Telkom SA SOC
reviews and complaints

On 1 February 2018 I requested cancellation of my ADSL and my internet and all data related services. The call centre agent who assisted was SiGogo reference number: 189777086A.

on 17 July 2018 my telkom line was suspended. i spoke to Thembisile confirmed that she has escalated the ADSL charges on my account to be credited and the reference number is: [protected]. Payment was made in the amount of R 3700.

Again after this so called escalation, no reversal or correction have been made even I after I have been paying my usage with the exception of the wrong billings on my account. Today 31 October 2018 my account have again been suspended and no reversal charges have been updated.

Hi
I was contacted by "Telkom" and offer me your new Telkom mobile where you get 40gig during day and 20 during night for R360 p/m.
I told them that I have one of 20 gig during day and 20 gig during night. I specified this and asked if I can upgrade. THE REPLY WAS YES SIR.
I then went through all you dam questions and at the end of all that they said my contract is not at the end of 2 years.
NOW IS THIS HOW YOU DEAL WITH YOU SCRAP CLIENTS?
FIRST YOU SAY YES AND THEN YOUR CLIENT CANNOT EVEN UPGRADE.

ONCE THIS CONTRACT IS OVER YOU CAN KEEP YOUR DAM SERVICE.
YOU ARE NOT THE ONLY SERVICE PROVIDER IN THE WORLD.
YOU NEED TO WAKE UP, THERE IS REAL LIFE OUT THERE NOT ONLY telkom.

From: Odette van Zyl
Sent: Tuesday, 30 October 2018 12:12 PM
To: [protected]@telkom.co.za; Self Service;
Subject: Account No [protected]

To Whom It May Concern

I am writing this email in utter disgust.

I opened my latest account, invoice date 9 October 2018, payable by 31 October 2018.

My account balance R506.54!

What is Telkom doing? I have for many a year been on a package for I requested a ceiling on my account and once that ceiling is reached a soft lock occurs, whereby I am able to receive calls, but cannot make calls. I have never missed a payment.

My previous month's bill was incorrect (showing a re-connection fee) [heaven knows for what for I have never been disconnected]. I disputed such and Telkom undertook to reverse said amount. See email below re reversal.

I paid an amount of R217.89 on 30 September 2018 and after the dispute and reversal confirmation was informed that an amount of R12.84 was still outstanding which I paid on 8 October 2018. Only the R217.89 reflects on the current invoice.

Please see my payment history below:

30 Oct 2018 261.61
08 Oct 2018 12.84
30 Sep 2018 217.89
30 Aug 2018 366.85
30 Jul 2018 232.25
28 Jun 2018 271.64
28 May 2018 230.31
26 Apr 2018 227.41
29 Mar 2018 230.95
26 Feb 2018 364.75
29 Jan 2018 174.85
28 Dec 2017 243.10
27 Nov 2017 333.40
01 Nov 2017 272.62
30 Sep 2017 325.65
28 Aug 2017 298.15
31 Jul 2017 290.70
30 Jun 2017 287.55
30 May 2017 255.80

I fail to see how and when Telkom unilaterally changed my contract with them. The latest account once again shows a reconnection fee of R260.21 as well as a late payment interest in the amount of R6.00. Heaven knows for what (especially once again in view on my previous communication with Telkom and reversals).

I refute owing any reconnection fee as well as late payment interest to Telkom. Could you kindly reverse same and get your act together.

Also note that I gave notice for my line to be cancelled by 30 November 2018 (last day of service) and am yet to receive confirmation of such.

I have made payment (for the current invoice) in the amount of R261.61, which I believe is the total owing to Telkom.
Closer call catcher R9.94
Telkom Evening w/ender R7.21
Line rental R200.74
Usage R9.60
Vat R34.12

I await to hear from you as a matter of urgency and trust that you will resolve this matter once and for all.

Yours sincerely

Odette van Zyl

________________________________________
From: [protected]@telkom.co.za
Sent: Sunday, 07 October 2018 2:27 PM
To: [protected]@telkom.co.za
Cc: mangwanani
Subject: RE: [[protected]]Account / Billing Enquiry

Dear Odette Van Zyl,

Thank you for the e-mail sent to Telkom Billing enquiries.
Kindly note the reconnection fee charges have be reversed.
Kind Regards
[protected]@telkom.co.za

From: [protected]@telkom.co.za
Sent: Sunday, 07 October 2018 2:28 PM
To: [protected]@telkom.co.za
Cc: mangwanani
Subject: RE: [[protected]]Technical Enquiry

Dear Odette van Zyl,

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

We apologise for the inconvenience.

