Telkom SA SOC
Reviews and Complaints

I sent through cancellation letter on 24 April 2017. Called in on 10 may 2017 and my request was not even looked at. Called in today and retention department does not take calls today. My internet service is intermittent slow and unresponsive. The day I started on the package I am on now it was recommended to me in the manner it is now. After months of complaining about slow and unresponsive internet they tell me that the line and gap speed is not the same and that is causing the problem. Now my problem is how is it that after months of complaining they only realize the problem now. Second how does sales consultants at call centers advise client on packages if the packages are wrong. I have been paying for my account for so long without complaining but I am not getting the service I am paying for. Telkom is also not reimbursing me for the slow or bad service. I need assistance like in today. I think Telkom has wasted enough of my time, money and patience.

In April I changed my bank details and went into the branch in Richards Bay to make sure that they cancelled the debit order for my old bank and gave them the new bank details. They assured me all was in order but that I would need to do an EFT payment for the end of April which I did for the amount of R499.01 which is my monthly premium. On the 14th May 2017 Telkom deducted R838.65 from my bank account because they said I had not paid and they added R339.64 as penalty fees for the debit order bouncing. I have been into the branch 3 times and they cannot help, I have spoken to the call center and eventually was helped by Diven who has tried to get the money refunded to me, but there has been no correspondence at all back from the accounts dept. I also tried to get my bank to reverse the debit order but we were not successful in doing this either. This is unacceptable and I would like Telkom to refund this amount with immediate effect. This is also not the first time that this has happened that they have double deducted but in those cases I was refunded within 24 hours.

In November 2016 I took up Telkom 2 Gig Day & 10Gig Data Package which I was expecting to pay a flat fee of R99 (R107.50 including CLI Presentation) over 24 months. What is happening is that I'm billed different figures which are way exorbitant ( eg. R607.50, R458.16, R607.47) I've logged calls to query this matter (Ref. [protected] & [protected]) of which they were closed without any communication from Telkom about their resolutions. My billing acount number is [protected]. I've decided to stop paying this account, up until someone gives attention to my query and get a satisfactory resolution.

My outstanding invoice amount was R1436.90 on the 25 April 2017 on my mobile account [protected]. I made an EFT of R1437.00 on the 25th April 2017. On the 03rd May 2017 Telkom closed my line completely. After calling them they said the didn't receive the payment. I forwarded them the proof of payment and have been calling them for the past three weeks with no success. My phone is still closed and yet it's almost a month since I made the payment. This was a massive inconvenience and I lost income as well from my business.

Telkom account no [protected]. Financial account no [protected].in november 2016 I was contacted by mobile talk with regards to a contract which included a huawei b315 router + 50gb data @ r699.00 p/m. While on the line the consultant, vanessa, confirmed router speed in my area at 21mbps. I received the router late november but to my disappointment it did not work. I contacted the telkom call centre in december and were informed that there were no service in my area. Telkom said they would arrange for a technician to see if there is anything we can do like installing boosters. The technician only came to see me in january 2017. He said he will write a report as there were no service in my area - not 2g 3g or 4g. The router had to be returned and I could expect a call from a telkom agent within the next 5 working days and a full refund. I never received a call and it became my responsibility to phone once a week and demand that the router get collected and returned to mobile talk as the debit order went off my account every month. I wanted to stop the debit order at my bank but was informed by mildred from telkom that if the line got blocked due to non payment they would not be able to cancel the line. She also promised a full refund so I do not have to worry about the money being debited from my account. I eventually got mobile talk to collect the router 16/02/2017 (Rw17273691). Mobile talk confirmed receipt although telkom only acknowledged receipt 16/03/2017. Phone calls regarding cancellation of my contract and refund of money debited from my bank account were made 27/03/2017, 29/03/2017, 06/04/2017, 10/04/2017, 18/04/2017, 04/05/2017, 11/05/2017 and 22/05/2017 each and every time I could not be assisted as the query had to be escalated or a case had to be opened and I were unable to speak to the person handling my case as "there were no phones in the back offices". Each and every time I was promised that they would get back to me with feedback which never happened. My contract were cancelled in april 2017 and my account debited with r950 termination penalty. This is totally unacceptable as I were suppose to receive a full refund and not being penalized for a mistake telkom/mobile talk made. On 11/05 I spoke to a consultant named happiness who put her manager on the line, tebogo. He confirmed that I have a credit of r1649 on my account but could not give answers as to why I was not credited with the full amount of r3948 (R943 - 16/12/2016, r699 - 17/01/2017, r699 - 25/02/2017, r699 - 15/03/2017, r908 - 19/04/2017) as promised. He also confirmed that normally in my situation telkom did not charge a termination penalty he promised to get back to me that same afternoon with answers or at the latest the following day. I have not heard from telkom ever since. I phoned them today again and another case were opened case no [protected].
I want answers and I want my full refund as promised.

