Telkom SA SOC
Reviews and Complaints

I received an incorrect colour for my iphone 8. After several calls nono one is comig to the party. I have not received any feedback, i was promised that the phone will be picked up on the 15 and no one has any idea on what to do. Everyone keeps telling me they have sent an email to the sales agent. Im frustated already with Telkom andi haven't even used the service. Please cancel my contract. Im still within the cooling off period.

My name is jabu, I'm from Soweto Meadowlands Zone7. Even since a cell tower was installed next to my house I'm no longer getting internet connection as well as making and receiving calls. This came to my attention when me and a few members in my community complained about the same issue and this has been going on for months now please find time and help resolve this issue. To get hold of me you can find me on [protected] or email me to [protected]@gmail.com your response would be highly appreciated

Thank you

This matter goes back to Dec 2017, I had a line using number [protected] which was used only for data, axxess was the ISP, I had the services cancelled through axxess this included the line as well, when cancelling the service and line, I even stated that ‘'are you sure you want to cancel the line? As this will remove the number from the service pool and it cannot be retrieved'' I said yes as I have/had no intention of keeping the line due to moving residence and getting a fibre connection, after this was done, I kept getting bills each month for the number, even though it was cancelled, after a while I tried to contact Telkom for assistance, but have had no luck at all getting in touch with anyone via 10210, or the email addresses as it always said mail box was full, I eventually get hold of someone who tells me to email the request to [protected]@telkom.co.za>, this was done in April, it stated that it could take 21 days for the request to be actioned, well 21 days ending up been months, again I tried to get assistance again I failed, finally get hold of someone [protected]@telkom.co.za, this was their reply in August

‘'Hi Roland, the [protected] was cancelled in 2017 and was replaced with the number that is currently active now [protected], if somewhere on your account you still receiving bills on the old number, please send it on our email to [protected]@telkom.co.za and please advised once invoice sent we will sent to IT as it may be an IT error as account shows cancelled.^CL''

So that reply should mean that the service was cancelled in Dec, and that billing should not be taking place any further, but yet I am still getting billed for a service that has not been used since Nov/Dec 2017, I need to know why cannot I not get assistance from anyone I try and contact, why am I been billed for a service that is meant to be cancelled and what do I have to do to get this damn line cancelled once and for all? I will not accountable for any charges on this account due to the fact that I asked for this entire line to be cancelled by my ISP and yes they do offer that request and yes I have not used this service since the cancellation request was made in Oct/Nov 2017, I want this matter attended to on the highest of priorities and would like someone in senior management to get hold of me to discuss this matter as well as to get it resolved once and for all, it is approaching a year now that this matter has been going on and I can longer play the run around trying to sort it, when you call centers are virtually unreachable same goes for email departments, and please don't get me started on the pathetic online service that you offer.

My contact number in [protected], my id is [protected] this is urgent and expect it to be treated as such.

Thank you

M E NELL

I was retrenched last year November. I paid my Telkom account until March 2018, however could not make payment in April 2018. My services were suspended(understandably) in May and has been suspended ever since. I phoned in June 2018 to find out how to cancel. I was told I have to cancel online. Tried it and couldn't as my account is in arrears. I phoned again and was told I have to settle arrears before I can cancel.

I never signed a contract, this is a month to month service! If I don't pay, by all means suspend and cancel - that is how a month to month works right? How can you keep on billing me on a monthly basis for a service I cannot use!? I don't want the service in any way as I have been complaining since the service was installed that the download and upload speed is terrible! It takes basically a whole day to download a movie on DSTV Catch-up - and this is supposed to be a 10Mbps line?

So I am now being held ransom - I cannot cancel a service that I don't want, yet you still bill me monthly for a service I cannot use? I logged a complaint on HelloPeter on 10 September 2018. I received a response from Hazel on 12 September advising that someone will be in contact with reference number AI3152161. I have not been contacted since, this is over a month ago and guess what - I am still being billed monthly! I followed up on the same complaint on 27 September and 11 October again. Still nothing.

