Telkom SA SOC
Reviews and Complaints

The 29th of may was my fist call to request ADSL. i was told everything was okay i just possibly had to pay a deposit which i did, since then to date which is 28/08/2018. 2 months later i have spoken to over 13 people which i can give first names for. my payments has been misallocated and reallocated apparently 3 or more times. i have more than 5 references and i just received an sms stating i will start getting billed from today for a service that is still not installed...

On the 7th of August I went to your Telkom store to enquire about my cancelled landline for which I am still being billed. I requested a call back from Telkom at around 1pm. An agent (Thabang Serakalala) phoned me back that afternoon at 16:28, at which time I had no documentation with me. He asked when I made the last payment to Telkom - this was somewhere in April and I did not have any bank statements with me to confirm the exact date, although this should have been visible on my record/account with Telkom. I asked him how he can ask me a crazy question like that since he only phoned back after hours and I didn't have anything with me. He then acted very rude and told me that he cannot listen to me further because I have offended him. This call lasted 19m35s and he was about to provide a reference number for the escalation of my enquiry when he turned rude and repeatedly told me that I am offending him. I asked him to please specify exactly it was that I had said that had offended him on which he replied that I said he was asking crazy questions. I don't deny this, I have said this, but with good reason, it was crazy to expect me to have all financial documentation with me when I expected a call back shortly after 1pm and then only received the call back at 16:28 - I do not carry all sorts of financial statements with me 24/7. Anyways, I then requested if I could please speak to a supervisor if he was so offended and refused to assist further, upon which he slammed the phone down in my ear. Needless to say, I doubt if my enquiry was every put on record by Thabang and I obviously do not have a reference number as he slammed down the phone. I please request that you listen to my phone call since these calls are recorded as I was informed by Thabang that it has been recorded how I have "offended" him. He phoned me on 7 August 20158 @ 16:28 from [protected]. I value your feedback and the necessary actions against this type of behavior as displayed by Mr Thabang Serakalala - which has left me offended for that matter, as I have not been assisted at all and was treated rudely and had the phone slammed down on me. This is not the type of service levels I have ever expected of Telkom.

To whom it may concern

We upgraded our business ADSL line to 10 mbps, but it the speed has not changed at all. I have done numerous tests and we only getting about 1, 6 mbps.

When we phone we get told that Telkom is having problems - i accept that but don't charge us for a service that we are not getting.

Our account number is : [protected].

Regards

Wade Gullan

I have moved at the end of April and requested to move-a-line on the website. An agent called the following day to confirm the request and the date of the move. However, nothing happened and after some weeks I enquired only to be told that the order was cancelled because the infrastructure (fibre) is not available at my new address. (Please note that I searched the website and fibre at the new address was indeed confirmed to be available.) I was not informed of the technicality and/or offered to downgrade. At the end of May an ADSL line was eventually installed at my new address after serveral complaints telephonically and several visits to Telkom Outlets. I have requested for the cancellation of the TIN and fibre from the previous line about three times without any action or response from Telkom. Each time I was told that my request would be escalated. I had to pay for two lines linked to one service. Eventually my account was suspended. I then had to contact billing department with evidence of my requests for cancellation. The suspension was lifted and my account is now in credit. On 20 August the request for cancellation was eventually attented to by Telkom but they have cancelled the TIN only and the broadbank is still active. I phoned again and was told that there is a technical problem to cancel the broadband and this has been referred to their IT department. In the meantime I am unable to access my account on the website. The message displaying when I log in and try to link and account states that they are unable to identify me as a valid contact for this service on this account. It is the same account number on my monthly invoice. I am not going to pay for the broadband.

I have tried updating my banking details since last week with no luck- Telkom systems have been down ever since. I managed to get through today, only to be told that I will have to make manual payments. In addition to that, I was informed that I need to make payment 10 days before my scheduled debit order date (meaning I am too late already), or else I will be charged a further R200+ in penalties (for a failed debit on an account that has been closed), regardless of the fact that I informed them in advance. It's funny how I was able to update my banking details with other companies with no hassles whatsoever.
My details are also incorrect, tried getting this fixed, with no luck (From ID number, address and names belonging to a completely different person!

