Telkom SA SOC
Reviews and Complaints

Is this how Telkom operates: Charles was the technician and came to my house. He did the connections however when asked how to set up further he refused to.assist further and.suggested " get in touch with the tv people" after he left I cudnt operate my tv, my.dvd player...preventing me from having to watch dvd movies. He installed the adsl line but didnt help with regards to my smart tv password which was not even accepted which meant I had to reset the password and that also didnt work. [protected]@4. Contact on the 10210 number - no help either. Absolutely poor service. No product knowledge to me the customer. He just installed and.left me.with no further assistance. This levs.me.with no choice.but to repudiate any contractual agreement with telkom since.I am now.paying.for an adsl line instead.of a fibre connection.

On the 01-04 i went on the Telkom website because I needed an uncapped LTE connection plan that my family and I could use. While on the website I searched for my address to see which offers I could qualify for. It was confirmed that my area was covered for LTE and the Smart broadband Uncapped Wireless deal was displayed on the same page.
Below the offer there was a "order now" tab, i followed the process and completed my order online. I received an SMS stating that somebody would contact me within 48 hours and two days later i got an SMS confirming that the application had been approved during the pre-vetting stages. On the 25-04 i followed up on the order only to be told that I do not qualify as I am not near a Telkom tower, this was not stated online. I was also told that i did not bid for the deal which is nonsense as there was no mention of a bid online. On the website i was told that the person who was to contact me would just confirm that i want to proceed with the order and then have it delivered and installed in 5 working days. I have not received anything, please get back to me as i am not happy about this!
As you can see from the attached screenshots my area does have LTE and the website would not allow me to order the product if an areal search proved otherwise. I would like the deal to be honoured as i did everything right

Good day. Please supply feedback on the installation requested in beginning March? Ref [protected]

This Messenger msg was sent to Telkom on the 2/04/2017. 2 weeks before above message I again tried to get feedback on the progress and was even given the following reference number AI2735867.

What I'm having difficulty is that no-one can give me any feedback relating to where we are in the process, how long it will take and who I can talk to.

I questioning how serious Telkom is about customer service, if they cannot even look after a prospective client...

Kindly inform me how long will it still take to sort out?

Jeandre van Schalkwyk
[protected]

I have placed an order on the 21st January 2017 for Hauwei P9 lite from Telkom mobile 10213, which was never delivered to me, they deducted from my account R199. I have called Telkom since February cancelling and requesting my refund which I haven't got anywhere. please assist me, I am really tired of being put from pillar to post. can I just have my money back, please!

I am incredibly angry.
For years we had an ADSL line which worked perfectly. Then in December 2016 we started having problems connecting to the internet. Technicians came out and told us the line was faulty and could not be repaired. So I proceeded to joiun up to LTE on number [protected]
I purchased 50GB prepaid data for R 1799.00 in the latter part of January 2017
At the beginning of April 2017 I received a message that I was OUT OF BUNDLE
That is absolutely ludicrous as I only use the internet for emails, banking and an occasional Facebook update.
You have robbed me blind. I want you to prove to me that I managed to use 50GB of data in 2 months.
I have no children and it is only my husband and myself using my computer. He uses it almost never as he has his own internet in his office which is on the same property.
I have no reason to use it extensively as I have an unlimited contract on my personal cellphone

Four days ago my adsl line was connected and the agent Johannes Makhanya who came to instal it told me it was active when he left. The 4mbp line was not active as whe. I tried connecting the connection was poor
I called the technical department at telkom and dealt with Brendon who told me the speed of my line was 300kb/s which means that I need to call the sales department to get my line active. I called them the next day (25 April) and i was told to call back on the 26th as lines are activated within 48hrs and they cannot help me. Today, 28 April i called the sales department at 8am and dealt with Nthasi Thabana and the call lasted 28minutes in which she first pulled the wrong information and called me Jennifer and told me i had a soft cap line, i gave her my Id number again and she pulled and only then verified my credentials. She told me that my order was stuck and she has to send it to IT department and she does not know how long it will take for them to activate my line. I asked for her supervisor and she told me the supervisor is not available and she does not know when they will be available. I asked for a reference number and she told me that they as a department do not have reference number which does not make any sense as I will not be able to follow up correctly on the progress of what she said she would do! This is highly frustrating as Im the one who will still be liable to pay for a full month when Telkom has not delivered an active line and that will not be considered! I need this fixed urgently!

