Telkom SA SOC
reviews and complaints

Hi, we've applied online for home internet - superb service! A message was sent to us to make payment at any telkom store, to which the Rustenburg waterfall mall branch was not able to help us because they have already done their cash up at 5pm. Why can't payments be done during trading hours which is untill 6pm? The lady was very rude that made the decision on behalf of every employee in the store - is that the type of service that represents telkom? Should we re-consider becoming telkom customers? It almost seems that payments can be done in store when it fits her and not when a telkom sms tells you when and where.

In 2016 December, I sold my house in Empangani and asked Telkom to close my account. However, it happened that for a lengthy period, my phone was not functioning and someone was using my data. I lodged several complaints with Telkom and some were resolved and others were not.

To my surprise while I was waiting for my queries to be resolved as to why my line was incurring cost and yet it was reported not working, instead of answering me, Telkom handed me over to a debt collector before the grievance was resolved. I discussed the mater with the debt collector and we agreed that Telkom should first resolve my complaint and the debt collector informed me that she would refer the matter back to Telkom. Even though I was not satisfied with the grievance resolution, I just decided to pay the amount that Telkom said I owed. To my surprise, while I was trying to buy a house this year, I discovered that I was listed with the credit bureau for a debt I settled in June 2017.

I have a router which i bought from telkom, since last month i have been waiting to investigate a fraud issue regarding my data missing without evenusing it, i did callcustomer service and according to their side itsdoesnt show that i have data uploaded, then where is it going to, cause i do have bank statement saying i made a purchase .When i go to gateway store aconsultant told me data wasuploaded nd used up, but who was using it ?i logged a fraud up until today they havent get back to me, its been 3 weeks now.

Cancel Services: Acc no [protected] Van Aswegen JHDV

I moved to KZN from Gauteng at the end of February 2018, after my retirement. I followed due Telkom processes to cancel my subscription as the same type of service were not available in Port Edward (10Mb/s DSL Internet connectivity). Recently I moved to Uvongo and applied for LTE Service from Telkom. I was shocked to be told that I owe Telkom money and therefore will not be assisted. It is totally wrong, unfair and unnecessary.

I canceled my services on the 31st of January this year and received confirmation thereof. Telkom works on my ID Number and never asked for an account number. It's important to know that I always had only one active service and account with Telkom so the agent supposedly would have been able to identify the active service with ease.

Unfortunately, to date, my services have not been canceled and has an outstanding amount of R6000.00 and still growing on a monthly basis. I visited a Telkom Shop three times already. They escalated to their operational and account departments twice without any effect. They escalated to the manager's manager without success.

They just not acknowledge any emails or make any contact at all. Nor is it possible to personally contact them. They hide behind their Help desk.

I contacted the Icasa Consumer Complaints Team as well with no feedback received yet. Hopefully, they are working on it.

Telkom even acknowledges receiving the cancellation:

Dear Customer

We hereby acknowledge receipt of your fixed line Consumer Contract and Services Cancellation/Retention Request. Your request will be attended to within 21 business days. We will endeavour to contact you to verify the information provided and/or confirm cancellation/retention options available.

Please be advised that:
• This mailbox handles consumer fixed line cancellation requests only and for all other requests e.g. Billing, Faults, DSL Speed issues or Order Progress, please call Telkom on 10210.
• Please note that all cancellation requests must be accompanied by a completed and signed "Consumer Contract and Services Request" form. The form is available at https://tlkm.link/ConsCancell.
• Please include proof of the account holder's identification or duly authorised person's identification (copy of SA ID or passport).
• Copy of death certificate (where applicable).
• Failure to provide the above could lead to unnecessary delays.
• If you resend your request to include supporting documentation, then please also include the Cancellation Request form in the same email.
• Moves and relocations can be completed online at www.telkom.co.za/moving
• For Business fixed cancellation requests, please provide a cancelation letter on the company letterhead accompanied by a copy or the account holder's ID to [protected]@telkom.co.za. The business cancellation from is available at http://tlkm.link/BusCancell.
• IF you have a DSL service with another service provider please first contact your DSL services provider, cancel your DSL with them and inform them to convert your DSL line back to a voice service (PSTN). Once confirmed, then please email your voice line cancellation request to Telkom. The form is available at https://tlkm.link/ConsCancell.
Please note that a standard written notice period applies in terms of changes to Telkom products and services.

