Telkom SA SOC
reviews and complaints

On Monday 8 May my lines were suspended due to telkom.. I upgraded my service and the blocked my old account opened an new one without telling me . I paid my account in the blocked account and sent them the proof of payment.. Mr S Zuma then told me all lines are open . I was out to technical they put me to service then to billing .. but the lines were still inactive.. I phoned again.. after speaking to 9 different people some no answer.. was told today an case number was put to my account 3143663 and the the person that is dealing with my account will Contact me it's theb16 today I'm still with out internet...

I have been receiving a telkom account from December 2017. Needless to say I have tried contacting them, talking with an online representative, sending emails, logging a fault ... noboby seems to be able to help me.
Account number : [protected]
Amount : R1, 010.46
I do have a account which I pay every month and which is correct.
But the account in question - I have no idea and I have nos ervice to show for it?
My contact number : [protected]
J Taljaard

On the 28 February 2018 I placed an order online for Macbook Air 11.6 Laptop which comes with a wifi router the reference number ORP20180302001 they delivered the wifi router only. I called several times I've been sent from pillar to post some of the consultants that I spoke to they said they didn't see my order on the system the other said it was with the courier company. On the 7 March they took R549.00 for the Macbook of which I haven't receive. On the 15 March I called to cancelled the order and I was told I will be reliable to pay the cancellation fee of which is R69.00 per month until the end of the contract. On the 18 March I went to the bank to reverse R549. Im not going to pay that fee since Im not the one who bridge the contract agreement I didnt receive the laptop and Im suppose to pay the cancellation fee of which is not my fault.On 25 March they didacted R262 and I reversed it and on 25 April they didacted R414 and I reversed it and 15 May they didacted R410.08 and i reverse it. I need this contract to be cancelled it will damage my credit rating I cannot pay for something I didnt received. My ID number [protected] Hlengiwe Molelekeng cell [protected]. the new ref [protected]

Last year 2017 October I had applied for a Huawei P8 light 2017 black and the phone was delivered in white. I had contact telkom for the phone to be picked up which was did picked up and 3 weeks later around Dec the correct phone colour was delivered.

Now the first phone was never used but the account has not being removed from my name, I have called several times and raised quite number of escalations but nothing has been done, now the account has been submitted to debit collectors. And I can't pay for a phone that was returned and am not using

They can see from their system that the sim was never activated and never used.

The telkom account in question is [protected].
Please help Khathutshelo

I applied for a contract which was granted on the 03/01/2018. I was advised that I was not going to be debited on the 25/01/2018, however it would debit with pro-rata end of Feb 2018. To my surprise I was not debited then and even in Mar. When I enquired and chatted with Thulani through Telkom LiveChat on 09/04/2018 I discovered that they captured an incorrect account number even after providing them with the correct details as well as my bank statement when I applied. I called the office in Rosebank and they also confirmed the incorrect account number that they had. I requested to speak to Nandi Maringa who was not available at that time and was promised a call back from her. She did call later on the 07/05/2018 and claimed to have the correct banking details. When I asked why was I not debited as per our arrangement, she failed to explain why. She escalated the matter to the credit department whom have failed to provide valid reasons as to why I was not debited as arranged. I requested her to provide me with a letter stating that the fault was not on my side for me to submit to my bank as I am applying for vehicle finance. To this day I have not received the letter however I was shocked last night when trying to purchase grocery that my card was declining. Upon me checking my account, I discovered that Telkom raise a debit of R2500 from my account which was not authorised. I did not have sufficient funds for that debit to go off my account which I know that it will cause my account to have unpaid debit orders and I will be charged. My credit status is being tarnished by the incompetency caused by Telkom staff. I do have screenshots of my chat with Thulani and the thread of emails from Nandi.

