Telkom SA SOC
reviews and complaints

date of incident: 08/03/2018
client nr: [protected]

on the 8th of march 2018 an incorrect device, Huawei b315 (device nr [protected] on the account) has being delivered, that was never being order. the device that was originally order is the Huawei mifi router the march 2018 deal that has never arrived here as promised. after so many calls and promises that the collection will take place it hasn't take place still sitting that device in my save. it has being charged on my account and I haven't order it. so many agents promise that the collection will take place and it is almost 2months.
solution: will you please correctify my account and arranged for collection.
the local Telkom branch in Worcester mountain mill mall advised that I go to the ombudsman or to the paper they cant do anything about this situation anymore.

Good day

I reported a fault on the 5th of March 2018 regarding my telkom land that is not working resulting in no Internet connection. On the 7th a technician was deployed establishing that the is a bulk fault effecting 71 other customers. It's 6 weeks later without a resolution. I follow up every 2 days by phoning the call centre whereby it takes no less than 15 minutes for them to answer. Each time I provide my landline number as well as fault number confirm my address and each time they state it's at the cabling department. I have asked for the cabling departments number which was given but which is incorrect if you dail. I have asked for an escalation department where they gave an email address. It's been two weeks and my email has not yet even been answered. I then tried the socialmedia team to see if I will get updates there, still the answer remains the same. Sorry for the inconvenience lookout for the technicians call. I have also been informed that I can go to Telkom provide my fault number anf they will provide me with a wireless router and sim for the interim which also seems to be untrue as I was informed there is no such thing and I need to take up an additional contract. I would just like to receive updates from a service provider which I pay on time monthly keeping me up to date on the progress and not follow up constantly. This is putting me out of pocket as I have to make of a cellphone to dail them, use data which was supposed to be part of a service I am paying for.

Regards
Sonica Koekemoer

Mrs S Jackson
19 Duncan Furguson Park
Skegness Road
Summerstand
PORT ELIZABETH 6001

Thursday, 01 March 2018

Telkom
SIMPHIWE e-mail: [protected]@telkom.co.za

Dear Simphiwe

Thank you for your assistance over the telephone yesterday.

Kindly note that it will be the THIRD time that I have to complete the Cancellation Form.

I do not seem to have received the Statement / Invoice for R506-48 as discussed telephonically yesterday. Please use the following e-mail address for my correspondence: sally.[protected]@gmail.com

CHANGE OF DATE FOR DEBIT ORDER PROCESSING: Please change the date of the debit order from the 15th of each month; to the 1st of each month, with immediate effect. This pertains only to the Internet/dongle (R139) and Free Me (R99). I notice that the Free Me deduction is stated as R106-28 on e-mailed statement dated 01 February. Why?

ADSL LINE

I received an SMS on 13/12/2017 under reference number 848544. confirming that the ADSL Service has been ceased, and that the resultant credits would be passed to my Telkom bill. This has not been done.

I also received two SMS's on 13/12/2017 referring to case numbers [protected] and [protected], also pertaining to credits due to me. This has not been done.

SUMMARY OF EVENTS - MRS S JACKSON & TELKOM, WALMER PARK

During October 2017 I decided to re-look at the amount of money being spent on cellphones, data and landline. At this point I was paying approx. R800 per month.

I went to the Telkom at Walmer Park and explained to three different consultants what I wanted to do. Based on their ''advice"I decided to:

LANDLINE NUMBER: [protected]
Cancel my existing land line ""package (at the time) : (Calls + R165 +R99)
Subscribe to the R250 per month option, with effect from 01-10-2017 (I am over 70 years of age). I pay this monthly in cash, at Pick n Pay.

INTERNET / DATA
Cancel my existing modem and internet service with 500MB free data per month
Signed a contract (No. [protected]) for the Huawei modem at R139 per month x24 (payable by Debit Order)

CELLPHONE
Signed a contract (no. [protected] start date 26/10/2017) for Free me 1 GB @ R99 per month x 24 (payable by Debit Order). I use my own handset.