I have an ongoing issue from October 2016

Account no [protected]
Service ref [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.jpg

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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.

line down down due to burnt cable for the above time period and i have probably called your call center about 15 times .
Consultant says it is being escalated or we are waiting for the cable.
I asked for the supervisor today and was given the same excuse.

This is just poor service with the supervisor not being helpful.
She then wants me to rate Telkom and in simple words a disaster.

My I'd no . [protected]
Line . [protected]
Line at my medical practice [protected]
Mobile [protected] or [protected]
Email. [protected]@gmail.com

It is about time someone from Telkom takes accountability and responds to me.

We have applies for a adsl line simce 1 April 2017... Every day we need to contact telkom to follow up.on our order... Weve been told the line wasbstolen and needs to be replaced... A technician from meyerton contacted us on the 20th o inform us telkom is lying the cable has not yet been connected... We then on the 24th met with the tech at a shop and he informed us the cable has now been installed and connected and he is waiting for the order from telkom...we contacted telkom again on the 25th where we were informed that they are sill busy wirh the cables... And we need to wait for sms from telkom...on the 25th again we walked into the technician Wessl who said the cable is in all is in orser and he is still waiting for the call centre for the order...we are running 2 bisiness from home and this far we cannot do business as its all online based... Telkom yet again informed us we need to contact the 10210 nr which we did and were told to contact 10213 again... After this they told us to contact 10210 they will assist ...and now this is going on...this must be the worst service ever from telkom as no one can even give us the correct contact details to solve our issue... We are on the 25th time 13:47 and yet again telkom tells us that it is still with the cabling devision and refuse to give us any contact details... We would like to know from telkom when will this issue be resolved it is nearly month end and we need to pay debts ...is telkom going to cover our debts etc for this month due to lack of servic... We wont even rate telkoms services at all... So please telkom my nr is [protected] maritza van wyk... Please contact us asap ... Were really getting upset with the services from telkom... Everytime we get a date for installation no one pitches or every consultant has a different story but the technician is even willing to show and proof thay the cable has been installed...were based in henley on klip near meyerton...

It is unacceptable that reconnection takes 14 working days. How do I go about to do this faster. I am self employed and will never choose the 1st of a month to have a debit order go through my account but they keep putting it through on the 1st and when I paid it in full this month on the 4th they charged a R105 fee for the debit order that did not go through which I did not know about and now they suspended the line for that R105. How can I get the line reconnected faster after paying the R105 without having to speak to people that can not do anything about it? I need assistance in this matter or I will cancel all contracts and take it over to another provider.

We have been handed over to a collections company MDB by Telkom. I have tried my utmost explain and have send the detail as below to both Telkom and MDB. Neither of them could give a damn. I am being bombarded with threatening emails on a daily, yes daily basis, still no one bothers to look at the state of the account:

I’m going to try my best to make sense of the matter

• Invoice dd 04 November 2016 R714.90
This invoice charges in advance 04/Nov – 03 Dec fixed usages;

Telephone line R165. 79
DSL Faster R262.28
Forward Call’ R 4.39
Home Uncapped R250.88
Total R683.34

Our Lines were stolen 17/11/2017 and same was reported on that day Ref 175CRK171116

So there should be a credit for this invoices for days that we were without the line being from 17/11/2016 – 04/12/2016 = 18 days

This invoice was however paid in full

• Invoice dd 04 December 2016 R842.95
This invoice charges in advance 04/Dec – 03 January 2017 fixed usages;

Telephone line R165. 79
DSL Faster R262.28
Forward Call’ R 4.39
Home Uncapped R250.88
Total R683.34

We were still without lines
This invoice should be credited in full

• Invoice dd 08 January2017 R 598.48
This invoice charges in advance 04/01 – 03 Februar 2017 fixed usages

Telphone Line R165.79
DSL Faster R262.28
Forward Call R4.39
Home Uncapped R250.88
Total R683.34

Still without lines
This invoice should have been credited in full

• Two credit notes passed R432.46 & R518.95. for which dates are these credits? They don’t amount to any of the debits? Perhaps you get better joy from them, they do not assist me.
• Their records should also reflect numerous requests and follow ups
• In conclusion I think Telkom owe me.

