Telkom SA SOC
Reviews and Complaints

Good day, I am fed up with telkoms delayed service and refusal to cancel my landline. I sent in my cancellation form in february, spoke to various consultants regarding an escalations process and nothing has been done. I recently received another bill which I refuse to pay seeing that I have not once used this service. I suggest telkom and whoever else is in charge, get it together. I refuse to be undermined as a customer and I refuse to pay a cent towards this account. Please kindly consult with your staff regarding my account and see correspondence. I trust this issue will be resolved very soon. Thank you!

I have been trying to cancel my telkom line since the 27th march 2018 due to me moving to a farm where there is no coverage. I cancelled online via the telkom website as was advised and uploaded my supporting documents. 1 month later I called to follow up and nothing had been done. Once again I emailed through my form, id and screenshots of the reference numbers I received from telkom on the 27th march. Another month later and still nothing has been done. Being told by the accounts supervisor that her hands are tied and it will be escalated to the cancellation department but I am not allowed to speak to them as there is no number! I have now received a bill to pay for internet usage in may after trying to cancel since march! Absolutely disgusted by this!

Good day, I sent a form to ([protected]@telkom.co.za) to cancel the adsl on the 15 november 2017 of which I received confirmation at the end of november that it had been cancelled, but it still being billed on the statement. I queried again on the 29 jan 2018 and I was advised to send the cancellation form to [protected]@telkom.co.za which I did. Still I got no joy and on the 16 feb I had to resend the cancellation form again and a lady by the name of lebo on your facebook page confirmed that the form was received and the cancellation was processed. A dispute was also logged the 16/02/2016 ref [protected]. I have since received no feed about my dispute and when I spoke to an agent this morning they say that the adsl line has not been cancelled. At the moment my landline has been cut and im highly frustrated because no one can help me.

Good day since 17th may 2018 my line has been now
The fault was reported and I received a reference number 12cpk170518
The technicians came to site to inspect the equipment and found no fault on the complex but the lines outside in the box are faulty

I have called in 5 times with an escalation number 1111479 and still nothing only the pathetic generic sms stating it is being looked at

So telkom how do I go about receiving credit on my account for not using my allocated data?
Your service centre / call line 10210 tell me a different story and excuse every time I call in

Your service levels are pathetic for a new customer who is not even in month two on my account

Very disappointing telkom

I am most irate as I have spoken to Telkom Customer Service Department and explained the following on a number of occasions.

I applied for a telephone service on the 3.5.2018. The telephone has never been installed... I have just received the third account for a telephone I do not have!

I have therefore cancelled my application and definitely do not want any
further dealings with this hopelessly inefficient entity.

The reference number I was given is 22855626K I have advised a member of staff at Telkom named Faith that I do not intend to pay this account and demand immediate cancellation.

Good day

Kindly note that I purchased my Samsung Galaxy S9 Plus on the 15 April 2018. As per Web site, Advertising catalog and even on TV, it was stated that when you buy a Samsung S9 plus that you qualify for R500 worth of free samsung original accessories until the 31 May 2018.

The Telkom store at the Midlands Mall had very limited samsung accessories and the consultant told me that I can come back when they have more accessories because I have until the 31 May to get the accessories.

When I went to the store today, I was informed by the Manager, Sne, that I cannot get any samsung accessory. They now informed me that the only item I can get is a samsung cover ONLY which is R1150, which means I need to add R650.

My complaint is that this is not what is stated on the website, nor the catalogue when I purchased it nor on the samsung voucher on the box.

My questions is that do you falsely advertise to customers to get the contract and then change your minds later.

This is sooooo unethical.

The Promotional was for ANY ORIGINAL SAMSUNG ACCESSORY NOT SAMSUNG ORIGINAL COVER.

Thank you.

Regards

Chamela Naicker

I am a very irate customer at this moment having experienced exceptionally poor service from Telkom.

I currently have a data contract with Telkom which I pay R99 for. This contract will come to an end in July 2018 therefore I probably have this contract for about 22 months now. Never have I exceeded my usage or had to pay in any extra.in March I was billed R560. I called in and queried this and was told it was due to me exceeding my usage. Prior to this if I ever reached my limit, the device would not allow any usage and would cut off automatically. I have not changed anything with regards to this account since taking up this service with Telkom.