Good morning, I don't know anymore who to talk to because the telkom support line is clueless and has no idea... I have a huawei router - I work remotely from home in cape town and log onto our server in gauteng via a vpn connection - suddenly since last monday nothing was working and telkom only announced on thursday that they have changed the apn settings. I received the new apn settings but my vpn connections are still not working. I am falling behind with my work so much that I have no idea how I will catch up. I need a solution extremely urgent - I pay for a service I simply don't get. My router is working fine, internet is working, but the most important thing namely the vpn connection is blocked. Please point me in the right direction or help me if you can. It's unbelievably frustrating. Regards. Anelda

Dear Telkom

I trust that you are doing well.

I am at the point of frustration and I really would like to get my new contract cancelled if this issue can't be solved in the next 24hrs. This is unethical business practice on the side of Telkom. The process was very easy to apply and take out a new contract, but to get after sales service. It's simply not existent. I am also running a business and this type of service is simply unacceptable. I can't believe Telkom Mobile has last this long with this horrible service to clients.

I took out a new contract for the iPhone X about a month ago. I received the package, but I am unable to make use of the contract sim as I need my existing Telkom number swapped. I requested for my banking details to be changed to my business account details at the time I took out the contract. I have also express my interest in wanting to use my existing number as used it for business purposes. I was told i could do this afterwards, now to find out that i cant do that. I should have taken it out in the name of my business.

The followed process, I have tried to contact various parties within Telkom to no avail.

About two weeks ago, I went down to the Telkom shop in Mutual Park, Cape Town. Just to discover that they can't help me. They can't access my account. I was requested to hunt down the person who help me via the sales call centre team to change my banking details and help me with the number change/ number port.

I told the Telkom consultant explicitly that I will not hunt down people to sort this out. They should sort it out and assist me in the shop which they could not do. The shop couldn't do a sim swap in the shop as they didn't have the rights. The most annoying part is that fact that I need to call around to figure this out. A week ago, I was called by someone in the Pretoria call centre, telling me they will resolved the issues. But up until now no word, no news. I am more and more annoyed but the fact that none of your departments are able to assist.

Coming monthly end, I have to pay a bill and I am unable to make sure of the contract facility. I am expected to pay for a service I can use. Is that ethical business practice and fair service on the client.

No one can give direction. I am very annoyed about the fact that I am sitting with a contract that I can't use. I have to pay thousands of rand and are unable to use your service. Trying to find the cancellation page on the new Telkom website even worst experience.

What i don't understand is, how the Telkom business process or lack thereof is becoming a consumer issue. These issues should have been in place by now. Why is it still an issue?

I am not willing to walk around with two sims cards and one phone. I have to run a business. How is it possible that Telkom still has not figure this out? I want to swap my Telkom number to the contract numbers.

Can someone please assist, if not than I rather want to cancel my contract. I am sending this email to ICASA as well. I am tired of incompetence! Bad customer service and its only the start of the contract. This level of service is unacceptable and poor.

On 27 December 2016 I signed a mobile contract with Telkom. This account had been fully paid every month for the full contract duration although I was retrenched on 30 November 2017. After I lost my job, I could no longer afford to pay the contract and was still of the notion that the contract period had not yet ended. I called Telkom to inform them about my financial status and also sent them my retrenchment letter as per their request and I informed them telephonically that I could no longer afford the contract. They tried to let me make payment arrangement which I could not afford. I also asked them if I had an option to cancel this contract or downgrade to an affordable one but the consultant informed me that my contract was not due to for an upgrade and that if I chose to cancel, I would have to pay the remaining months as the contract is only ending after the second half of 2018. My services have since been suspended due to non-payment of the account but the monthly contract amounts are still being invoiced. I called again to resolve the issue and I was now informed by another agent that my contract ended in December 2017 and that I could cancel. I immediately sent an email to Telkom customer services with and instruction to cancel and with a proof of payment of the outstanding amount at that stage. After a month I enquired again about the fact that I cancelled via email and the consultant the said I should sent a cancellation form to their cancellations department for this cancellation to take effect. I then waited a month again and still no response from the cancellations department. I called again and the consultant informed that all outstanding invoices including the ones issued after my cancellation request need to be paid in full before the cancellation can take effect and that invoicing will continue in the meantime. I tried all other means resolving this matter and the consultant said that the invoicing will continue (even though the services are suspended, the sim card blocked and a cancellation request submitted) until such time that the debt is written off and my name blacklisted. I assume they want their bad debts to increase to its maximum so that there is enough money to claim as a tax deduction on their expense account. I feel that Telkom deliberately misled me by informing me that my contract expiry date was not due and they need to credit my account with all the amounts invoiced after my account was suspended. I have again forwarded Telkom with the cancellation request and will wait for them to respond.