Can I please just speak to someone to come to an understanding and cancel this service? I do not dispute a payment for a notice to termination but I am definitely not prepared to pay for months that I wasn't able to use as service?

I have been a loyal customer for over 10 years and the following is how I am experiencing your service from your esteemed organization.

I have requested for a very simple and easy line transfer from one area to another 8 weeks ago.
I have used your self help service on the Telkom Site and loaded a request to have my Telkom line moved from Westbrook to La Mercy a mere 10 kilometres appart.

After waiting 6 weeks I phoned your call Centre to follow up on it and was told that due to a system error the request was no longer active or of any concern to anybody. Somehow your system have thrown my request out and it is no longer on the system.?

I was forced to just recapture this very simple request with the call Centre. (After waiting 7 weeks already)

The most frustrating issue is that one has to wait for over 20 minutes to get a person to finally say Hello. Then it takes another 15 minutes as all information on your system is being verified. An issue that is adding to frustration as I am not changing any personal information. If one dares to phone your call Centre within 2 hours of home time the staff always say they have their system down and cannot help. I find this a blatant lie as it always happens on a continued basis, it is clear that your staff have decided that they stop working 2 hours before going home time.

Then as we loaded this request after 8 weeks again as we got to the end I was told that the Telkom line is with my Internet service provider and that I need to get them to release it first before Telkom can proceed to move the line to my new address.

This was strange to me as I know this is not true. My line has never been managed by my Internet service provider. Yet I agreed to contact Mweb and find out what is happening.

Mweb assured me that this particular line is with Telkom and that they cannot release something they don't have. (tel [protected]) Mweb acc no [protected]

Again I was now finding the same bad service of waiting 20 minutes plus for a hello and another 15 minutes for useless updating of information. Then As I again loaded the same request with the call Centre I was told that the request cannot be closed as some system issue is preventing it.

How do your customers now get a line moved to the new address.?

I have already spend 2 Hours and 26 minutes on the phone trying to get a simple request done.

I was given this Order number 303191121A
In addition this case number is for your IT department to fix your system issue case no 3703938

What else can I do to get my line moved when your call Centre are unable to load this request?

They provide no information for escallating nor any information on who is a Customer service manager who can intervene

Please can you forward this to a member of your organisation who can intervene and get this done.
It s a simple request, there is nothing difficult about it.

I am expected to pay for services which are not delivered to me.
As an elderly person I need this line.

The info are as follows :

Mnr GB Shipley
ID [protected]
Acc number [protected]
Tel no [protected]

Old address 33 North Beach road New Address 20 Jasmine Place
17 Suntide Beach La Mercy
Westbrook Tongaat (4399)

Please advice on this matter

I have tried sevent times now to cancel the subscription and each time and given an excuse or run around.

The Online system does not allow me to cancel and just replies to that that the request cannot be processed. Call Centre will not help as their directive is that client must cancel online. Keywest Krugersdorp also will not assist, I was promised it would be escalated to management and three months later I am still waiting for any response.

Clearly Telkom does not put clients first, only when it comes to taking money and debit orders.

I would NEVER recommend Telkom to anyone! A/C [protected]

