Telkom SA SOC
reviews and complaints

Good afternoon,

I have had a number of additional calls with Telkom call centre. Specifically the Billing department and the Sales department regarding to the issues mentioned hereunder.

I am concerned about the amount of time that has passed since this problem was reported and it still has not been rectified.
I cannot get a satisfactory answer from the Call centre. When I call the Sales department they say they will rectify this & call me. They advise I should call the Billings department as the fault is the incorrect billing charges.
Billings dept say I should call Sales as this is an unauthorised upgrade.
When I call im told I will be called & the problem rectified. It does not get rectified. I do not get called.
Who should I speak to now about this?

Telkom 26th June - called after receipt of bill - Billing department
Complaint of receipt of BILL still not correct …
Not authorised to upgrade - follow up & rectify
Say I must phone the sales department…
Ref: Yondela - will send an email to sales AGAIN for me logging a dispute for a credit to be passed - REF: [protected]

Escalated AGAIN on 22 June
Ref: Thabiso - 22 June 2018 11h57
Sending this Clint Kelsey for feedback - will provide a route for resolution
Will make sure I get feedback 

13 June 2018
Verified credentials .. checking call logged …and escalated..

Call logged is unresolved as yet.spoke about the Sales dept & explained about the unauthorised upgrade AGAIN:
Cebokazi will send a mail on my behalf to the sales dept regarding the upgrade done - this needs to be reinstated & repriced & amounts credited at the rate contracted to pay
4Mbs line speed ALSO not being given .. current line speed still less than 2Mbps

REF Cebokazi 13 June 10h36
Send to Escalations
----

16 May - Called AGAIN
Payment issue is no longer …due to telkom doing nothing since the payment was made
Reference numbers for calls logged has been escalated by the billings dept

Ref: [protected] this call has not been escalated as previously requested - it was escalated TODAY 16/5
Ref: [protected] this call ref is not recognized by the billings dept …?

Logged a call for phone & adsl down on 11/5 [protected]
Also - general fault in the area. Fault ref: [protected]

From: Headland, B. (Barry)
Sent: 31 May 2018 09:05 AM
To: '[protected]@telkom.co.za'
Subject: RE: [[protected]]RE: [[protected]]Telkom Account no : [protected] - query 2

Good morning,

I see some changes have been made to the charges on my account. BUT STILL NO PHONE CALL AS PROMISED
Should I call AGAIN after yet another month has passed to request feedback for an issue that I have reported at least 4 times already?

What happened to the escalation I requested?

WHY NO EXPLANATORY PHONE CALL.

Regards
Barry

From: [protected]@telkom.co.za [mailto:[protected]@telkom.co.za]
Sent: 07 May 2018 12:50 PM
To: Headland, B. (Barry)
Subject: RE: [[protected]]RE: [[protected]]Telkom Account no : [protected] - query 2

Dear Barry,
Thank you for the e-mail sent to Telkom Billing enquiries.

Please note that your query has been forwarded to the relevant department.

Kind Regards

Zoliswa Bosman
[protected]@telkom.co.za
From: Headland, B. (Barry) [mailto:[protected]@Nedbank.co.za]
Sent: 02 May 2018 07:31:00 AM (GMT+2)
To: [protected]@telkom.co.za
Subject: RE: [[protected]]Telkom Account no : [protected] - query 2
Good morning,

Another month later and I have still not received a call regarding this issue which I have called the call centre 4x about already.
I have just received the bill for the new month again & the fees are STILL being incorrectly charged for an upgrade that I did not consent to.
I am also being charged for a 4Mb line and cannot receive even the 2Mb bandwidth I had was previously paying for, PRIOR to the upgrade you gave me & charged me for.

How much longer will this take to resolve? I find this level of service particularly poor & Telkom's inability to rectify this matter distasteful.

I request that this matter be escalated immediately.

Regards
Barry

Nedbank Group Limited Internal Use Only
From: [protected]@telkom.co.za [mailto:[protected]@telkom.co.za]
Sent: 05 April 2018 11:53 AM
To: Headland, B. (Barry)
Subject: RE: [[protected]]Telkom Account no : [protected] - query 2

Dear Headland, B,

Thank you for the e-mail sent to Telkom Billing enquiries.

The dispute has been logged for the account number [protected]. The reference id number is [protected].

The dispute section will contact you regarding the outcome of the query on your account.

