Telkom SA SOC
reviews and complaints

On the 2nd May 2017 I called Telkom to have my debit order bank details changed. The consultant I spoke to said she will escalate the matter and it would be changed. As soon as I dropped the line I got a reference number, 2 days later received a Sms case resolved. On the 25th May I then got a Sms from my previous bank stating a debit order ran for R207.50 from Telkom on s closed account.Where I got a returned unpaid debit order which cost me R90.00. I called back again spoke to a lady by the name of Phumla she confirmed I called in changed my banking details. I asked why it wasn't changed to have deducted from my new bank account she said she will follow up with collections as they change banking details and they will call me back. To date I have sent regular follow up emails because I want to know what is going on. All my other debit orders were changed successfully just
Not Telkom. Telkom have you changed my debit order to deduct from my new banking details. I need urgent feedback and no one gets back to me. I refuse to have a negative credit rating and refuse to pay any late payment fees.

My April account with Telkom was in arrears and I settled the arrears by paying via EFT and physical bank deposit. Telkom has subsequently redebited that money from my account and REFUSES to refund it .
I have dealt with three consultant who each tell me a different story and are NOT keen to help. Email [protected]@telkom.co.za and [protected]@telkom.co.za

Non Service and don't know what to do anymore!

Account number: [protected]
Date Emailed Reference Nr
4 April 2017 To: [protected]@telkom.co.za
Cancellation Form and ID Documentation emailed Your query will be attended to. Your case number is [protected]
25 April 2017 To: [protected]@telkom.co.za Forward the confirmation number [protected] email to the same address as before requesting feedback.
26 April 2017 To: [protected]@telkom.co.za
Forward the confirmation number [protected] email to the same address as before requesting feedback.
9 May 2017 Telephone Call from [protected] Received a phone call from Lebogang apologizing for the delay and confirmed that the cancellation forms were received. The line will be cancelled and I shall receive the cancellation notification the next day.

15 May 2017 Telephone Call from Sharon
D C FOURIE INC.
10 PEEL STREET, CENTRAL, PORT ELIZABETH, 6001
TEL: [protected]
FAX: [protected]
My account was handed over to DC Fourie as the account has not been paid. The situation were explained and all the correspondence were sent via email for her perusal. DC Fourie reference Nr: RE: TS54915

16 May 2017 Email received from Sharon
DC Fourie Admin
D C FOURIE INC., 10 PEEL STREET, CENTRAL, PORT ELIZABETH, 6001
TEL: [protected]

Good day
Email received
Forwarded to Telkom for investigation
The Relevant Telkom Department will contact you regarding the matter
You may follow up on cancellation by emailing [protected]@telkom.co.za

24 May 2017 Received an email from Stephanie Axcell [protected]@dcfourie.co.za
D C FOURIE INC., 10 PEEL STREET, CENTRAL, PORT ELIZABETH, 6001
TEL: [protected]
Good day
Feedback from Telkom: The matter was escallated to cancellation to attend to the cancellation request. Instructed DCFourie to close the file
The relevant Telkom Department will contact you regarding
Will you please follow up on the cancellation by emailing [protected]@telkom.co.za

29 May 2017 To: [protected]@telkom.co.za
Resent all the correspondence requesting feedback on the matter.
It is now 2 months since I have cancelled the service and still nothing has been sorted out. Please could you assist urgently!

30 May 2017 From: [protected]@telkom.co.za
Dear Valued Customer,
Your query will be attended to.Your case number is [protected].

30 May 2017 From: [protected]@telkom.co.za
Dear Valued Customer,
Your query will be attended to.Your case number is [protected]

30 May 2017 Customer Service Fourways Crossing
Went to customer services and explained the situation to Refiloe [protected]@telkom.co.za
All email correspondence was emailed to him and he was following up on the matter.

In turn purchased a second sim card for they LTE router which requires activation!

31 May 2017 To: [protected]@telkom.co.za
Customer Service Fourways Crossing
Emailed all the documentation again whilst following up on the conversation dated 30 May.

