Telkom SA SOC
reviews and complaints

Quite some time ago I took out a modem and sim contract with Telkom Mobile, that contract expired October 2016. Since then Telkom Mobile keeps debiting my account at random intervals.

I have gone in to the branch at least 3 times, each time I'm advised they can't cancel the contract since there's is nothing under my name. I have spoken to your billing department on various occasions, with absolutely no luck, simply confirmation that I don't have an existing account.

The initial contract was R 59 p/month, but my account has fraudulently been debit with the follow (including relevant debit references)
30.11.2016 - R102.81 - Telkommobi [protected]
30.12.2016 -R39-Telkommobi [protected]
31.03.2017 -R117-Telkommobi [protected]
31.05.2017 -R78-Telkommobi [protected]
15.08.2017-R117-Telkommobi 501023783o170815 - Disputed this with my bank, and it was just debited again later in the month on 25.08.2017 -R117-Telkommobi 501023783i170825
16.11.2017-R234-Telkommobi 501023783e171116

According to my records Telkom Mobile has fraudulently debited R687.81, and I have no way of stopping this. Can't cancel the account because it doesn't exist. Can't block from my bank, because they'll just use a different reference. And the amount seems to just increase sporadically. Telkom Mobile are nothing less than thieves! If this money doesn't get paid back, and/ or any further debit occurs, I will be opening a case of theft at SAPS.

My contract was cancelled on 21 Dec 2015 & Telkom continued to debit my account. 1st query was made on 30/8/2016 @ 14h23 and Zama confirmed that old contract was cancelled. Ref [protected], call made 26 Oct '17 @ 09h11 Charlene, confirmed that the billing dept needs to refer the matter to the cancellations dept, with a TAT of 7-14 working days. Contract numbers in question [protected] & [protected]. On the 30 Oct '17 @ 12h01 Bianca, in the accounts dept confirmed that she needs to refer the matter back to the billing dept & their TAT is 2-72 hrs. needs to refer the matter the the accounts dept. My contract has been cancelled but the debit order is still going through my account. The matter will take 7-14 working days. 09 Nov '17 @ 11h55, Cleo confirmed that Telkom will refund my account with a total of R1, 764-00 within 5-10 working days. On the 10 Nov '17 my case was closed, notification by sms, with no credit to my account. 23 Nov '17 @ 12h30 Dimakatso confirmed that she would get her manager, Masilo to return my call the same day and has failed to do so. 27 Nov '17 @ 16h18 called Mdudusi & requested to speak with his manager. He kept me holding on the line for 39:16, waiting for his manager, disconnected the line just before knock off time @ about 16h58. No attempt whatsoever was made to reconnect the call or message me. Today after trying to now escalate the matter to the Regional Customer Care line [protected], this number is incorrect. Now as is becoming apparent, this matter is becoming a full time job with absolute no response or care from Telkom. I'm beginning to wonder is the time, trouble & effort worth the R1, 764? What does one need to do to get a response? What has happened to my money if the case was closed? Who's account was credited? Do I get compensated for the inconvenience of being out of pocket for 2 years? Do I get some form of gesture of goodwill for practising some form of patience, I mean seriously, how patient, does one have to be to wait 2 years for a query to be resolved? It's sad how people in a "Service Industry" don't know the 1st thing about service...I'll now sit back & wait, who knows, maybe Christmas might come early. Nothing wrong in wishful thinking. To think that I moved from Vodacom to Telkom, no better.

Reference Number FAULT 32CTK241117 Reported at 07:05 am on the 24th of November 2017
Telkom, this is really unacceptable that the service is still not working and it seems that incompetent people are working on this fault issue.
This fault was reported early on Friday morning 07:05 am and a technician was only assigned to this after 17:00 pm on Friday. Therefore no one worked on this issue further, leaving a whole lot of users without internet on the weekend. Seeing that it was a stolen cable and a large area affected.
Let me tell you, I have the option to work from home as my work offices are located in Bryanston. Without internet I am unable to do any work and have to drive through traffic and a distance to be able to do any work.
This is getting to a stage where I want to stop my service and find a provider that have competent people working for them, then this issue would have been fixed before the weekend.
PLEASE ASSIGN SOMEONE COMPETENT TO THIS MATTER! In this day and age stolen cables are not an excuse anymore and surely should not take days on end!

