputational risk for the Organisation and NPO do not receive excess money that can be wasted.

As a manager myself I always pride myself with exceptional customer service and prompt customer queries.
I cancelled my line on the 28/12/2019 but I'm still being billed.
Today 13/02/2020 I went back to Clearwater branch and dealt with Dexter who referred my matter to a very rude and disrespectful Supervisor, Ridwan Shar.
He never greeted us or acknowledged us as customers but merely asked the consultant to explain.
After listening to the consultant he insisted that we received a reference number, after I told him on numerous occasions that we didn't receive any the more he got vocal and had an authoritative tone in his voice which I didn't appreciate.
He didn't take the liberty to enquire on my side but merely came to undermine my integrity and intelligence as a customer by insisting that I have received a reference number.
Immediately he then left the counter without offering any assistance.
I've never been so undermined and disrespected by anyone.
I would definitely spread the word of this awful behaviour displayed by a Telkom staff member in the presence of his sub ordinates.
I would love to train Ridwan Shar leadership and Managerial etiquette, something he definitely lacks.
I would not deal with Telkom again.

Regards
Tazz ( [protected] )
[protected]@gmail.com

I phoned telkom on Monday February 10th 2020, asking them to give me an update for an issue that was reported earlier (30 Jan 2020). during the conversation I asked him to allow me to speak with his direct manager/Supervisor. I was denied the request at first, but after a short while, Cyrus Sinenhlanhla Mwandla (Telkom technician) informed me that his Team leader would contact me. I offered to stay on the phone while he would be getting the attention of his team leader. He (Cyrus Sinenhlanhla Mwandla) offered to send me an email so that we may communicate digitally instead. I waited to receive the email before hanging up as I have experience with telkom support ignoring support requests and clients as soon as the phone call is no longer active. I sent repeated emails to him and tried to contact him again via the call center, but was advised that there is no way to get a hold of him at the call center, and that I should speak to the consultant that answers the phone.
My query was not resolved by the various technicians, and I still have not heard from any team leader as I have been promised.
It is extremely difficult to obtain contact information from telkom that is required to resolve these issues within a measurable time frame, I have therefore included links to the LinkedIn profile of the technician that was involved.
https://za.linkedin.com/in/sinenhlanhla-mwandla-**********13
https://za.linkedin.com/in/cyrus-sinenhlanhla-mwandla-b831b029

I just want to know the exact status of my issue and when I can expect to hear from someone again, but that information is seemingly impossible to obtain by the likes of telkom. Not sure if it's a training issue or a hiring issue, either way, telkom needs to train their support technicians to be able to handle these issues or screen their recruits properly to avoid hiring incompetent people.

Good day 

I just phone the Telkom call centre and was told the R200 fee that was taken in excess this month was for a non payment penalty for when my debit order rejected in November 2019.

I was unaware that R852.30 will be debited off my account this month and therefore only kept R660 available. Because of the R852.30 being deducted without my knowledge, the debit order rejected and I further incurred a rejection penalty fee at my bank as well and judging from Telkom's processes I will be penalized for this again with my Feb premium? 

I need this investigated ASAP. Nowhere was it communicated to me verbally that a higher debit will be taken and quite frankly I feel like this violates all aspects of TCF principles. I refuse to pay a penalty for this month as I was complete unaware and will not fork our R200 extra for the Nov rejection when it was not communicated with me and now I incurred additional financial expenses due to Telkom's lack of ownership in their communication. I have also had no reply from the e-mail address I was given to try and get more info on this.