On the 13th of April, I was assisted by Thabang Matap. She did not log a call for me and did not give me a reference number but promised me a call back from her team leader Granny Malinga. I did not receive any call. I called in on the 23rd of April and was assisted by Rizwaan who logged a dispute for me. - Case No : [protected]. I was told that this would take 72 working hours to resolve. I should have then had feedback by the 08th of May. On the 10th of May, I called through again and spoke to Nombuhle and was told I will get feedback by COB on Friday, the 11th of May but no one called me. I then called back on the 15th of May and spoke to Sihle Masuba and he promised his team leader, Sibusiso Mapululo will get back to me and they never did. I then called through on the 21st of May and spoke to Vuyiswa and her name leader Lungelo Zikali was supposed to return my call by COB on the 21st of May but in true Telkom style - NO ONE has called me! I then sent an email to Thembilihle Phungo, a supposed team leader on the 22nd of May and to date I am still awaiting feedback. I called through today (28th of May at 14.35) and spoke to Mbali Kabinde who told me ALL management is in meetings including Thembilihle Phungo.

I would urgently like feedback on this query and I would like to cancel this contract which is now up for renewal. I am disgusted by the lack of professionalism and customer service from Telkom and its staff!

I made a mistake of porting my number that I have been using since 1999 from mtn to telkom mobile. At the end of the contract I requested to be moved from contract to prepaid and an [censored] by the name of simphiwe nkithe from retensions decided to cancell my number. I have requesting telkom to recycle my number and its been 2 weeks it has not been done. I need my number back my life depends on it. I have raised numerous complaints not body has actioned this.

I requested my service for [protected] to be cancelled on 15th Feb 2018. This has still not been actioned by Telkom, despite numerous calls, mails and follow up requests. Telkom Customer Service has repeatedly advised me that the issue has been escalated and will be addressed but the service is still active and incuring costs. My credit rating is now being adversely effected.

Good Morning, On the 3rd of April I requested for my account to be cancelled as I have moved. After several calls my account has still not been cancelled. I have left feedback, sent emails, called and no one is assisting me. Now the account is up for payment but I have requested cancellation. I cannot keep paying for a service that I am no longer using.

To whom it may concern,

2 months ago my adsl line was suspended due to me not paying the account as I was away on business and completely forgot about it. I paid it as soon as I got back and my line was reconnected.

I then paid my account last month without knowing of any reconnection fees that were added to my bill, I don't normally read my statements so I take responsibility for that.

On Wednesday 23/05/2018 I received an sms from you saying my account balance is R1578.88 and is due on 04/06/2018. I went back to check my statements and only then did I realise that a reconnection fee was attached to my bill and I effectively paid less than what was due.

I went into Checkers and paid the full amount due the next day, 24th May 2018, which I assumed was fine as the due date for the payment was the 4th of June 2018. Got home with everything still connected however my line was suspended again late yesterday evening.

My gripe is that I now need to pay a reconnection fee again. I paid the account due in full yesterday, long before the due date you gave me (04/06/2018) and I paid the account last month. Albeit I didn't pay the full amount due last month, I still paid. Suspending the line on the 24th of this month, a day after you sent me an sms and long before the due date you gave me in the sms and in my May statement (below) is exploitive as I now need to pay a reconnection fee again.

I'm fine with waiting a few days for the payment to reflect before my line is reconnected but I'm requesting that the reconnection fee be waved as the amount was paid in full before the due date.

I look forward to hearing from you.

Regards,
Damian

To whom it may concern,

My account number with Telkom is [protected]

I upgraded my Telkom LTE account from a 200GB plan to a 400GB plan on on January 15 2018 and I was assisted by a sales agent by the name of Kabelo. Kabelo told me that my account would be cancelled and he gave me a new sim and router for the new account and told me that I would pay an extra R50 on the new account as I am terminating my account early as the existing account was taken out in Jan 2017. However Kabelo did not send in the cancellation for the account as he forgot to do this and I had to go back to the Rosebank store for the cancellation to be submitted which was done on 01/02/2018. Reference number [protected].

The account however was only cancelled in May Reference number [protected] and normally a cancellation takes 15 to 20 days.

I had to make numerous trips to the Rosebank store and make numerous phone calls to the Telkom call centre to find out what was happening with my cancellation.

