Telkom SA SOC
reviews and complaints

In november 2016 I upgrade my adsl line to a 40gb line and the person at baywest mall port elizabeth informed me that I can get a new modem as soon as my upgrade is done

As from december 2016 I pay for the new upgrade but did not received my modem.In january 15 2017 I went to the same branch to get my modem and they informed me there is no modems available but they will phone me but two weeks later no phone call was received.

My info is as follow

Mrs im ferreira
3 mattheus street
Despatch
6220

Account number [protected]
Telephone no 933 3154
System no [protected]

It is unacceptable to wait two mouths for a modem and payments is done,
So you stealing my money because there is no service.

Fault 93CNZ261216 for number [protected] logged on the 26th of December 2016. Fault was escalated on 28-12-2016 to try expedite repair. Escalation reference 934786 was given.

Thereafter, no feedback/follow up/movement occured on the fault (verified through online tracking and call centre). Phoned on the 04/01/2017 to follow up, spoke to Nandipha. Was told it is with the testing department and that there was no further movement on the fault, so she emailed escalations department to follow up and said i would receive feedback within 48 hours - all this 1 week after escalation

1 week later, still no feedback. Phoned 11/01/2017 and spoke to Athandiwe. She told me that the system indicated the fault had been handed to the technicians, and that is was scheduled to for a technician to be out to investigate the fault BY the 17th of January, at the latest. After that phone call, contacted the billing department to log a dispute on the account as I had not had a line since the 26th (neither voice nor ADSL) and therefore i was expecting to be credited for the downtime. Pamela assisted and logged the dispute.

Tuesday 17/01/2017 comes, so i phone to follow up on the technician and ensure they log a note that the technician can phone me when he is on the way to the premises as I live close to my place of business so I can go open for the technician. Was told the technician should be out that day still.

Wednesday 18/01/2017 - technician never phoned/pitched up, so called and spoke to Vusikhaya. He informed me it was still with the technicians, and so the technician could still come out that day.

Thursday 19/01/2017 - still no technician. Phoned and spoke to Portia. She informed me it had been handed to a technician named DA Ragan, and she attempted to phone to see where he was. No answer from him, so she contacted his assigner and reported that he had not pitched up. Was told to expect feedback from the supervisor/assigner.

Friday 20/01/2017 - still no technician and no feedback from anyone. Phone yet again, and speak to Mthlahla. He tells me my escalation has been parked, due to "high volume of work for the technicians". I told him it is not acceptable as a deadline was given to me of the 17th of Jan, and i expect them to unpark my escalation and resolve the problem ASAP as the deadline had now passed.
He contacted his team leader/supervisor, and i was told they would follow up and contact me with feedback. That evening, posted my predicament on Telkom's facebook page. What ensued was a string of endless excuses and "we are sorry for the inconvenienve. We have handed it to our team to investigate and will provide feedback shortly". Decided to give them this week to sort the issue out.

Today, 27/01/2017 (31 days since the fault was reported) - I contact Telkom once again to see what is going on. A helpful lady by the name of Anathi looks on the system - sees the fault is still parked, despite numerous promises by Telkom that the fault is being investigated. Anathi has since emailed the assigners, and CC'ed in her team leader, to see if they can assist in getting this fault resolved as tomorrow is a month since the escalation was logged.

Multiple requests for the contact number for the office of the CEO led to me being given a number ([protected]) that, when dialled, takes you right back to their call centres. This is disgusting service from Telkom, and no customer should ever have to be subjected to this service. And this is coming from someone who works in the IT insudtry!

Please could you assist. I requested a relocation of my line [protected] on the 2 december 2015.
I am a long time account holder with telkom and have always had good service with very little disruption.
I have had a technician come on the 9 january 2016 which was arranged.
He left saying the line is broken!
I have since not heard a word from any telkom representative.
I have called 10210 and 10213 numourous times and have had no answer or someone that can assist.
I have tried tracking the order number but there is little to no update.
I have since logged online for my line to be relocated 3 times (no reply from telkom).
I have since then been to a telkom store with no assistance, as they could not help me with my query.
I am hosted with afrihost and they cant assist from their side.
I'm begging for someone to assist me as I run my business mail and internet from the adsl line.
My name is brendon northmore and i. D [protected].
I have also received a bill for the account on line that I have had use of.