31 May From: [protected]@telkom.co.za
Customer Service Fourways Crossing
Received email where Refiloe escalated the issue as follows:
Sent: 30 May 2017 16:40 AM
To: Nyiko Bomba (NA)
Morning

The client would like to add a multi sim on her account and the system is saying she has an outstanding account which from her knowledge the account was supposed to be cancelled.

Regards
HEnry

31 May From: [protected]@telkom.co.za
Customer Service Fourways Crossing Response received and sent to me by Rifeloe

Good Day
We cannot approve when customer has an overdue Telkom account.
Dispute would need to be logged & resolved or account paid in full.
Credit Vetting Declined: Customer has an Outstanding Amount on Telkom Fixed Line that needs to be settled
Account number: [protected] - R4, 066.92 of which R2, 689.13 is overdue.
Please ask customer to settle this account or apply for prescription via Credit Management Prescriptions [protected]@telkom.co.za.

Can provide proof of all correspondence.

After almost 5 years of up to date payments and upgrades, for the first time i was late on my payment for April and subsequently made a manual payment in the middle of May into the telkom standard bank account and had my account reactivated. At the end of May I was debited for April and May's bills combined. I was debited on the 25th of May for these 2 bills. On calling 180 I was advised by Kedibone that my April manual payment was reflecting on the system but it would take 48 hours to reflect the debited amount on the system so she could process a refund into my account for being charged twice for April's bill. After 48 hours I called again and was told my manual payment for april was reflecting on the system but it takes 72 working hours which is about 9 days for my debited payment to reflect. And since then the 180 number doesn't answer.

I have been contacting and emailing continuously to no avail. Telkom has totally messed up my bank account by debiting me twice as this has stopped other payments from going off and incurring interest. Their lack of interest especially admitting they are at fault and rectifying it is totally pathetic. The call center staff are not properly trained and cannot resolve issues. Telkom are fast to deduct payments and stop accounts. But will not resolve issues due to their ignorance on account management? I am still waiting for any sort of contact because this is what I was promised. I have sent off proof of payments and since then been "muted" by them.

I've paid deposit of R700 on the 06 May 2017. Then for some reason my order was cancelled, then re-instated on the 15th of May. Ever since then, I am still waiting for a technician to come out. And every week is the same thing. "Technician will be there today" and then just nobody shows up. Then when I phone the next morning, they say this every single time"Technician went to wrong address" So please can someone tell me when will a technician be coming out to install new product.

Elsje Swarts:[protected], the correct address should be 9 Robertson street, Witpoortjie, Roodepoort.

My Cell no: [protected]

Telkom Account [protected]

I am a customer of Telkom i have a business landline at some stage i discovered that my line was registered as a Residential Line, I went to Telkom to request a transfer from residential to Business line, The transfer was done in April 2016, after the transfer was done i was informed i continue paying using my old reference after two months my line was suspended due to non payments, I went to telkom to submit proof of payments my line was activated i was given a new reference to use for payments
Ten months later i receive an sms from Telkom informing me that iam owing Telkom on the old reference i went to telkom at the middelburg mall to enquire they told me that it is my data line refered to as my residential line which i had requested them to transfer know i cant pay the whole amount once off i am prepared to pay it on terms of R300.00 pm, because this was not my fault

Thank you

During January 2017 I received a message on Facebook from Telkom stating they have a special of R799 for uncapped Fibre. As I had two mobile contracts with Telkom, I enquired if the contracts had expired, in which the call agent confirmed that both accounts have indeed expired or about to expire. I immediately then requested to cancel the contracts, which was told will take 21 days. They sent me the forms, which I completed and sent in on 18 January 2017, the same date ordering the Fibre uncapped special. The Fibre arrived (not without its own billing & service issues), but I am still being billed for the two Mobile accounts (invoice attached: Telkom_Invoice_[protected]_3531.pdf), now 137 days (or 93 work days) after cancellation. According to Telkom, the February 2017 bill should be paid as it is within the 21 days, but all bills thereafter should have already been cancelled, therefore Telkom should reimburse me R498 x 4 months = R1, 992, but the accounts have not yet been cancelled.

I have tried everything to correct this, from contacting the accounts / billing department (speaking to Fikele @ [protected]), Telkom Facebook page (using Messenger, to which they normally respond and promise solutions) and HelloPeter (two complaints), all with just empty promises.

