Telkom SA SOC
reviews and complaints

Myself and my husband visited the branch on Friday after work to apply for a new contract. The contract was approved within the first half an hour.
I however need to wait an additional one and a half hours for the contract to be completed (I wish I was exaggerating). The lady Numvula who assisted me asked me to sign documents while she waited for the system to be completed. I asked her should I not complete the forms and she advised she will do it once everything has gone through.
After standing for two hours she eventually starts to port my number. Which took 5 confirmation sms’s. She then advised me that if anything happens to the phone within the first 7 days they will replace the phone which is not apparently the case. When all this was explained and the phone was given to me she says to me that the FREEME contracts does not came with minutes which is amazing to me, does Telkom think the whole world has Telkom sim and landlines! This should be explained to clients beforehand?!
The port happened late Saturday evening, and the phone requested a software update. I then linked the phone to my WIFI at home and tried to upgrade the software 3 times each time taking about 1 gig of data (3Gigs). Just to be advised by Samsung that the phone software is faulty and I need to go into the store to update it.
So as it was in my seven days I dressed my three sons all under the age of 6 and drove to the Waterfront just to be inform that the phone cannot be replace. I must update the software at Samsung!
The phone is out of the box for technically one day(as I got the phone at seven Friday evening) and I have software issues that tells me the phone is faulty. The phone is now with Telkom as I would not take a faulty phone home again. I do not have my own number as I ported to Telkom and the sim with the phone is with the Waterfront store. I have three kids on holiday with no way of contacting the day mother as I am phoneless and numberless, due to a faulty phone I was sold to by Telkom Waterfront. I the client now needs to wait 7 to 14 working days before I can even get my sim or phone back.
I do not want the faulty phone back as it was within the first 48hours of having the phone the phone went bust! I do not want to upgrade software within the first few days of having a brand new phone, out of the box! It is totally unacceptable that I am now being held liable for a faulty phone Telkom waterfront sold to me! That me the client is being inconvenienced with no phone and no sim!
I do not have proof of purchase or even a copy of the contract! The proof of purchase was taken in with the faulty phone Telkom Waterfront sold to me! The contract copy was never given to me even though we requested a copy numerous times.
No one responded to the below email I just received a sms to confirm cancellation of contract! That is not what I requested and my number was disconnected.
I do not have a phone number due to lack of service and a faulty phone sold to me by Telkom mobile!

A while back we recieved a call that we will recieve a new cordless phone to replace our landline. We recieved an SMS saying the phone is on the way via courier. The order NUMBER is 4486258. Waybill number 4486Z58&A . CCOUNT NUMBER 12793. We recieved the sms on the 6th September 2017 Wednesday and the time was 8:18am. The account holder's name is SJ Taye. ID NUMBER [protected]. The consultant who called used the following number: [protected].

We are very disappointed in how Telkom has treated us after so many years of using the service. Please help get to the bottom of this and iether deliver the cordless phone or reconnect our old line. Which is [protected].

On 14 August 2017, I personally went to Telkom Greenstone to cancel my month to month data contracts. Form completed and says that I have to give one months notice, so cancellation was effective from 14 September 2017. At the time of handing the form in, I was given a case number, so that I could quote something 'when I was charged incorrectly' - Telkom staff words, not mine!
Telkom normal September invoice arrived showing full charge for September (not apportioned as it should have been). I phone the help line and am told they can do nothing until the incorrect debit order is charged to my bank account.
Called help line again on 28 September to complain that incorrect debit order was processed to be told that the cancellation had been sent internally to the wrong department. Told to resend documents to an email account that did not exit?
29 September 2017 sent an email to the manager at Greenstone, who kindly sent my cancellation to the correct department.
4 October 2017, Telkom phones to demand I tell them why I wish to cancel...eventually agree to process the cancellation, but no agreement on apportionment of cost for September.
5 October 2017 Receive an October invoice from Telkom for full data costs for October. Immediately phone help line - go through whole story again and am told the contract has now been cancelled, but I need to pay the October invoice and then claim a refund for October...oh and still no resolution of September apportionment.
5 October 2017 phone help line back and ask how I go about declaring a dispute with Telkom...go through the whole story again, put on hold while the operator searches for her team leader, who is in a meeting. Given an email address that I can send my complaint to. Interesting the operator asked if I wanted a phone number to call my complaint to and then said she did not have it...really Telkom