This is the second time in one year period that we have been without a landline for months. We have reported the fault by phoning Telkom and logging a fault online. After numerous calls and following up on the status of our fault the first technician came out 2 and a half months after reporting the fault leaving it unresolved as the problem was reported to be on another 'box', another 'pole' outside our property. The second technician came out reporting that the fault was located and is on at a pole inside another property which they couldn't access during week days. A Third technician came out promising to sort out the line and reported that the second technician was incorrect in his report but that the problem was indeed outside our property and the fault was due to lightning damage. To my utter disbelieve and disappointment the technician reported that the fault was fixed but a underground cable was stolen in one of the roads nearby, hence the internet being off. In the mean time we have received our monthly bills with no credits indicated for landline or internet. Only to discover our services has now been suspended until payment is made. We have signed up to receive a service which in return we will be paying for. How are you suppose to be without a landline and very weak internet where your main reason for signing up was for the need of a landline and internet service for study purposes. After the second month, after reporting the fault, the invoice still reflect normal charges, yet no service? In a period of one year we were without a landline for almost six months and very poor internet? After numerous conversations, phone calls from cell phones, time at work during office hours, visiting of main Telkom branches we came to the conclusion that we were just one of the thousand customers with a complaint and that we are left in the hands of a service provider which do not value you as a customer enough to be honest and respectful in delivering a service they have promised. Where do I go next for someone to solve this problem and sort our account or is it just expected of me to pay for service that I never received. All the time and energy wasted trying to just get Telkom to send out a technician to try and solve our problem was an absolute nightmare and a very unpleasant situation as the same situation just repeated itself after our previous ordeal. Telkom will not wait a split second to suspend services but as customer your problem is least of their concerns. Mrs MM Venter

Good day.
We have been struggling to get the ADSL line put in the holding pool since 2nd of July 2018. We are phoning nearly every day and no one is helping. We did requests online, but no reaction. Dispute Ref: [protected], [protected], [protected], [protected], [protected], [protected], [protected], [protected]. Could someone please help with this. We changes service providers because we requested a 10 speed line from telkom on the 23rd June 2018, on the 2nd July someone phoned me and informed me that telkom is unable to provide us with the service and if I wanted to downgrade to a 4 speed they have to cancel the first application for 10 speed and we have to apply again for a 4 speed, and he was not sure how long the cancellation will take. So we phoned a different service provider that will gives us a 8 speed. So we are waiting for the ADSL line to be put in the holding pool. I use to recommend telkom to friends and family, but after this experience I will no more. We also paid just over R800 for two months, for a 10 speed line that we do not have, and data that we do not use, we put in a request to give us credit for this. The last accout was R151, where it should show a credit of R800 or more. So could you please give attention to the account as well. Thank you. Because we cancelled immediately and requested immediately for the ADSL line to be put in the holding pool. Thank you for your time. Please help with this situation. Have a blessed day.
Regards

Karel Uys
phone line: [protected]
ID [protected]
Address: Harold edges str 5 Ermelo 2350
Cel. [protected] or my wife Almari [protected]

Where to start... We signed up for a Telkom ADSL Line via Mweb 01/08/2017. The option that was suggested to us via Mweb was the Telkom Weekender and Evening plan for R206 p/m that included free land line installation. For more than a year now i have been in contact with the customer services of Telkom, forwarded our original signed contract with the emails from Mweb and have a list of reference numbers for all the calls i logged. Each and every time the pathetic excuse i get is - YOUR PROBLEM IS UNRESOLVED WE ARE ESCALATING IT TO THE RELEVANT DEPARTMENT... The problem is they loaded additional stuff on to our account, Anytime Extra. Everytime i spoke to a consultant or a manager i told them, I am paying for what i signed up for - not for what ever else you put on my account. The other excuse was that our contract was incorrectly loaded - ok.. so why should it take more than 1YEAR to rectify the mistake they made? I have even logged online queries.. still nothing resolved. 2 Managers from the Head Office phoned me stating they are working on fixing the problem. The last sms i received from telkom was on the 2nd of September 2018 " Mr Kern, Telkom is still in the process of cancelling the Telkom Anytime Extra Plan, apologies for the long delay in resolving the issue, feedback to follow." Last night my phone line was suspended due to non payment! Really? Who is to blame here? I paid what i signed up for every month- never missed a payment. What ever extra stuff they added to my account i refused to pay - I strongly feel i have the right to do so. Would they pay for something they did not sign up for? This is pathetic service!

