Telkom SA SOC
reviews and complaints

Good day I used to own a hair studio until 2015, I submitted all transfer of ownership as requested by telkom so that the phone line becomes the new owners responsibility as they wanted the line to stay on. Now I am getting all these threats from p& p attorney saying they going to blacklist me for non payment, I still have the proof of the documents scanned and sent and proof of sale when the salon was sold off. I need help and want to contact the ombudsman. This is unacceptable they treat people like this I have no bad credit record and refuse to have one by default of their mistake.

LTE Service slow, waiting 2 weeks to get a response to my open service request, so that finally a someone can and install an external antenna.

I tried to get the free LTE Speed service before I signed up for LTE, however Telkom's Service doesn't know themself how to request it. The hotline tells me I need to go to a shop, the shop tells me to call the hotline. Anyway.
After a leap of faith (what a mistake with telkom) I ordered LTE and needed to figure out the signal is week.

I opened a Service Request and waiting till today that a technician comes and installs a antenna.

I did tried to resolve the weak signal issue with multiple attempts via chat/calls. I also did speed test on different days/ times. The Max speed with max 3 bar signal is around 3-4MBps
When I did the same speedtest in the Telkom store in rosebank with 5 bar signal I got 49MBps.

I called / chatted to the hotline and they are telling me they tried 3x to call me which isn't true. Despite that ... the ticket says clearly that they need to contact my husband on his number which never happened as well.
Last chat with the promise of a call back was Wed 09-March... still waiting (off course)

Maybe I should also only pay 10% of the fees as I get only 10% of the service promised...

Ticket: [protected]

Hi. I took out a contract deal at the [protected]@Reds branch on 2 Feb 2017. I specifically wanted a big phone like the Huawai mate 8 because I struggle with my eyes. The consultant suggested a special including a Huawai P9 and 7 inch Huawai tablet. I received the Huawei P9 but was told that they don’t have the tablets in stock but the order goes through as the new contract is lodged on the system and I should have it in a weeks time.
I went into the store over a week later and she told me they are still waiting and that there are about 20 people waiting. She showed me a pile of paper.
I called in again after a while but was told they did not receive it but I will get my tablet and they will call me.
After waiting for over a month, I went into the store on Monday this week, just to be told sorry but I am not getting a tablet at all and that they cannot help me any further. I feel I was offered a product under false pretences and was made empty promises.
I am seriously upset and would please like this sorted.
Can u help please?

On the 25 Jan 2017 our phones in the roodepoort area went off. I reported it ref 952crk250117. I have phone 3 times a day. in Feb I phoned again and they said by the 14 Feb the phones will be sorted. I have also received a escalating number 952227. Again I phone telkom and they said its almost sorted. In last week end Feb I phoned again and them after speaking to numerous telkom personal I was told that they cables was stolen and the exchange was vandalized and that the cables was ordered. On the 7 March I phoned again and said that the escalation number is been stopped. I phoned again on the 9 March, I was told they are waiting for the cables to be delivered. Its been already a month and a half, nobody will sms or phone to say what is happening with the cables. I also has internet, so I cant even use that. Please can someone get back to me on the progress and not have a long story every time I phone.

I have been struggling to cancel a line since last year July, I have made about 40 calls with just as many emails, does not matter who I speak to, it is just promise after promise, supervisor, clerk does not matter, no one cares, is it possible that an organisation can be so useless
the tel no is [protected].
I do not know what to do anymore, frustration is all I can say, no one takes responsibility, everyone passes the query on,
how on earth will we get this line cancelled
we get bill after bill and we have moved the line is not in use
you are not allowed to speak to a manager, supervisor is the best you get and they do not care, here is the names that I have been dealing with
Ashley Goordin (supervisor) Aigib Hoosen (supervisor) Anelisa Mbombe, Nolwazi Ndwandwe, telkom general cancellation email add, Domizane, Nathan van Wyk, Mr John, Aneliza, Mandi, and still to this day not a word, the line is still active, this was just confirmed

MY account is set on a debit order, however, Telkom does not debit the amount due ooh no, They debit you an amount and then sends an SMS stating that they will cut your service off due to nonpayment.
When I called into for  help, I get placed on hold most of the time after an hour the agent informed me that the case was logged, and the turn around time is 72working hours yet the service will be cut off in 48hours where in your life my service will be cut off due to them not debiting my account correctly when I demand to speak to a manager oh no all the managers are in a meeting, And no one can assist to make sure my service does not get cut off while Telkom resolve their own issue.I request that a Senior manager gives me a call back as I need this resolved, I am still waiting for! Looks like there is no one working or servicing customers.