I was not contacted by Telkom as to the acceptance of the route and I would like the line removed - this part of the roof of my house is considered as a deck and the line restricts the use of my roof - in addition it creates a hazard for anyone on the roof for whatever reason. neighbour's address is 89 church street prince albert western cape outh africa

Last week I put a bad review on for telkom on Hellopeter due to bad service - nothing has been done about it and I have received no response - only message that says they are aware of my complaint etc but no follow-ups, feedback or anything.

Eventually I got help and placed an order online. I was not given a reference number but received an sms as confirmation that my order was received. I was contacted on friday by two agents - my details were confirmed and I was informed numerous times that calls are recorded and that my order number will be sent to me. the second agent said that i should receive an order number by 15:00 friday afternoon. Today (Monday) I contacted them again online and updated them and asked them to check for me the status of my application and the order number. after a long wait, they informed me that they cannot pick up an order on my id number - in other words - my entire order that was placed and all my info was lost - I need to start again all over. They also now say that landline rental has gone up to R199 per month. I informed them that they should go pull the recording, that I was told it's R189.00 per month and that when i applied, the website also said R189.00 per month. now all of a sudden they changed the website to R199.00 per month. The rule of thumb is that the customer pays the price on the shelf - in this case there is a voice recording to prove it - they don't care. The whole chat is below:

You are currently being assisted by Nokukhanya Mbesa

11:32:57 AM) Nokukhanya> Thank you for contacting Telkom Residential FixedLine Sales/Billing, you are chatting to Nokukhanya, how may I assist you?
11:33:17 AM) (u'Samantha Nell', )> I applied for a telkom landline installation last week.
11:33:30 AM) (u'Samantha Nell', )> the next day I got a call and they confirmed my details.
11:33:55 AM) (u'Samantha Nell', )> They said on friday I will receive an order number but I still haven't received anything.
11:34:24 AM) (u'Samantha Nell', )> Could you possibly check what the current status is of my application and if there has been an order number released?
11:34:45 AM) Nokukhanya> Please verify your ID number.
11:34:54 AM) (u'Samantha Nell', )> [protected]
11:35:15 AM) Nokukhanya> Thank you.
11:36:33 AM) (u'Samantha Nell', )> Thank you for assisting me.
11:37:50 AM) (u'Samantha Nell', )> are you able to retrieve any information?
11:38:07 AM) Nokukhanya> Please remain on the chat while I still check for you.
11:38:08 AM) (u'Samantha Nell', )> I was unfortunately not given a reference number after applying online.
11:38:16 AM) (u'Samantha Nell', )> alright, thank you
11:44:16 AMNokukhanya: There is no order placed under your id number as yet on the system.
11:44:30 AM You: that is strange ...
11:44:47 AM You: how can we go about in having it done?
11:48:20 AMNokukhanya: What was the order for?
11:49:24 AM You: a Telkom Landline to be installed. A lady called me from number [protected] at 11:00 on friday and then a little later a man phoned from [protected] to my husbands phone.
11:50:08 AM You: I will be using the lines to be installed for internet usage through afrihost and there have never been any lines installed at my home.
11:50:34 AM You: the lady whom I spoke to confirmed all my details and then explained the terms and conditions to me.
11:51:00 AM You: she said all calls are recorded so surely the call can be pulled in order to verify everything...
11:53:14 AMNokukhanya: On our side we are not able to pull out recording.
11:53:28 AMNokukhanya: However I can place the order for you.
11:53:51 AM You: Ok but does this mean that I need to do everything from scratch again?
11:54:19 AM You: It doesn't make sense how all my information and my order that I placed on Thursday online has just been lost
11:54:29 AMNokukhanya: Was the order for a standard landline rental at R199.00 pm with once off installation fee of R727.95 once off after installation. Yes you will need to do everything from scratch.
11:54:51 AM You: Yes it was for that. they however said R189 per month.
11:55:33 AMNokukhanya: Online orders are placed and handled by a different department and we can only see the order on our side once they have placed the order. No landline rental has gone up to R199.00pm
11:55:57 AM You: I am really appauled that my entire order and everything has just been lost. I have lost 2 working days now, .
11:56:48 AM You: Thats a problem to me as I was informed on recording that it's R189.00 per month. and the internet said R189.00. You are aware that I can detest this as false information has been given to me?
11:59:51 AMNokukhanya: On my side i wont be able to speak on the behalf of other agents but can only advice you of the process and the charges for the landline rental.
12:00:07 PM You: The rule of thumb is that the price on the shelf is the price the customer pays, if this is a problem then I will just consult a lawyer regarding the advertised price.
12:00:30 PM You: Im surely not going to be done in.
12:00:51 PM You: but anyway, can we please get this done asap as I cannot lose anymore time, it is very urgent.
12:04:03 PMNokukhanya: Please log onto the link as the website does state that landline rental is R199.00pm
12:04:08 PMNokukhanya: https://secure.telkom.co.za/today/shop/home/plans
12:04:54 PM You: Yes today but I applied Last week thursday, it showed R189 plus on a recording which telkom can go and pull I was informed that it will be R189.00. I will consult my lawyer and they will request telkom to draw the recording.
12:05:24 PM You: You can also add the communication that I will consult a lawyer and telkom will be liable for lawyer costs for misleading me.
12:06:12 PM You: I have an sms that I received after I applied as written proof that i applied on Thursday.
12:08:17 PM You: but neverless, I will consult my lawyer, as well as hellopeter and the facebook page and take this matter further regarding the price that was given to me. I just want to get this application and order processed because I cannot waste anymore time and days on this.