Telkom (TelGAAN) should go bankrupt. No service or no Company is the same thing.
2 years ago 2016 it took 6 months of many calls & non-payment before they admitted that I had canceled my line in Vredenburg. They still owe me money prepaid from my last move.
It took me 6 (SIX) MONTHS to get my internet speed fixed.
This move (Olifantshoek 2018), I Electronically logged 2 requests in June / July to have my line [protected] moved on Aug 15 2018.
After repeated calls, I was told:
1) Telkom was looking for parts in the warehouse
2) They still were looking for me in vredenburg
3) They had to install a line in the new house in olifantshoek (Which already had a line)
4) Then they claim there is a copper fault on the line. (I checked with the last tenant the line was fine 2 weeks ago. Also the people downstream had service so there was no fault)
5) Then i was given an ESCALATION number 112404 & promised a resolution in 48 hrs.
6) 1 week later & many calls, the technician says there is a problem in the area. They are busy with it.
7) Now TELgaan PROMISE to move the line 5 Sept. (How the hell can I believe you) 3 MONTHS after my initial request.

Today on [protected], after repeated calls, multiple hangups by TelGaan operators at unhelpdesk, I have to admit that this company must go bankrupt. The ONLY service they provide is the computer voice saying "we have turned the cell phone industry on its head" & "We provide service". LIES ALL LIES is the only service.

I upgraded my line to 40mb/s vdsl line unlimited home package from 10mb/s uncapped line on the 10213 call in centre. A day after that was done my line was upgraded, but no router send to me.
I was told that the representative did not load it I ask for and the router to be send to me. Where I now was already 2 days with no service ( internet or landline ). The I was handed by a friendly openserve tech a router so tha I can at least have some sort of a service.
I yet again phoened 10213 from my cellphone where I spend in access of 3 x 30min waiting to be helped.
Finely I was helped again by the friendly tech that fixed my land line so I can at least use the landline to phone and enquirer about the where my router is, and why the delay?
This morning I woke up by the lack of service as I found out my line was suspended why I do not no.
I paid for my last month and agreed that I will pay the pro rata difference in for the difference of migrating to the new service as this I was told to do by the sales preson first time I contacted them.
So now yet again I have no SERVICE for why I do not know Telkom never struggled with me of paying my service ever.
I phoned yet again 10210 and the billing department agreed with me I'am not at fault, but I have wait 1 - 8 hours for the suspension to be lifted.
I found this to be unprofessional and have to wait again to hear when my router will b shipped to me.
This is the worst service ever!
As I'am disabled person and depend on the internet service to work as whell as to earn my income as I'am unable to leaf my home, I have to wait fro my wife to shuttle me around and she has to work as well and in Sandton of all place.
I wil there're for report the matter to ICASA and whom ever I can get to help me.

I have paid as well so there no finger to point to me.
But still have no router as said I will receive inactive line and stranded NO SERVICE.
When phoning in they actually don't care if paid or not, you where told to wait and wait you shell.
They will leave you stranded as long as that they feel like and stuff you.
The unwillingness of providing a service what you pay for

Good day,

I am an extremely annoyed client.
A new Telkom telephone was dropped off at my home last week.
No assistance was given to the old ladies at home, as to how to set up this new device.
They merely advised that all you do, is charge it...no mention that the current landline will be cut...
I have been trying since last week, calling the 10210 then 10213 numbers and being told by sales, that technical should assist, and then vice versa...
that was 5 long calls alone, to establish who can assist in activating the sim card so that the land line is up and running...
Then called 10213 on Saturday morning, when a consultant said that the systems are offline, again...call back in 2 hours...
Called back, voicemail, to say that i am now calling out of operating hours...
called yesterday, same story, systems are offline...
Called this morning at 9.45, consultant needed an ID number...
Called back 3 minutes later, a different consultant advised that the sytems are offline since 9am?

Please advise me what is factual and what is [censored]...
Every consultant has different advice...a different story...
Trying to get a hold of a manager, is like waiting for lighting to strike you...
Once a consultant puts you through to a manager, the phone gets cut off conveniently...

The consultant advised that her managers names are (at least i have that), but unknowing whether its an actual name, are Thando Mantakana and Nikiwe Zwane...

So yes, i currently have no landline, nobody to assist, but need to pay for this pathetic service...

Good day,

I am very unhappy with how long it has taken Telkom to resolve a general fault in my area.

Secondly, I had to make a number of phone calls to obtain clarity around the problem, and then I had to make 3 additional calls to speak to a Supervisor (incurring more cots).

How embarrassing is this - I had to make 3 calls to speak to a Complaint's Department Supervisor, and I am not even convinced that it was a supervisor as he was so shocked when I explained my dilemma...

Then when I wanted to cancel my service - I was told to send an email ... as if 3 phone calls weren't enough...