Thanks 
Jessica 

This issue started in September 2019. I moved locations and asked Telkom to cancel my service at the location I was moving from and set up and my new location. However Telkom failed to cancel my services and kept billing me for them, for 4months. I had to phone in every month to get the service charges reversed and ask them to cancel again. On the 11 December, I made the same call to again ask that service charges be reversed and the line be cancelled as I haven't lived at the premises I was being charged for, for 3months. This time Telkom went one better, the proceeded to do one better, they not only cancelled my services at the old address but managed to cancel my new service at my new house within a matter of hours. When I phoned to tell them what they had done and ask for my services to be restored, I was told that I would have to place a new order for services as they couldn't restore them. Since them I have moved to another service provider, however Telkom has billed me for the service they cancelled in error, they have charged me penalty fees because it was cancelled without a notice period and they have been trying to debit my account for the funds, which I have blocked, and have them charged me an additional fee each month because I have cancelled the debit order. For 2 months now I have been asking them to rectify the problem, all I'm told is that it has been escalated, however nothing has been done and charges keep being added. The service I have received is appalling and Telkom seems to not care at all about the problems they have caused. I have never met a more incompetent company in my life, no one seems to know what they're doing, the matter just gets passed on to different departments!

I bought and payed for the 2 year contract for the 4mb's SmartBroadband Wireless Fibre Unlimited All Hours internet, I was told by the sales team that I will get 4mb of download/upload speed for the first 100gb then it gets slower the more data I use but since the end of the month (the moment it hit 2020) my internet speed went down to 300kb's maximum I have spoken to telkom support multiple time every time I do they told me they would send in a support ticket to fix it then I get a sms the next day saying it was fixed they did that about 7 times as of now and still my internet is not fixed after I have used my 100mb at 4mb's I am supposed to get 1 slower speed for the next 50gb of data then uncapped at 1, 5mb but even now when I still have all my bundles left I can never get close to 1mb even though that is supposed to be my slowest speed then when I tell that to support they tell me I have to cancel my service or upgrade to a faster speed but I already signed a contract for 2 years at that speed, how can they give me a contract for 2 years then the first month I actually get what I payed for then the first end of month when it resets they change it on me saying I will never get more than 300kb's unless I upgrade to a higher speed did I not already sign a 2 year contract agreeing to the speed of 4mb's and 1, 5mb's ones im capped? my landline number is [protected] / and my name/ surname is Mark Cilliers my desired resolution is to get what I payed for

https://textuploader.com/16tmx
https://textuploader.com/16tmg
https://textuploader.com/16tmu

The mobile data never works properly Money is taken at will but no service is provided They are blatant liars The service is constantly changing Its either not working at all or its on and off constantly This is ALL OVER JHB
How can these idiots not know their network is faulty Are they the same at Eskom and other BLACK controlled businesses that they just [censored] up everything ?

3 days ago I started experiencing very slow (if any) data until this morning Sunday the 19th Jan 2020 when telkom service was shut down for about 8 hours. I have a 60+60 GB data package which was purchased on the 7th Jan.
They finally turned internet service back on at 9.30 am with no explanation nor apology.
The customer service centers are so poorly trained to answer basic questions, There is never a smile from the majority of the staff and it creates such an unpleasant atmosphere.
The only reason Telkom operate in a sloppy, ill trained and with such poor attitude is because it is a monopolistic SOE run by incompetent and corrupt management.

I had taken out a SmartBroadband Wireless10GB contract with Telkom at the beginning of 2018. For the past few months I have been debited with a fixed amount of R 365.10.
In November 2019, I received an invoice advising to pay an amount of R 3, 915.84. I then called Telkom call centre to find out why I am I being charged this amount.
The consultant that had assisted me had advised me that I had gone over my limit and that's the reason for the amount provided. A few days later, when I tried to connect to my WIFI, I was unable to do so as it advised me that I am out of Data. I am not sure how I went over the limit as it would generally cut off once I reached my limit and I did not call Telkom to increase the limit since I've had the router.
I have tried numerous times to contact Telkom regarding the issue but till date have received no assistance.
I refuse to pay the amounts which they keep debiting me for as I want a reason for the ridiculous increase that I was not aware of.

I returned an iPad within the 7 day cooling off period, after which I was billed and had money debited from my account. Each time I complained about this, I was told my issue was resolved, yet nobody from their credit department has contacted me (over 3 months later) and in December they managed to debit over R10, 000 from my account after I canceled their debit order. They now owe me over R12, 000 in total and still continue to send me statements for the balance of the total they billed me for and nobody can manage to actually resolve this or bother to even take my bank details down to pay back the money they owe me.