Please regard this mail as urgent. Our company, Controlled Irrigation, has had no operational landline since the end of February 2017.

Our telephone number is [protected].

We are based in Shop 4, Waterglen Shopping Centre, c/o Garsfontein & January Masilela Drive, Waterkloof Glen, Pretoria East.

We are losing large amounts of business due to our clients being unable to phone orders through to our shop.

We urgently require a technician to repair our fault.

Please contact myself (Claudine Holness) on [protected], or Pierre de Smidt on [protected] regarding when the technican will here.

I finally made a payment to Telkom mobile after not being able to pay due to unemployment, payment went off as debit order on the 25th and 26th of January 2017, after 48 hours i contacted the customer service and was told to wait for 7 working days for the payment to reflect as my account was in collections, after 7 days i called in again and was told my account was cancelled and i asked the lady i spoke to if she could log a case for it to be reinstated and asked her to change my primary number to the one i was calling her on and gave her the number, clearly she didn't because when i called again to check the progress i was told their back office had been trying to get a hold of me on the old number that i had specifically asked to be changed and therefore closed the case. A second case was logged, case number : [protected] and the agent i spoke to told me the person that was dealing with it had been given to someone else hence the delay and i begged for her assistance and she told me she will send an email to the person busy with the case and i also gave her the number i can be reached on which is [protected] and the affected contract number is [protected]. I don't think this fair i need to know if they are going to reinstate or not and not leave me in the dark, its so easy for Telkom to take people to collections but when its their turn to assist customers they incompetent

I have a complaint regarding Telkom. I will below copy past the e-mail I have just sent to their escalations department regarding a Technician we are waiting to come to our premises to fix a fault on our ADSL line.
My current fault reference with them is 266CRK060317.

Good Day

I would urgently like to know when I can expect a Technician to attend to our fault.

I logged the fault on Monday morning, I received the above reference number and at 15h56 on Monday 6 March 2017 someone name Brandon called me from [protected] and advised that a Technician will be sent to the premises yesterday, 7 March 2017 as he could see there was a fault on the line.

I made arrangements for someone to be home the whole day yesterday, and nobody arrived. I tried phoning Brandon back on that number at 17h04 yesterday and the number was non-existent.
I then phoned Telkom at 17h30 yesterday, held on for over 40 minutes to then be told by someone that the Telkom system is OFFLINE and I must phone TELKOM back after 7pm and MAYBE they will be back online to assist. When I flatly refused due to the fact that I felt it wasn’t a client’s responsibility to phone back when YOUR system is offline, it started an argument and the call centre operator put the phone down on me.

I then approached social media, to which I received a response a few hours later saying they will ask an agent to phone me. I’m STILL WAITING!
So I took it upon myself this morning to phone the call centre again, and after holding for around half an hour I was told by Carol that there is no Technician allocated due to the fact there had not yet been any troubleshooting done on our line. I told her that I was advised it wasn’t necessary as they could pick up our ADSL line was syncing, but there was a problem on the line. I demanded to speak to a Supervisor, and spoke with Latoya who told me it was escalated and also confirmed that there was no Technician allocated.

This is absolutely impossible when Brandon obtained MY number from the fault on the system to phone ME! If there is an internal system problem where an outside person cannot log on the system – that is not my problem! We have taken off 2 days of work already to be home yesterday and again today. My boyfriend works for himself, but was supposed to be on a contract this week, and so far 2 out of 5 days he’s been at home waiting for a Telkom Technician who apparently wasn’t even allocated yet. This is literally taking food off our table now as we cannot keep taking off and sitting at home waiting for someone to decide to come through. So unless I continue to work overtime, which is interfering with my studies I’m already struggling to pay for, I’m going to struggle to meet our responsibilities at the end of March. Latoya told me someone will call to make an appointment. SOMEONE DID ON MONDAY – BRANDON! SO WHERE IS THE TECHNICIAN?