i have a data contract for R199 per month with telkom since 2011 and for some reason they stopped debiting my account in april 2016 for amount of R400 and they decided to handover my account to nudebt and nudebt contacted me only this year to say to that i owe R2700 and current R3600 i dont have a problem to settle my debt but i will not be held liable for legal costs cause telkom stopped debiting my account without any reason and i would like to know why? nudebt also want to exploid me by charging me over my dead body they will not see a cent from me they are crooks why dint they act when the account was handed over to them in may 2016 in august i logged a query with telkom case number ********** 8 and until today no one ever contact me to give feedback rather when i call i get to be told stories that the back office is investigating but they still dont have answers but to say account is being handed over. Telkom must take accountability for their action so we that both parties can reach an amicable decision ASAP without demading money from me illegally.
Then when i complaint on hello peter i was issued with ref AI2889682 that was 19 sep 2017 and until now no word

Please read all the correspondence below, as well as the documents.
We still get accounts from Telkom for this cancelled service. All these accounts were paid vis debit order.
Please refund FAMSA WC ASAP:
FAMSA Western Cape
ABSA Bank (Claremont)
Branch Code: 421109
Account Number: [protected]

From: Administrator
Sent: 04 October 2017 08:55 AM
To: FamsaWC Director
Cc: CLC Manager
Subject: FW: [[protected]]Cancellation of Telkom telephone line
Importance: High

Please see below email.

From: Administrator
Sent: 22 March 2017 11:47
To: '[protected]@telkom.co.za'
Cc: '[protected]@telkom.co.za' ; Annatjie Wait ([protected]@famsawc.org.za)
Subject: RE: [[protected]]Cancellation of Telkom telephone line
Importance: High

Good Morning,

Please find attached Line cancellation letter from account holder; which details the instruction on the line cancellation for our Elsies River Office (as sent on the 23rd of February 2017) and the ID document of our Director Noelene Blekkenhorst (the account holder) as requested.

Kind regards,
Lucinda Holdridge
FAMSA Western Cape | Administrator
www.famsawc.org.za
[protected]@famsawc.org.za

From: [protected]@telkom.co.za [mailto:[protected]@telkom.co.za]
Sent: 20 March 2017 13:51
To: Administrator
Subject: RE: [[protected]]Cancellation of Telkom telephone line

Good day,
Kindly send a clear letterhead with clear instructions on what we need to do on the account and it must be accompanied by a copy of the account holder's Identity Document.
Regards,
Telkom

From: Administrator [mailto:[protected]@famsawc.org.za]
Sent: 23 February 2017 12:37:00 PM (GMT+2)
To: [protected]@telkom.co.za
Subject: Cancellation of Telkom telephone line
Attachments:

Good Day Telkom,

Please see attached letter of cancelation of one of our Telkom lines, namely [protected] on or by the 28th February 2017. For further details, please see attached letter.

Kind regards,
Lucinda Holdridge
FAMSA Western Cape | Administrator

22 February 2017
FAMSA Western Cape
9 Bowden Rd
Observatory
7925
Tel: [protected]
Email: [protected]@famsawc.org.za

I Noelene Blekkenhorst (I.D. [protected]), Director at FAMSA Western Cape, Hereby give notice for the cancellation of the following Telkom line; [protected], located at FAMSA Elsies River to be disconnected by the 28th February 2017. For reference the account number is; [protected]. Could you please leave a message on the line to contact the FAMSA Observatory Office on [protected].