Kind Regards,
Cherlaine Oliphant
[protected]@telkom.co.za

From: Headland, B. (Barry) [mailto:[protected]@Nedbank.co.za]
Sent: 28 March 2018 07:51:00 AM (GMT+2)
To: [protected]@telkom.co.za
Subject: Telkom Account no : [protected] - query 2
Attachments:,
Good day,

Subsequent to my email hereunder, to which I have not yet had a response. I am unhappy that my line was upgraded without my consent.
I have logged a call and made 4 calls to your call centre regarding this. I have yet to receive a call from a consultant to rectify this matter.
Information pertaining to these calls can be seen on my account history.

This morning, the issue of the incorrect payment has been credited to my account …
See attached . .
Please resolve this upgrade, return the incorrect payment made & advise the way forward.

Thank you
Regards
Barry
[protected]

I'm absolutely disgusted by the service I'm getting. I received a phone call this morning from a guy who said the technician was at my house yesterday. Clearly he has no clue what the hell is going on I was home the hole of yesterday and today so far no one has pitch and still waiting for installation. As a first timer with telkom I will not recommend you to anyone even if you where the last company on earth!

Interference and crossed line problems reported on the 15/06/2018
Ref No. [protected]
Line off completely reported on the 26/06/2018
Ref No. [protected]
Escalation Ref No. 1116128
Numerous follow up calls have been made and assurances have been given that a technician has been allocated the work.
To date we have not received a single Telkom call.
This is not the first time this year that we have had this problem - we require someone to urgently attend to the fault.
We do accept the comment by Telkom that they do not have a technician in the area

We paid for our ADSL package over 2 months ago 13th of May! The sales department said it would take 7-21 days for instillation! We have tried endlessly to make phone calls to telkom just to get an update on the situation. We even drove back to the office where we bought the package from and they say it's out of their department so they can't help us. Even the manager who took our number saying he would call back, we are still waiting! I wonder how long it will take for you to respond to an email? I am disgusted that telkom will happily take my money but cannot follow through with service! I am going to other social media platforms to voice my complaint!

I have been trying to cancel my contract since end of April 2018 both online ... where the manage my portal says I ‘have no accounts' ... then I then tried calling customer service and was told to send a screenshot as she clearly thought I was stupid and unable ... I emailed her and obviously no reply. This was to an email address [protected]@telkom.co.za Noluvuyo Lutywantsi . I also sent the completed online cancellation contract form 43045 to her.. no joy... then tried calling again and was told to send my email correspondence and a copy of my ID to a different email addresss : [protected]@telkom.co.za and guess what... I have just received another account! There is no where one can physically go to as Telkom offices say they cannot help as it now only offers a sales service! If I cancel my debit order they will blacklist me so what is the solution here folks? I have been paying an account for a service I haven't used from May 🤬

I have a telkomsa.net email address with Telkom. On Wednesday 11th July 2018 I didn't receive any emails. I know this is incorrect as I have things that I have subscribed to that I get on a daily basis and I never received them. I also sent my telkomsa.net an email from another email account and I still have not received it. This really makes me wonder if I have not received some important emails. Why I don't understand is that there is nothing in the media about this. Nothing showing on online searches. No apologies from Telkom explaining what happened. I am left wondering if it would be safer to register for another email address with a different provider but the problem is I have used this email address for a decade and its going to be a huge mammoth task to change now.

I have been unlawfully blacklisted by Telkom after applying to cancel my landline in 2016. I submitted the form at the Telkom Shop, Greenacres, Port Elizabeth. After numerous visits to this office as well as email sent, letters submitted and phone calls the line was never cancelled. Telkom Rf: [protected] refers to mentioned cancellation. The telephone line in question is [protected], Acc nr: [protected]

I don't have an account with Telkom - cellphone or otherwise- but for the past 4 months there's been fraudulent debit orders from my account. In April 2018 - R99 ref. RCO239287, May 2018 - R 730.42 ref. Telkommobi50366991901051742938, June 2018 - R 1126.12 ref. TELK503669919V/F and July 2018 - R 1724, 52 ref. TELK503669919B.

I have opened a case, Case no: [protected] with Telkom Waterfall Mall in Rustenburg, on the 15 June 2018, so this is evident that nothing has been done to solve this issue. I have no choice but to take it up with the Ombudsman.

The first opportunity I get I am canceling all contracts I have with telkom. I am sick & tired of inefficient & incompetence! You guys deserve to close down! I will be telling as many people as I can that they should not even think of taking out any contract with telkom. Your service levels are disgusting! You can call me on [protected] [protected]@gmail.com!