I took a phone on contract a Sony in 2015 and the agreement was two years of being debited, its 2018 now and they are still debiting. Telkom gets so greedy they debit close to a R1000 into my account and what I'm aware of is that their contract is long over due but I'm still being debited for what? I called a Telkom agent by the name of Nhlanhla she said I should fill in a form of cancellation and sent it back to her, yet I'm still being debited. Worst of all I don't even use the network anymore but my bank account has become an ATM for TELKOM.

Its been a month now, and my internet has not been sorted out yet.

Afrihost manages my line and I logged the fault with them last month 14 April 2018 (its literally been a month). Telkom comes out and does some changes, the guy tells me, he'll have to come back. He figures out the fault is underground and he then tells me he cant fix the issue cause he doesn't have access to the drain/underground.

I wait a week and when I follow up I find out that Telkom sent AFRIHOST a message/report to say fault fixed. When I contact AFRIHOST they say its successfully been closed off and that they cant reopen it cause its been closed by a third party. Which means in their books the problem has been resolved and what ever I complain about or log is seen as a new fault. Surely that is not right, besides the fact that I'm being sent from pillar to post and Telkom is able to change the stats in their favor.

So now it's been a month and I'm still stuck with the same issue. I cant complain with afrihost because and i quote:

"I am sorry the conversation is going nowhere. I have logged a fault because Telkom closed the fault and we can't reopen closed faults, rather we can only escalate open faults. We log faults as telkom as the line is their infrastructure they need to intervene. Unfortunately there is nothing we can do to turn the situation around as we do not own the infrastructure, When Telkom contacts you or sends an SMS to reply if the fault has been completed please do. so that they don't close the fault and contact us to escalate on the fault. Have a lovely day further"

So they cant do anything and I am so frustrated cause I have had to log a fault almost every month for something.

My so called fixed fault is AH20180426-432015.

From: elton fivaz
Sent: 14 may 2018 03:16 pm
To: [protected]@telkom.co.za
Subject: account [protected]

Good day.

I really do not know where to go next
Since having this line installed in the beginning of 2017 I have logged fault after fault after fault after fault.
I work for momentum, it is a financial institution.
My head office and server is in centurion.
I had this adsl installed so that I can connect to my server in centurion so that I am able to work.
I have been to the facebook messenger team, I have been to hellopeter 20 december 2017 (yes, that's almost 6 months ago!), I have logged more faults.
Every time, my fault is closed!
Surely if a fault is closed it means that the issue is resolved and my adsl should be working?
If this fault was closed yesterday, why has my line speed been 0.01mb/s per below the entire day? (ps - I am expected to pay for a 10mb/s line)

I have also disputed my account and bill that telkom is happily sending me every month expecting payment (yes, the r4000.00 arrears) which I reached a point of refusing to pay until I have a working adsl line.
Once again, I logged yet another fault (go check how many faults I have logged!)
The newest one is fault reference number [protected] (logged 02/05/2018 - please see all previous faults that were never resolved) which I was just told by 10210 has been closed 13/05/2018 (yesterday), why was it closed?
Now it needs to (again) be re-opened and I have to wait (again) for it to be allocated to someone.
Then, where is the router that I am supposed to have?
I was supposed to have a higher level huawei modem which was taken by a technician in march 2017 (!) and replaced with a far inferior aztech router?
Now why do the technicians not know that this router is not the correct router? Because they have not been to my premises to resolve the problem with my adsl line.
I have attached my previous communication for your perusal.