DOCUMENTS SIGNED BY ME IN ORDER TO FACILITATE THE MIGRATION OF THE TELEPHONE SERVICE PACKAGE:

- first form completed: Consumer Request for Contract and Service Cancellation dated 2017-09-21
- second form completed: Consumer Contract and Service Cancellation/Retention Request Form dated 2017-09-21 with comment to Point 3 on the form: "Downgrade to normal telephone line. Cancel ADSL and Data".

I dealt mainly with TERTIUS, who let me sign a number of forms. He explained to me that I would be liable for a R200 fee to port my cellphone number from Vodacom to Telkom, the R99 for the Free Me package. and that I would also be liable for the R139 for the modem, plus a pro-rata amount of 5 days. Also on the modem. I understood this, and made provision for it in my bank account.

THE PROBLEM:

The billing has been incorrect since OCTOBER 2017. The necessary credits for the Internet Service and Modem have not been passed, as undertaken.

29/11/17 R658-10 502582678H TELEPHONE ACCOUNT
15/01/18 R759-42 TELEPHONE ACCOUNT
30/01/18 R180-62 502582678P TELEPHONE ACCOUNT
27/02/18 R506-42 502582678L TELEPHONE ACCOUNT

I refer to an account e-mailed to me by Simphiwe 01 February 2018, Account No. [protected]. Although this statement reflects various charges back to October 2017, I still find it very difficult to reconcile the account. I hereby request that a DETAILED Reconciliation reflecting all Debits and Credits for the period October 2017 to date be clearly shown, so I can reconcile my account and understand that what I have been charged for, is correct, and that any and all credits due to me have been passed.

I do not agree with the invoice dated 01-02-18 for R687.04. DO NOT DEDUCT FROM MY BANK ACCOUNT!

BECAUSE THIS MATTER HAS NOT BEEN ATTENDED TO PROPERLY BY TELKOM SINCE OCTOBER 2017, IT HAS ESCALATED INTO A MUCH BIGGER "PROBLEM THAN HAD IT BEEN RESOLVED IMMEDIATELY!

TELKOM MAY E-MAIL ANY CORRESPONDENCE TO ME AT: sally.[protected]@gmail.com HOWEVER, I STILL REQUIRE THAT A DETAILED ACCOUNT FOR THE INTERNET (R139) + FREE ME (R99) BE POSTED TO ME MONTHLY. AS WELL AS A SEPARATE ACCOUNT FOR MY LANDLINE USAGE.

Thank you

(Mrs) Sally Jackson

[protected]

REFERENCE NO'S: 848544, [protected], [protected] - MARCH TELEPHONE ACCOUNT STILL REFLECTS ADSL ETC. BEING DEDUCTED. FULL ACCOUNT ANALYSIS NOT YET RECEIVED AS AT 20 APRIL 2018.

My ADSL line stopped working on friday 16/03/2018. After reporting the problem there was a technician that came out the very next day, witch made me optimistic about telkom's service. He checked and said that there was a cable problem and the cable department would have to come out to fix it. We reported again on a social medea page and a Frank replied saying that they are still attending to the problem. Alas, my optimism was short lived, as the line is still down.
This is unacceptable. 35 days later and nothing has been done? How am i supposed to pay for a service that i am not receiving?

Vewysing [protected]; 159849282A; [protected]; [protected]; email na [protected]@telkom.co.za en [protected]@telkom.co.za en 3 besoeke aan die Telkom Hub in Retiefstraat Potchefstroom verwys. Die lyn is gekanselleer. Diens is beeindig op 30.9.2017, die rekening was R97.76 in krediet. Ons kry nog maandelikse rekeninge. Elke keer word daar onderneem om die aangeleentheid reg te stel en my terug te skakel sodat die bedrag van R97.76 aan ons vergoed kan word en die nul rekening staat vir ons geemail kan word. Ons versoek dat daar dringend aandag aan die rekening geskenk word. J J Kriek. [protected] [protected]@gmail.com

I was due for an upgrade, and did an applications 2 months ago for a laptop. Fisrtly i was told I did not do a upgrade application, although i have many messages to show i had been pre approved and consultants would call uptil this very day i haven't received a call back. I then approached numerous stores and they also had no information about me lodging an upgrade application. So eventually i did an application in store and up till this date I'm still awaiting the arrival of the product, I've visited numerous telkom stores in Durban and have heard the same story, we don't have stock, it's been 2 months, surely it cant take that long to get stock of something I put an order to 2 months ago. This is very bad on behalf of telokm part. You cannot expect customers to wait this long.