Kind Regards
Telkom

My name is Jaco de Jager. ID [protected]. Sel: [protected] or [protected]. 65 van den Heever street Flat nr 5 Odendaalsrus 9480. I have applied for an adsl 10meg line with Telkom which was approved, the problem is now with the installing of the line. My wife has phoned numerous times to Telkom because they log the address wrongly every time. Its almost 11 weeks and still no adsl line. I am losing business as we are doing a lot of trading via the internet. Now they can only help with the installation the 15th of October 2018. I have no words to express my utter disappointment because if the telephone operator took down our address correctly our line would have been up and running already. We cant wait till the 15th due to loss of business opportunities that we miss now due to not having an internet at home. The seriousness of this is of utter importance. Please is there a way that you can help us sooner please. My husband needs to continue his work from home and needs to correspond to people in The Congo. PLease if there is a possibility can they schedule and installation as soon as possible?

Kind regards
Jaco de Jager

I've currently got 2 cellphone accounts with Telkom mobile on my name, one that I use and one that my husband uses, both costing R600.
He has asked me if he can increase his amount of minutes he uses each day which I was fine with. He called telkom, and without my permission from Telkom, they increased it.
The cellphone my husband had got stolen which he then reported missing at end of June and never done a simple swop until beginning of September.
The month of September, my bill came to approximimately R2200, which I then went to into Telkoms branch to query. Apparently, the cellphone my husband was using masteriously bought a R1131 data bundle, again without my consent. I logged a case with Telkom which I then received an SMS saying that the case was resolved. I called the number on the sms and waited half an hour each time without any luck getting through to them. I then logged another complaint that I couldn't get through to them and still, no response. Normally when going into Telkoms branches, one can't do anything qith I'veout an ID document, yet, when I as the owner of the account gets no notification or authorisation from Telkom to amend or add anything to the contract amount. How does than even work. The previous month I also paid extra on my account. How am i paying for something that I firstly haven't used and secondly has never been authorised by me as the account holder.

I am extremely disgusted with Telkoms 'service' and I do not recommend anyone to take contracts out.

I posted a review on hello peter which I received a reply from Jawaad:
Good Morning Yushra

Thank you for contacting us
Please be assured that this matter has been escalated to the relevant department and feedback will follow.

Your reference number is AI3156415

We apologise for any inconvenience caused.
Kind regards

Jawaad

Telkom Social Media Team

Until now, I haven't received any other feedback. When will Telkom pay my money back!

Good Day

I'd no [protected] 

Ref number [protected] and Ref number [protected]

I am ANGRY and FRUSTRATED at the service that I'm currently receiving from Telkom. 

Ever since I moved into my new home on 28 February 2018 I have had endless problem with Telkom. Attached are proof of the issues I had and it is ongoing (read attachments first to understand the issues). 

Ref [protected]

The number I requested for was [protected] and this was done at the Chatsworth branch on 19 February 2018. I was told by Verona from the Chatsworth store that it is free of charge when moving and thats including the number. From the time my service was active my number was changed 3 time, thats including the number I requested. According to chatsworth branch the first mistake was there fault and the second wrong number was the call centre. The only time I got the correct number [protected] was because I complained to your department.

Around May the number [protected] was active, I was forwading and receiving calls.in July 2018 I received my first bill via post (this was my first and only/last statement I received from telkom since I moved in to my new home),   the number displayed on the bill was [protected]. I called on 27 July 2018 to correct this issue, change my personal details and enquire as to when telkom will refund me for all those days my service was inactive. I was surprised when the agent told me that [protected] was not active and could not pick up any information. I told the agent that I've been receiving and making calls from May 2018 with the same number. I explained to the agent the problem I experience to get this number, he/she told me that maybe they need to still update there system however he/she said they will log a fault and escalate this problem which include the refund issue. The agent then told me someone will contact me soon and we ended the call. Up untill this day no one as contacted me and it is near the end of September and the issue is not resovled.