I do have a problem with my service provider whereby the new router is not working started from 30/12/2019 until yesterday and no one is willing to help collect it and this matter affect my business because i don't have internet at my premises. I reported this matter at telkom shop in welkom they told me that it is none of they are bus.([protected]

24 voortrekker street, wesselsbron

Telkom Mobile Sales, Billing, All have pathetic service - Follow up ASAP

Good Day, So on the 17th December 2019 @ 9.38am, I renewed my mobile contract, **********, all was done and everything went well on 10213.
On the 18th December 2019 I received an sms to say that I owe Telkom an amount of R 1700 and something like that, so I called 180, on the 18/12/2019 at 12.02 pm the voice prompt told me that I do not owe anything, anyway I decided to hold on to chat with a consultant, which i did and we chatted and she told me the same thing that I do not owe anything and the system just sent the sms which was for October 2019, apparently .
Anyway the statement that I received for December 2019 I made payment on the 13th December 2019 and it reflects so as per my payment and statement received I do not have any outstanding balance which was confirmed by the consultant that I spoke to as well .
Well today being the 19th December 2019 @12.03 pm I decided to call for a tracking number for my renewal device and guess what I am told on 10213 that we do not have stock and I was upset about that because I thought on Tuesday everything was sorted out and I was not told anything about no stock .
So I asked for someone to call me ASAP as I needed to know what was going on and by 12.30 I received no response from Telkom so I decided to call in again to find out and you know what the lady said OH, but you are in arrears, I mean *** can someone explain to me whats going on at Telkom's end .
I owe R800 and something .
Can you please explain to me where was I wrong in all this and that I need to hear different stories from all different people
What is the real story and if I owe you anything too bad cause my statement showed me what I owed and I paid in full
The lady even told me that I am in credit balance for R2 something
I want feedback ASAP or else I will take this up and further as well cause this service I received today was pathetic .
Razia Khan
**********

On the 23rd September 2019, a lady by the name of Nobuhle sold me a package for R399 p/m and apparently this pack has what they call Spent Limit which I was never told of. They moved me from ADSL to this LTE at that rate and was rather told everything works the same as ADSL, i.e. top ups etc are the same. To my surprise after topping up my data for 3 months, I'm sitting on a R11... thousands bill whilst I've spending my money on credit card (double dipping). Today Phenius (customer service agent) tells me there's nothing he can do but my package is structured in a way that I borrow money from Telkom ! It doesn't make sense at all that I use my credit card details to top up but I'm borrowing from Telkom! Scams operate like that, marketing misinformation and then you can't even get out of the so called contract.
All this is not acceptable and Nobuhle was representing Telkom whom should be liable, not me being punished for someones incompetence or trying to push her sales numbers and not disclosing all necessary information that could have helped me to make the right buy/decision.

Good day,

I was send messages by telkom to switch to LTE due to the fact of the copper cables that is currently being stolen. I called in and did all the relevant that was expected of me. I was given the following number 400375 and was advised that my delivery will be on the 06.12.19. I called in 08:25 on the 29.11.19 if this will assist. I am till without delivery and going on vacation Friday the 20th December at 12:00 please can this be delivered as soon as possible as this is really poor service delivery I have been standing up for Telkom as everyone I know have issues and I said I do not so now you have proved me wrong.
Please contct me on [protected] urgently or [protected]@gmail.com this is urgent and I expect delivery.

Good Day Mr Mokoena,

After my discussion with you on the 27 November 2019 you said to me in no uncertain terms that YOU would resolve my issue

It is 2 weeks later today and I still have to receive a reply from you as to the status of my request
As a Manager this leaves very poorly bitter taste as I would have expected at least a reply from you by now

You leave me no option but to go viral on Telkom service and your lies that you will assist me with nothing todate

Thanking you
Kind regards

Dave Farland
DM Farland

Edeck Investments (PTY) Ltd
t/a DF Consulting
Reg.No: 2018/456333/07
Vat. No: 9527778188
P.O.Box 15562
Lyttelton
CENTURION
South Africa
0140