I just want to say thank you to P.Juju that was to BUSY to take my call and who then also doesn't allow his staff members to go to other Supervisors when he is to busy... great way to deal unhappy customers... and to the rest of the Supervisors who were conveniently in a meeting from 8:00 - 10:00 a big thank you for your none service, because that is what we pay for as customers.

I honestly don't know where the Manager of the area was - as the agent ignored my request when I asked to speak to the Manager ... the response I received was like a broken record that just repeated the same sentence over and over again as if I didn't hear or didn't understand.

Please feel free to listen to my calls and see how my time and money was wasted! How bad it is when you don't listen to your customers and when your processes are more important then your customer service.

In short, I guess a little feedback from the technician could have avoided this, and a quick chat to the Supervisor could have gone a long way, possibly save the relationship ... but I guess that is just to much to ask for.

I will be cancelling my service soon.

Regards,
Chantel

I am writing to you to raise an issue about:

The issue that I have experienced was: We had a adsl account with a 10 meg speed line where after fiber was installed and we asked to transfer the adsl to fiber on the same contract on the 10 meg line. They incorrectly installed fiber on the 100 meg speed line. We only noticed this on the first account received in November 2017. We phoned telkom immediately to rectify this problem where we were promised it will be sorted. Up until now August 2018 the problem has not been rectify every time we phone we are told the complaint will be escalated but all that happens is an increased bill every month we are also being billed for internet that has been stopped by telkom. We are not at fault on this account and are desperately looking for somebody to assist us in this matter.

It occurred on: 30/11/2017

We would greatly appreciate it if telkom can rectify this account and reconnect the internet

I look forward to your prompt response on this matter. I would like to keep a complete record of my case, so please reply back via this email account.

I needed to change my banking details rather suddenly and have been trying to contact Telkom for the past month to inform them of the new account number that needs to be debited, but it is impossible to get someone to take my calls. I have called the call centre several times, at different times during the day, and every single time, every single agent was busy. I held on the line for 10-15 minutes at a time, paying for the call as the Telkom sim card is in a router and cannot be used to make calls. I found out 2 weeks later that the call centre was experiencing difficulties, but this was never mentioned anywhere and I was wasting my time hanging on the line.

I then used the contact form on the website and finally someone responded to me after a few days. I sent through my details and every time it took at least two days to get a response. Eventually it was confirmed that my banking details would be updated...for September! I informed them that it needed to be for August, and now the only response I get is that it has been referred. I requested the contact details of a manager to escalate this to, I was only provided an email address, and it does not accept emails. They also keep asking me to call the call centre, yet they never answer calls. I finally did get through this morning, but the system is offline and they can't do anything, or phone me back. So then what is the point of having a contact centre?

I am beyond frustrated and fed up, and for trying to get Telkom to take my money this month! The service is absolutely appalling

No response on an order placed
Id supplied
I have now phoned everyday this week.
I have paid my deposit.
I have sent four e-mails.
I have requested a call back on your online facility.
No response

How will I get my money back?

What do I need to do to get feedback from anyone.

This trail of correspondence will be kept as proof of the poor service so far and sent to the powers to be. Believe me.

I bought 2.4gig which I couldn't see when I check my balance, I log a call I was told its 200mb monthly but when I buy it, it does not state that, which I asked them to reverse it, they said they can't, I truily believe that was false advertising it's not my fault, telkom doesn't provide us with all details of a product, they sold me wrong information, I would like them to rectify this as I truly believe it is not my fault, which is not the 1st time call centre failed to solve my issue.

As per Telkom request we submitted the paperwork for cancellation of service on the 3rd of April 2018 with final payment to [protected]@telkom.co.za. To date we have had no confirmation or any correspondence from Telkom in any form yet we still get monthly invoices. We have messaged via [protected]@telkom.co.za on the 10th of July 2018 and again on the 17th of August 2018.

I requested a Telkom line cancellation on 18 May 2018 and have had no correspondence from Telkom since.

My number: [protected]
My cancellation reference number: 8081474

I have phoned multiple times with no result yet I continue to receive my bill every month.

I refuse to pay these bills I have requested the cancellation months ago.

I need this line cancelled.

Adél Strydom

Good day

On the 29 July 2018, I bought airtime to the amount of R100 * 2 through my Capitec banking App. I did not receive to this day. Capitec says it went through from their side but I did not receive it. My number is [protected].

Below is a message I got from Capitec.