You have no idea how not working is affecting us financially right now! We have had to adjust in the loss of a salary but are bound by contracts and I’m having to work tremendous overtime trying to accommodate everything so to have the workers at the call centre be so nonchalant about my time and telling me to just phone back, or wait for the Technician is really impacting us right now.

I don’t get discount when there’s a break in the line, or if the line is faulty, I still get billed in full for the month (oh wait sorry – Latoya told me I can submit a request but that meant I had to take more time out of my day to do that so I refused). I am a full account paying client – actually my account is even in credit – and I’m being treated absolutely horrifically! I really expect better service!

I urgently need to know when the Technician will be at the premises, if it’s not today one of us will have to take another day off and we cannot afford that!

Good day,

Cell nr - [protected]

I am terribly disappointed in Telkom for the service I have been given over the past 4 days. I called the Telkom Mobile Call Center on the 04th of March to enquire why my lone was still blocked even though Telkom debited me on the 27th. Unfortunately I don't remember the lady's name however her email address is [protected]@telkom.co.za. She advised that she will send it through for escalation which was never done. When I called yesterday, 07th of March the lady I spoke to(Mbali - [protected]@telkom.co.za) escalated the matter for me and advised that it will be done within 24hrs. As I'm typing this, I have spoken to Thipe who then advised that I should call back for a follow up tomorrow afternoon - I have asked to speak to a manager and am now holding for approximately 15 minutes for his line manager.

This service is the worst I have ever come across. I need Telkom to understand how disappointed I am in this behavior. You as a service provider cannot tell a client that there is nothing you can do to assist. This number is my business cellphone number and my service provider tells me there is NOTHING they can do. The team leader - Miriam has finally answered the phone and now tells me that they will escalate the matter but cannot give me a time frame as to when I can expect this to be resolved! This entire experience is annoying me and I will cancel this contract if this is not sorted by COB today!

I phoned the help line and we spent a total of two hours trying to get it up and running
They said they would log this issue for the repair people to pay us a visit
My wife went to Telkom Somerset Mall to get further information she was just fobbed off by some lady who has achip on her shoulder

We rely on Telkoms service to carry out important work from home

I never want to see Telkom Somerset Mall staff again they have a bad attitude
I will photograph the lady with the attitude and post it on face book
We need to get back on line today.Why cause such an inconvenience to customers that pay the salaries of the workers

Kind regards

[protected]

Hi,

My number is [protected] and I do have 2MG adsl fixed line. I pay +-R600 by EFT monthly

Every month I get a Unknown no number call from a call centre. They are from [protected] and are very persistent.
They offer a better deal - free upgrade - free router and want me to sign a debit order. They say they are your Agents.
I am Telkom's client. Why is Telkom not offering me the special deal directly.
Why do I need to give personal info over the phone to a service provider I do not know? Why is Telkom even giving them my contact details?

I feel I must take this further. Consumer protection does not seem to matter to Telkom.

Please advise me why this is happening?

Kind Regards
Paula Fonseca

Hi, I tried to recharge a 100gb of data on my existing sim card. I spoke to Moroko at the Telkom help desk and she gave me the acc number for Telkom, into which I deposited the R 999.00. I put her email address on the payment confirmation, " [protected]@telkom.co.za", as requested. After payment was made on the 2nd March 2017, I called the customer care centre during which thembeka Myezi assisted me and advised that this entirely incorrect procedure to recharge my data. She spoke to her supervisor who was to give me feedback on what was going to happen and to date I have had no reply. I asked for a reference number for my call to which I was told that her name "tembekaMyezi" would be the reference number.
Extremely poor Telkom, when your staff does not know what's going on.

I have applied for a data package in April 2016 online.
I have never received the product.
I informed Telkom about the situation.
Despsite them knowing that I haven't received the product Telkom continued with a debitorder of R499, 00 pm since then.
The support and response from Telkom side is ver poor.
I just want two things from them.
1) Cancellation of the contract
2) Refund of the money taken from my account

In January 2017, I called a call-centre agent about my need to cancel my 3-off contracts with Telkom Mobile (2x phone contracts, 1x internet data contract). The reason for 3 simultaneous cancellations was that I was emigrating from South Africa in February, and obviously no longer required the contracts.