Any help would be greatly appreciated at this point
Kind regards
Brendon

Initial fault logged on 15 Nov 2016 Ref: 694CTK151116 for lines [protected] & [protected] - up until today 27 Jan 2017 nothing has been resolved. We are losing business and are struggling to communicate with customers. We were told the issue has been resolved/fixed. But the lines are still faulty.

We reported them again. New Ref numbers for faults :
94ATK201216 Service ID: [protected] Line faint and most of the time one way line.
84BTI291116 Service ID: [protected] Terribly noisy

We have requested that a technician/sales representative come to see us Ref: 155421219A and no one has come to see us still to try and resolve the problems at hand.

We are spending 3-4 hours per day sending emails and speaking to Telkom customer service with no success.

Please advise what will be the next step to take for getting any response/feedback regarding ongoing complaint. We are now desperate.

Thank you in advance.

Fault 974CRZ051216 logged for line [protected] on Monday 5 December. No progress to date andand as a reult, no solution. To this day lines are still inactive. Only response is that it is a "cable issue", even though our Neighbours' line is working perfectly fine. Not once did a technician arrive to investigate. Require lines to be fixed as soon as possible. We're not able to make any calls or make use of internet as we are in an area that has very poor mobile reception.

In December 2015 a sales consultant came to my work place and offered the staff Telkom packages I took a wifi router, but when I received it I was struggling to connect the router after 6 months of querying and back and forth battling the contract was eventually cancelled. Telkom refunded me my monies in June 2016, during the whole dispute process the debit order were still running as I did not want to be black listed. in August 2016 a debit order was put through on my account. upon enquiry I was told it was monies I owed to tellkom, when I asked for exactly what I was not given a proper answer. I returned the debit order, this has been going on since august in December I received a call from nudebt stating that if I don't make payment I will be blacklisted. when I contacted Nudebt to explain what is going on they told me I must contact Telkom. I have a case number from Telkom I was told that until my query is investigated I will not be harassed for the payment and yet up until today I am still being harassed. this is ridiculous. can some one please assist

i have been having this problem for over a year now and this is the last straw.

i have an ADSL line with telkom which i am supposed to pay R950/month. Firstly my account was paid up in October, then the bill for Novermber was R1600 which i raised with them, December now they sent me a bill for R3000. i called the call centre and lodged a complaint and they told me they were 2 mobile numbers that were connected to my account and this i was not aware of. They gave me a reference number ********** 1 for the query. After the investigation i spoke to a call centre agent who advised me the error was fixed and i should pay the R960 that i was supposed to pay monthly.

Today i went to Telkom to pay the account and they said i must pay R3000 and no dispute was lodged or resolved but i spoke to a call centre agent who assured me it had been rectified. They keep overcharging me and adding 2 cellphone bills on my landline. i only have an ADSL contract contract but they charge me for 2 cellphone numbers which i have never applied for or even used. This fraud has been happening to me almost every month and i am worried they do this to a lot of clients who do not query their inflated bills. my landline number is with the query is ********** 625. i need urgent help here, this is so frustrating and its not right. the agent says she can see the error but sha cannot do anything about it. What is this?

On Friday January the 13th - I complaint that me rooter where down and stood in a que at the telkom shop at College Crossing Bloemfontein to have my rooter replaced.

I needed to get a new rooter so that the technical team could come out and test me system.

I was told, sorry no stock - They will give me a call as soon as the rooter arrive.

Monday 16 January I got an sms - progress level at 25% on
Thursday - progress level at 50% then on Friday the 20th, went into tekom College Crossing, Bloemfontein's offices again - have not received stock as yet.

Technician phone same day - I said that he can not come out as I have not resolved the rooter issue...He cancels my ticket -

Question stated on sms is if issue is resolved? No ! but Are they going to bill me now if I get a technician out and the problem lies with the rooter?

So I leave the matter to get my rooter - Phone in Monday, they say stock should arrive, but I should rather phone in on Tuesday to confirm.