Capitec: Your airtime purchases were successful from our end. Please contact the network provider to investigate further and check if there are any (1/2)
additional VAS services loaded to your MSISDN. Kind regards Incident: [protected] Info [protected]
(2/2)
And I have also attached a part of my bank statement where it shows the transactions.

Regards

In October 2016 I took out a Telkom mobile contract for my son. The deal is R299 for an iPhone 5 with 1GB.

Then on 27th of July 2017 I took out another mobile contract with Telkom. The deal was R1066 for a package that includes one iPhone 6, one iPhone 7, with one FreeMe 1GB.

On 15 May 2018 a Telkom sales consultant called me to tell me that two of the three numbers on my account uses more than the allocated 1 GB a month and he suggested that I bump it up to 2 GB each a month for an extra charge of R50 per number per month, which I then agreed upon.

However on the 7th of June 2018 I received an invoice for R12 842, 58. When I received the invoice via e-mail I immediately called Telkom to tell them there is a major mistake on my invoice and they should amend it and send a new one. On the invoice it stated: Device obligation / carryover for R11 802, 57. This means that I should pay what I owe on the devices in one payment, but I took out a contract to pay the devices off over two years.

Also the sales person I spoke to on the 15th of May bumped up my data to 5 GB, which I never agreed upon, for a charge of R305/month. He never bumped up the 1 GB to 2 GB on the other number he referred to in our telephone conversation.

I called numerous times in the month of June to get Telkom to rectify the invoice before the end of June, before the debit order would go off from my bank account. They never did. After the amount was taken from my account I called again to say that I was going to reverse the payment, as I do not have that sort of cash to pay for something I did not order. I then asked my bank to reverse the funds. After that I called again to tell Telkom that I did this and they must please send the correct invoice for me to make a payment, as I do not want my phone to be blocked. I also asked the person I spoke to at the call center if I should just pay an amount that will cover my usual bill, so that I don't get cut off, she said not to do this, they will send me the amended invoice, and I can pay that. I am still waiting for Telkom to send me the amended invoice for the correct amount.

At the end of July all three numbers on my account has been blocked.

I have called many time, I went into the Telkom store at Canal Walk, I have e-mailed Telkom, I spoke to someone in an online Telkom chat room, I have posted on their Facebook page. I even wrote a letter to Hello Peter.

This morning I woke up to see that Telkom has taken two payments from me. One for R2 500, and one do for R13 045, 61, a total of R15 545, 61. They still have not rectify their mistake on their side and the drama continues. What should I do? Do I reverse this payment again? They've taken the money, but the phones are still blocked, how does this work?

Account no: [protected] - Geraldine Clayton
May 2017 Telkom phoned me to sell a promotional deal to me whereby we get 10G day and 10G night data for 2 years at R199.00 only. I paid that up to May 2018 until i got an invoice due for end of June 2018 for R687.94. According to the billing department i used a spent limit of R500 that was allocated to me. I have never been aware of a spent limit, only an sms that i am out of bundle.
I was unaware of a R500 spent limit as for a full year i did not have a spent limit other thatn the deal i signed up for. Since July to date Telkom has debitted numerous unauthorised amounts from my Absa account which i have reversed. Telkom has now added further charges for the reversal as well, but failed to resolve my query which is one of many other customers having the same.
I have logged cases for the following no. [protected] and even posted on Helopeter whereby Telkom just say they will get back to me, but to no avail. I cannot afford to pay more than R199.00 per month and noone in the Billing department is able to see reason in my query or stop the debit order to my banking account.

I Derick Muller have a home adsl system with telkom. I have moved from Mahikeng north-west to Kroonstad Free state and asked for the fixed line to be moved to Kroonstad and installed at the new address. 1st i waited almost a moth for installation to take place there after I waited for a credit note for the period off time after witch it got resolved. Now i received a invoice off R1728.94 stating i bought some device i don't even have knowledge off and when i phoned it was said that it was for installation. When I moved i asked if installation was free they said yes and that it is included to my contract! My line was suspended due the fact that there was amounts on it witch I had no knowledge off and I refuse to pay for that. Can some one please assist me with this matter? And the fact that the amount is only due by end of August and line was suspended on the 15/08/2018 is unacceptable! I want this issue resolved ASAP!

Is now been three days I'm unable to make or receive calls even recharging, I use my Telkom for running my small business day to day incoming and out going calls. Now no business and I'm unable to communicate with my clients, should I change to a network that can meet my needs?. How does a network company go out of service for this long... I'm really disappointed on you guys very disappointed.