I well understood that there would be a cost incurred in doing this, and I asked the agent what the process is, and how the owed amount might be determined and paid soonest. That agent was helpful in explaining that I needed to complete a "cancellations form", and email-submit it to the cancellations department. I was also told that within 3 days after emailing the form, I would be contacted by a cancellations agent who would then provide me with the due amount to first be paid, and then the cancellation of the contracts would commence (taking up to 21 days).

Since my leaving SA was immenent, I asked if I might have the process fast-tracked in some way, and was told that I could request that once I was contacted by the cancellations agent, who would log a case number in the system, allowing the process to be handled with some exception.

After more than a week I had still not heard from any agent, so I called again and was told that my cancellation request was not able to be located in the system (although I had a delivery receipt for my email). I then resent the cancellation request to the agent while on line, who then confirmed receipt, and who then logged a case number because of my explained increasing urgency.

I waited again for more than the stated 3 days, and called in once more to equire what progress, if any, had been made. That agent told me that it was still "in progress", but that I needed to pay a settlement amount of R3612.00 to the Telkom ABSA account (details on form and provided) using my 19-digit reference number (account number?) that he provided to me over the phone. I then did an immediate EFT payment for the amount and given reference number, and submitted the proof of payment to the cancellations email address.

Allowing time for EFT reflection, after two days I called again to confirm if my payment showed and if my cancellation could finally proceed, since my leaving SA was only a few days away. At that time the agent determined that the 19-digit reference number that I had been provided (and used) was incorrect, so the payment wouldn't refelect against my account. I requested that the agent please assist in having this corrected ASAP, since it in fact was not my mistake - but the agent said that all that could be done is that I email again the cancellations department, detailing the error and asking that it be correctly allocated. This I did.

On 14/02/2017, I received an email from an agent bluntly saying "Advise why you cancelling your contracts and all three contracts are still in the commitment period to cancel it will cost you R6350.00".

I obviously replied to this email, firstly a little confused as to why I was again being asked my reason for cancellation, since it was clearly marked and written on my cancellation form (emailed twice). I explained in depth the process that I had already been through, as well as asked if my initial payment if R3612.00 was yet corrected and reflecting in my favour, and if not, could she please help me. I obviously want that amount credited, with regards to any further amounts thay may or may not be due. I submitted in my email to her, all previous attachments and proof of payment, in the hopes to assist her to help me. Email was as follows:

---------------------------------------------------------------------------------------------------
Good Day Maxine,

Thank you for your email - but perhaps I need to summarise my case for you, in the hopes that you will actually be able to assist me (and URGENTLY PLEASE).

1. I well understand that my 3 contracts are within the contract period, but my reason for cancellation is that I am emigrating / leaving South Africa - and obviously no longer require the contracts / services. This I marked in the appropriate block on your cancellation form, as well as wrote it clearly, as well as submitted the form no less than 3 times over the past 2 weeks - so I'm not sure as to why you might still need to ask me again in your email? Please find attached again, a copy of my cancellation request form.

2. NB: I have already made a payment against my cancellation. A previous agent provided me with a settlement fee (but different to yours?). Please see attached proof of payment for R3612.00 in case no. [protected]. However, please note that the 19 digit reference number previously provided to me by the agent for this payment was incorrect, so the proof of payment reference needs to be matched / changed on your side. Another agent was later helpful to provide me with the correct number:

The incorrect reference number is: [protected]
The correct reference number is: [protected]

3. Of my 3 contracts, I did previously request one be converted to pre-paid, and the other two be cancelled. Since I leave South Africa this Thurday (16/02/2017), it is now too late for the pre-paid request to be of any use, so please cancel that out-right as well. In other words, just cancel all 3 contracts.

Please will you confirm that my R3612.00 payment is credited to me, before providing any final settlement cost.

Regards,

Broderic Lemon
-----------------------------------------------------------------------------------------------

To this, I received a further blunt response, "Be advise that there is no credits on your account and also Please confirm if i must go ahead with the cancellation request and the penalty fees is R6350.00".

To this, I believe that the agent could really not have been bothered to check further what was already in front of her, nor did it appear that she had even looked at what I had explained and clearly detailed in asking for assistance.

On 15/02/2017, I then visited a local Telkom Mobile branch (in Pietermaritzburg) and explained my story and dilemma to a very helpful desk agent, who then tried her utmost to assist me from there. In my presence, she emailed the same "blunt" agent, again explaining the entire issue, as well as submitting proof of payment and correction details, and the case number. I was CC'd in the correspondence.