I phone in Wednesday - the 25th of Feb, 12 days without a rooter later - Now the shop tell me, still no stock, I should phone in on Friday, as stock arrives only Mondays and Fridays!

Would telkom like to be without internet for two weeks!

I get told that I will not have to pay for the time I am off. But I am paying, I am paying cellular charges to stay connected to the internet and not loose clients!

Come on! This is unacceptable!

It all started on 14 September 2016 when I cancelled my telephone line which have adsl as I took out LTE as adsl was too slow. They said it was cancelled and I was happy. On 29 November 2016 I got a sms that I owe Telkom money. I phoned and said it was cancelled. They said someone reopened it on 2 October 2016. I told them it was not me. After about 20 phone calls they say it will be resolved and the reference no was [protected]
I got a sms again today that I owe nearly R900.00. When I phoned they say the cancellation was just never done. Someone with the name of Nomlungu Bottoman send it to cancellations but no one ever cancelled it.
Can you please help me or tell me where to go to get this cancelled as it is not working already since 14 September 2016 and I am really scared they will blacklist me. Please I did do everything as told but I received no joy.
Can you please assist URGENTLY
Thank you so much
Toreen Pienaar
[protected]

We as a business (lizrau pty ltd) account number [protected]. intended to move end november from somerset to paarl. on 4 november we phoned telkom to find out if it is possible to keep our number as it is on all our packaging. the sales representative mthokozisi (reference number 151894851a) assured us that it will be no problem what so ever. all we need to do is install our new line at our new premises and phone telkom and they will immediately port the number on the day. so we moved and we phoned for this to be done but instead we spent 1 hour on the phone being transferred back and forth between sales, technical, business and private. the reference number given previously did not even help us speak to the correct person. after loosing my temper I finally spoke to representative that said no he can port the number it will take 3-7 days (reference number for call 151918584a and he is sending an email as we speak to his superior as his superior must authorize it and it will be then done. so 7 days came and passed and nothing was done no number is working. again tried to use our reference number, but no luck again

Then reached another representative who then said no we must reactivate the line at our old premises and then immediately our line can be ported on the day it will cost r600, we said no problem. reference number for this call was ai2670719. so the technician went out to the premises to do the work spoke to him 3 times as we are not at the premises and the box is on the outside. he decided to leave and not do it at all and told his superiors that he could not get hold of us. so they phoned me and we had to set a date again for this line to be reactivated which then was done on 10 january (1 and 1/2 months later already still mo telkom line and extremely damaging to my business) not that anyone in telkom cares. so finally on 10 january the line was reactivated and were insured that on that day the number will be ported. however we phoned again using our reference number which again could not be used and we reached a person called ismail pomodi who now said now we have to port our number and he can not tell us how long it will take and that I must write a letter requesting this. which I did now it is 12 days later and still no porting of my number however my bill could be done on the day my line was reactivated, so nothing is wrong with the accounts department as collecting the money can be done on the day but what ever the client needs is irrelevant.

When asked ismail how long this process will still take as it is now 2 months I have waited for my line to be ported he just said he can't say and other clients have been waiting 2 months.

Is this really what telkom has come to, simply not caring and making business so difficult for small businesses by doing everything in their power to damage and close businesses as businesses can not function with out telephone lines.

I sit with my hands in my hair and I simply do not know anymore. what is wrong with this world and in particular telkom.

The telkom line I need at my new premises is [protected] adress shop 55 old rembarndt mall, paarl.

I sincerely hope someone can help.

I ordered a phone online with Telkom mobile. The iPhone 7 which the contract amounts to R 699 per month for the free me 1 gig. The phone was delivered to me on the 16th of november 2016. I opened the box, switched on the phone then the battery was low and tried to charge it it would not charge. Decided that maybe it needed to be charged for up to 10 hours and left it on the charger. The next morning the phone still would not switch on, I called the customer care line who then informed me to take it to the nearest Telkom store.