Ref [protected]

0n the 9 of September 2018 I decided to check my bill on telkom app, I noticed the correct number was showing however when I looked at the bill it showed I owed R2470 which is totally wrong.

I called the billing department on 10210 on the 10 September 2018 to enquire. I spoke to zandile qasham and explained my story again. Zandile had told me they charged me for the change of number, she had spoken to the supervisor and then she told me they can see there is issue and she logged another fault and said me her supervisor will sort these issues out. I even sent her the same attachment to her email as proof that the billing is wrong and it's not my fault. She told me she will escalate the issues which will take 7 day for them to sort out and they will contact me. From the 10 September till 20 September which is more than 7 day and still the bill is the same and no one as contacted me.

20 September 2018 I contacted the billing department again for a follow up. Spoke to noluvuyo, she tells me the same thing. She will escalate the problem.

I have been with telkom for more than ten year and have always paid before or on time and this is how they treat a paying customer. This is [censored]. I am a busy person, I don't have the time to sit on the phone every week for more than a hour and for the telkom agents to tell me they are escalating it when nothing is being done.

Please assist and investigate with this matter as I need to end this issues once and for all. I cannot pay unless I know the correct amount before the 30 September 2018 and I will not pay interest if I am late in payment as well because telkom as been notified of this issue/problem from March.

Should you require more proof please contact Verona from the Chatsworth branch

Please Note: I pay all my account on time and I have never been on the credit bureau.  Should telkom not rectify this issue or cut my service and if I am put on credit bureau for slow, bad or any default payment whether it's now or in future for this issue, I will take LEGAL ACTION

My business moved to another building in the same complex on 6 September 2018. Telkom was supposed to move the telephone line but the technician did not arrive. The line was eventually moved on 12 September 2018. The line worked for two days. I have been charged for the line rental for the whole month even though the line does not work. Telkom is closing my doors to business. I phone Telkom on a daily basis and nothing is done to resolve the problem.

If I do not get assistance I am left with no choice but to bring a High Court Application to compel Telkom to fix my telephone line and ask for a cost order. It is shame that Telkom works against the president of our Country's wishes to support small business.

All I require is a technician to fix my business telephone line [protected]

I visited your Telkom Branch in Canal Walk on 25/08/2018 and signed up for the ADSL 10mb line. I was informed it will take 7 to 21 days for installation. ONE MONTH LATER we called telkom and the TICKET HAS BEEN CLOSED! how and why? we received a call on the 5/9/2018 telling us a technician would out on 7/9/2018 t but to date NO ONE CAME OUT. When I called your contact centre on 25/09/2018 I was informed my ticket is closed and marked completed! I have been with Telkom for 2 years with my LTE contract and till this point have never had an issue with Telkom . This is very unprofessional can Telkom please inform me when my issue will be resolved or will I have to wait another MONTH. I also received a sms informing me that i will be BILLED for this month. FOR WHAT, WHEN I STILL DONT HAVE INTERNET INSTALLED! lastly why are we as TELKOM CUSTOMERS not getting informed we have no idea what is happening. Someone also contacted me from the survey department and then said they dont know what is happening its like NO ONE IN TELKOM knows what the other departments are doing! INCIDENT NUMBER 3654306

1) My iPad mini tablet was incorrectly cancelled by Telkom - I only realised it when I was billed three months ago with an account of over R7000. I have been battling since then to get this matter sorted out. I went to the Cresta Branch a month ago from where a consultant assisted me in logging a dispute and escalated it to the billing department and his Regional Manager. He said it will take about two weeks and by when I should get an email with feedback. It is a month later STILL NOTHING. This amount of R7000 is sitting on my account, the same account where my cell phone is sitting and 3 x weeks ago Telkom decided in their stupidity to suspend my cell phone.

