Telkom SA SOC
reviews and complaints

Today on the 13 July 2017 I received my telkom billing account and notice that my number is fraudulently used to phone a 016 nr, I applied for a telkom line to convert it to an ADSL line through Afrihost, I don't even have a telephone and I do not know this number, I have tried to call the number but there is no answer, a cell nr was also phoned from my telkom line and the lady was quite surprised when I phoned her to find out who phoned her from this number I have phoned Samkplisiwe today at 12.10 and I have logged a dispute on my account. The reason for my complaint is that I need an urgent answer to what is happening to my account.

I am also very disappointed in Telkom to convert my line since 9 June this is unacceptable

End march 2017 I upgraded my Telkom Close caller Weekend Plan to the Telkom Anytime Plan

After the change of plan took place i noticed an additional fee on my Bill called the Close call Catcher, which i was under the impression was my previous plan an when asked the call centre agent i was told that they are not sure why there is the Telkom Anytime as well as the Close call Catcher on my account and that they will remove it, I then received a call from a consultant in Telkom advising that it will be removed.Thereafter on a monthly basis i have been checking my bill and notice that the Close call Catcher fee of R8.64 is still be billed this is now in July. I called the Telkom Call Centre on the 13 July 2017 and was transfered from Billing, to Sales department to remove the service now and also back date if from when i logged this call. I was then told by the sales department that the Service department can only remove service and i was then transferred back to sales to be told that the systems are down, when asked to speak to a Supervisor or manager in charge i was told that they all in a meeting and cannot take my call.I was then told to call back, my response was that i also work and would like someone to call me back and was told that i need to call back since they are not sure when someone can call back.The consultant(Phiwe Nzuzu(sales Durban)) was very rude and just stayed quiet in the line when ask to escalate.

Good day, I logged a fault last Thursday, when I called in Saturday for an update, they apologized saying it hasn't actually been allocated yet.
When I called on Monday they jokingly told me the technician allocated to the fault has too much work and it will be fixed by today lunchtime. Guess what, it's not.
Whe I called today they asked me what the technician said the problem was and I said I have no clue as no one has called me yet and that there is no avenue to escalate the problem as they can't speak directly to the technician or that department.
What the heck guys, this is terrible service, you going to pay my data costs in the meantime?

I have attempted since 5 June 2017 to apply for a special promotion offered by Telkom and was assured installation will occur 20 June 2017. When enquiring on 21 June 2017 I was told that the product was not available in my area. Upon discussion with the consultant I changed my order for a 4MB line to a 2MB line. Installation date was confirmed for 7 July 2017. I enquired 11 July 2017 about progress and was informed that a 2MB line was not available either.

Today, 12 July 2017, I enquired again and was informed that my order was placed on hold until infrastructure could be put in place. Throughout this process I stressed to each agent I spoke to how important it was to have my service in place for business purposes. I was told this morning that it will take a further 2 weeks to move my existing service from my previous address to my new address (both in the same town). My problem with this process is the following:

I never received an update regarding my order
I never received advice on what is available in my area
I have paid my Telkom bill for a period during which service was not available.

Details copied from https://apps.telkom.co.za/eportal/eFulfilment/myOrders are reflected below.

Date Status Order Reference Description Service Id
2017-07-03 Checking stock in our warehouse☺ 166260701A Main Component - ECDSL [protected] MORE DETAILS
2017-06-21 Enjoy your new Telkom service☺ 165402295A Main Component - ECDSL MORE DETAILS
2017-06-06 ☹ 164460104A MORE DETAILS
2017-06-05 Enjoy your new Telkom service☺ 164356164A Main Component - ECDSL [protected] MORE DETAILS
2015-10-26 Enjoy your new Telkom service☺ 130613610A Main Component - ECDSL [protected] MORE DETAILS
2015-10-26 Enjoy your new Telkom service☺ 130613545A Main Component - TIAllAccess TIN1713919 MORE DETAILS
2015-10-26 Enjoy your new Telkom service☺ 130514699A Main Component - ECDSL [protected] MORE DETAILS
2015-10-26 Enjoy your new Telkom service☺ 130514674A Main Component - TIAllAccess TIN1713919 MORE DETAILS
2014-02-26 Enjoy your new Telkom service☺ 95131776A Main Component - TIAllAccess TIN1713919 MORE DETAILS
2014-02-26 Enjoy your new Telkom service☺ 95131732A Main Component - ECDSL [protected] MORE DETAILS

Good day

Re: cancellation of [protected] ([protected])

I cancelled these services/number on the 9 may 2016. you guys sent me a confirmation of receipt of that cancellation.