Since March I was double billed:-

The months where I have been double billed are as follows:-

05/03/2018 R2, 725.84
05/04/2018 R2, 088.00
05/05/2018 R2, 088.00

In February Last year I was not debited last year so I know I owed R999

The March amount should have been R1, 145.79 plus R999 for the amount that was due in Feb 2017 which comes to R2, 144.79 so there is a credit outstanding of R581.05
For April I should have been debited R1, 145.79 so I should be credited for an amount of R942.21
For May I should have been debited R1, 145.79 so I should be credited for an amount of R942.21

My Total Credit with Telkom should be R2465.47

I can not see how I owe Telkom R 3, 395.96 when I have a credit of R2465.47 and that there can be a balance brought forward of R4, 176.00

I then spoke to Miralda on 24/05/2018 ref [protected] who told me that I would not be credited as I cancelled my contract early and that I need to go back to the Rosebank Store. This was not mentioned to me when I took out / upgraded my contract.

Because of this experience with Telkom it is very unlikely that I will take out another contract with Telkom or recommend any one to use Telkom's products as their after service is shocking to say least where they do not care about their customers.

I would appreciate it if Telkom could get back to me as soon as possible and credit what is due to me.

Regards,
Lee Isaacson

I Hlamalane Violet Mhlanga.ID number [protected].Opened a telkom mobile contract with Telkom a few years ago i think it was in 2014 and I didn't finish paying it off.My outstanding balance was R2500 and it still shows that amount on my credit report.However I just requested a paid up letter from Telkom and it says my outstanding balance is now R5200, I don't understand how because on my credit report it shows that the balance is R2500

Good Day

A voice line was installed at home on 10 May 2018. Since then the line cannot be activate because the technician have not complete his paper work. The number we received from customer care is 013 245 1001. I call customer care every day and then it is the same, I have to wait 24 hours for activation. I also got hold of the supervisor's number in Middelburg (013 249 6514/5) but the do not answer their phone.

Innes van der Berg
[protected]

I bought a telkom world call voucher (pin: [protected]) on the 22 may 2018, 13:04:22 at prinshof motors tel:[protected] in pretoria and tried to use it but I could not I called your service client on the 23 may 2018 around 11 am after a long conversation with the lady I find out that the service does not work anymore if so why you guys still allow the product to be sell to customers?
Please guys money does not grow on trees and be professional as you claim to be on your ads and stop supplying cancel services to shops and garages and take poor customers money for free. And put competent agent on line to help your clients correctly. Not only the online lady customer care could not explain to me correctly why the world call service was cancel. She told me for refund I should go to the garage and ask for my money and explain to them that your world call voucher service was no more operative as if I was one of your employee to do so!

Hi,

(Attachments not included in this thread due to personal information shown)

I have been fighting for few weeks now about charges that have been placed on my bill that are incorrect. When I deal with Telkom (with the exception of one lady, Rasegons at escalations) have been rude, implied I am lying or do not understand their own billing system.

I have probably had over 5 disputes regarding the same issue.

Time Line of events

1. Thursday, 19 April 2018 at 11:18 am I took the 10mb ADSL line via call centre. We do not have access to Fibre hence ADSL. Please see screen shot attached.

2. Saturday, 21 April 2018 at around lunch time, the technician came and installed the ADSL line. We began using the internet that evening.

3. Friday, 4 May 2018 at around 15:00 pm the internet was cut off.

4. Friday, 4 May I called escalations and was advised that I had not paid my bill since March. The lady was adamant that she could see usage and eventually she put the phone down on me.

*I would also like to note that I had not received a bill yet. Common knowledge will tell you that, according to your systems the billing is done every 12th or 14th day hence no bill. F G said she can see the invoices have been sent and then sent me the attached invoices which were wrong.

5. Dispute after dispute. I was then contacted by Rasegons at escalations who then said that I had a 24 month contract that I needed to cancel for my old address 347 Vista.
* I never had a contract with Telkom as they could not install due to no slim box.
* Telkom then installed a slimbox and my partner took out a contract with Axxess. See bills attached. I NEVER took out a contract with Telkom.
* We cancelled with Axxess via their website as advised and that was that. We paid our one month notice with them as we had moved.

Update as of 23 May 2018, I have been advised that this query of the 24 month contract has been sorted and credited.