2) Ever since I am phoning the contact centre, trying to speak to supervisors - and surprisingly there is just never one available to speak to. My phone calls get cut-off, the consultants are rude and unhelpful - say they can't do anything I will need to wait until the amount of R7000 has been sorted out. Now how long is a piece of string? Must I now wait and pay for a phone that I cannot use until Telkom decide they have time to attend to my dispute w.r.t my tablet?

3) Today the 25.09.2018 a debit order of over R2000 goes off against my account - it is not even my cell phone bill! Try to phone the contact centre, twice - after holding the line for 20 & 30 minutes respectively, I get cut-off even before I get the opportunity to state my case.

Telkom's service overall, their billing department call centre, their follow-ups on disputes logged are the worst I have ever experienced. I cannot wait to find a way to get Telkom out of my life.

I have been in a queue for an hour in that hour the 2 consultants are still busy with the same customers. They are having fat conversations and joking and laughing with the customers. I don't understand how it can take over an hour to service a customer. When we ask them to please hurry up they are rude and ignore you. Unfortunately due to the horrendous service I have received previously using the telephonic method I have been advised to come into a branch.

Telkom has charged me for adjustments and subscriptions that I did not make a few months ago (16/05/2018).

I have tried to get hold of the accounts department several times, they have given case numbers but
after several attempts, I still haven't gotten any response.

This is infringing on my rights, as you cannot charge me for services or products that I have not used.
I want this issue resolved immediately or I want this matter taken further.

I want to know what the adjustments and subscriptions are for.

I want the charges of the adjustment and subscriptions to be reversed.

I also want all the charges for late payments due to the false adjustments to be reversed.

I was a proud loyal customer of Telkom, for a minute I thought Telkom cares about their clients. Oops! things turned around. Data depletes like no evaporation. What is going on..! A Gb has became nothing. Was it a lie promise that you will supply data at a reasonable rate? 1 gb depleting style goes 808 MB follows by 493 MB then 197 then 93 MB and the last is just Mb then you are done! . How odd is this practice? why, even if you didn't use data, the subsequency of the depleting data is the same. I refer lot of people to use this home based network, Now I regret even to mention the same.

I am so disappointed of this style of your business practice. It is obvious that there is some illegality in the pattern of this consumption. can these be investigated? Something odd is not adding up!

Did Telkom got in this bussiness not knowing pricings, and why was it so reasonable in the first place? What triggered price escalations so high. My usage pattern hasn't changed.

is there a public announcement that Telkom intends making in their near future that would make customers not to panic? Don't we deserve to know whats going on?

Good day

I had a business called cx auto and glazing and had a telephone line with telkom, in 2016 i moved the business from town to my home and asked to have the lined moved to our new address, i delt with Ashley the branch manager and Jason from Telkom Knysna.

We had them come to our house and there was no way that they could assist as there were no lines in our area 4891 concordia road windheuwel.

We had to cancel our line which was on in store on their computer as we no longer had internet as we had moved out of our store.

Telkom has no handed me over for over R18000.00 which i find very upsetting as i have no line i followed instruction from your store.

Please can someone try assist me with this matter.

Regards
Tamara Swart
[protected]

Prior to 2018, telkom issues were on the rise, no refund on our original deposit as ipi. Sa trading under jp potgieter and associate, thereafter in 2010 we registered the cc after endless problems we were given a number and lines.
The lines never worked, data issues etc.
We eventually could not get any service for a telkom pabx and we appointed leaf technologies.
Ultimately in this year we moved having finally met enious from telkom.
We approved a quote we signed and too date we billed on [protected] and [protected].
We now sit with no telkom line but bills from telkom.
Further more telkom has no grievance reporting procedure, several emails including that to carte blanche
Sent from [protected]@ipisa.co.za

Too date we sit with no assistance only promises.
Apparent cable theft, telkom has been a disapppointed in sa.
Telkom needs to be taken to task
Bbbee needs to fall.
Appoint people for their quality not their race because telkom people are both corrupted and useless, they do not care.