Now:

I am still being charged by you guys for the above number. (now standing at r2128.12)

I have settled the cancellation etc. when I requested the cancellation.

I don't even live at the address 31 louisa street, stutterheim for more than a year now.

There are new people in that house. if they have been using that line I am not liable as I have cancelled that line and it should have been cut off.

I am awaiting your response
Thank you
Louisa

[protected]
[protected]@gmail.com

My father is a Telkom Pensioner - part of his Retirement package was a Telkom phone, as I understand it he could have taken a cash value for the service or kept the service - which he did for connectivity.

6 months ago Telkom decided to discontinue the line and offer an alternate service (sim utilising handheld unit of some sort) for 6 months my elderly parents have sat without any form of communication that they are familiar with - with continued messages from Telkom saying that we will be contacted soon with the replacement information

I have personally taken time to go in and request the unit from the East London Vincent Park Center office, and endless hours on the phone talking to helpline, or in this case unhelpful line operators. one Bongiwe Madonci being the latest in a string of non helpful persons.

My father had a stroke, about a month ago, thank god I was around, with no means of them using the home number, and an "aged's" understanding of cell phones - the attack could have been fatal. how many people are Telkom screwing like this!

everytime I ask for help technical refers me to sales, sales then throws me back to technical. is this just a poorly functioning service department or is it a Telkom sanctioned practice to screw the elderly out of owed services.

is there no loyalty to past workers or is the bottom line - make money and milk the saps

canceled my Telkom contract in August of 2015. I then changed my e-mail address and never received a bill from them for two years. They never phoned me with regards to the outstanding amounts. In January of this year, I did a credit check on myself to ensure recent debts that I paid have been settled. There was an amount of R1542 owing to Telkom. On the 27th of January, I phoned Telkom with regards to this matter. They gave me a phone number relating to the contract that did not even belong to me. I have never used another number as the number they gave me with my original contract was migrated to my current service provider. They then told me to send a cancellation form to their cancellation department. ( I still have not received feedback. I send the form on the 27th of January 2017. It has thus been 6 months). They told me that they would open a case. I still have not received any feedback from them and when I phone them, they tell me that they have no new feedback regarding the case. I never signed a legal document with regards to this contract and they could not provide me with a contract.

I would like for this contract to be cancelled and for the amount owing to Telkom to be written off by them.

We have been experiencing technical problems with our Adsl line since 6/6/2017 .

The line problem has been persistent for more than a month. We have not had a stable line and now our line is completely dead! After numerous reference numbers we have no line at all!

Our busines is taking alot of strain as it relies on Internet. And now that the line is dead, we are at a stand still. I have requested for a technician and the call center supervisor to call me back as the call center could not assist me with the problem.

Your attention to this matter will be Highly Appreciated, we are disappointed with the service

We would appreciate someone from the technican managers to contact us ASAP URGENTLY

Referance numbers -
168CRK060617
690CRK060617
578CRK080617
825CRK030717
861CRK030717
376CRK100717

In September 2016 i used Telkom's Showmax promotion to sign up for the (R99.00) free data promotion. at the time I was not aware that you ALSO had to create a Showmax Account also for R99.00.

So after using the Telkom link and inputting the Telkom voucher into the Showmax website, I was on line.
In February I decided to cancel the subscription and after many call I spoke to someone on the phone who cancelled the 99.00 Add on bundle. My accounts from March onwards shows that Telkom is no longer debiting me the R99.00
I then started receiving demands from the lawyers to say that my account was over due. After many calls I received a number of statements of a copy tax invoice which was marked as follows below.

Telkom SA SOC Ltd. Registered office: 61 Oak Avenue, Centurion, 0157. Company Registration No 1991/005476/30. VAT No [protected]

However I noticed that there was double billing every month, two different accounts

Description Service/No Period Cost

Showmax V500000025699 04 Jan 17 - 03 Feb 17 R86.84
Showmax V500000025799 04 Jan 17 - 03 Feb 17 R86.84
___________________________________________________________________________________________________________________

While applying for a homeloan, my credit history showed a black mark . SO today i spent hours and many conversations to get the following statement from a telkom Representative

From: Siphokazi ...@telkom.co.za]
Sent: Monday, 10 July 2017 2:25 PM
To: Peter Dreyer
Subject: RE: Peter Dreyer Showmax.pdf

Good day Mr Dreyer

I hope this communique finds you well

Kindly find the email as confirmation that your account is up-to-date

As far as showmax is concerned, it was succesfully cancelled and you do not have outstanding charges that you must pay

I sincerely apologise for any inconveniences caused

Regards
Siphokazi
From another Telkom Rep I received the LATEST bill which showed the outstanding amount was approx R1031.00

But 5 months @R99.00 comes to R495.00?
However the good news is that the billing stopped there .