Kind regards,
Noelene Blekkenhorst | Director
www.famsawc.org.za
[protected]@famsawc.org.za

Please can you assist me with the query below.

Consultant Mluleki Ntombela has explained the below, he advised me that this was escalated to higher management.

I have applied for the July wifi deal last year 2016 for the 5gig data + router for R99pm.

I have taken 2 of those specials, 5gig at R99, So 2 routers was received.

I was given my routers but the sim cards only had 500mb loaded on each. The consultant made an error loading me the wrong deal on the sim.

When I had consulted with Mluleki, he has given me reference numbers upon references stating he logged a call and service desk will rectify.

Its been over one year now, my account has been debited for R198.00 pm for both my routers but my 5gig data has not been loaded.

Please see below emails from consultant advising me this was escalated.

From: Mluleki Ntombela (MM) [mailto:[protected]@telkom.co.za]
Sent: 11 August 2017 09:59 AM
To: Faheeza Ebrahim
Subject: RE: Query - [protected]

Good morning Faheeza

I trust you are well.

I can confirm that I did have a conversation with my manager yesterday to try and get this matter resolved via getting you a refund for the duration of the contract where you did not make use of the service & also provide you with 5GB for the next 12 months in the old deal you had applied for.

An email was sent to the relevant people and they advised that we create a case (Ref – [protected]) and escalate it so that we can try and get the deal for you loaded. Once they get back to us with a resolution to this matter, I will then action it & get back to you immediately.

As I promised yesterday I will keep providing you with feedback.

Mluleki Ntombela
Sales Agent
Gateway Direct Store
1 Palm Blvd
Umhlanga Ridge
4319

From: Faheeza Ebrahim
Sent: 15 August 2017 08:59 AM
To: '[protected]@telkom.co.za'
Subject: Query - [protected] - F Ebrahim -Telkom
Importance: High

Good day,

Please can you assist me with the query below.

I am not sure if the consultant Mluleki Ntombela has explained the below, he advised me that this was escalated to higher management.

I have applied for the July wifi deal last year 2016 for the 5gig data + router for R99pm.

I have taken 2 of those specials, 5gig at R99, So 2 routers was received.

I was given my routers but the sim cards only had 500mb loaded on each. The consultant made an error loading me the wrong deal on the sim.

When I had consulted with Mluleki, he has given me reference numbers upon references stating he logged a call and service desk will rectify.

Its been over one year now, my account has been debited for R198.00 pm for both my routers but my 5gig data has not been loaded.

Please see below emails from consultant advising me this was escalated.

Good day,
The following question was asked:
About 8 months ago I went to telkom Westwood mall to apply for unlimited data, the lady who assisted me said our area does not have coverage at that stage, she however put us on waiting list and promised that as soon as there is coverage we will be contacted. So she offer us a Wi-Fi deal for R699 and told us we can upgrade to unlimited data we wanted at a later stage. We waited but nothing. So we went back only to be told it's not possible. Westwood told us we can cancel the contract and pay R800 cancellation fee. When we recently went to Pavalion we were told the cancellation will be R2000. We were given Zodwa Mkhwanazi's email address. We tried her mail box is full. The data we receiving are not sufficient we want unlimited data for our students. Please assist. My I'd number is [protected].

Contact

Our telephone lines went down on the 20th of September - We reported the fault on the 21st of September 2017 and as of today's date we are still without service with no indication from Telkom when the fault will be attended to?!
After several calls to Telkom and on speaking to a manager no-one has been appointed and until then nothing can be done.
I have emailed them, called them repeatedly (almost every day for a week), explained my situation (self employed), been into their Pavilion branch in Durban, shouted, pleaded for assistance but NOTHING!

The last time we had a major cable fault it took Telkom more than 9 months to sort out the problem.
- Telkom your service delivery sucks and your call centre is nothing short of a laugh, you are void of any face to face interaction and one of the main reasons we need another service provider to compete with you in the market. Any service is better than what you have to offer right now!