Please be advised a credit was passed,
I will escalate this to the fault department so a fault can be logged.

Regards
[protected]@telkom.co.za

From: No-Reply Mailbox [mailto:[protected]@telkom.co.za]
Sent: 02 October 2018 11:49:00 AM (GMT+2)
To: [protected]@telkom.co.za
Cc: mangwanani
Subject: Account / Billing Enquiry

Good day,
The following question was asked:
Kindly note that my latest bill is incorrect. It reflects a reconnection fee. Never has my phone been disconnected. I have a soft lock option (for years) on my phone. I attended Telkom Mall of the South, they said someone will phone me. I am still waiting. I would really like to sort out this bill and thereafter I would like to cancel my Telkom account
Contact details:
• Name: Odette van Zyl
• Number: *******
• email: mangwanani******
Regards,
Telkom Website

Telkom Account number [protected]
Line number [protected]

Good morning
I am hoping you will be able to help me with a huge Telkom problem. On 25/06/2018 I requested a Relocation of the line as I was moving on 30/06/2018
I did it by phoning 10210 as well as the online relocation via the website.
On 6/08/2018 my new landline at my new property was installed ( [protected])
The relocation order was never closed off and is still pending
I am now still getting billed for the old line. I also have ADSL line that I am renting with Aftrihost and they are not able to cancel it with Openserve, because of the open Relocation order on the line.
I have been to the walk in Centre at The bridge in Port Elizabeth more times that I care to remember. I go in at least twice a week as well as phone Telkom but nobody is able to close off that relocation order.
I tried cancelling the line using the website, but because of the open relocation order it is not possible.

Please will you be able to help me. Telkom sent me a sms and message yesterday stating my current line will be suspended if I do not pay the arrears
Both numbers are on the one account and I am paying for the new line that was installed at my new address.
Kind regards
Yolande Wals
[protected]
[protected]

Since August this year my 40mb line installed in Morehill Benoni has at times been giving connectivity of less than 1mb!At most my speed shoots to 10mb and then suddenly drops, The coverage is intermittent and my attempts to get the issues resolved have been met by a Telkom technician coming to our home, fiddling with the router and saying its not something he can resolve and leaves, then a few minutes later i get a message that the issue was resolved or that a call out fee has been billed to the account! Openserve do not respond to online queries submitted either, so i pay monthly for 40mg fibre that isn't even enough to run a few devices on

Its really frustrating to be told by your helpdesk agents DAILY after I call, that they cant Help me but that I need to send an email to [protected]@telkom.net and [protected]@telkom.co.za to have my Account [protected] added to my login profile and that it takes 24 Hrs and my problem will be resolved... 3 Weeks later and still Nothing... As per your Telkom Customer Care.."THE OBALL TEAM WILL RESOLVE THIS IN 24 HOURS OF THE MAIL BEING SENT" Nothing has been done, and the most unprofessional this about my entire experience is that, they "oball team" will not send a mail once they do decide to fist my account associated. "I SHOULD JUST KEEP LOGGING AS THEY WILL RESOLVE IT"

USELESS !

My ADSL line and phone line at my pre-school has been down from 7th August 2018.
Telkom phoned and said it was repaired but they have switched the line with someone in the same street. Now this person has no ADSL and phone line because telkom have connected it to the school. We are using their line.
Telkoms senior supervisor does not answer her phone and although we phone every day nothing is being done.
School number is [protected] -Not working - ADSL not working.
address 12 Maxwell Avenue, Bluff
The number which they have switched to the school is [protected] which belongs to
27 Lancelot Avenue, Bluff -
Cell no [protected]

To whom it may concern,

Ref: [protected]

1) Telkom is charging us 33% interest on a payment that was rejected. They are also charging interest on the LTE device and the subscription. That is a ridiculous high interest percentage... Is this right... Is this legal?