As at 23/02/2017, that same helpful assistant, nor I, had had any response whatsover with regards to this matter.

Now outside of SA, on 23/02/2017, I posted my issue on "hellopeter" in the hopes of having this finally resolved. I did receive a post response apolgising and providing a new reference number (AI2713570), now 2 weeks into March, I've still had no feedback whatsoever.

Simply put, I just want this settled now. I want my payment found and corrected, and I will settle what I owe still. After that, I want nothing further to do with Telkom.

Applied for a new deal by Telkom on 6 February 2017. Spoke to Njabule. (Reference [protected]) Received communication that they will install line 13 February 2017. Technician came out but indicated that there is a cabling issue that telkom needs to fix before they can put in the line. i called Telkom to find out what's the next step and spoke to Zanele on the 15 February 2017. After no feedback was received by 28 February 2017 i called again and spoke to a Dumisane who gave me an escalation reference number 961420, as nothing was still being done to actually resolve the issue. On 1 March i called and spoke to Ntokozo, On 3 March i spoke to Roanda who informed me i should receive a sms with feedback regarding the issue. No information or sms was received. It is now the 7 March and i have been holding the line for 38 minutes with no operator answering - and when someone answered the call died. This is pathetic service.

My brother bought me a [protected]@ Telkom as a gift in January 2015 but the sim card keeps malfunctioning. I contacted Telkom the 1st time it happened & they asked for my brother's details & he was contacted & the sim was fixed. It is not working again for the 3rd time & I’m told he needs to be present before I can be assisted & he doesn't stay with me.
The service I received @ Telkom in Main Street was appalling the consultant and the manager were quiet unaccomodative .These people are Lerato Masemola and Nobi Ndevu they told me that there is nothing they can do my brother just has to come even if he is in Cape Town or go do the sim swap himself then send it to me .When I asked why i was previously assisted with my brother not being there, the manager told me that the law has changed & when I wanted to see this in writing i waited half an hour & she had nothing to show me so i guess it's just her Law. She then gave me details of her senior and contact details Anastasia Steyn [protected] but these details do not work. Currently I cannot be reached my son's school cannot get hold of me, I cannot do any transaction as this is the number that I use for correspondence .My number is [protected] I need the Sim card fixed as a matter of urgency.
Vuyo
Work number [protected] or [protected]

I am still waiting on this

From: Kgomotso Mfundo Ndamase (KM)
Sent: 17 February 2017 02:20 PM
To: Pinky Phoore (MP)
Cc: Meshan Naidoo (M)
Subject: case no : 2028 2644

From: Kgomotso Mfundo Ndamase (KM) [mailto:[protected]@telkom.co.za]
Sent: Friday, 17 February 2017 2:28 PM
To: Lungisile Mangali
Subject: FW: case no : 2028 2644

I have been sent from pillar to post

They are quick to debit money for the service but cant satisfy or honor one request

I am tired of Telkom and I am begining to regret doing service with them

So irritated of poor service and of which I am paying them on time on a monthly basis

Irritated Telkom customer
[protected]

Good day on the 22/02/2017 i reported a faulty on a land line ref: 819CTK220217 and i have been phoning everyday to see how far is the job done. All i hear is they have appointed some one for the site but the work is not done, the couple that stays needs a land line 24/07 its redicules sitting with out a phone for two weeks. It seems that telkom staff does not make an effort to see whats wrong the lines. Everyday o phone get a different story but when it comes to payment we need to pay our account otherwise they cut, but when it comes to a technical problem we have to sit and wait which i think its unfair. Landline No [protected]

Good Day
Dear Trisha Chetty your device quote has been rejected, and is awaiting a payment of R188.10, assessment fee. Payment to Telkom Repairs, Absa, [protected], Ref No:TRL038092. Telkom Mobile
Please view this rejected quote above as i will not be paying this amount.
I do think i have been a patient customer and as usual I am getting bothing out of it.
I received a call about my first complaint abd was told i will NOT be left out when it is raised and still to date i have not received any feedback .
This is the type of after service that telkom offers, I am sure i will no longer have business dealt with telkom for the future.
Please can I have a manager who in charge of this department to call me back with the ombudsmans contact details for telkom.

Regards
TRISHA .CHETTY