During this time, I have heard of people in similar circumstances that are still being billed for their Telkom Mobile account almost a year after cancelling.

I have even considered instructing the bank to stop these payments, but have been advised by the people above not to do that, as Telkom reports you to the credit bureaus and have you blacklisted for non-payment – talk about a catch 22.

Outcomes I am seeking
1. Contracts to be cancelled (Billing account no: [protected]) to be cancelled
2. Refund money owed, totalling R1, 992
• 02 March 2017 payment: R498
• 02 April 2017 payment: R498
• 02 May 2017 payment: R498
• 02 June 2017 payment: R498

No resolution in more than 8 weeks on my ADSL line fault(frequent disconnection, line noise and high pings). Someone could be tampering the connection. Your service has been terrible but it has been for the last 5 years anyway. Your technicians must trace the cable on my premises and check if there is a possibility of tampering or a bad connection. Your technicians have been given a chance with 3 faults to resolve the issue.
Telkom is a disgusting company!
[protected].

Justin Renou

I ordered a land line for my home with telkom and soon after it was installed by a technician on the 25th may 2017.

Since I have been unsuccessful in enabling the line for dsl, I have called three times a day to date with the same response from the sales team. "Your line has not been assigned" the it team in the back office is working on it and it will and can take 12 - 24 hrs, i cannot sprak to the it deortment nor can the sales.I was told this on Monday already. It is 7days since the completion of the installation and no one in the sales or technical department can assist me .

I require my line to be enabled for adsl with a 4mb line speed. Data I have my own service provider.

Ref no: 2131704
Kindly assist as I am out of options when contacting the call centre.

I was in arreas, why have'nt they taken the arreas amount the next month why did they wait till it accumalated till its more than 3 months behind. I went into the store only to hear I cant call from the store I have to call from my phone but my contract was suspended so no outgoing calls was allowed, then the lady used her phone to help me call customer services, I spoke to a lady by the name H Khumal, she asked me to send my bank statements because my statements shows payment went off every month. Since then I have not gotten any feedback and today another debit order went off to telkom deducting R692.94 this is unacceptable! I need feedback asap!

Regards
Mr C.P Dories

I, Petrus Erasmus Horak; ID [protected] which to refer the following problem to you. For your convenience I will attach as much documentation as possible.

During January 2017 I requested that the above service had to be terminated. Documents in this regard was handed in at your Menlyn Office. Several inquiries was launched but without any proper answers.

It was only after many discussions that the service was terminated, however; the ADSL (Internet line) still seems to be active, even though we had moved from the premises on 28 February 2017.

During the past week we launched an inquiry regarding mobile number [protected], as I could not use this number. It was stated that due to an outstanding balance on the above mentioned service this Mobile Number had been blocked and that it would only be reactivated once this balance has been paid. As I had this discussion previously I was asked to launch a complain which I did, however; it was stated now that no complaint or any inquiries was received from my side and that there is nothing on record.

I therefor attach all relevant documents again, and which to be exempt from any outstanding payments. The mobile phone in question belongs to my daughter and it is important to have contact with her at all times.

Your support in resolving this matter will be appreciated.

Regards,

Pierre Horak

[protected]

Since 01:59 on 22 May no emails is coming in on my Telkom mail. I can send mails, but nothing is coming in. I have reported this and received a reference no. [protected]. Since then I have phoned Telkom about 5 times just to hear they are working on the problem. How long do I have to wait? How big a problem can this really be? This is my primary email account and I need my mails urgently. Can anyone please help me with this problem.

Goeie dag

Ek wil asb 'n klagte le. Ons sukkel al nou 'n jaar om 'n telefoon lyn en internet te kry deur Telkom. Ons het telke male geskakel en aanlyn aansoek gedoen en sover het niks gebeur nie.