6. I receive my invoice on 14 May 2018 for an amount of R3916.05. My bill should be R818.00 inclusive.

* There are 9 reconnection fees and 3 restore from suspension fees. I HAVE ONLY HAD IT SINCE THE 21 APRIL 2018 so how can I have these charges!
* There is also a fibre line fee. We do not run through Fibre, just ADSL.

7. 23 May 2018 I receive an sms stating that I owe R3 916.05. I called in and spoke to Faith and she just could not help me except give me the number of a gentleman (will not name) on [protected]. He does not answer his phone.

I have NO IDEA where to go from here except the Ombudsman because you are charging me fraudulent fees based on inaccuracies at the highest level.

I just want to pay for the service that was sold to me on the 19th of April which should be R818.00 inc. That is the service I am using. ADSL 10mg Line uncapped

I don't understand why you constantly want to try and prove me wrong, if I say its incorrect, then its incorrect. I cannot hide what I am using so why fight with me and cause me so much stress and anxiety.

It's a week later and no one can tell me when or exactly why my internet is down. I have a 4gig line in its second month and it's been down a week. My modem and equipment was checked. No fault. The technicians keep telling me it's the Telkom lines outside but it's not getting fixed? Telkom SA: Dear Customer, Fault 12CRK170518 has been created. Telkom will endeavor to resolve the problem ASAP. Please refer to the Telkom app for further information regarding your fault. I keep getting sms but no resolution?

Hi I purchased thru ny bank R140.00 / 2gig data on the 25 April and Received a case number and after many 72 hour waiting times and almost a month I have still not received ny data that I have purchased last month... I emailed my bank statement prooving that the fees went off via my bank... I am fed up and getting nowhere and the call center has forwarded my case to their managers and technical people... yet no feed back... I am disapointed as I have never expierienced this before and a month and still not comming right to receive what I paid for is poor customer surface and I hope some one who is caring enough will send my plea on to the correct people so that my case can be solved please...

My contact number for more info and case number will be given once you contact me...[protected]
Kind Regards
Theresa

Attention : Sipho,
It is with regret that I have had to raise this issue with you. But it seems the customer is not No1 priority for Telkom:

https://businesstech.co.za/news/telecommunications/74830/customer-is-priority-number-one-two-and-three-telkom-ceo/
https://www.iol.co.za/dailynews/why-telkom-customers-are-fed-up-14968858
https://www.hellopeter.com/telkom/reviews/worst-service-in-the-history-of-customer-service-1-2302927

Please see history of my issue attached and the current mail trail that I have been dealing with Msidisi on.

Msidisi,

Can I please have your manager's name and contact number? I am sorry but you are wasting my time. You told me your manager asked you to be in charge and be on top of these disputes, and all I have from you is 1 sms, sent on 2/5 and 1 email on the 16th, With no feedback! I can't even call you to follow up (Not that I should) because I don't have your telephone number, How ironic.

This is unacceptable, and an absolute disgrace.

I received an sms yesterday

: Your case no [protected] is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries.

1. How is this resolved? Nobody called me, you didn't call me? Please explain what is the outcome of this resolution? Was my account credited? And for what period was my account credited and what was the amount?
I have just called the Technical Support centre and they have told me the line is fine. Call reference:[protected]
I spoke with someone called Sipele, who told me her manager Thinasonke Maphalala will phone me back as soon as she is off her call, that was at 8:30pm, it is now 10 :24 pm
This is the problem : It will be fine yesterday and today it will be slow again, then tomorrow it will be fine and next day down to 1mbps download again, the situation is untenable. What is done about my line utilization graphs I requested over a month ago? (See attached)
I requested line utilization graphs from when the line was installed, around December 16th to now, to see what the line utilization was like, not internet usage graphs (I have access to that), line utilization graphs. so I can apply for a credit on my account. But do you think anyone in Telkom has sent that to me as yet?
More importantly aside from the credit, what is being done about the issue? Is it being fixed,? Can someone tell me what the problem is? Are there alternatives? Do I need to keep having this fight every time I run into this problem, do I need to apply for a credit?

I received another sms yesterday ;

Your case no [protected] is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries
2. How is this resolved? Nobody called me, you didn't call me? Please explain what is the outcome of this resolution? Was my account credited? And for what period was my account credited and what was the amount?