Hello
I am brought 1gig data +1G night, last night as i log in at 00:00 it was supposed to use ny night owl but i didnt Today at about 4:50 i started search the night again once an done i check its still not using my night owl data.i called in to the call centre i told the agent whats going on she doesnt even maintain the number to check my usage or number ..she just rushed to say i must do network section and select Telkom i told her my phone is on Telkom and its 3G as always nothing charged but she say i must do anyway..and switch my phone off..Then done no checking done no diapute logged, why must i have my phone off before i use my data ?i am not roaming and i always used telkom network.i would like for my data to be refunded because i used data during the night owl the for it should not take my normal data..The agent was not willing to assist at all, its like she is just want finish with the call and go back to sleep because she sounded sleepy mayb from her night shift. Please reverse my data back

Hello.

I requested a landline cancellation for number [protected] under the reference number [protected] on 20th of september 2018.

But received a SMS today saying there is a DSL active, but I never hired a ADSL service.
I have no idea how there is DSL on my landline number neither who is the service provider (as I am always requested to contact by Chat agents).

All I want is to cancel the landline because I will not use anymore.

Account no: [protected]

Regards.
Julius.

God day

this is ms Castelyn I phoned Telkom on the 1t of June 2018 to request a line transfer for my Telkom device because we are moving to sundra Mpumalanga they phoned me back to say we don't have any coverage there and they cant assist me they are going to cancel the contract and they told me I have to pay in the difference on the outstanding account because the money I paid upfront was going to be deducted from the final account I did that .i kept on receiving an account so when i phoned Telkom i was told my line is still active and I'm going to be billed for it every month although i don't stay there anymore i moved out of the house on the 24th of June already. i was told i have to cancel the account online so i tried but was unsuccessful because the system keeps telling me my details does not match the account i then went to the Telkom store in the mall and the lady said she cant help me because i must cancel online she then give me the account nr to make sure i hade the right one i went back to work where i phoned again and i tried again with the same outcome . the next day i phoned again and Mandisi Petela (M)

I had a contract with Telkom which expired on 14 December 2017 (Contact [protected]).

I have been trying to cancel the contract since April 2018 as I am getting billed on out-of-data rates. I followed the following channels:

1. Online cancellation (htpps://apps.telkom.co.za and I keep getting an "unable to process request" error as soon as I have uploaded the documents or the page processes the request non-stop and doesn't return any result.

2. I contacted Telkom through calls and emails, non of which yield results:
a) On 03 April I spoke with Sithembile Mkhize on the 081180 line who emailed me a Cancellation Form to submit to the [protected]@telkom.co.za email address.

b) Emailed [protected]@telkom.co.sa on 16 April 2018 and attached the Cancellation Form

c) I followed up with [protected]@telkom.co.za on the cancellation request on 02 May 2018 and haven't received feedback until today. Later forwarded the same email to [protected]@telkom.co.za and [protected]@telkom.co.za and never received feedback.

d)On 08 May 2018 I email Sithembile Mkhize again about the lack of feedback and I was provided with her manager's email address ([protected]@Telkom.co.za) who I emailed and never got anything back from.

e) On 21 May 2018 I emailed all the emails above asking for a status and no one has bothered to respond. I later called the 081180 where I was assisted by a Sizakele Hlongwa who escalated the issue and never got back to me with the status.

f) On 28 May 2018 I called again and emailed a ZunguT who advised me to follow the store approach to stop the usage pending the cancellation as I am being billed at out-of-contract rates.

g) The stores are also useless as they say they don't stop usage I need to contact the head office.

h) On 04 September 2018 I called again and was assisted by a Bongani who escalated the issue with the cancellations department and would provide me with feedback 72 hours after cancellation - I still haven't gotten the status.

i)Today, 08 October 2018, when I spoke to Nobukhosi Shabangu she indicated that she can only see 1 communication between myself and an online chat agent which occured on 16 APril 2018. Isn't the history of communications supposed to be logged/linked with the number clients are calling in connection with to avoid having to repeat myself everytime I have to initiate a follow-up call.