We have been charged for a ADSL line with data since 2012. When a fault came in on our telephone line we queried the line fault just to hear we also had ADSL. We never applied for such a line or data and told Telkom this.

Since November 2016 we have had this dispute going on. We have been trying to resolve this matter but to avail no help is being offered only excuses every time and new reference numbers.

We are fed up with this and need this matter to be sorted out as soon as possible. This is a Telkom problem not ours.

I got a Huawei media pad 10 inch on contract at Telkom The Glen Mall store on the 2nd of March 2016. The media pad was supposed to have a cover but it didn't and I was told that the covers were out of stock and I will be called as soon as they got them, two months down the line I haven't received any call
I have been to the shop about ten times to ask/check but I keep getting the same answer, that the covers haven't arrived

I am so f... gatvol of telkom amd pathetic in competent staff and service. On 9 May 2017 we had our uncapped adsl line installed apparently our order has not been closed by whichever back office person and to this dat we don't have a uncapped line. One of the agents that assisted me gave me a 20G data so that we have data until order is close. This data is up and I have been following up with telkom everyday a few times a day trying to get someone who know what the hell they doing to sort out our line to uncapped as it should be. I even spoke to supervisors. I get empty promises that within 24 hours or 48 hours everything will be done and correct. What the ### must I do to get this ### sorted. Now I want to cancel my contract and apparently that takes 30 days if they can't even ###en fix my line how the ### will they cancelled my contract. They will.probably ###en bill me for something I don't have.

Good Day,

I am writing on behalf of my son JS Devaraj, initially signed a contract for and ADSL line with Telkom on in the beginning of April 2017, he was advised to R700.00 which was done on the 24th April 2017. Since then we have had to follow up all the time with the booking date, the tech was supposed to have come out on the 12th May 17, no one pitched, a contractor comes through on the 15/05/17 with no appointment confirmed and advised us that the cables are damaged and Telkom has to send some one else out, as of today 19/05/2017 no one has called or came out- This is really ridiculous that we have to follow up- Ref: ID Nos [protected]

I joined debtsafe last year October, I entered telkom as one of my creditors and the review was accepted by telkom advising to convert my number to prepaid as contract was being cancelled prematurely because debt is being paid off by debtsafe, telkom received the request to convert my number but up until today I am still waiting on my number, this number is being used for job purposes and everything is registered using this number my life is on hold yet telkom is receiving their money as per agreement . No one is taking ownership at all below is my recent interaction with telkom and I'm still not assisted
Roxanne Diegaardt (RL)

Apr 24 (3 days ago)

to me

Good Day Yolisa.

Hope this mail finds you well.

Regards

Roxanne Diegaardt
Customer Service

Contact us on: 081180

http://www.telkom.co.za/Emailers/Business/2014_Telkom_Top_to_Top_Engagement/logo...⇄ />
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This e-mail is subject to the Telkom SA SOC Ltd electronic communication legal notice,
available at : http://www.telkom.co.za/TelkomEMailLegalNotice.PDF
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Yolisa Jakavula

AttachmentsApr 24 (3 days ago)

to Nadia, yvette, Roxanne
Hello Roxanne

Please find attached Acceptance from telkom and payment plan
please also find screen shot of payment now can I please get my number unsuspended
Inline image 1
2 Attachments
Yolisa Jakavula Apr 25 (2 days ago)
Hello Roxanne any update on this ?
Yolisa Jakavula

10:36 AM (21 hours ago)

to Roxanne
Hello Roxanne its over 48 hours now and yet i have no update coming from Telkom or you if I don't have an update by close of business today I will be taking this further and the focus will be with your dishonesty.

Response on this was :
Official business reply:

Good day Yolisa,

We have logged and sent your query to our Collections Team for further assistance, k feedback will follow.