2) The original debit order agreement with Telkom was only for R599, but yet they tried to deduct R806.96 just so that they can charge another rejection fee of R202.70

3) On 21 September 2018 I made a manual payment of R529.61 for the August invoice (LTE Device was paid up) as well as R200 to unsuspend our account. On 25 September 2018 Telkom still deducted R529.61 on an already paid account. The debit order was rejected and again they charged us R202.70 rejection fee. Why exactly am I penalized for paying my account prior to the scheduled debit order date? The fact that this was done over a weekend is no excuse. It's not my fault Telkom takes 2-3 working days to allocate EFT payments. They could have reversed those charges once my payment reflected.

4) We contacted Telkom 3-4 months ago to stop the debit order. We wanted to do manual payments going forward as we had fraud on our bank account. Telkom just refused because then they can't take unauthorized debit order amounts which results in charging us interest again. In the meantime, we opened a new bank account and informed Telkom on 10 October 2018, but apparently it will only be activated on Telkom's side in November 2018, which means they will most probably charge us interest again or cut the line again.

5) I made a manual payment of R529.61 again on the 24th of October 2018 for the September invoice. I also made payment of R200 on 25 October 2018 for the interest wrongfully charged as we can not afford our business to stand still AGAIN if Telkom suspends our account AGAIN.

If Telkom really values customer service, they will credit us the last 2 rejection fees as well as the charges for end October 2018.

I trust this is in order and the above will be investigated and rectified.

Regards,

Nick Jacobs
[protected]

This issue is yet to be resolved! possibly 100 or so calls made to 10210 in the last 2 months! line movement number [protected]. I'm on suicide watch!
about 50 escalations have been made! Technician missed appointment on the 15/10 and still no new appointment has been made!
numbers to call to arrange have been given about another 50 times!
despute ref no: held [protected]- yet to be resolved!
contact numbers: of Mrs Kohn [protected] Mr Kohn [protected] phone in for repairs.
landline number [protected]

Good day

I was going to take this matter directly to the Umbudsman but their process states that one must have tried to resolve the matter with the company/organisation involved. So, I'm writing this as I have to show that I have tried to resolve this dispute...

I was a good telkom customer -I took out a R799 ADSL package and never missed a debit whilst a "loyal" customer. I got a call up to Jozi and had to move so tried cancelling my account. During April sometime I tried doing this via their website but it proved so darn cumbersome and impossible I gave up after multiple failed attempts (Fail#1). Then I called into the telkom callcentre and wasted excessive amounts of time waiting in queues and being past from pillar to post, only to be told that I have to go into a physical branch to cancel my account (Fail#2). Then, in early May I braved the queues of the Kenilworth Centre branch in Cape Town where I was told that I HAVE to cancel online as they cannot do this in store anymore (Fail#3).
Now please people, if you cannot offer this service in store then what are you doing in this game at all?
I eventually managed to get around to pushing through the frustration of the online process on the 31 May as I was busy with the move to Jozi. My last payment should as such have been on the 31 June. Then I received a statement of R1263 with some foreign looking items on it. I enquired and discovered that the package had not been R799 for some time so I had to pay in the difference. Now, why was I not provided with some form of communication or reminder about this? (Fail#4) I conceded and squared up my shortfall in order to put this terrible experience behind me and promptly deleted the debit order instruction before they charged me for anything else.

This is where the real crime begins... I called my banker last week to enquire about a home loan and was in complete denial and disbelief when I got told that I had a misconduct against my name! I asked her to do some digging and discovered it was TELKOM! I did some digging myself and found out that telkom had charged me R3.41 as a "Once off charge", AFTER I had squared up and cancelled my account! Now I know, R4 is not going to break the bank but its the principle of it.

Telkom, please explain, HOW CAN YOU TAKE AWAY A FAMILY'S ABILITY TO BUY A HOUSE OVER A R3.41? This after I had paid you every cent I owed you, despite your pathetic service and "creative" service fees.

This is not just a case of poor service. This is a case of your poor service leading to such an extent that it had become detrimental to the lives and future on a family.

I demand answers and most critically I demand that this misconduct be removed immediately.

Yours in earnest, Account# [protected]

Good day

I have been billed for R2755.15 on 1 September 2018. I had purchased a Iphone 8 value of the contract of R625 per month on a 24 month contract. I addition to this, there is also an Iphone 8 Plus value of the contract of R728 per month on a 24 month contract.

I collected the phones on 30 August together with the sim cards and signed for acceptance of all the documentation. Phones were only activated in mid September after numerous calls to the

Thus if I have a contract to the value of R625+R 728= R1353, which should be billed on the 1 October 2018.