I logged a case of fraud after I had received an email with a statement of an amount I didn't know about, sent all the relevant documents that were required and got a case number [protected], few weeks later I still got another statement with amount increasing after I had gotten a message that my case has been resolved, been calling telkom almost everyday to findout how the case had been resolved if I still get these statements, I am still waiting for the call to make things clear.

RE: Telkom Mobile cancellation - [protected] - [protected]

Good day

I cancelled my contract under reference with Telkom effective 28th February 2018 because I changed from using a dongle to ADSL (also with Telkom). This cancellation was submitted timeously bearing in mind the required 20 business days' notice requirement.

It is now July and I am still being charged every month for this account. One month I stopped the debit order but the next month a double payment was deducted and I have also been charged a R202.70 Payment Rejection Fee.

I have been into the Telkom Mobile shop at Kenilworth Centre and called 081 180 on a number of occasions and have a record of all the people to whom I have spoken. They say they did receive my cancellation and every time the problem is going to be resolved, and then the next month I am charged again. Up to July I have been charged a total of R1 202.92 which needs to be refunded by Telkom who also need to ensure that no further charges are made.

I really don't know what else I can do and this is certainly not the way to treat someone who has been a loyal Telkom customer since 1974.

Regards

David C T Smith

We have requested a adsl line connection on the 8th of june where they promised that it will take 21 working days for a technician to visit our site. When nobody came back to us we phoned again (after holding for about half an hour everytime) the lady we spoke to said that the request got lost in the system (after waiting for telkom to come online for more than 3 weeks). She said she will escalate and it wont take more than 7 working days, guess what its more than 7 working days. When we phoned again today (holding again for more than 15 minutes, the noise in the background was astonishing! People screaming, clapping hands and god knows what else. We insisted on speaking to a supervisor as the consultants are unable (incompetent) in providing any excuse or explanation on why our matter has not been resolved. Then after very unprofessional communication guess what... They disconnected the call (after staying on the line - holding for the supervisor for more than 15 minutes. I have a recording of the noise/ party/ rioting whatever you want to name it as proof, and we have all the "so called consultants" that we dealt with on record. No wonder it's going the way it is. Because one of south africa's largest telecommunication providers can't even handle/ resolve the need of one individual never mind big companies or the land's infrastructure.

I completed and submitted, on the prescribed form, a request for cancellation of my regular and adsl line on 27/12/17.
I moved out of my flat on 1/2/18. Nothing was done. A 2nd request was submitted on 17/1/18. A 3rd request was submitted on 2/2/18. All 3 requests were submitted on my behalf by staff of Telkom, Musgrave Branch, Durban - the 3rd one by the Manager himself. On 27/6/18 at about 9 35 am the staff of the same branch connected me to a SANDRA of telkom. Sandra agreed to institute a dispute. Dispute no. [protected] .
The only communication that I receive from Telkom on a regular basis is SMS's threatening to black list me for non payment for a service that I have cancelled and cannot use because I do not live at that particular address anymore. Furthermore I had given advance notice of cancellation as per telkom' requirement.

My number has been offline for 8 days! Someone please help!
I went to Telkom Northgate to get a new contract on 19 June 2018. I have a telkom prepaid number and i wanted to use it for my contract number. they assured me that it will require me to be off the network for 12hrs, which i accepted. By the 2nd July, this transfer from prepaid did not happen, despite me calling the call centre, going to the branch twice to remind them to do so. On the 3rd July, i went for the 3rd time into the branch only to be told that nothing had been done. The new agent promised to sort it out as soon as possible, warning me that i will be offline for 12hrs which i accepted again. Today, Its now 11 July 2018 and my number has been offline for 8 days. No SMS, no Calls, completely unreachable. I have been unable to pay all my beneficiaries as this is the beginning of the month!

Someone please help! Whenever i ask for a manager, they seem to not have any means of escalation... managers are like ghosts, they dont exist, call centre say they have no access to the back end team. This is really frustrating.

Someone please explain this to me!