Mobile: +27 82 578 8086
Fax: 086 668 8113
e-mail: jpfdist@global.co.za

From: Dave Farland [mailto:jpfdist@global.co.za]
Sent: 02 December 2019 08:43 AM
To: 'Dave Farland'; '[protected]@telkom.co.za'; 'Hannetjie Farland'
Subject: RE: RETRIEVING MY ORIGIONAL HOME TELEPHONE NUMBER : [protected]

Good morning Mr Mokoena,

Do you have any news regarding our discussion and my mail below

Thanking you
Kind regards

Dave Farland
DM Farland

Edeck Investments (PTY) Ltd
t/a DF Consulting
Reg.No: 2018/456333/07
Vat. No: 9527778188
P.O.Box 15562
Lyttelton
CENTURION
South Africa
0140

Mobile: +27 82 578 8086
Fax: 086 668 8113
e-mail: jpfdist@global.co.za

From: Dave Farland [mailto:jpfdist@global.co.za]
Sent: 27 November 2019 07:59 PM
To: '[protected]@telkom.co.za'; 'Hannetjie Farland'
Subject: RETRIEVING MY ORIGIONAL HOME TELEPHONE NUMBER : [protected]

Good day Mr Mokoena,

Thank you for meeting with me today where you offered to assist me with my request to retrieve my original telephone home number : [protected]
I have tried from the day that my Wi-Fi line was installed namely 16 September 2019 to get my original number reinstated
You will see on your system that I have tried and in desperation I have come and met with you at Telkom outlet in Centurion
To assist me with this request
I truly hope you will achieve this

My other request is to have my statements invoiced out to Edeck Investments (PTY) Ltd
And NOT as reflected on my statement : MR DAVID MERLYN FARLAND

I feel who ever captured this info from day one has done this incorrectly
And this needs to be corrected but I eagerly await to see if you resolve my Telephone number first

Thanking you
Kind regards

Dave Farland
DM Farland

Edeck Investments (PTY) Ltd
t/a DF Consulting
Reg.No: 2018/456333/07
Vat. No: 9527778188
P.O.Box 15562
Lyttelton
CENTURION
South Africa
0140

Mobile: +27 82 578 8086
Fax: 086 668 8113
e-mail: jpfdist@global.co.za

I opened 2 x cellphone contracts in Feb 2014. and upgraded at 22 months. i was never advised that telkom would continue to bill me for the old contract until 24 month completion. I however learned my lesson and waited for the 24 month completion of my 2nd contract before i upgraded again in Dec 2017.
24months later (Dec 2019) i wish to cancel one of the phones. yet Telkom is refusing to cancel until 28 Feb 2020. according to them i am still in contract. this is not possible because they double billed me Jan & Feb 2016. Telkom is unable to provide me with any contracts or statements older than 2 years.
I spent an hour on the phone yesterday with Sefiso Senne. he committed that his Manager Tumisang Sedio would call me to resolve the problem.
No assistance. No customer service. This is not LEGAL!

I placed an order for a Huawei router and a Telkom sim mid February 2019, it then arrived around on the 3rd of March 2019 but unfortunately Telkom doesn't have a poll in my town, i then canceled the contract with MobileTalk and they never started billing me and that was resolved but Telkom continued billing me and now i have arrears of R2000 since, March till today the problem is not yet resolved. Every time i called I'm told it's escalated till today. The sad but it's affecting my credit score and bureau.

I have phoned Telkom on 5 occasions so far to complain about the following:-
The cable that connects my Telkom landline to the telephone pole outside my property has become detached from the top of the pole. It is lying across the property next to my house and across my stoep. Its dangerous and the wire is getting chaffed as it rubs on the wall. The wire can easily get stolen. I have to walk under the hanging down wire to my gate.
The dates I phones are 21st November, 26th November, 28th November, 30th November and today 3rd December. I was given two reference numbers - 1st 1291 and then 915377. Each time I phone I am assured that my message will be passed on to the correct department but so far nobody has contacted me from Telkom to tell me what they are going to do about it.
Please can you come back to me with some kind of answer.
Sincerely S van Oudtshoorn.