I took the phone to Northgate Mall on the 17th of November 2016. I was helped by a lady called Keabetswe at the store, where we deactivated our iCloud the same day together and Keabetswe showed us (my common law spouse and I) that she is putting the phone into the courier box and the phone will be sent to repairs the same day, she also informed me that it would take 7 to 14 days till I get my phone and they will contact me as soon as it is back, this was all within less than 24 hours since the phone was delivered to me.I received a text with the following reference number on the same day of submitting the phone: TRJ029594

14 days then turned into a month and I had not heard anything from Telkom regarding the phone. All recievedt was another text which informed me that my phone was booked on the 20th of December with the Reference number: TRJ 031404. This is a month now gone.

After receiving this text in December I then decided to go to the store as soon as I got back to Johannesburg which was on the 27th of December. I went to the store to inquire about my phone as this was very concerning. I was helped by a gentleman whose name I can't recall off, he tried to call the repairs company and there was no answer, he then promised to try them and he will call me back with more information as soon as they answer their phone. He called me the next morning only to inform me that at the repairs company said that they are closed for holidays and would only be able to assist me on the 8th of january 2017. This is even after I submitted the phone to the Telkom store on the 17th of November. As a paying customer I was not happy about this at all.

Only on the 10th of January 2017 did I receive a text which stated that my phone has been allocated to a repair centre with the reference number TRJ: 034706. My phone was only located to the repair centre when I brought the phone in on the 17th of november which is just almost 2 months of me having to live without a phone.

On the 11th of January I received another which stated that my phone is dispatched back to the store and will be delivered in the next 4 days. On the 16th of January I received a call from the telkom store which I was hoping that it would be the phone only to get a call that I needed to deactivate my apple account from the phone which I did do with Kea the day which I submitted the phone which was the 17th of November 2016. I have not gone to collect the phone as I feel that I am treated very unfairly by Telkom regarding the cellphone contract I have with them. Ive paid for up to two moths now on the phone I have not yet seeing the device.

My statements state that I pay a device subscription fee of R600 every month, I am paying for a device which I held for even less than 24 hours due to a fault with the phone. I do not have a phone also because Telkom does not offer loan phones, I cannot use my Telkom sim card because I do not have a phone to put it in. I am highly disappointed in Telkoms very bad service, I also regret my decision of choosing to have a cellphone contract with Telkom mobile and do not feel valued at all by Telkom.

I have attached a copy of the delivery note and the receipt given to me on the 17th of November at the Northgate Telkom Store. The original signed delivery note is with the courier company.

An appointment was booked and confirmed via sms. As you know your appointment states clearly that it is an all day appointment. So I have to be at home and available the whole day for your appointment. Big surprise! No show of the technician! Yay. Another day wasted!
So I phoned the call center because obviously there was NO courtesy call made to me. After 27 minutes on my cellphone...because I APPLIED for a landline, I was advised it will be logged as a missed appointment. Wow... Now what? Do I get a number and wait in line patiently again? Do I actually get a specific time for this appointment? There is more... I was provided with the contact details of the technician who promised to be at my residence at 18:00 TODAY...NOT TOMORROW BECAUSE TOMORROW STARTS TODAY apparently that is the slogan of Telkom? Well big surprise... after 2 phone calls and 2 promises...his phone is on voicemail. So maybe I am lucky and will get hold of his supervisor TOMORROW. Why do you bok appointments and expect us to be at home the whole day and do not even have the courtesy to advice that there will be no service delivery? When can I expect my landline and adsl as I requested please? TOMORROW?

Since September 2016, we langue a complain with Telkom regarding wrongly billing on our account. We declared a dispute with reference no [protected] at Telkom - Telkom referred us to Trudon.
Trudon gave us every month an amount to be deducted from our account, but the credit never reflects on my account. Account accumulated since October. We do have reference on every query and names of personnel at Trudon .
Since September, reference number from Trudon is [protected]
Dates of complaining with Trudon :
17 October 2016, 14 November 2016, 20 December 2016 and 23 January 2017
Trudon personnel involved : Vuma, Moya, Carin and Danielle
Please what else do we need for this matter to be resoved?