All the attempts above exclude the cancellations logged through the online Agents and the Disputes I have logged on MyTelkom to get the assistance.

Can I please be assisted, I don't want much but Telkom to cancel the contract as it is messing with my credit record.

Kindest Regards,
Zoliswa Tyelakhe

I logged a dispute on 27 September 2018 when Telkom blacklisted me for non-payment. I cancelled my landline services at the end of November 2017 when I relocated. I requested a final account but never received a final bill.

When I applied for a loan I was told that Telkom blacklisted me. Despite several phone calls to Telkom and trying to resolve the matter on Telkom online the dispute has not been resolved and I have not received any feedback

I have been trying to cancel my contract with Telkom since January - it is for a home ADSL line - I have numerous mails over the 10 month period to direct staff in the employment of Telkom. Over and above this I have logged disputes online and attempted to cancel this online and still nothing - the bill continues to bill every month and I can not get anyone to give me feedback or even acknowledge the request.

I bought 3GB M'onice Telkom data for R34 (30 days) on Sunday 16 September, the money was deducted from my account but I didn't receive my data. I've been calling their customer service ever since that Sunday, I was given a case number on the 19 of September which is [protected] and I was asked to wait 72 hours and that my data will be allocated to me today it's the 5th of October and I'm still waiting. When I call Telkom's customer service they always tell me the same story that there is nothing they can do on their side, but they will send an email to the technician responsible for my case and they also take my email address saying the person who solving my case will contact me, no- one ever contacted me . When I check my case on their website using the case number given to me, to my surprise it says my case was resolved on the 26 of the September which is strange since I haven't received my data yet. My number is [protected]

Phone [protected] was suspended without any reason as the account is paid monthly by debit order. 7 Employees at the call center confirm that the account is up to date and they do not understand why it was suspended. Despite that confirmation this phone is not re-connected. The latest ref nr is 1226716. This is not acceptable as our minister need his telephone line 24 hrs per day

I applied for a new contract. was promised phone would be delivered within 3-5 working days. its been 6days. no feedback from Telkom. they deducted money and I still do not even have the phone nor the data to use. tried getting information on where the package is. Telkom client service agent gave me incorrect tracking details and was not even willing to help me what so ever. basically TELKOM does not care. I just want to cancel this deal now and want my money back. but trying to get hold of them is like getting needle in a haystack. been on the line for over 20min waiting for a agent to answer the call.

very pissed off . never had this type of service

I applied for an ADSL line on the 28 May. I had endless problems getting installed as Telkom was always offline . The land line was finally installed on the 27 September 2018 and i collected my modem on Friday the 28 September 2018 just to my surprise my modem was not activated as the IT never closed the account to be activated. i called the call centre the Saturday spoke to the manager he advised that their is only skeleton staff and my matter will be solved Monday as it takes 48hours he has locked the ticket .Today is Thursday I am still awaiting mt problem to be fixed called the call centre the whole week spoke to the managers and all they say is i escalated the matter so my question is there not a manager that you may go and speak to or are you scared to get up from your chair and try and solve my problem but no feedback from manager So telkom expect me to pay a ful amount at the end off this moth for a service i never benefit from I think I must rather cancel this contract as there is other service providers that will appreciate my little business and make me feel like a customer

I would like to cancel my landline and wifi in order to get Telkom Fibre. It is impossible to get this cancelled. So, how must a activate my fibre account. I have lost my username and password.

Every time I request a new username and password, they send me a one OTP to my email address. However, once I open the OTP message - the original sight where I need to enter the OTP number, I cannot get access to enter the number.

Now for crying out loud - How can I cancel in order to get my fibre?

Neal Engelbrecht
[protected]
[protected]@out.co.za