I have been struggling with this for an entire year!

on the 27/03/2018 I applied for a new Telkom line to be installed as I relocated. I was told that it should take 7 - 14 days, a technician was out on the 02/04/2018 to see & said that there is a problem with the unground cables which will take another 7 -14 days. its 6 weeks later & I am still waiting for a telephone line. I have kids at home & there could be an emergency & Telkom is just not interested. when you call the customer care to enquire all they do is give you different dates & say we will escalate the query. it is frustrating & annoying dealing with a public company that has no efficiency.

I have taken screenshots & sent them to telkom. I have now taken photos for proof that shows my music lit on the 10g fmb bundle, disappears witout it being used. I have been complaining for the past 2 mths to telkom & all they can tell me is I have accessed the internet so the data will be used. The more I tell them the music lit has not been accessed, the less they listen to me. I still have no answers or re-imbursements.

I took my sim card out of the dongle I use for my laptop & put it into a cellphone that does not have access to internet at all, it can only sms & phone.

I monitored this for 2 hours & this is my findings, with proof that I can issue. From 10h04 - 12h00pm, a total of 12mb disappeared from my total, yet, there was no internet connection at all. My vid lit data decreased by 1mb in the 2 hours. Now that may not seem much, but lets take it over the 30day period one pays for to last. Music lit = 288mb disappearing over a 24hr period. Multiply that by 7 days a week, multiply that by 2! I have worked it out exactly that without using the music lit, it will expire in 2 weeks & 4.19 days & that is exactly how long this music lit has taken to expire!

It is cyber fraud & theft for this to be happening. I had the same things happen to mtn & without a doubt, all network providers are doing this & people are not keeping count/score. Well I am. I can stand in court with these pictures of proof as to what happens. I will even take a video to show that no broken time will appear & they will clearly see the data amount decreasing & in a device that cannot access any kind of internet. Vid lit is 12mb in 24hours, multiply by 7 x that by 4 weeks +2 days! That is data bought & paid for but is disappearing! Cyber theft is a crime & a huge crime. We are not in control of our "pay as you go" cellphones & once off data bundles as they make us out to be.

Kindly test is yourself & you will see what I am talking about. I want my data bundles refunded to me & made valid for the months I have been complaining about this without getting any joy from telkom, let alone understanding.

None of the communication channels work & the only one that does, is the sms to 180. But even then they keep sending the same sms back over & over, we require the following from you, even once you have sent it to them. That is ones reply.

All this testing was done yesterday being sunday 13thmay 2018 but this has been happening consistently for the past 3 or 4 purchases I have made on the 10g free me boost bundle. That means, my music lit I paid for, was not mine! & neither is my vid lit seeing as it disappears like that! I was going to say. I cannot understand that I could always get through a month on 2g mtn data with a smile & still forfeit some data but now, I can't even make it with 10g all network data, 25g vid lit, 5240mb music lit.

Then we get to the minutes one has free with that. 300mins. But when you want to phone at times, it will tell you to recharge, you have insufficient funds to make a call, please reload. That is when phoning other telkom nrs such as my mother & my children. What is up with that?

These things have to be fulling investigated because cyber theft & fraud has become the norm & nobody is looking into this. Please. The cost of living is increasing daily & the little pleasure we grant ourselves & even use to try make some sort of income for ourselves, gets taken away behind this cyber blanket thats actually controlling our paygo data & not us.

My next step will to be laying fraud charges against telkom & the ombudsman will have to deal with this but I won't rest till I get what they owe me & it is made known that all network providers take our airtime & data for no reason.