The entire chat then just all of a sudden closed after the agent asked me if i want to place the order or contact my lawyer first. I now had to reconnect AGAIN and ONCE AGAIN wait almost an hour to speak to somebody AGAIN and have to AGAIN explain everything AGAIN from the beginning.

I am so shocked that Telkom treats people like this and that they just don't give a damn! I truly hope that one of these days somebody will open a company that does the same as what telkom does, I am sure everybody will move just to get better service and then telkom is in deep trouble.

I am also quite sure that absolutely nothing will be done about my complaint here which will just fuel my case against telkom in court - so carry on with this Telkom - you are making things worse for yourselves.

We have an ADSL line in Knysna [protected]) to which a free Telkom Integrated Data SIM card was linked in early 2016. Up until 01 April 2017 Telkom allowed its customers to use the SIM card towards their ADSL data allowance (in our case 100 GB) without limitation.
From 01 April customers are only allowed a total of 2 GB/month mobile data towards the fixed line allowance, everything over and above needs to be topped up and paid for.
We arrived in Cape Town on 20 April and topped up with 10GB for R499 as we are dependent on Internet access and new the 2GB woud be depleted soon. We paid with a Std Bank Master Card and the amount reflects as a debit in our statement. However, instead of showing the 10GB purchased in our usage profile it reflects as 0.01 GB, which means that Telkom allocated (probably by mistake or typing error) 100 mb for the R499 we paid instead of the 10 GB.
I have subsequently tried to get help, having to talk/chat/e-mail our way through 12 Telkom agents, who all bar one told us it was some other departments problem, not theirs, so I got bounced back from sales to mobile to ADSL and no-one could help. I have been busy trying to resolve this from 8.00 am to 12.00 without getting any further.
Only one person on 21 April in the sales department spoke to a superior and said someone would come back to me on the day, which never happened. They gave me a reference number 2033637.
We desperately need to have internet accesss and our free allocation of 2GB is running out fast, while we never got the 10 GB we paid for.
Can you help please?
Many thanks.
Sincerely,
Claudia Richards (account holder)
ID [protected]
Fairmile Drive, Thesen Islands, Knysna

My telkom line is now down for 28 days being phoning every 2 day for information but don't get any results. My line number is [protected] what can I do to get this line fixed.

The fault has being logged since 25 March 2017 and telkom ref number is as follows 402CRK250317. I tried to add home number in the required field but can not do it as mentioned above private home number is +[protected].

Good Day

I would like to submit my complaint regarding the debit order on our Telkom mobile account. The bank account we use is not an active account so we will specifically deposit money into it close to the end of the month when our debit order is scheduled to come off - which is the last working day of the month.