The issue that I have experienced was: I have been trying to get hold of Telkom regarding my account. The agreed amount for the contract was R1.171. Then on the 20th I received a debit order of R2700.17. I called the customer care, and I was advised that there were unable to assist, so I went to Telkom Cresta to find out why my bill was so high. I was informed that there were extra charges on my account, which I agreed too, and that I must just be strong and pay the amount. I have been trying to escalate the matter but the consultants are so rude and unhelpful and its frustrating. Yesterday I requested my invoice, the total due amount was R4, 137.58. no one from Telkom is able to assist with the account issue. the debit order date is on the 20th. which I disputed because I don't get paid on the 20th. The Consultant who assisted me with opening the new contract couldn't even look at me and apologize for the mess she made instead she smiled and looked away (Asanda from Telkom Cresta). I asked Telkom to cancelled the contract and I was threatened with legal fees. I Don't want to be associated with Telkom anymore, its so painful to wait 30mins for a callcentre agent and not get assistance. Visiting the branch is like asking to be disrespected and humiliated. The callcentre keeps giving me incorrect email addresses to escalate ([protected]@telkom.co.za). I have asked to speak to the Supervisor or Manager: (Systems down and they cant assist, I must call after 4 hours- as per Londiwe Maphumulo). Its clear no one from Telkom is able to assist. Using the app to cancel the contract was unsuccessful. This link was emailed to me by a callcentre agent to cancel the contract (https://apps.telkom.co.za/eportal/ecustomer) it displays an error 404- Not found. Zandile Nombela: tried to assist but was not successful. I was also informed that I can only make calls to Telkom- Telkom only. "why would I sign up for such a contract?"...
> its not even a month and I am paying so much for a phone contract?...
>
> I have lost all hope in Telkom period
>
> It occurred on: May 20th, 2018

I want:For me to pay the agreed amount of R1, 171 or for the contract to be cancelled and they can have their phone back

I look forward to your prompt response on this matter. I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Neo Mathye

Phone number: [protected]

Re account no: [protected], reference no: [protected].

I received a cell call from Telkom no: [protected] from a woman called Dudu on my cell. When I answered my cell she asked me who she was talking to. I asked who she would like to speak to as I presume that when someone dialls my number they know who they want to speak to. She then told me that she does not need my attitude. When I asked her for her name, she was very rude and told me "it's Dudu for the third time". I told her that she's being quite rude. Then she just hung up. This experience was highly upsetting. I've had such good service from Telkom up to this point and this really left a bad impression. The call took place at 9.54 on Tuesday the 10th of July and was made to the following number: [protected]. I feel that this person is doing Telkom a great disservice, especially for someone dealing with the public.

Sincerely
Nicolina Meerholz

After 3 months I dont get any further. They seem to pass the bucket every time I call in at my costs. This is a line on a house that has been sold in feb/march 2018, and when I follow up on emails... I just dont get any replay. I just want to find out when will telkom refund the deposit, thats all! See below proof, I sent a mail to akhona twice, and she does not reply.

Your message

To: akhona marele (a)
Subject: fw: telkom cancellation form - acc: [protected]
Sent: friday, july 06, 2018 2:36:50 pm (utc+02:00) harare, pretoria

Was read on friday, july 06, 2018 3:04:04 pm (utc+02:00) harare, pretoria

Your message

To: akhona marele (a)
Subject: fw: read: telkom cancellation form - acc: [protected]
Sent: monday, july 09, 2018 11:38:12 am (utc+02:00) harare, pretoria

Was read on monday, july 09, 2018 12:27:42 pm (utc+02:00) harare, pretoria.

Hi. I applied for my line on the 18th of June. They came and then reported a line issue. Openserve came out and fixed it on the 27th. I was promised service the following week. Nothing. After numerous calls and being promised he was booked for the 2 or 3rd. I called on both those days to be told he will be there. I asked that he calls to confirm. Nothing. Then he was booked for the 7th. I was on the phone with telkom several times that day with them promising he will be there. Nothing.
So today without confirmation he calls and says he is at my gate hooting. Without a confirmation.
My mom let him in he then said he needs to go to the exchange point. That was at 9am. Several calls to telkom and I'm told I have to just wait until he completes his report. So I'm in the meantime he is riding around and doing whatever he is doing and no one can get hold of him and I must just accept this as the customer with no idea what is happening.

To Whom It May Concern

about two months ago, i signed up with telkom (uncapped adsl) i was told it
will take 2 - 3 weeks for technicians to come out to install, Its been two months,
spoke to 3 different consultants, phoned in numerous times, i was told its hanging with
the technicians. the last consultant i spoke to, made me feel so positive that everything is in order, been 2 weeks since then, still waiting for someone to contact me.

pathetic service for such a huge company.

really disgusted with the service that im getting.

Contrary to my contract and other previous 18 months, my debit order has been increased from the usual R208 I signed for to R415.00. Please let me know why you have increased it without my knowledge and consultation.

I look forward to your quick response to restore my confidence in your service provision which has been excellent for the past 18 months.

Regards.

Vezi Biyela - [protected] / [protected]