Your reference number is [protected].

We apologize for any inconvenience caused.

Regards,

Busi

Telkom Social Media Team

it has been 3 weeks now nothing has been done about this

I dont know what to do know i need this to be actioned as soon as possible .

In March I changed Banks so on phoned in the call centre to change my details in which the agent did not save my details in their system so in April I had to go pay manually which was fine and sorted then comes May and exactly the same ### all over again which I was told to go pay or my lines will be cancelled . I went and payed my bill then I was later in the month double debited and had the R200 bouncing account fines added on to all off this in the two months from the call centres screw ups so instead of my bill being normal R760 a month this month has gone to R2400 which is ### and soon going to throw all my devices into a telkom store and tell the whole of Johannesburg what a ### service telkom provides I have never dealt with such crap in my life ... and never choosing telkom again
If this is not taken lightly im going to have to cause a scene
🖕8ta

A higher level manager needs to call me now... Or I will be Taking you guys to court ref number 160670837A... Telkom account number [protected] for Mr. ZAIN HUSSAIN

I've had it with telkom lies and deceit... I will not tolerate your agents and supervisors speaking to me as if I am trash...

I demand that I be called by higher management or I will be Taking you to my lawyers...

My account was in arrears I then made a call to make an arrangement to pay it off. As always it took forever to get any response from Telkom advising if the arrangement was accepted, was told after numerous calls that it will take about 21 days for the case to be resolved. Them opening a case for me was of no use as I eventually paid up the outstanding balance. One of my device's got disconnected, and I wanted it to get activated as soon as possible I then called in to confirm if I can make a payment so that my number can work or will a debit order go off as per arrangement. I was told that I can make the payment into their account of which I did and to my surprise later on in the evening a debit order went off for the outstanding amount. My in arrears account was then paid for twice, I then called in a couple of times to arrange for a refund but I was told that my debit order payment had not reflected the only payment reflecting is the one I made to them directly. The matter was escalated by one of the consultants and was told I will receive some sort of communication when my payment clears and as usual nothing was said to me. I made numerous calls and then eventually I was told that my payment cleared and yet again I still had to fight to get my refund. It's almost a week now and I was told it will take 72 hours for the case to be resolved but nothing has happened. I called AGAIN today to follow up on the status of my refund, Hlengiwe Khumalo advised that she will refer back to the consultant who opened the case to investigate further, I asked if they will call and inform me about the status of my query, she then advised that they will revert back to me seeing that the day has not yet ended, it's now 21:30 nothing has reflected into my account I told her that I need the money ASAP, this is a matter of urgency, your prompt response will highly be appreciated in this regard and I expect my money to reflect by tomorrow.

My ADSL has not worked for months. A Telkom representative has come twice and draped the line through the trees and made a hole in my wooden window to get the cable into the house. In both instances the service has been active for a few hours at most. It is a mess and completely ineffective.

I respectfully ask Telkom to credit the invoice (as I have not used this service), collect the rooter and pay to repair the window.

THIS IS OUTRAGEOUS to say the least! The job is a mess, I would be embarrassed to have a supplier carry out such a bad job, and then to add insult to injury they send me an account! I have sent many emails through the website but have had no feedback only an invoice.

I await you URGENT feedback

Venessa Lees

Cancelled my Softcap service from telkom in January 2017 to move to Afrihost but kept voice line with Telkom. I followed the procedure of mailing the service email and received the form which I then downloaded and completed ( as instructed by telkom consultant) and sent back to the email address provided. My line was then pooled and moved over to afrihost before end of January 2017. Yet Telkom still billing me for softcap and everytime I call in to ask for correct bill a dispute is logged but still I receive the incorrect bill. I called in again start May for correct bill but was told to pay the full amount and rest will be credited. I asked for correct bill as it's been 3 months incorrect. Now telkom wants to charge interest for not paying my (incorrect) bill and my line was cut! So I once again called in to ask what was going on and the consultant in billing department said my softcap wasn't cancelled and that I should call sales to cancel it. So I once again held the line for 15min and explained my story to the consultant. The consultant then explained the method which I SHOULD have followed to cancel softcap. I told him this is exactly what I did. He then check my account and confirmed I was telling the truth...and said I had to call billing department to unsuspend the line in order for sales to cancel the softcap (again?) So I called to billing department again and waited another 15min before the call was dropped. What can I do to solve this problem? How can I stop Telkom from billing me unfairly?