Today the 24 of January we entered the Cavendish Telkom Mobile shop on the parking level. Our first encounter with the guy that sat behind the desk came across as he did not wanted to help us. Had no interest in what we wished for and did not ask any question to determine how to help us best. Once we established the product we wanted the first think he said is what we needed because of FICA. What we were lacking at that stage were 3 months of bankstatements, what Cole didn't mention was that he needed proof of three month of salary payments on these copies. So our first trip to the bank was a waist of time and could be prevented if Cole had informed us better.
When we came back we were prompted to fill in several forms without any explanation. Cole set infant of his computer starring on the screen showing absolutely no interest in us as a potential new client. When done with the paperwork he told us we needed an affedated proof of address me being present with my ID and proof of address for the person how intended to start the contract with telkom wasn't enough. which strikes me as odd as an hour before all this we arranged everything this way with the bank.

As I confronted him with his unprofessional behaviour he kept talking to my friend ignoring me basically sending my friend away for the third time.

On saturday 14.01.2017 I applied for a data and bandwidth upgrade to my line, [protected]. The internet link on my router went off on 17.01.2017. On saturday 21.01.2017 when I contacted telkom to find out what was happening, I was told there was no progress because my residence is too far away from the exchange. I agreed to adjust the deal to solve this. Up to today I still have a d-link router not giving me access to internet or wi-fi. I have tried several times to obtain answers from your operators. Their responses vary from" your line has been put on internet reserve" to "nothing can be done because the technicians are working on the upgrade, and your service will only be restored on 31st january. " I find this totally unacceptable, and if this situation is not rectified within 48 hours, I will have no choice but to cancel my telkom line and go elsewhere for another service provider. A. Anderton.

From october last year I have been dealing with absolutely pathetic service from telkom. Even though I had asked for a limit to be put on my lines, this was not done and I have been paying almost double of my monthly fees. Then telkom decided to start debiting me an additional r2000.00 every month. When I called into the call centre I was transferred from department to department with no success, eventually when I got through to a consultant she advised me that she was unable to assist and when I asked to speak to a manager she advised me that her manager was unable to assist also. This month my service has been "interrupted" and when I called in to query this I was told that I need to make a manual payment and my line would be re-instated within 48 hours. I made payment yesterday and until now nothing has been done. My lines are still not working. When I called into the call centre this morning I was told that it would take 7 working days for the payment to reflect, this is absolute ####. It seems as if every time I call into the call centre I am giving conflicting information. It’s either that the consultants have no sense of understanding or telkom just doesn’t give a #### about their members. Their consultants are rude and arrogant and lack the basic telephone etiquette skills that they need. I have been pulling my hair out with telkom and although they off good deals their service is pathetic. I am sick and tired of being sent from pillar to post with this #### service. I have 3 contracts with telkom and I am literally counting down the days till this contract ends so that I can move. I would rather pay more at another service provider but get better service. Please can someone with a brain, a sense of logic and an ounce of integrity call me to resolve my query?

Since the inception of my contracts, Telkom staff could not, port my number successfully the first time and gave me the run-around, capture the correct information for billing, nor could anyone fix the problem since inception. Algernon Matthews (LG), who has also promised on more than one occasion to have the situation remedied, has failed miserably.

It looks as though, Telkom thinks its clients have unlimited funds that they can help themselves to whenever they please. Since inception I have been charged for 4 contracts instead of 2. Telkom has failed to send me initial invoices and all of my ‘itemized bill.’ I have been debited twice in January 2017.

As I have tried my best to resolve this matter with Telkom staff at ‘Mall of Africa’ (where the initial contract was taken), with the staff that helped me originally and management with no success, I have taken the liberty to approach the banks and have reversed some of the debit orders and have instructed the bank not to allow any payments to Telkom in excess of our contract value.

I hope Telkom can assist to resolve the situation as soon as possible with the following:

1. Finalise my account from inception to current with supporting documents, so that we can correct any discrepancies.
2. Make sure the correct amount is debited from my account.
3. Pay for extra charges to the bank.
4. The stress and time lost in running around due to the carelessness of Telkom – we can talk about that once we have corrected the basics.
5. Kindly change my email address to [protected]@gmail.com

I eagerly await your response and a solution!