My bank account was debited with R1500.00on the 14th September and again another R1500.00 on the 15 September 2018. Making total amount taken out of my account of R3000.00 which does not reflect on the statement.

I have been to Telkom in Rosebank mall and explained the problem on the 12 October 2018 and they lodged a complain. I was told that it would take 48 to 72 hours to be resolved. To date nothing has been done or rectified. I checked in another Telkom store who advised me that my account is due to be suspended.

Should my account be suspended, I will cancel all my dealings with Telkom. I have never been miss delt with in my entire life the way i have been with this short spell of dealings with Telkom. I would appreciate a speedy resolution and rectification of my account .
A official reply would also be appreciated.

My contact is [protected] and my email is [protected]@irepublic.co.za

My telkom Account is [protected] according to the statement, .

Good-day
Ive been sending emails to telkom mobile since July18 but the matter of my refund has never been resolved nor did I get any response from all the emails I used as follows:
[protected]@telkom.co.za
[protected]@telkom.co.za
[protected]@telkom.co.za
[protected]@telkom.co.za
[protected]@telkom.co.za

There are two amounts thats been deducted from our company bank account, but this is was the third issue I had that was never resolved.

What is the problem! Why dont I get any call backs or even replies to my emails ive been sending since july!
This is ridiculous!

If someone does not get back to me asap I will hav to take further steps.

Your service is pathetic!

Hi,

I am currently waiting on my money to be refunded into my account as it was debited from my account from on the 15/10/2018 and 16/10/2018 which resulted in R2000 on the 15/10/2018 and R375.50 on the 16/10/2018.

I have raised this issue with your customer service, I have been told that the money needs to be allocated. I have been waiting for over 2weeks for the money to be refunded into my account, as I have no money to go work or to go shopping, this has been an inconvenience to me.

I have called every single day to get the money refunded into my account the money was taken out, I kept on being told that we waiting on the billing department, I have told this for the last 2weeks now. I want this REFUNDED ASAP into my account.

Also I was not able to use for my phone as Telkom has suspended my phone, I was not able to make phone calls out nor receive calls, I have a wife that was not able to go to work neither was I due to unnecessary money being deducted from my account which was not supposed to be deducted. I want a credit for the downtime which I have received which was 6days in total before I could you my mobile phone.

Also on the 15/09/2018 money was debited from my account which resulted in R1500 which was for the month of September, however the agreement was with Telkom, Is to debit money from my account for my monthly invoice on the 1st of every month, however you guys failed to do so, money was taken out from my account before the end of the month which was not my agreement with you guys and to top it off you guys debited a R1500 on the 15/09/2018 where my invoice for the month of September was only R1177, which means you guys owe me R323 which I would like to be refunded back into my account ASAP.

The total amount that needs to be refunded into my account is R2698.50, and the downtime needs to be added into that total amount as well.

Please respond to this email I would like a response as this issue has been going on for 2weeks and it is almost reaching the end of the month of October and then money is going to be deducted from my account again.

The service I receive is PUTRID!
I would NOT RECOMMEND TELKOM TO ANYONE at all.

Good day Telkom.
You have no cancellation option on your web.

During August I cancelled my landline service at your Alberton Branch, cancellation reference no [protected].

I have to date not had any communication from you in this regard.

I have removed my handset altogether.
I am still receiving monthly billing.
I want you to close this account and pay back my deposit that I paid to you in 1995.

My cell no [protected]

First of all I've been with telkom mobile from the beginning.Internet was great now it's the worst that it's ever been.I have to try loading a page for five minutes or more before it loads or I just give up, Even making calls is a problem, as soon as I dial a number I instantly I get call ended before I even get a dial tone and I didn't end the call.If I have an emergency what am I supposed to do which has happened and oops sorry call ended.Now I'll get to ordering wifi.We ordered it waited a couple of months nothing came went back to the agent numerous times, they said(we are not responsible for the installation, please call this number which is customer service).Then we get the bill for the wifi which is not installed, and they took the debit order from the bank which we went to reverse.Then I decided it's enough of the run around and stories and went to cancel, but guess what I'm still getting bills for wifi I don't have.This is telkom the worst network I've ever been with.