Mtn the other day took r19.00 from my blackberry airtime which I now use only for calls & sms because bis r59 doesn't give me access to internet like it says it does & when I called them to ask where my airtime was, they told me I used the internet again conveniently & that was the amount reserved for the usage yet I am pay as you go!? Where does that give them any right to "reserve" data usage when i'm paying from my balance! After a complaint on facebook, the money was refunded! & also have the screenshots for those balances & times.

This is bigger cyber fraud than anyone can imagine & I intend to uncover this & expose each network there is. Please can you assist me with this matter.

Photos attached is the telkom fmboost poof.

Thank you

In december 2017 I was phoned by the telkom sales department offering me an upgrade deal since the term of my data contract was drawing to its end. During the discussion the operator offered me a double data promotion with an extender. I chose the 30gb deal as it would give me 60gb any time data and 60gb night surver data. The upgrade was done and I received the 60 gb any time data for jan, feb and mar 18.

End april 18 my data ran out 5 days before the end of the month. After chenking it became apperent that I no longer has 60 gb but only 30 gb any time data. I started a process to lock a complaint with reference no 2315612.

I had to phone the telkom customer care 3 times to find out feedback. Every time I had to hold for more than 40 minutes before a consultant was available to take my call. Phoning from another service provider, the call cost is for myself. At each discussion, my complaint was esculated to anothet department. I requested to be included in email but I received no emails.

With the second telephone discussion the consultant informed me that the matter was referred to the sales department to correct the mistake from telkom and to offer me an migration to the correct or better package. At the last telephone discussion the consultant informed me that the sales department responded that I did not qaulify for the double data deal because I received a device. I did not request any device.in fact I did not take a new router because my existing router still worked fine. The extender I received was part of the deal offerred and it was never communicated that if I receive the extender that the double data will fall away.

I question the integrity of telkom by honoring the original agreement and giving the 60gb any time for jan, feb and mar and then in apr 18 removing it from my services without communicating with me in advance. I also question the conflicting feedback received that I will be contacted to correct the telkom mistake to I am not qualifying for the double data deal.

I add my total dissatisfaction to the number of complaints I fund on the variuos online platforms as far as customer care is concerned. It is unacceptable to wait for 40 minutes to speak to a consultant when using the customer care telephone line services. It is unacceptable that telkom customer care does not give feedback to complaints. The report that they could not reach me on my mobile does not excuse telkom from sending me an email with the reaponse. It is suspicious that telkom does not give information that will enable the customer to make contact with the relevant department of telkom to which the complaint is escalated to.

My service number at telkom is [protected]
The complaint reference is 2315612
My contact details are

André de jager
Mobile :[protected]
E-mail :[protected]@gmail.com

On 16 February I put in a request to change our account from Dr S Felsher, who is retiring to Dr R Soicher, who is taking over. The first four lines was no problem, I went to the Telkom store in Rosebank and got excellent service. The other three lines, one a hunting facility, on a switchboard and an adsl line however is a big problem, that has me so frustrated I would like to cancel all my telkom services!

Because of the hunting line I was told to call 10217 and they will sort me out. I then send all the necessary forms through to Ntombi, who would escalate my case. Two weeks later I send everything again to Metshaack, who would escalate my case, then two weeks later I send everything to Dunna, who would escalate my case. Two weeks ago I was told to send everything to STocst who would escalate my case. I got an email from them telling me they will cancel my line. I sent them another email saying I do not want to cancel my line, I only want to change the owner of the line, change the account to another doctor. No reply. I called again and was told to go back to Telkom store in Rosebank.

I went back to Rosebank store, the third time, to be told, the third time, they are barred from changing anything on that line because it has a hunting facility. I asked them what if we cancel the hunting facility, and was told I have to do that through 10217 again. they also told me they will put in a callback request, to their technical department. When they called me back, guess where I was again! 10217! I am so frustrated with this ineptitude of the people that work for Telkom, and what was suppose to be a simple and easy thing to do has become a nightmare.