On 9 Nov 2017 I sent the correct documentation to service cancellation to cancel ALL my accounts. Received text on 12 Dec 2017 (ref.[protected]) confirming cancellation, however, phone remained connected. Informed Telkom cancelation by email and, as requested, resupplied relevant documents. Paid my final bill in December. Complained to service cancelation THREE times, and told them I had not used my landline since November 2017. Telkom still trying to bill me for the landline. It is Telkoms mistake, I have not used the service. I refuse to pay for Telkom inefficiency. Please advise ASAP

Hallo

Thank you very much for your caring e-mail. I am not using the data because there is not enough to use!

I am so dissapointed at telkom. If I could I would already have cancelled my contract but expensive lessons learned. I would never ever again take a contract with telkom.

Previously I was with Vodacom and the most I used in a month's time was 4GB. Now for example on the 5th of this month my data was used up? 10 GB? Impossible! and this happens every month!

It seems like all the nice stories about Telkom is just not true! If my cellphone contrack at telkom expires in a few months time I will also cancel my contract with Telkom and rather go where I can get a much better service because I am worh it!

Thank you for taking my payment promptly every month but I get nothing in return!

Just something to think about. Currently me and my friend is using his Vodacom wifi router and together we are not using more than 5gb per month! Something to think about!

Amanda de Klerk

Account number : [protected]

We have moved into a new location in June last year. I had a land line installed. It was working for a few months and stopped. technical support came after 3 months and repaired it and it was working for a week or so. Up until today the line is not working. I never had a call to my line for 5 months. Went to the telkom shop in mall of the South but they keep sending me to the online site that never seem to be working. This is unacceptable and ridiculous. I called to customers service but the waiting period took my airtime 3times already. Can someone please assist me with this useless service. I don't want a line I can't use. I will never recommend this stupid service to anyone. Please cancel this line and clear my bill because I am trying to cancel it for some time and Im getting a new bill for use of a line that is not working.

I went to telkom in Fourways Mall today and the woman working there was busy watching porn on her phone, she didn't even bother to turn it off or remove her earphones to assist me. She proceeded to ignore me and watch the porn on her phone, earphones still in place. When I asked her to turn it off as its in full sight and listen to your client, she was so rude, cursing and even showed me the finger as she ran to back. Her colleague, another woman didn't want to give me her name and just acted like this is normal what is going on. I managed to take a photo after I was passing the shop again, she was still busy doing same thing at work.
Please tell me how can I complain about her and Telkom service as they refused to give me her name or where to raise a complaint?

My Telkom Wifi contact ended Feb 2018, I submitted the signed cancellation formt at Mall at Reds in Centurion. And then beginning of February 2018 went back to Mall at Reds because got a statement that I owe a premium for March 2018. But my last premium had to be deducted 6th February 2018. Got case number [protected] and the billing consultant said I must email him at [protected]@telkom.co.za and will respond and assist with the fault. Because as he explained Telkom forgot to process the cancellation. therefore they requested another premium for March. Then they took the premium and I reversed the payment then I got a penalty fee to pay.

6th April I went to Forest Hill telkom and Blessing logged another inquiry because the above consultant closed the above inquiry without resolving the issue. The new inquiry number logged by Blessing is [protected], and she said she would call me to keep me updated and nothing at all. Then last week 14th April went back to Mall @ reds and the consultant said no one has touched the inquiry. I have been trying to call the billing department but no one answers - I cannot stay on the line for 20min with no answer

I was warned that Telkom will still take premiums from me after I followed the correct procedure for cancellations. I am furious and need help!