I filled out an order phone for a data deal being offered for November, received an email saying I would be contacted and then an email saying I couldn't be reached. Even though I was not called or emailed. Tried to call them myself to follow up with the order but just held on for over half an hour each time I called. Still no response. I'm pretty sure that I'll get another email saying I couldn't be reached but of course it will be too late as the November offers would have expired. Poor service.

See Attached letter

Telkom
Accounts Division
61 Oak Avenue
Centurion
0157

RE: Account No. [protected] Mr. A J Meiring

15 October 2017.

Dear Telkom I hereby wish to inform you that I have been unemployed since 30 October 2016, but I tried to pay the above account with my savings and credit card.
However since end of August 2017 I have not been able to pay the account and it was subsequently suspended by Telkom.
I then got a pay as u go sim from Shelly Centre office and used this sim until 26 September 2017 at 14H41 when my vehicle was broken into in brought daylight in the centre of town in Umthatha, I reported it to the Saps and the following was stolen.

Report details
Case No. Cas 304/9/2017 Madeira Police Station Umthatha.
Investigating officer Capt. M. Booi Tel [protected].

Stolen items
Samsung laptop in black carry case. Huawei Router Ser. No G5JK14104000142 and 3 x memory sticks. Eskom and personal documents.

Access was gained by breaking the passenger door lock.

I wish to know why Telkom was charging me an extra R139 from May 2017 without my consent.
You also failed to send me any invoices or statements. I had to ask for these from your Shelly Beach offices.

As per my calculation my account balance should be August 2017 R199.00
September 2017 R199.00 But the account was suspended from September without any notification to me either by phone or e mail.
Thus all I should owe Telkom is R199.00. For August 2017.

I further request Telkom to cancel the contract on account No. [protected] as from 1 September 2017 as I no longer have the sim and the router was not on contract as it had been paid off in October 2016.

Please cancel this contract for data bundle and correct my account balance so I could make the final payment.

Thank You
Kind Regards

Dries Meiring
Box 38941
Port Edward 4295
Cell [protected]

I requested that my Telkom services be cancelled as I now have fibre installed. This was requested on 19/10/2017 and my case number is TIN1979408:7822450
I was sent a new bill for R466.75 which I paid to avoid being handed over for something that is not my mistake.
I am now paying for a service I do not use at all and would like to be refunded my monies "over-paid"

Hi
I have called three times today to upgrade my contract to the online deals advertised today. I stayed on hold for ages with no answer. I'm very annoyed as to no one can take my call. I go to the Westwood mall branch and they say that can't assist me.they have made me call the call centre again. Sa me story. I held on for 20 mins and no help at all.

I'm very frustrated by this.

How hard is it to get assistance for an upgrade

Plz can someone contact me
[protected]

Today is November 24th, 2017.
My Telkom account number is [protected].
I am trying to cancel my service as I am leaving the country and will no longer be paying my account.

In the interests of making this happen:

I have followed all the cancellation instructions to the letter:
I have filled out and signed the required cancellation form.
I have included my ID.
I have written a very clear and detailed email.
I have emailed all of this to [protected]@telkom.co.za
BUT THE EMAIL IS RETURNED BECAUSE THE MAILBOX IS FULL!

When I managed to get through to the Telkom "help" line I explained what I had done and that I needed to cancel my service as I was leaving the country. I was very clear in what I had done and what had transpired.

After holding on for close to an hour, I got through to Telkom. The lady on the "help" line took my personal information (twice). I explained in detail what I was trying to do and that I couldn't send in my cancellation form as the email address given was returning my email due to it being full. The lady then asked if I had a pen and paper handy. I said yes...and she proceeded to clearly spell out the email address I had just minutes earlier explained was returning emails as it was FULL.

I then asked if she could personally help with my cancellation, but she explained that I had to send my cancellation to the email address she had just given me. I explained...oh never mind.

WHAT NOW?