I HAVE LODGE A COMPLAINT WITH COPIES OF MY CONTRACT TO CAPE GATE BRANCH - ATTENTION THE MANAGER .
MY ACCOUNT NUMBER [protected]

I have included with my letter of complaint a copy ofmy riginal contract on which I had underlined and told the Agent at the time that Telkom is not allowed to deduct more than R99.00 from my bank account.

I phoned on 15/9/2018 and spoke to ANNELINE GOVENDER ON 081 180 She promised to send me a copy of my original contract and I am still waiting for that nd her explanation for the overcharge of R650.51 is due tothefact that I have an open plan and I exceeded the limit in my 21st month of the contract. I am a pensioner and I have a full DSTV installed in my house plus I do not know what the word streaming means so my contract is for 10GB plus 2 GB yet in September I had over
spend by 9300.00 GB. Pleas let me have a comprehensive invoice with all the websites and activities during the past 3 months.
MYCONTRACT WAS NOT OPEN AS STATED BY MRS GOVENDER AS I HAD STATED THAT TELKOM IS NOT TO INCREASE THE DEBIT ORDER AND THE MAXIMUM IS R99.00.
Mrss Govender then referred me to the branch where I signed the contract.

SHE DID NOT GIVE ME A CASE NUMBER EITHER.

THE BRANCH REFERRED ME BACK TO THE CALL CENTRE AND AFTER I EXPLAINED THAT I DID PHONE THAT NO SHE PHONED HERLSELF THIS WAS A MISS JONKER.
SHE THEN PHONED THE CALL CENTRE AND SPOKE TO A VERY RYDE THEMBI WHO TOLD HER THAT THE BRANCH MUST DEAL WITH THE QUERY AND THAT MISS JONKER WAS NOT ALLOWED TO SPEAK TO THE SUPERVISOR OR THE MANAGER AT THE CALL CENTRE.
MISS JONKER GAVE ME A REFERENCE NUMBER 2490851/

FORTUNATELY I FOUND MY ORIGINAL CONRACT COPY THAT WAS GIVEN TO ME AND I HAVE GIVEN THE BRANCH AT CAPE GATE A COPY OF THIS R99.00 CONTRACT.

PLEASE SUPPLY ME WITH A e-mail address where I can send all my documents to.

I had a similar case with Telkom before ofwhich Mr SHAUN SMITH is fully aware of.

I handed my complaint to CAPE GATE on Monday and to date 19/9/2018 I have not received any feed back yet. I was told that the information will be given to Emmarentia Lee by the sale assistant that I handed my documents to.
Thank you

MRS A G KRETSCHMER

Telkom reference - 80ctz100918
reported fault on line [protected] on 10 /09/2018 - feedback i that cable is stolen. Telkom will do an investigation. Got feedback today that telkom has decided to replace the cable and i can expect my service to be resored on the 30/09/2018. You tell me if this is fair. Please escalate to telkom management and let me know.
Thanks
vp kemp

Sometime in 2015, I entered into a 24 months contract agreement with Telkom where Telkom opened a Financial Account with Number ([protected] ) for data line [protected]. At the expiry of the 24 months, I requested cancellation of the contract due to poor service by Telkom. On the 16th of August 2017, I requested Telkom to cancel the contract immediately over the phone. Telkom call centre agent by the name Limeeze Illsa Samuels emailed me the cancellation form to be completed on the 16th of August 2017 and advised that the completed form together with the required documents be send to [protected]@telkom.co.za. It was stated in the email that the cancelation process will take 21 working days. I emailed the completed cancellation form together with the required documents on the 23rd of August 2017 as advised by Telkom. Months later, I received a statement for money owed to Telkom. I followed up with Telkom and in November 2017, I was contacted telephonically by a Telkom person who
apologized and said that they will cancel the account on their system end of November 2017. I explained to agent that Telkom will be responsible for the extra billing after the 21 days period. Later on, . Telkom debited my bank account on several
occasions for the extra billing and my bank FNB bank reversed the billing as they regarded it as fraudulent transactions. In September 2018, I find out from Nedbank that I do not qualify for credit because Telkom had blacklisted my profile due to an account closed on their system because of non-payment which i regard as false allegations.