I have a 84 year old dad whose landline has been faulty since Sunday, 15 April. This after we saw Telkom people working in the area on Saturday, 14th April. I phoned to 10210 on Sunday, 15th April at 8h45 to log the fault. I spoke to Ncamsla who said she will log the call. When I called Monday morning to follow up, there was no call logged. Now every time I phone to follow up they tell me 48-72 hours to assign the call to a technician. And now they don't account for Sunday. Well it is now Wednesday evening, and I just check on the fault report on the Telkom website - still no technician. If anything medically happens to my father and he can phone, I will keep Telkom liable. I will also be writing to Argus Action. He can't use a cell phone. I spoke to the following persons, and nobody cares to escalate or go out their way to assist.
Monday - 16th April - Refilwe who told me there was no call logged. She gave me the following case nr: [protected]
Tuesday - 17th April - Andile who was going to escalate the matter.
Wednesday - 18th April - Phoned again. The matter was not escalated yesterday. Susanda will phone me back. I am still waiting.
Phoned again. Spoke to Thomas. Still no technician. No help. Please assist as I am at my wits end. You can contact me directly at [protected] or e-mail [protected]@aforbes.co.za Many thanks

I really do not understand why my speeds are slow when my contract states that i am on 4mbps uncapped ADSL

I cannot even get to 1mbps, i have logged faults which some how get resolved without any communication if my speeds are are in the right range. Right now im using an MTN 3G card because my Telkom ADSL speed wont even allow me to download an image on whatsapp!, I have screenshots of speedtests to prove my case.

All I need is a typed out proof of purchase that shows I pre ordered the Samsung Galaxy S9 before 15 March 2018. I've been bounced around between the Sales and Billing departments and no one can help me. I'm also waiting on a call back from two managers and surprise surprise I didn't get any calls. All I need is a proof of purchase but you'd swear I'm asking for the moon and stars.

Telkom keeps over deducting my account with an extra R500.00, the contact I signed was for a monthly deduction of R699.00.
I keep calling the call centre and the agents are not very helpful with my enquiry. I have asked on numerous occasions for the extra R500.00 Internet/data to be removed and cancelled from my profile, but my request is just ignored each and every month.

My account was deducted with R1214.08 this month, March 2018 and it's honestly ridiculous. I need my account to be corrected and the over deductions to be paid back to me.

Telkom is one of the worst Service providers I've ever come across.

I am the project manager for the De Plattekloof Lifestyle Estate in Cape Town. There is an old redundant Telkom line on the adjacent property, owned buy the City of Cape Town, that is obscuring our views. There are probably 50 residents affected by this line that is not operational anymore.

I have been attempting to get the line removed since 15 November 2017. I have discussed the matter with Telkom officials, I have sent emails and sent messages on Telkom's Facebook page. Incidents were logged and reference numbers (47266) issued.

I have been promised that technicians will contact me but nobody has ever phoned.

I have been informed that my request has been handed to Networks and Planning but still no feedback since 5 December.

Our address is 55 Olienhout avenue Plattekloof, Cape Town and the poles and lines are on the City's Water Reservoir site in Plattekloof.

I really need some action now and want to meet the right Telkom official on site before the end of the week!

Regards

Gerhard Freyer
[protected]

I

Telkom se diens is regtig beroerd. My geduld is op! Ek het my telefoon lyn en ADSL (NETGEAR) gerapporteer as foutief n maand terug en nogsteeds geen hulp van Telkom en is nog sonder my ADSL/internet en WiFi. As jy n sekere hoeveelheid gig n maand kry en jy gebruik dit nie verval dit anders vereis Telkom dat jy hulle skakel en heeldag aanhou en afgesny word en weer bel...en so hou dit aan en aan, om vergoeding te kry vir die gigs wat nie jou fout is nie.
Die TWEEDE Fout nr: [protected] was verkry op 3 April 2018 en ek het verskeie kere navraag gedoen by Telkom en hulle se hulle wag vir n kabel tegnikus om die fout te herstel.
Vanaf n maand wat die probleem bestaan het ons ook drie afsponderlike sms'se ontvang wat lees asvolg:
"Dear Customer, please note that the network outage in your area has been solved"(23, 26, 30 Maart). Julle weet nie waarvan julle praat nie, want niks is nog herstel nie. My adres het ook al 10jaar terug verander wat nou nog nie reggestel is nie.
Gee asseblief versekering oor wanneer die probleem herstel gaan word en sorteer die gig's vergoeding uit sonder dat n mens n 100 moet skakel daarvoor.