Complaint sent on behalf of my son : -

[removed].. I had 2 lines, one currently in Glenhills, Durban, and a second one I had transferred from Postmasburg to Jakkalsdraai St, Richards Bay. My line in Postmasburg was cancelled immediately when I asked, and the Richards Bay Line was installed on 23rd October by an S Govender. To date, the line installation has not been finalised. I am still sitting without a line. I was told that TELKOM had run out of cables. Have you ever heard such a sorry excuse? We phone and phone, make contact on the Telkom Facebook page, only to be told every time that the call is escalated. How long does it take to escalate a call? Either the staff is inefficient, or Telkom cannot afford to buy the cable to finish the installation? How about I make a deal with you. You give me the cable, maybe I can do my own installation? Guys I need my line installed and activated. This service is very poor. What Telkom seems to forget is that us, the customers, are the reason you have a job. We contribute to your monthly salaries, and yet it does not seem to phase you at all. How are you expecting to get a larger clientele base if your services are so crap? I have been waiting now a month.. I would sincerely appreciate a decent answer instead of been told the matter is been escalated. I trust I will get a reply to this email.

I had a month to month data contract with Telkom and tried to cancel this contract on the 1 December 2016. I went to the Telkom store in Rosebank and filled out their cancellation form. Subsequently, from then I went to a number of Telkom stores, called the Telkom call centre number and sent emails to ask if this contract was cancelled. Telkom however would never respond and continued to send me invoices on a monthly basis. When calling the Telkom cancellation department I continued to get the same response, which is to send an email with an attachment of the cancellation form and someone will get back to me. The only problem is that no one ever got back to me and my contract remained active, with Telkom invoicing me on a monthly basis. From the time I cancelled the contract, my account was fully paid up. I am assuming that the Telkom staff are so incompetent that they cannot cancel a contract or they are a bunch of criminals who refuse to cancel my contract. This is surely against the consumer protection act and amounts to extortion. Telkom has subsequently handed my details over to a debt collection agency called MBD - Transaction Capital Recoveries. For a number of months I have been harassed by this agency with multiple sms's and calls stating that I owe Telkom money. I continue to send this agency proof of the cancellation documentation and chain of emails as to why I do not owe Telkom money. This agency however do not care to look at their emails and different people call to deal with the same case, which means that I have to re-explain the situation over and over again. Their staff are rude and do not care to listen to my explanation. It seems as if their staff salary is commission based and based on their debt recoveries. They do not care about the customer side of the story. Their staff are also completely incompetent and do not speak coherently. I do not have much hope with getting this resolved, but hopefully someone who reads this will think twice before signing any form of contact with Telkom.

I hereby complain about the lack of service from your company. We phoned advising that payment was made on cell phone account and provided proof of payment to 2 of the line managers of your customer services call centre. First we were told once we provided proof of payment the account will be unblocked. Recently we were told that we have to wait 7 to 14 working days for the account to be unblocked. This is the worst service ever received from a company dealing with mobile contracts. The phone line is still suspended eventhough payment was made on 15 November 2017. Can someone competent enough please assist and contact me on [protected] to resolve this matter urgently and amicably. Furthermore how can you not be able to cancel a debit order when advised that your client would prefer to pay via eft payments monthly as a result of him changing banks. Also please note that this matter was also discussed more than 3 months ago and the request was then put to yourself with a simple suģgestion that an instruction be given to the back office regarding the cancellation of the debit order. Due to the change in banks the debit order was returned and your company charged me a fee of R200 per month everytime the devit order returned. This now caused the account from which the debit order was done to be in ovderdraft as the bank has also charged me costs to the amount of R115 per time you tried to put the debit order through. This resulted in me now having to pay R315 per month extra on this account and I cannot even use my phone. What type of service is this? I am glad to advise in advance that once my account is up for renewal I will definitely not renew same. I would prefer that either the Managing Director or the Director from Telkom handle this matter and personally contact me on the number goven. Kind regards Pieter Kruger.

My name is Sidwell Buthelezi. I took a two year contract that offered two cellphones with Telkom SA. I paid the contract for two years. When the contract lapsed, Telkom continued to deduct my money. When I called them asking them about why they are deducting when the contract has lapsed, they told me that I was supposed to inform them that I am no longer interested in the contract. I was shell shocked. I then went to Telkom branch at Maponya and ultimately terminated the unlawful deductions from Telkom.
I am surprised that I am still owing Telkom the money. I have been inundated with calls and text messages from Telkom
Please help me to sort out this problem.
My contact number is [protected]

Dear Telkom
I cancelled my data account in August 2017, to date my account has not been cancelled and I have not received a final settlement invoice as requested.

I have spoken to over 10 people to sort this issue out & have even gone into my nearest telkom branch, with no success. I have even put a complaint on hello peter & no one has got back to me.