Seriously someone needs to take responsibility and sort out this problem as by the looks of things, it can only get worse.

I called the "faults"Line on 10210 on the 2nd Oct 2017 around 8 or 9 pm as my Internet was not working.The person in the Call Centre "tested" the line and told me that there was a "fault" in the Fibre Box and he would Log a fault and send a Technician.
In the morning I called again and asked for the Password to be reset as this is how the problem was solved the last time. I did this and the service was restored.
My problem is why do the Call Centre Agents not know what they are doing and why do they make up faults when there aren't any?Why was I not told to Reset the Password. The only reason I did not ask for the Password to be reset was because the Agent said there was a Fault that only could be repaired by a Technician.

Hi
On 01 Oct 2017 I have asked Telkom to explain the data usage for me. I have checked everything that everybody suggested (how many devices have access/reset pass word) but no-one can explain to me how 1 person who was not home could use the below data. I am willing to give my laptop to someone to see if they can find an answer to where the data was used in the times given below. I had no pending downloads, no pending updates. I have the 500gb night server and R99 bolt for streaming that I did not even get to use because all the data was used.

Service Type In/Out Start Time End Time Unit Actual Volume
Data Service MO [protected]:10:08 [protected]:07:45 bytes 4727718
Data Service MO [protected]:09:47 [protected]:07:45 bytes 755331
Data Service MO [protected]:09:46 [protected]:09:46 bytes 0
Data Service MO [protected]:09:16 [protected]:09:16 bytes 0
Data Service MO [protected]:05:16 [protected]:09:16 bytes 180260
Data Service MO [protected]:05:12 [protected]:09:16 bytes 9182
Data Service MO [protected]:05:12 [protected]:05:12 bytes 0
Data Service MO [protected]:04:36 [protected]:06:10 bytes [protected]
Data Service MO [protected]:58:17 [protected]:04:18 bytes 152058
Data Service MO [protected]:17:35 [protected]:04:16 bytes [protected]
Data Service MO [protected]:21:44 [protected]:04:16 bytes 7048
Data Service MO [protected]:21:35 [protected]:46:53 bytes [protected]
Data Service MO [protected]:12:33 [protected]:21:17 bytes 6990
Data Service MO [protected]:12:27 [protected]:21:14 bytes [protected]
Data Service MO [protected]:42:03 [protected]:12:26 bytes 7174
Data Service MO [protected]:41:54 [protected]:12:25 bytes [protected]
Data Service MO [protected]:38:58 [protected]:40:37 bytes 7135
Data Service MO [protected]:37:34 [protected]:40:37 bytes 11610
Data Service MO [protected]:34:15 [protected]:40:38 bytes 617639
Data Service MO [protected]:32:27 [protected]:40:38 bytes 7214
Data Service MO [protected]:31:55 [protected]:40:36 bytes [protected]
Data Service MO [protected]:29:28 [protected]:31:10 bytes 156062
Data Service MO [protected]:19:56 [protected]:31:09 bytes 14184
Data Service MO [protected]:19:50 [protected]:31:09 bytes 881874
Data Service MO [protected]:18:53 [protected]:18:53 bytes 0
Data Service MO [protected]:17:53 [protected]:18:57 bytes 6176
Data Service MO [protected]:17:44 [protected]:18:58 bytes 166296

My parents are elderly with my mom being confined to her bed. My dad is 85 and if something happens to them they need to use their Telkom line for emergencies as you are well aware the elderly people don't like to use or know the technology of a cellphone. Their Telkom line is faulty now for more than a month. Every time my dad phones Telkom there is a new excuse. Well, I think Telkom ill treat the elderly people who can't fend for themselves. I am just fed-up with this service which they pay every month but doesn't get any service. I hereby request that somebody phone my dad on his mobile [protected] urgently or myself on [protected]. The excuses are getting ridiculous now and we need that line repaired ASAP. I have a doctor certificate which I can forward stating that my mom is very sick and was hospitalized for more than a month earlier this year. So this needs to be sorted out ASAP. Thanks Marie Nolan

My Mom's telephone line was moved to her new residence. First complaint is that she did not get her old telephone number [protected] but a new number was allocated to her [protected]. Second complaint is that the application was done online and according to your offer on the Telkom invoice, a cordless telephone was supposed to be have been given to her free of charge which was NOT done.