Telkom is baie vinnig om geld te verhaal van jou rekening vir maandelikse betaling van hul diens maarcwaneer dit kom by herstelwerk kan dit hul maande vat.

Hoekom moet ek skakel om vergoed te word vir my gigs wat ek verloor aangesien Telkom nie my lyn kan herstel nie.

Hellopeter
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Telkom are thefts and committing fraud
A review of Telkom by Cameron N on 17 Apr 2018
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Telkom are thefts and committing fraud
Telkom went and installed a fixed line and internet at a place that I was not living at and I wasn't even in South Africa at the time. I got back to S.A for them to say that they are handing me over for not paying the bill. How the hell can they just go to any house and install a line without asking for the correct person, documentation or even signature. Yes I did order a fixed line and internet connection. But after waiting 5months or more for them to come and install it. I called and cancelled the installation as i had to Leave to overseas to work and I have the reference number and dispute numbers from the time of cancellation. Yet they still went and installed the modem and phone in a place that I no longer lived at for some time.

So that means anyone that has my details can phone and order something and telkom would just go and give it to them without proper verification, without asking for a copy of and I.D on the account holders name. This is fraud. They have installed something for someone else free of charge and I need to pay for something that I never authorise to be fitted and now I have to pay for it.

I am taking this to the media and have handed all the concerning documents to my attorney to sue them because they are harassing me and my family.

I am 26years old. I'm not married and have no children. I have no accounts and do not mind paying for it. But I have being out of this country for just over 3 years and I have never given telkom or anyone else permission to install anything, anywhere.

On the 29th of November 2017 i cancelled my landline I completed the form faxed it @14:54 and emailed it as well and recieved the confirmation email @14:09. The line was not cancelled but my line was disconnected on the 30th of November 2017 I phoned telkom on 3rd of January 2018 spoke to Clarissa who said that it would be sorted. Then again phoned on 20 January at 08:00 reference no. [protected] then again on 27 January at 10:45 ref no. [protected] and I also emailed a copy of my id to [protected]@telkom.co.za. The telkom cable was stolen in Primrose and no phones was working but still my line is not cancelled and still i was getting billed, even the technition that disconnected the line phoned them. Again 15 March ref no. [protected] and 29 March ref no.[protected] and [protected] then I applied for mobile contracts and am being credit vetted due to thier lack of service ref no. [protected], [protected] and 2262084. Again 27 April ref no [protected]. Still waiting for the line to be cancelled and my 2 contracts to be approved this service is uneceptable. I think I did more than my fare share to cancell and its costing me time and money and a lot in bank charges. Number that needed to be cancelled is [protected].

Good day

Please see attached my ID and Customer contract and service document.

I have requested the call center to contact me in Feb to upgrade me to the FEB PROMO package which is the 40G package for R369 per month on the 1st of March.

So, I received a new router and simcard, and the consultant informed me over the phone I am only 14 months into my contract, but I do qualify for an upgrade.
He informed me that the sim card will take 2 days to activate (Which is incorrect information provided)
I then waited 2 days, unplugged my old router as they informed me that the old simcard is deactivated and I should just plug in my new router and I'll be good to go.

Now Telkom has debited my account for BOTH accounts which is unacceptable, as it is not my fault, and I did not budget for 2 accounts. Instead of upgrading my account, they created a new line.

Unless you have proof that I used the 10G old package data, I want my money refunded as this is pathetic service. I deal with Openserve every day and even they have better customer service then Telkom call center.
I need contract [protected] to be cancelled with immediate effect.