Dear General Enquiries

I am writing to you to raise an issue about: data loss

The issue that I have experienced was: I called the mtn call centre to complain about my data which disappeared before I could use it. I spoke with Thembile who is a trainee and I was not satisfied with her explanation. I requested to speak with a supervisor. After holding for some time. She came back saying he is busy I will have to hold. I told her I need him to call me back because I was already more than 45 minutes on that call. The supervisor refused to call me back, his name is Tshepo Mofokeng. He never phoned me back to hear my problem. I found this arrogant and disrespectful to me as a customer and a worse service ever

It occurred on: May 10th, 2018

I want:I need my data be reimbursed back to me and step be taken against that arrogant supervisor

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,

Thami Nodwele

Phone number: [protected]

34 Adrienne Avenue
Glen Atholl
SANDTON
2196

I applied up have the line transferred on 23 March 2018 and every time I call I am given a new excuse. It's ridiculous that nobody is honest and can help. I was originally told 14 days, when that passed and I called to be told 21 days. It's 42 days now and now I am told that they called me 3 times and cancelled the transfer. But she cannot tell me the number that was called

I have had two months of unauthorized deduction from my bank account - last week I learned that they are from MobileTalk and the 4 sister companies called Phonebox, Techtrace, Safetybox and Rescuebox. After speeking to a consutant last week, I learned that two mobile contracts were fraudulently opened in my name (Identity Theft). I have send multiple emails with all the relevant info but my query is not being attended to. A call center agent from Phonebox informed me yesterday that one of the contracts are still active.

I would like to have these contracts cancelled and removed my name completely and I would also like to know who someone was able to apply for these contract in my name.

I can forward all the correspondence w.r. t to my query if required - this website does not allow for the attachment of PDF documents.

I signed a wifi contract of R149 per month with Telkom and indicated that I get paid on the 15th of every month, I further submitted my payslip as one of the requirements when you enter into a contract with them. They decided to deduct either on the 1st of each month or on the 7th, fortunately they used to get their money. I tried calling them and even went to the Grove Mall Telkom in Pretoria East to change the deduction date to 15 but still it was not done. On the 7th of April they tried to deduct their money but unfortunately my bank account was overdrawn, so it bounced back. They tried again on the 15th as the agreed date but deducted R298, I called to enquire why R298, they failed to explain. I have recently received a statement from them saying during the month of May they will deduct an amount of R353.08. I have never been this frustrated by a service provider, what pisses me off is that their Customer Care Consultants are very rude and unable to explain their own flaws, hence I ask for your intervention.in September I will cancel my contract with Telkom and pay whatever fee that one pays when cancelling the contract before time. I just cannot take this anymore, further to that the data that they have promised, they get finished way before time. I have 5 gigs from Vodacom and 15 gigs from Telkom, but guess what? 5 gigs from Vodacom stay for the whole month.

My contact number is [protected]

Telkom account number is [protected]

In january 2018 it was established whilst I was sick in bed that I had no line facility. I went to telkom ballito kzn office who informed me the cables supplying our area maidstone village - tongaat - kzn were being continually stolen and telkom had taken a decision to not replace the cables. They did not inform all the affected consumers of this in anyway. Telkom informed writer that telkom has a new program in place to supply all the affected consumers with wireless phones & programme would be starting in next six (6) months. The writer then took decision to cancel the telkom facility. Filled in applicbale form with reasons for cancellation. The writer is every month receving a telkom bill for an unavailable service. Each month the writer emails the cancellation department advising them to inform the accounts department of this issue. The writer event spoke to a telkom client serivces who logged a dispute for billing and still nothing has been implemented - nor has any telkom communication response being received regarding the ongoing problem. The writer will not pay for a service which cannot be accessed. Please investigate this issue which affected many other consumers in the area as well and who have chosen to go the wifi route. The writer does not have the need to have wifi installed being 63years my internet access demand does not justify this facility. Writer now has been billed for jan 2018 through to may 2018 and disputes again the payment of these bills as service was cancelled due to no telkom cables.