Oktober 2016 het ons na Langeberg mall in voorbaai in Mosselbaai by daardie Telkom winkel skriftelik gaan aansoek doen. Ons het 'n oproep ontvang wat se dit is goedgekeur en toe 'n sms na sel no [protected] op 9 Desember 2016. Op 12 Desember het ons sms ontvang om te bevestig ons order no is [protected]. Op 14 Desember het ons weer 'n sms gekry om ons in te lig dat die internet 15/12/2016 geinstalleer gaan word. Op daardie dag het niemand opgedaag nie eers nadat ek geskakel het het die persoon die 16/12/2016 by ons opgedaag.

Ons is ingelig dat daar eers een of twee pale geplant moet word voor 'n lyn gele kan word. 'n Aansoek is voorgele vir dit en ons sou teen 13/03/2017 ons telkom en internet lyn gehad het waarvoor ons nogsteeds wag en dit nou einde Mei 2017. Wat ek wil weet is hoe lank moet ons nog wag.

Die rede vir die lyn is omdat waar ons bly is selfoon opvangs baie sleg. So ons het nie altyd opvangs om te kan skakel in noodgevalle nie.

Ek beskou die diens van Telkom as uiters swak ons word glad nie ingelig wat aan gaan nie en tot op datum het nog niks gebeur nie.

Ek wil weet hoe lank moet ons nou nog wag ek sukkel al 'n jaar met Telkom net om aansoek te doen en nadat on skriftelik aansoek gedoen het wag ons al 6 maande. Dit is uiters swak.

Ek sal dit waardeer as u dringend aandag kan gee aan dit en ons asb in kennis kan stel wat aangaan en of ons verdere stappe moet neem.

Die aansoek is gedoen in my man se naam met die volgende ingting.

MNR GEORGE AUBREY MATTHEE
ID NO [protected]
ADRES: 1 FAIRVIEW FARM 217 45 RD, HARTENBOS DISTRICT, HARTENBOS
SEL NO [protected]/[protected]

I reported that my internet was down on Friday 26 May 2017. Ref # 154CRK260517.
My husband was called and advised how to reset the modem which he duly did but this did not work. Since then I have been trying to find out what the situation is via your t twitter site. All I have had after promoting from my side is that they are awaiting feedback. From whom I have no clue. I also have no turn around time or further clarity.
Yesterday I was told that this would be elevated to the ADSL team. Surely that is where it should have been sent on Friday?
In one response I was told that the call was closed on 2 occasions as there were active sessions. This is not possible as I have had a red light on my modem since this started.
So now after nagging again this morning as I have had no response since yesterday morning, I am still no further forward and have still not had any response.
This is beyond ridiculous and I would appreciate your urgent assistance in this matter.
I would also like to know about reimbursement for all the data time we have now had to purchase.
Thank you
Trish and Graeme Ray

Hello,

To whom it may concern,

I first reported the fault in June/July 2016, the same fault that is still not fixed. Numerous technicians have inspected the problem and all promised to escalate the issue to have this repaired, but to no avail.

The issue has be prematurely closed and then I have to phone again to have it reopened. [protected])

The finding was that there is a line break and a new cable has to be installed, I have no internet connectivity, my phone is out of service I have to ask people to phone me on my mobile phone. In short I am paying for a service that I am not receiving and nobody is willing to assist.

I have escalated the issue see proof in attached e mail, I have people phoning me but there is no progress

Attached is some photos of the state of the connections.

584CNK111016
56CNK231016
654CNK28017
256CNK140317

Please can you assist me urgently in having this problem solved.

Good Day we had reported Faulty lines on the 22 May 2017.

Our customers is phoning on my Bosses mobile complaining that the lines do not ring and the other busy tone.

The Technician only came this afternoon to have a look at the lines and informed us that the problem is outside 2 Km from here he have to give it to someone else to sort.

It has been week now and it is still not fixed.

We run a business this is not a private line that can take this long to be fixed.

This is unacceptable and Telkom service is very bad. This is not the first time we had to wait so long for our lines to be fixed and Telkom taking their time to fix.