Well its 2 weeks further and no joy as yet, no answer on this mail or no telephone line

Transfer of line problem [protected] ([protected] acc)
Mon, 3 Sep 2018 11:50:10 +0200
Karen du Toit
[protected]@telkom.co.za, [protected]@africanexpeditions.co.za, [protected]@africanexpeditions.co.za

TO WHOM IT MAY CONCERN - URGENT HELP NEEDED

My problem started 24 July 2018, when i requested my line [protected] to be transfered from 17 Boerneef Street Stilfontein to 20 Preller Street Stilfontein on month end. I did this request from MWEB as my telkom line was administered by them.

30 July 2018 no contact from MWEB or Telkom so i phoned Mweb, which they then in turn said as period for line transfer was so short, they transfered my line back to Telkom and I HAVE to request transfer myself from Telkom, which nobody informed me about., phoned 10213 (10h24), see attached call logs, spoke 32 odd minutes, went through whole systems checks etc, lady stated i will recieve sms with ref no, and that she will put through as priority transfer, to this day no number was recieved.

On 2 Aug i phoned again, where they stated that no request was recieved and I HAD to go to Telkom shop and request transfer, which i did, Ref 276233937A, said it will take 7 to 14 days and that Telkom / Open Serve will contact me to confirm time and date.

I started following up again see call logs to call centre on 13 Aug. Got Escalation Ref no 3460916, which according to contact see attached screenshots from emails, only requested on 15th.

Spoke to Chantal 10213 on 16 Aug, said going to put in INCIDENT REPORT REQUEST Ref 3472887, had to phone again on Saturday...NO JOY!

22 Aug, 4th day calling 10213 - system offline on Telkom side, spoke to ZAMA 11h40, said will do email and will copy me on my email address, asking for new incident report. ---------still awaiting email or reference number.

24 Aug, phoned [protected] spoke to MUZI ref no [protected], said IT is working on problem, will copy my in email ---------------still awaiting email

HOW CAN ONE REFER ANYBODY TO TELKOM, IF A SIMPLE TRANSFER OF LINE IS TAKING SO LONG, STILL NO LINE, HOW CAN I PAY FOR SERVICE NOT RENDERED?

JUST PHONED AGAIN, 10213 DO NOT EVEN PICK UP!

PLEASE YOUR URGENT HELP PLEASE

KIND REGARDS

KAREN DU TOIT

[protected] / [protected]

On 9th January 2018 I received my bill and discovered that I was being billed for two ADSL lines (2 of TIN numbers) on the same service number (viz [protected])

I immediately logged a dispute; reference numbers [protected] and [protected] (namely for being billed for 2 TIN numbers as well as being billed when no service was provided.

On 19th February 2018 when I had still had no satisfactory response, I contacted Telkom telephonically again.

I received SMS notification in March 2018 advising that my disputes had been resolved satisfactorily and that a Telkom employee would be contacting me shortly. The disputes have never been resolved and I have had absolutely no communication from anyone representing Telkom.

I have made regular frequent enquiries about this matter since then without success.

Despite the number being disconnected and enjoying absolutely no service since March 2018, I am being billed R1, 577.77 each month which includes TIN number 3207338 which is incorrect - the TIN number for my service number is 3031007. The monthly amount should be +/-R800.00 if I actually am able to enjoy Telkom service which I am not at this stage due to the service being disconnected.

I look forward to a speedy and favourable response, failing which I will be forced to approach ICASA and the Ombud to resolve the matter.

Credit all amounts billed after March 2018 as i have had no service and i am not on a contract. I am on a month to month basis.
Credit the additional line added to my profile dating all the way back to January 2018.
Once this is done, i will agree to pay you for the CORRECT BILLING amounts for services rendered.

Telkom couldnt care less about their customers. In fact i have not even been contacted once to enquire why i do not pay my (incorrect) account.

I WANT THIS MATTER RESOLVED!