I see in both January and Februay 2017 attempts were made on dates earlier than scheduled, resulting in bounced debits due to insufficient funds available at that time.

In February the debit went off successfully on the 27 February. Then a second debit for the SAME amount was attempted on the 1 March which was rejected. Then a THIRD attempt for the same amount PLUS debit order rejection fee was made on 15th March. This resulted in me receiving a daily SMS stating that my account was in arrears - 10 consecutive days - 10 SMS's. I took the matter up, emailed my bank statements through highlighting areas of complaint and clearly showing where the Feb debit was successful. The matter was handed over to a nameless someone on the 28th March and TO THIS DATE - no one has phoned me to discuss or resolve the matter. Despite numerous telephone calls by me to your call centre! This has of course resulted in my end of March debit order bouncing due to Telkom attempting to take off a higher amount than they should have. Seriously! What a [censor] up.

Your call centre staff can only repeat the same scripted information to me and try to placate me that the matter is being attended to. I have spoken to a supervisor who was able to understand my dilemma and said he would speak to whomever was handling my case and get back to me... but guess what...NOTHING. Oh, I forgot to mention that three days ago my service was suspended. I am furious at the absolute LACK of communication and incompetence in attending to this matter. On a scale of 0-10 you are currently sitting at a big fat ZERO and would I recommend Telkom to anyone? NO.

I purchased the above in September 2016 via a call centre agent (Order: MT-[protected]-1). Everything arrived and in working order. In October 2016 I received a call from Mohamed Sohail informing me that they had a new special running on the 10GB Peak + 5GB Night Surfer product. It was cheaper than what I was paying on the one I had and it gave more GB so I accepted (Order: MT-[protected]-1). The agent then said that all I needed to do was just cancel the old contract when the new device arrived and that I did not need to return the old device (I still have it in the original box). I did as instructed by emailing my cancellation form in. I then went overseas only to find out upon my return in January that I had been billed for both products. I phoned the call centre who firstly put me through to various people and was eventually told that I needed to go into a Telkom shop to have the issue sorted out. I then did this (Somerset West Mall Branch). No one there could help me but they said they would get someone to contact me, which they did and they said they would have it sorted out in no time. Another month passed and I was billed again and again and again for two products, of which one I only used for one month. I have made numerous calls only to be told that someone will deal with it, when I lost my temper and insisted on speaking to a manager I was told no one was available but Aphiwe (not sure on the spelling) would contact me, which they did not. I even received a phony email address to which I was requested to email to follow up my query with [protected]@telkom.co.za I am sick and tired of making these phone calls and no one gets back to me or helps. I received another double bill yesterday. Case numbers are [protected] / [protected].

Good day
I have an account with Telkom Mobile, comprising of 2 cell phones and a router.
Since December 2016 Telkom I have been experiencing problems with regards to billing. Its either they deduct funds on the wrong date or deduct an incorrect amount; then later threaten me with blacklisting and suspending my line. E.g., they would deduct on the day before I get paid.

In March 2016, instead of deducting R1805, 26 they only took R799, 00. I called them to rectify this and the call centre agent told me that the balance of R1006, 26 will be added to the April bill.
I then stayed with that knowledge that in April my bill will be R1006, 26 extra, and indeed on the 13th April 2017 an amount of R2939.68 was deducted from my account (which included the R1006, 26) from March.
To my surprise yesterday (20/04/2017) my line was disconnected without any prior notification, and when I called Telkom I was told that it was due to non-payment.
I request some assistance in resolving this issue and getting my line operational again.

Kind regards
Telkom reference number: [protected]
Thabo Letsoalo
[protected]@gmail.com
[protected] / [protected] / [protected]

I was debited R836.96 in November and December 2016 when I enquired about this I was told of calls been made from the ism card of the modem I have no calls were made from that ism card I had case [protected] and when I spoke to a representative at talcum I was advised that I need not pay for January and February 2017 because I was in credit and only to pay an amount of R174.01 end March 2017 but they decided to debit R511.00 was debit from my bank account which I had reversed back now they suspended my service and wants me to pay R849.91 this is really crazy I had no problems but since November 2016 I have been experiencing this problem with Telkom.