I received another sms yesterday:
Your case no [protected] is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries

3. How is this resolved? Nobody called me, you didn't call me? Please explain what is the outcome of this resolution? Was my account credited? And for what period was my account credited and what was the amount?

Regards,
Tim Lukin

From: Lukin, Tim
Sent: Wednesday, May 16, 2018 3:25 PM
To: Msindisi Krawe (A)
Cc: [protected]@telkom.co.za; Renee Lukin ; [protected]@telkomsa.net; Lukin, Tim
Subject: RE: Telkom Disputes

Msidisi,

If I don't have a response by you by the end of business tomorrow, I will escalate this.

Regards,
Tim Lukin

From: Msindisi Krawe (A) [mailto:[protected]@telkom.co.za]
Sent: Wednesday, May 16, 2018 2:01 PM
To: Lukin, Tim
Subject: RE: Telkom Disputes

Good Day Mr TIM,

Apologies for the late response, I will follow up with dispute section and provide you with feedback.

Kind regards
Msindisi

From: Lukin, Tim [mailto:Tim. [protected]@aciworldwide.com]
Sent: 16 May 2018 09:53 AM
To: Msindisi Krawe (A)
Cc: [protected]@gmail.com; ISP Support - TelkomSA.net; Renee Lukin; 10210
Subject: RE: Telkom Disputes

Just confirming still no call from you or anyone else at Telkom.

https://www.iol.co.za/dailynews/why-telkom-customers-are-fed-up-14968858

Regards,
Tim Lukin

From: Lukin, Tim
Sent: Monday, May 14, 2018 11:47 AM
To: 'Msindisi Krawe (A)'
Cc: '[protected]@gmail.com' ; '[protected]@telkomsa.net' ; 'Renee Lukin' ; '[protected]@telkom.co.za' ; Lukin, Tim
Subject: RE: Telkom Disputes

Hi Msindisi,

It has been almost a week, and you have not bothered to call me or respond to my emails. This is not acceptable. I'd like your supervisor's contact name, number and email address.
Failing which I will be taking this to the media and the Ombudsman for telecommunications Service Providers.

Regards,
Tim Lukin

From: Lukin, Tim
Sent: Tuesday, May 08, 2018 8:36 AM
To: 'Msindisi Krawe (A)'
Cc: '[protected]@gmail.com' ; '[protected]@telkomsa.net' ; 'Renee Lukin' ; '[protected]@telkom.co.za'
Subject: RE: Telkom Disputes

Hi Misindisi,

Please call me on [protected], my service is back down again what is going on? Please see my download speed today, I need to work from home, This is a 4mbps line and I am getting this kind of download?

Regards,
Tim Lukin

From: Lukin, Tim
Sent: Saturday, May 05, 2018 6:18 AM
To: 'Msindisi Krawe (A)'
Cc: '[protected]@gmail.com' ; '[protected]@telkomsa.net' ; 'Renee Lukin' ; '[protected]@telkom.co.za' ; Lukin, Tim
Subject: RE: Telkom Disputes

Thank you.

What is being done about the ADSL Line/Internet, we cant be having this problem now for over a year, I want Telkom to provide an alternative solution at no additional cost to us. We can't be having to call in to the office every 3-4 weeks asking for you to check our speed, then you check our ports and re synch the ports, then you tell us there is a problem at the exchange. This has been going on for far too long. From what I understand the exchange is over subscribed and there is no solution?

What about putting in Fibre as an alternative?

Regards,
Tim Lukin

From: Msindisi Krawe (A) [mailto:[protected]@telkom.co.za]
Sent: Friday, May 04, 2018 4:21 PM
To: Lukin, Tim
Subject: RE: Telkom Disputes

Good day Mr Tim,

Im still wating for disputes to be resloved, see below

[protected] - Dispute Installation Charges
[protected] - Dispute for Internet
[protected] - Dispute for Adsl line.

Kind regards
Msindisi

LTE service was cancelled and upgraded to ADSL in November 2017. Since then the LTe service debit order has been going off mothly. Various enquiries and complaints without resolution. We want our money refunded and debit order cancelled!
Further to this, due to vat increase the ADSL installment has increased. Telkom was given permission to increase the debit order April 2018 already. They failed to action on their side several times now and as a result our internet has been swithed off twice now due to their negligence.