It is so frustrating that I have been writing to and speaking to different Telkom personnel and have never had my problem resolved. In March 2018, I requested for a termination of my DSL part of my bill as we now have Fibre and didn't need it anymore. With references given with every call every 2 wks or monthly, I have been following Telkom to cancel my DSL line and rectify the bills they keep sending me to reflect the back dating from the date of cancellation. I requested my land line to be left active with simple weekender plan and still nothing! Almost 6 wks ago, my phone line was disconnected and I am now left with an enormous bill that keeps escalating monthly and NO line. I have emailed, called and visited so so many times and I am at my wits end! The worst service in the world cannot begin to describe the level of inefficiency and lack of care Telkom gives it's customers. I have hung up on, yelled at, ignored, left on hold for 4 hours, and the list goes on. You can't tell me Telkom has NO care for it's paying customers who have been loyal and paid on time for years.
Any help received will be appreciated.
Thank you!

I have installed my adsl on Monday 15/10/2018 - i have activated the lines more then 8 times. Everytime it is confirmed that my line is active - and when i get home nothing is. I have been struggeling for 3 days just to find out someone elses username is on my line. And my username is not activated not even mentioning how long i stay on the line just to talk to an operator giving my false information!
Fix this immediately!
I want my wifi on by tomorrow or you can collect everything at my house and I will thus take my business else where!
This is utterly ridiculous, i have never been so disappointed in a network.

We are fed up with Telkom and there bad service! How can we wait such a long time to have a landline installed and every time we call up on the installation process then the dumb agent gives me a stupid excuse! I been waiting for Julia manager to call since last week as they cant even give me a contact number for the engineers or their manager's name.

All they say is that engineers is investigating! INVESTIGATING WHAT!
I NEED A CALL FROM A BLARRY COMPETENT PERSON OR I WANT MY INSTALLATION FEE BACK AND WILL HAVE THIS POSTED IN THE NEWSPAPER!

WE ARE RUNNING A BUSINESS AND WE NEED THE LANDLINE AS WE CURRENTLY USING MOBILE AND MOBILE DATA!

TELKOM CANT EVEN GIVE ME A REFERENCE NUMBER WHEN I CALL! THIS UNACCEPTABLE.

ANTHONY TRUCK BODIES AND REPAIRS (PTY) LTD
[protected]
BAN NUMBER: [protected]

We noticed that our internet line was down yesterday (16th October) due to a power outage in the area. So we made the call to Telkom at around 11AM. First of all, the agent was rude, cutting me off while I was explaining, he also talked to his colleagues around him while I was talking, then he put me on mute, he also repeated the same sentence over and over again, not listening to what I was saying. And this morning we called again finally got the story straight. Our internet line was suspended, due to no payment. I checked my invoice and realized that, starting from the invoice for June, there is an extra charge for the modem I got when signing up for this deal, that was in 2017. We had no choice but to call Telkom again asking for an explanation. They apologized for the incorrect amount charged but they need 2 weeks to rectify the mistake and if I want my line now, I have to first pay R2000. Why do I need to pay if the amount was wrong?

If, by any chance, this complaint reached Telkom, you can contact me on my cell. [protected]

I am fed up with Telkom!

I have been relentlessly trying to apply for a mobile contract with Telkom.

I have applied 3 times and been declined due to incorrect personal information? After which no one even calls to find out what's what. I have called and and called and even went as far as calling Transunion * the credit bureau that Telkom uses* to update my details and have still been declined there after! I have made over 10 calls to Telkom and been advised to visit the store where i should be approved

I have visited the store THREE TIMES. The first time I had my pay slips but no bank statements there fore I could not be helped. The second time the phone that i wanted was priced differently in store and online and the consultant advised me to try again online to get it at that damn price! The third time none of the two telkom stores in Liberty Midlands Mall had stock of the phone i wanted! They claimed Telkom would never receive stock of the Mate 10 Pro again. Only to call in on Monday and find out they have stock of the phone?

Oh and after being declined over and over I get a damn call from one of your damn call centres to say that i have been pre damn selected to open a damn account! What in the hell! They actually assured me would definitely be able to get a contract with Telkom as thats the reason for their call, which I declined because once again they had no stock of the phone I wanted!

To top it all damn off I have a flippen uncapped landline with Telkom! For R599 a month! My details conveniently matched then! How can a damn application for someone whos already a damn client be declined?!

Seriously pissed off.