That amount is now blacklisted on my account and I cannot apply for a home loan

BUT IT DID NOT END HERE
Still trying to find out about the outstanding account
Showmax is STILL billing me!

Subscription Purchase History
PAYMENT METHOD PRICE DATE
Unknown instrument R99 2017-07-07
Unknown instrument R99 2017-06-07
Unknown instrument R99 2017-05-07
Unknown instrument R99 2017-04-07
Unknown instrument R99 2017-03-07
Unknown instrument R99 2017-02-07
Unknown instrument R99 2017-01-07
Unknown instrument R99 2016-12-07

I am quite happy to pay my R495.00 due but no one can tell be who generated the invoices and how I can settle them
but i HAVE to have the balance of the duplicate cancelled and credited and a letter sent to Transunion Credit to clear my name.

Regards
Peter Dreyer

We took out two R549 free me contracts at Telkomon the 10th of June, our spending limits were set in store so that we can't go over the limits and also we asked the agent to make sure that it won't go over on which they confirmed and said we would only be charged the pro rata amount for the month of the R549. This is on my as well as my husbands numbers [removed] and [removed], now we received an invoice for over R2869.49, which includes additional data costs of R406.33 on my number and R263.02, which I feel is unfair, because now the agents on the customer chat says that the spending limits will only be effective from the first of the following month and we should pa that amount.

This is not right because no one informed us regarding this. And in no way we could have used over R600 data in that short period of time as we do have Wi-fi at home as well.

The additional data charges should be reversed on our account, as we weren't notified about any additional costs. We even went back to the store on Saturday and the agent there also told us that we shouldn't be charged any additional data charges as our limits were set in store on the day of activation.

Now the only thing the agents are telling me is sorry for the inconvenience but that amount is payable as the spending limits is only effective from the 1st of the following month.

Tax Invoice (Billing) dated 01 Jun 2017 for account no [protected] Invoice no [protected]

Complained about the above billing for my new contract for the Huawei LTE Router with 5 +5 GB promotion at R199.00 pm.

As I understood it, there was no mention of me having to pay R200 wireless activation fee. This is only charged to a sim only contract. Telkom responded by sms to tell me the billing is correct and that it is pro rata. When I called them back they told me to send an email to [protected]@telkom.co.za and it appears to be full and not taking anymore messages. I would like the amount reversed or contract cancelled.

Good day

I have been calling Telkom countless times to get my refund of which had been granted but was credited into my Telkom Account instead of my personal bank account. I was told that money would reflect in 3 days and that never happened. Instead when I called back I was told that Telkom tried to call me to confirm and the call was closed because they couldn't reach me, which was a lie because I had no miscalls in my call log. I kept calling in and I was being told the same thing. I don't understand how it's so easy for you to take my money out of bank account but then it's difficult to deposit it back to the same account that you took it from. I am tired of asking for my own money and I am now going to Hello Peter and Cutting Edge to alert everyone else of this company ripping customers off. I have not even been with you for four months yet but I am already unhappy. I will not wait for three days to get my money back, I need you to transfer my money to me immediately. I don't even get updated by you about what's happening, all I get is a text telling me that the case has been closed with no reason stated and with nobody trying to reach me via email or something. I am tired of your incompetence. I want my money and I want nothing to do with you in the future

Please below case number details for you to track the thread
[protected], [protected], [protected], [protected], [protected], [protected], 207493
49, [protected], [protected]

contact me on [protected]
Email me on [protected]@gmail.com

I have cancelled my contract with Telkom on 20 January 2017. The cancellation form was sent to me by a Ms Nakedi Phungo after I requested for it during my conversation with this lady I asked her who should I send the cancellation form to after filling it in? she replied that it should be sent to her which I did on 20 Jan 2017 but to my surprise a Telkom debit order keeps going off from my account. I then called again and spoke to a miss Waxy J, I explained my story to her and she said I must resend the cancellation form. Again I asked must I send it to cancellations or to you and she said to her. to my surprise again debits keep going off my account and apparently I am being billed on a month to month but to my knowledge I have cancelled the contract. I kept calling every month after seeing the debit orders, talking to different Telkom employees with no help whatsoever. I am kindly asking the complaints department to follow up this matter because to me Telkom is unlawfully taking my money and I feel this can be resolved before I take it any further. This is very inconveniencing as I don't have budget for Telkom hence I cancelled the contract any way I feel I was not getting value for my money. I also feel that Telkom should pay me back for all the months that they were taking my money unlawfully. For the duration of the contract I honoured it but Telkom did not do the honourable thing towards me.