The last person I spoke to 3 weeks ago once again has not come back to me after sending numerous emails. When you ready to sort this issue out please let me know, please also note that I am have not been using this device since my cancellation & will not be paying for any bills after my cancellation was done.

Thanking you
Regards
Shaye

Spoke to an agent to settle and close acc. EFT was done and was assured debit order was cancelled. A couple days later debit order went off for same amount. I reversed it with my bank as amount was paid. Telkom have been doing direct debits to get this money again. I sent in bank statements to show what happened and consultant won't help. Blocked the amount with the bank and now Telkom have run 2 debits totalling the R241. It's the principle, I have paid the money, so why should I let them get away with theft? The consultant says they paid back the money to me, but I need to find it, they don't have to prove when or how it was paid back.

In the month of July 2017 i was charged a penalty by telkom including my normal debit order which i understood because in the month of June the debit order was not successful, now telkom debited the amount and went again in the same month to debit the same amount, even though the debit was successful, i then called telkom to advise of what they did and told them i'll reverse the latest debit they made as they have alreay recieved the original debit my lines were restored and life moved on, now in the month of November 2017 i get my statement showing me my normal installment plus the amount which was reversed in july, i then called on the 4th of november to explain and was told by Tandanani i should not worry it will be sorted, on the 13th of November 2017 i receieved ansms that my lines were suspended even with the assurance i recieved from the agent they still cut my line, i have spoken to 5 more agents ever since then to sort out, was promised a call by a manager nothing till this date, have sent mails with no responses, now what i want my lines to be opened and recieved credit for all the lost business because of the disruption in service this is my last attempt after this i'm taking this higher

The number in question is [protected]

The number is under Telkom business mobile 24 month contract which started on 07 December 2015.

Apparently according to the Telkom system, the contract is now ending in March 2018. This is making the 24 month contract to be a 27 month contract.

I have had numerous calls to the call center from September 2017 and they are unable to find a copy of the contract so that this can be verified.

Please help!

I have a contract with telkom from sep 2016, its a two year contract for a huawei p9lite mobile. Never have I had any problem with them debiting my acc prior to my confirmed pay day which is the 25th.

I just recently received msg from them stating that they will debit my acc on the 24th.

Dear telkom mobile customer, your account [protected] will be debited on 2017-11-24 with the amount of r365.00. For queries, contact 081 180.

I call the customer helpline and a tumi says she cant change it, I then requested to speak to a manager and samantha smith answered the line and said 'I am not the only telkom client that got affected, telkom went as far as notifying me hence that should be fine! She at some stage asked me what does her surname has to do with the query I had' since she was not providing efficient service and solution... Telkom has the worse escalation managers and service.

I did not select the 24th on my contract and should they still debit my account, they will refund me for the bank charges that I will occur!

This is a complaint 1 year in the making.
I have been struggling for an ENTIRE year to get this sorted out with little to NO assistance.

Please can someone who is capable of assisting me contact me back - though I honestly have very little hope at this point.

The service I have received from most of the individuals i have dealt with is shocking and unhelpful

landline in question [protected]
Cell number [protected]
[protected]@gmail.com

Good day

My prepaid number [protected] was double billed as it owed an amount of R416.00
We recharged a R220.00 and R100.00 vouchers and still owe R96.00
I have called customer line 10210 from 26 Oct 2017 and followed up on 7 Nov 2017 but there is still no resolution to my query. I am still cannot make calls and that is very inconvenient as my child depends on the landline. She has to inform us when she gets home as she is alone. I am really disappointed in the service that I am getting.

Regards
Keitumetse Moshapo
[protected]

Since sunday I have not telephone or internet, I have logged a complaint on tuesday 14.11.2017 because I was away from home an only returned monday evening ref 19crk141117, I have been call 10210 since I logged the fault, tuesday it was at the testing station whole day, wednesday its still at the testing station waiting to a sign a technician to see to my box, its thursday now I just had it with telkom now its still at the testing station stilllll waiting for a technician, I pay telkom ever month on time, just for them to give me [censor] service, I expect I line to being working by the time I get home today, I am sure somebody on the other side that is reading this will then think to hell with her she can just wait.

I will expect a discount on my telkom account for these days that I have not being using my line.

I have been on the line for 37minutes now holding on for the supervisor bianca

[protected] fault line
85 ouklip road
wilropark
jhb
[protected]