Thus, please attend to these 2 complaints viz. Allocate her old number to her and give her a cordless phone free of charge

The monkeys run along the telephone line from the pole to my house. This resulted in the line coming partially loose from the pole. It is now hanging in a loop, about 1 meter from the ground and can anytime break off completely.
1.I have reported this to Telkom on 19/062017 (no reference no given, was cut off)
2. Reported again on 22/6/2017 (reference no 22676)
3. Reported again on 18/8/2017 ( reference no [protected])
It was extremely difficult to get the person from Telkom to understand what the problem is during all three calls.
It is now 30/09/2017 and I have had no success in solving this problem.
Kindly advise who I can contact who would be able to assist me.

Contact no [protected]
[protected]

Mr. Izak Delport

Good day

I am so in disgust with Telkom and there failing service.
On the 08 September 2017, i had an ADSL line installed of which i also took out a home internet package 10mg line uncapped deal which amounted to R799.

The technician that did the installation only known as Salie came and installed the line this was on a Friday, and since then we have been receiving endless problems, where the line was not syncing correctly, and when there was connection it would drop tremendously after every 30mins. He then came out again and advised that its an issue with my ISP who at the time was Telkom, i then changed my ISP and the same thing happened. I was then advised by my current ISP that i should log a fault with Telkom as the fault is with the cables.

Today 28 September 2017, a guy by the name of Ronald came out from Telkom to check the line and what he advised amazed me. So the previous guy that came out did not do his job properly, he connect old cables which shouldn't be in use with new cables, hence, the reason why the line was not syncing correctly and yet the Salie guy insisted that it was the ISP.

There has been so much calls and emails back and forth to Telkom with no avail and then at the end of the day it's their fault. Salie was suppose to come out today as the technician Ronald advised that he cannot do anything on the line as the line is not older the 30days. When contacting Salie he advised that he is too busy and that he is off tomorrow and won't be able to assist.

Is this what a big company such as Telkom does to their customers its appalling. Myself and my partner are really disgusted and yet the issue is not resolved. When this issue will be resolved i really don't know.

Telkom was so quick to take my money but then at the end of the day failed to provide the service which was offered.

I really need my line to be sorted out and that i get compensated for the time i did not have any service which was sold to me. I will be taking this further if my request is not met.

Sincerely,
Zayn Vogel

So Telkom, i have been with Telkom for 2 years after battling with them regarding billing issues that time i left them and now after some encouragement from my fiance i went back. 2 months in at Telkom Mobile and again billing is far over the amount it should be. First month August 2017 telkom charged me R400 extra on my account before deduction it was sorted but they do not know how come there is an extra add on bundle. USELESS but now Sept 2017 and again R349 extra for an add on bundle that i loggend a case on the 1st of Sept 2017 Ref: [protected] and now 28th of Sept 2017 no answer from them and my account will be debited with R349 more then it should be. Some people like myself arr getting married and working of a budget now i must cut on a few things every month to pay for something i dod not ask for. This is daylight robbery. To be honest i am fed up seems that when you late for paying your account they send you legal papers but they can not sort a simple add on bundle out that is not suppose to be on my account. I do not even use that data bundle for crying out loud. Please wake up Telkom back office because this can not carry on and i WILL seek legal advice regarding this account with you. And or i will give my cellphone back and the contract can fly out of the window. You guys at Telkom do not deserve any stars at all.