 

So we are planning on getting internet at home, but we know that the first step in doing so is to get a landline.

We (my wife) applied on the 12 April 2017, up until today (06 July 2017) we still do not have a landline installed.

So they contacted us and we organised to have someone at home, they informed us that they cannot install the landline as there is an existing cables/wires and they are faulty.

We were contacted again and someone came out once again (after we were told that the initial problem has been sorted) there was issues. This time we were informed that the cables were not connected.

And now there is nothing, no word, everything just went quiet.

My Order number is [protected]

(As sent to Telkom on HelloPeter)
The dispute (ICASA ref: GAU3738/15, Telkom ref: [protected] on account: [protected] dating back to 13-10-2015, which Telkom submitted acknowledgement of breach of contract and a financial compensation of R2191-52 has not been paid to me, or credited to the account.

I have been in contact with numerous Telkom/8ta representatives at the stores and on call centres. NONE have proved interested in doing their job to credit the account and re-open the account in order for me to get the service on the contract stipulated.

I have been told the account is "mixed" as well as various other scenarios. I don't care what status the account is currently, my right to get the promised service and structure as signed with the contract in 2011 is ALL that matters.

The amount of R2191-52 must be credited to account: [protected] and ALL services relating to the 10Gig/ month data contract re-instated.

If this is refused, kindly provide current acurate legal department contact particulars in order for me to correspond with the correct authorities.

This is a SHAMEFUL example of the manner in which Telkom/8ta conduct their business.

I have had absolutely NO joy, or recourse channel to get ANY service as per the signed contract as well as an even worse bunch of false promises in terms of solutions.

GIVE ME MY SERVICE AND MONEY - NOW, ! - or your legal department contacts.

Regards,

Marcell A.E. Swartz
+[protected]
[protected]@gmail.com

P.S. There is NO legal department contact detail available on Telkom or any other website I could find.
Please assist with the above matter as Telkom have ignored and shunted me around endlessly for years now on this basic product and service. Higher incompetence and arrogance is yet to be found in SA!

Telkom and Nu debt

I took a contract with Telkom via Mondo in February and I had to wait for the device to be delivered to me towards end of Feb. When receiving a device I actually did not like it because of the colour and just the device itself. I then called Mondo to say I do not like the device can I just cancel the contract. The person I was talking to told me that yes I can cancel because it is still within 7 days after receiving the device, however I will have to pay for the device coz I have already open the box of the device. The email I got was this

Good day,

Trust that you are well.

As discussed, please note that you have agreed to keep the device at a cost of R1372, 28.

Device: Huawei Y3II Dual Sim

Please see details below:

Rewardsco Contact Centres (Pty) Ltd

Absa Bank Account number: **********

Branch Code: 632005

Reference number: Initials and Surname and first four digits of ID number.

Kindly note that cancellation will only be submitted once we receive proof of payment of the device.

Please send proof of payment to **********

Have a lovely day further.

Regards,

Yantan Naidoo

Client Service Specialist | Cell: [protected] | Email: **********

In March my bank account has been deducted for different amounts and the Reference starts with Telk. I tried to reach out on Telkom to find out why are they doing so coz I have paid for the device, therefore cancellation as per the email above. The person I have spoken to told me that they logged the call to Telkom, but then Telkom did not do anything about it, but he will log the call again. Recently, to be specific, 2 weeks ago I received a call from [protected], the lady told me that she is calling on behalf of Telkom SA harrassing me that I owe Telkom blah blah blah . They now have access to all our personal details entrusted to Telkom SA. I explained the story and she told me that she will take the matter forward to their legal team. And my reply was I do have R500 that they say I should pay but I rather donate it somewhere else not Telkom and Nu debt coz I do not owe them.

My bank account gets deducted on different amounts at any time. I wrote to HelloPeter and the response I have received is my account is still opened after paid for the device as per the instructions I have received from Mondo that my account will be closed immediately they receive the payment of the device.

Can I have the reference number please for this complaint so that I can escalate the matter to ICASA then my lawyers I am sick and tired of speaking one thing while my bank account is getting damaged by Telkom

I applied online for a device on Monday 26/06/2017.

I received a call on 28/06/2017 to confirm application online. I was told that my application was approved. The lady went through the terms and conditions, confirming the device that I am going to received over and over. The amount I am going to pay, the whole thing. And confirm that I will receive my device within 5 to 7 working days.