Since the 09th May 2017 (17CEK090517) we have reported the problem of no ADSL service at the premises. This line is a business line that is needed. On the 10th it was reported that the landline is also faulty and no calls can be received or made. I phoned in everyday explaining the problem and asking a technician to respond. Everyday it is promised that a technician will phone, that they will make contact. They took 3 cell numbers to contact us. Up and to today 29th May NO RESPONSE, NO CALLS. I just get the answer that there is cable problem that they are attending to. I was told Friday 26th May that the problem will be resolved today Monday 29th and then they phoned the owner and made appointment for Monday 29th at 8h. It is now 9h30 NO TECH, NO CALL, NO ADSL, NO TELEPHONE LINE. THIS IS NOT FAIR. All that we ask is feedback and a phone call. PLEASE RESPOND URGENTLY to get our services back

I went in to Telkom in Cresta on Tuesday 23 May 2017 to take out a new phone for my mum. Being an exisiting client, the process to obtain the phone went smoothly, and the guy who assisted me, was very helpful. The part where I have an actual problem, is that I also requested for my mums number to be ported to Telkom. For some reason she was not getting the sms that evening with the code that they need to port the number, and I was told that they will contact me the next day and sort the porting.
I was asked to leave my number for that purpose.

Wednesday the 24th, I receive a whatsapp message from the guy at Telkom to tell me that he is not in at work today, but he will sort it out the next day.
That is obviously not my problem as a customer, and I insist on getting it done that day as promised, knowing that mums bday is coming up in 2 days and need her number in full swing.
He refers me to someone else, whos is also whataspp communicating with me.
I was then told to come collect the sim card and that everything was sorted.
So off I go for a 2nd time to Cresta Mall. Porting would be complete by 8pm that night.

The next day, Thursday 25th. A day before my mums bday, i test the new number, insufficient funds, no data. I question this with the guy at Telkom the morning, as the contract does not seem to be right, and I suggest that maybe the port was not added on my contract, but on a prepaid instead.
He said he will check it out. But telling me that i need to come in againto Telkom again. A little annoyed at the time already, I refused to go in a 3rd time. He tells me its not his fault, and that i should have just waited for him to come back to work for it to be sorted properly. As if that is my problem, and told themm that they are all trained to do the same thing, and that should not cost the customer.
He said he will sort it out and that I should not panic. An email was sent to some one to sort this out.
I waited...6hours went by and no update was given.
I started whatsapping this guy to find out what is happening and what's the delay. He said he will follow up. I was even more annoyed that he waited this long to follow this up.
I receive a phone call on my way home on Thursday and the agent is just babbling on the phone. Said even if he comes himself to drop off the correct sim, he will do it, and how this is not his fault and that he will sort it out. I was promised a call on Friday morning...the morning of my mums bday. And she doesn't have her phone sorted yet.

It is now Sunday the 28th May, and still have not heard a word on the process.

I am extremely annoyed and at the same time, disappointed.
All I want is for this to be sorted.

I would like to express my deep grievances and utter disgust with Telkom. I will never recommend this company to anyone I know and will not make use of their services in the future.

We had ADSL and line rental from from Telkom and sent in a cancellation form on 20 April 2017, clearly stating the date of cancellation for 1 June 2017. The cancellation department however cancelled the contract on 21 April 2017.

I have made numerous attempts to contact the call centre, however the only thing they can do is escalate the case. I honestly don't know why Telkom has a call centre when they are unable to do anything from there side. They were further unable to provide me with contact details of the department that was supposed to re-connect the line and I was simply told that I would need to wait for it to be resolved.

Well I have now been waiting for nearly 6 WEEKS! I have complained to the social media team, I have complained online and I have phoned the call centre over 20 times! 1 June is a week away and I honestly don't see the point in reconnecting this line. Your service has been utterly disgraceful and I don't know how you manage a company like this.

Telkom's incompetence has cost me over R2000 on data in the past 6 weeks, because I work from home. I was most certainly not a valued customer.

Regards

Case number: [protected]

I had a billing query where my payment went into an incorrect account. This was ultimately transferred intothe correct account. However, I have a suspension on outgoing calls on [protected]. Numerous irritating calls remain with complete misinformation and a disgraceful run around. Your agents are polite but absolutely grossly incompetent...each one telling me a different story or assuring me of immediate resolution. This has been days. I am sending complaints to ombudsmen as this level of frustration is an embarrassment to any company.
Either there is poor training, or they don't care, but you need to correct this please. My cell number is [protected]
Gail Edelstein