Herewith attached signed cancellation request dated 28/11/2016 - Case: [protected]

I have received an sms on the 29/11/16 from Telkom that I have interacted with Baleseng at the Springs store and
a second follow up sms on the 10/01/17 from Telkom that I have logged another query with regards to my cancellation
with Mari at the Springs store, who confirmed that the cancellation form was received and that the service will be
cancelled but to my dismay and several other calls and emails, my service is still not cancelled and my account
is still being debited on a monthly basis?

A further call and email was forwarded to Nonsikelelo Shabalala on the 06/04/17 with no response or cancellation?
I have been send from pillar to post with no success and really think the service I have received from Telkom is outrageous
to say the least!

I trust that this time somebody at Telkom will actually do their job and cancel my contract with immediate effect and
confirm same to me in writing!
Further to this you had the audacity to submit this to the credit bureau as if I'm in arrears and badly effected my credit score. I expect Telkom to rectify this by immediate removal from all credit bureau's and confirm same to myself.
Trust that I will now get some response from Telkom!

Regards
A M Jansen van Vuuren

I have been a customer for many years, last year I took out a data contract with Telkom Mobile. On the contract I signed I specified the amount that should be debited from my bank account. At the time of sale I also expressly informed the agent that this is the debit order mandate that I authorise and it should not exceed this amount (the amount being the amount of the contract only). In August I called in to lay a complaint as I noticed my bill was sitting at R500, the agent Thabiso ([protected]) was useless. I received no follow up call for my complaint even though I was told I will get feedback within 72 hours. When calling back another lady answered saying they tried to call me and they can't help me because I had to call in and set a maximum spend limit because these are Telkom's rules. I went to the Telkom store on a Friday afternoon, a few weeks later and they requested someone call me, I expressly told Nokwabe (I think that was her name) to get her manager to call me back on the Monday because she told me that no manager/supervisor worked over the weekend. I waited till Wednesday however I received no call. I call Telkom directly and spoke to the Compliance Officer who said she would pass on my complaint and to date I still have not been called back. The most frustrating part is that everyone seems to tell me that I needed to call in to restrict my data line because they aren't able to set it at time of sale. This rule that everyone keeps referring to only became effective in November last year, the data contract was taken out in July when the rule was not effective and neither does it state on this particular contract that a spend limit is set at R500. As mentioned before I have been a customer with Telkom for years and I still hold (ALL) signed contracts that I received at time of sale. So I am honestly tired of hearing this sad excuse you guys are using, this needs to be fixed and I should not be debited this extra R500 that I did not authorised at the time of signing the contract!

Hi

I have a case number which is : [protected] which hasn't been resolved since January . I called the customer many times and i get the same feedback your case is closed which I wasn't told off and my case is still unresolved, I then got a team leader his Name : Percy Mxolisis Ndlovu of whom i have countless emails with him of which he asked for a week to fix my thing 3months ago and still he hasn't fixed it. Every week i ask for an update and he doesn't reply to my emails .

I have been overcharged by Telkom for 10months now and they haven't fixed this problem they leaving me with no other option but to stop paying their account as I have tried to fix this and nothing has been done on their side.

Good day

I am displeased with the manner that we have to part due to the fact that I have submitted two requests to stop the month to month contract 20Gigs freeme that I have with you, I have received an invoice for account no [protected] (eft ref no [protected]) that I should pay R599 even though I had requested you to stop and have not used your telkom subscription this month. should this money be deducted from my account without my permission, I will be force to take this matter up this the relevant Authorities,
I hope and trust that my complaint will be taken into consideration and addressed
kindly assist please

Telkom says 200GB day and 200GB night is only for new contracts.
I am paying the same rate but i get 100GB day and 100GB night. This is unfair billing practice and I intend to take it further. Bias not treating people equally. I regret taking a contract with a bias company. I am vexed.
Give me a ref number because I want to take this complaint of bias unfair billing practices further. Sies
I am disgusted. Ntla