To whom it may concern.

Good day,

Please refer to reference no: 786ctk180417.
Phone number: [protected].
Address: 86 wildevy ave, protea park, rustenburg.
Account holder: d. R. L. Frost.

I reported a broken/damaged telkom cable almost a month ago.
I have since made 6 phone calls to the number 10210, each time I get the same response that I have
Reported the cable damage and that a technician will phone me on my cell phone when they are in the area,
To date I have not received one phone call from anybody. I have even reported that I have seen exactly
The position of the damaged cable but even this does not seem to make it any easier for telkom to respond.
I am sure there are probably other users in the nearby area who are experiencing the same problem.
This is exceptionally poor service from telkom – in the meantime I am still paying for the telkom line which I cannot use,
But if I should slip just one payment telkom would be very quick to terminate my service.

Can someone please take this mail seriously and try to do something to repair the damaged cable asap.

ADSL order issued October 2016, Order ref: [protected]

We moved our airfreight facility to a new location in Plumbago Business Park - Kempton Park, Johannesburg in December 2016 and have now been waiting for 6 full months for the mere installation of a PRI and ADSL line to take place.

Fibre for PRI was only installed last week with the ADSL line installation still pending.
We have been receiving numerous excuses along the way for cause of the delays such as;

- Internal processes that aren’t efficient;
- Funding Approval;
- Limited existing infrastructure;
- Outsourcing all tasks to sub-contractors;
- Latest one being a procurement delay on obtaining copper.

I would like my telkom line [protected] to be cancelled as I move and do not live there anymore. I completed the Service Cancellation form and faxed it to [protected] on the 18/01/2017 - no response. Emailed the form on the following dates: 22/03/2017 and 08/05/2017 and 13/05/2017, but got no response from them - no sms, nothing. I tried to phone 10210 and was put on hold for 48 minutes.
Kindly look into this matter urgently as I am being charged for this line, although I cancelled it for the first time on the 18/01/2017.

Thank you very much,

Ingrid Emilie Eggers
ID: [protected]

Good day

Toward the end of April, I submitted an online pre-order for the Samsung Galaxy S8. On 28 April, an agent called me to complete the application. He advised that the turnaround time for processing the application is 5-7 working days and that someone would be in contact with me. On 4 May, an amount of R629 was debited from my account. Due to the fact that I had insufficient funds, the debit order was returned and I was charged R150 by my bank. No mention was made of this during my application. On 9 May, I called the sales department to request the debit order to be rerun, which was done on 11 May. However, to date I have received no other feedback regarding my order. Today (16 May) I contacted 10213 and after holding on for 1 hour, with no response, I ended the call. I have also tried accessing the website but it seems to be down as well.

I would like to request a response regarding my order, as well as a refund for my bank charges of R150 for the unauthorised debit order.

Kind regards
Alison du Preez

I had my contract for about 6 months and decided I needed more data. Went in store (worse then a visit to a dentist) and managed to upgrade my contract, As per T&Cs it should have been free as you can migrate contract to a more expensive one free of charge but a downwards migration incurs a penalty. Lo and behold my invoice arrives the next month and I have been charged a penalty fee by Telkom. When I query it I am told that it is a migration penalty. Lose the will to live after arguing endlessly with someone who came across as about interested in working for Telkom as I am about visiting aforementioned Dentist. I gave up. The next month yet another penalty. Query this and I am told that it is a device penalty for receiving a new device. I try and explain to the call handler that I did not receive a second device my contract was merely a migration to get more data. NOTHING! I went into store to complain and yet again nothing. Months passed and every month the same thing complaint after complaint and nothing resolved. I then applied to cancel my contract, The consultant phoned me eventually and I went through the whole procedure. I asked if there was any penalties and was told then monthly penalty was because my contract had been terminated when I applied for my migration and I had been put on a pay monthly deal. I asked if there were any further penalties. At the beginning of May I then receive a bill for early cancellation. I query it and have asked for the recordings as the agent lied to me. This has been going on with the only feedback received on a daily basis of "we are looking into it". Telkom then happily take the money out of my account despite the query. all I want is a refund and to be rid of this incompetent organisation, with its poorly trained and inept staff.