In November 2016 i telephonically applied for an upgrade to the Galaxy S7. I was declined due to vetting issues. This i accepted and carried on a month to month basis. In December i noticed that i was being charged for this declined device and alerted the call centre, Case #[protected]. To make it worse, the month to month was then cancelled without my knowledge and the line is not in use. I am so livid with the call centre agents and not to mention the so called managers (Trimaine and Andy) as they blatantly tell me that they can NOT assist me. Yes, i reversed the January debit but this was because i was charged AGAIN for this S7. Currently i have two devices that r not usable as 'service has been suspended'. WHY? This problem was cause by Telkom and now i, the customer, must deal with the THEFT. You stole from me, took what did not belong to you, inconvienced my lifestyle;family and job. This has been the worst experience ever and i will not rest until i am fully satisfied!

We phoned the call centre of Telkom Business who send us a form to fill in and send to them in April 2016. Our Account number is: [protected]. We confirmed with Telkom that the contract has indeed expired and we can send them the cancellation form. We sent the cancellation forms on a monthly basis to Telkom and phoned the call centre various times but Telkom is billing us every month although we are not using their Space stream service any more. They are not cancelling this space stream service and does not inform us of anything that they need from us to do the cancellation.
From previous experience I know they will only be able to cancel the invoicing when they collect their Telkom Space stream dish. But no one phoned us to come and collect the Telkom dish. We need the contract cancelled and credited on our account from April 2016 when the cancellation was send to us.

Email correspondence:

Good day,

We are still getting billed for the cancellation that we did in April 2016. Please! Get someone to pick up your dish at ARC Institute in Kroondal. We are closing tomorrow 15/12/2016 until 9/1/2017. Please help us to resolve this matter. We cannot get billed every month!

Regards

Engela Greyling
Financial Manager
[protected]

From: Engela Greyling [mailto:[protected]@mweb.co.za]
Sent: 25 October 2016 10:44
To: [protected]@telkom.co.za
Cc: 'Theronicky Setshedi'
Subject: FW: K and T Drilling cancellation form

Good day,

We send this cancellation form many times. We tried to phone a telephone number that the call centre gave us for the space stream cancellations. ( – [protected]) This number is just ringing and we don’t know how to get Telkom to respond.

Please help us!

Regards

Engela Greyling
Financial Manager
[protected]

From: Engela Greyling [mailto:[protected]@mweb.co.za]
Sent: 16 September 2016 08:52
To: [protected]@telkom.co.za
Subject: FW: K and T Drilling cancellation form

Good day,

Could you please give us a status of this cancellation.

Thank you

Engela Greyling
Financial Manager
[protected]

From: Engela Greyling [mailto:[protected]@mweb.co.za]
Sent: 24 August 2016 07:49
To: '[protected]@telkom.co.za'
Cc: 'Theronicky Setshedi'
Subject: FW: K and T Drilling cancellation form

Good day sir,

We phoned many times and send this cancellation forms to Telkom. They need to collect their dish at our previous offices but no one phones me to collect.

Telkom is still charging us every month. Pleas credit our account from 12 May 2016 as we cancelled but to no avail

Thank you for assisting

Kind regards

Engela Greyling
Financial Manager
[protected]

From: Theronicky Setshedi [mailto:[protected]@mweb.co.za]
Sent: 29 June 2016 09:15
To: [protected]@telkom.co.za
Cc: 'Engela Greyling'
Subject: FW: K and T Drilling cancellation form

Good day Sir/Madam,

Above attachment is the cancellation form(it was send already on the 12 April 2016) together with the identity document of our director and a proof of residence as requested.

Kindest Regards,
Theronicky Setshedi
[protected] / 9914

My parents landline has been out of service since 18 december 2016. Several fault reporting six to be exact and same sms received your service has been restored. Six different technicians each with a different story. The one story was to order new underground lines. The other story is that there is one ine to less and a new number was installed and they took there cable to connect the new service. A manager (phadi)coming out said if the technician come to give her a call she wants to be present while they working. Yesterday at 16h00 a technician came to my parents gate after phoning twice i stated that my parents are old please to be patient. As requested my father phoned the manager stating that the technician is there she did not even know who was speaking or what it was about. Again so fault restored no telkom line. My fahter has cancer my mother is lying with oxygen the need there telephone it is a matter of urgency