Today, 05/07/2017 I phoned Telkom to ask for my tracking number. To hear that my application was not approved.

How can they do that? If I did not phone, how long will I have waited for my device and never receive it?

They are misleading customers!

I am not happy with there service and this after being a customer before.

Thanks

Lourea Nel

We gave our 30 day notice to move my land line. I got an sms confirming my order have been placed. I received an phone call confirming that someone will come out on the 1st of july. I received 2 new smsses both with different dates that someone will come out and no one did. I paid my july bill and still dont have internet due to the fact that no one from Telkom helped us as promised. I have been phoning Telkom 10210 number for 2 days without any answer. It cost me R50.00 airtime for nothing. I come to the telkom shop (AGAIN) and had to stand in a line. The employee requested the technician to contact me and after 15min hy phoned 10210 and gave me the phone. After holding for 15 minutes someone answered and couldn't see our order. So after fighting requesting her to sort it out se asked to speak to the telkom employee in the shop. He then come back and told us there werent any order. So nou I am sitting in telkom for more than 1 hour just to do everthing all over and to be told that it cannot be guaranteed that someone will come out on Saturday.

We had an adsl contract and a mobil contract. When the mobile contract expired we cancelled that contract and renewed the adsl contract. Agreeing that the contract was not more than R1000 per month. We paid about R1300/R1400 per month. We missed a payment in March. At which point Telkom said we owed over R3000 + which we didn't understand cause we pay more than what we owed. We are still being charged for the cancelled mobile contract which ended last year. We migrated our then package to the big deal for R799 a month for 8/10 mbps. We can't get hold of anyone. Telkom consultants pass us from one department to another. We are not Getting any help at all. And we're getting billed for a service we're not Getting. No one takes accountability. Slow speed. no help

Contract [protected] - Case [protected]
I applied for a new contract as advertised that included a Portable Wi-Fi Router with sim card. At the time of application I did not realise what "Telkom Mobile Data" is and that my area is not covered for such usage. All I knew was that I had 3 other Telkom contracts and my husband has a Telkom contract and our contracts work 100%.

I had to cancel the contract as I could not use the data. Submitted cancellation request and Courier finally collected the Router. Telkom finally cancelled contract, last payment made was 01/07/2017. But received invoice for R2, 682.00. They had charged me R2, 831.00 "Termination Penalty" from which a R149 "refund" was deducted. The full contract value was R149 x 24 months = R3, 576.

This is unacceptable as I immediately queried why I could not use the contract and only on the 5th day was told my are does not support the Telkom Mobile data and application to cancel was sent to me. I submitted the application on 06/03/2017 but case was only registered by Telkom on 13/03/2017 - Case [protected]. I did report contract problems within 7 days but I am being charged basically the full contract value in one invoice, which I should not pay and cannot afford to pay.

01/03/2017 Received delivery
02/03/2017 Could not get sim card to work - error message "Out of Bundle". Contacted the call centre. They will report it to Technical Services.
03/03/2017 Phoned again. They will escalate
04/03/2017 Phoned again. 19 minutes on phone with agent. Will escalate.
05/03/2017 Phoned again. Was on phone for 33 minutes with agent. They realised it was because I could not access "Telkom Mobile Date". The sim did not include "All Network Data". I did not know about this. Told agent then I would have to cancel or migrate contract as I will not be able to use it. Agent emailed me cancellations form.
06/03/2017 submitted application to [protected]@telkom.co.za.
08/03/2017 Phoned call centre to follow-up. Received a call from [protected].
10/03/2017 Received numerous calls but unable to answer as I was in meetings for most of the day. [protected] / [protected] / [protected] / [protected]. Finally took call from [protected]. 7 Minutes. Discussed contract and that they can arrange for migration. Was told I will be contacted again.
11/03/2017 Phoned call centre again - 9 minutes
13/03/2017 Made follow-up call. Call centre cannot see my cancellation request sent on 06/03/2017 and asked me to resubmit.

And so began the long and tedious task of getting my contract cancelled. Not once did anybody mention a "Termination Penalty". As far as I was concerned I had reported my problem the day after I received the product.

How can I stop them from deducting the R2682.00 off my account and claiming back 4 months payments at R149 per month already paid.

I have kept a complete and comprehensive log and many of the phone calls were made from my work number for which I can provide voice recordings.

Please help. I cannot afford to pay the R2682.00 which is being unjustly deducted.

Corinne Dixon
[protected]
Corinne.[protected]@gmail.com