SUBMIT A COMPLAINT

Telkom SA SOC / telephone (landline and internet)

Somerset West (Branch), South Africa
Contact information:

No service, no telephone or internet from february 2017...

I have communicated with telkom since 18 october 2016, but still struggle to get a response.

Attached please find all proof of my communication and appeal for service. My document is in afrikaans, but it should not be a problem, since telkom offers to serve any client in afrikaans as well.

Please read the 11 pages of complaint (Below) and regard my case as extremely important.

My summary of the ongoing saga:

I demand from telkom the following:
• refund for non-existing landline (My late husband’s telephone) from mid august 2016 until 19 february
• refund for no line from 20 august 2016 to 29 september
• refund for reconnecting fee of r214, 47 for my late husband’s non-existing telephone
• refund for no landline and no adsl (Which I paid for but did not have) since end of february up to date

I hope to hear from you asap.

Annami simon

18 augustus 2016
• skuif landlyn [protected]):
Ek het op 18 augustus versoek dat my landlyn [protected]) by forest walk na summervale geskuif word.
• dit is eers op 29 september geskuif – ‘n hele maand moes ek vir diens betaal vir ‘n telefoon wat nie bestaan nie.

• kanselleer landlyn [protected]):
Ek het op dieselfde dag (18 augustus) versoek dat die landlynnommer by olivierstraat [protected]) slegs gekanselleer moet word

Aanvanklike aansoek per internet op 17 of 19 augustus - reaksie binne dag of twee.
20 augustus tot 21 september [protected])
2016.08.20 saturday 19:04
(From +[protected])
Dear telkom customer, your installation for dsl order 146843045a a/c [protected] is scheduled for 25/08/2016. If not convenient, please log onto www.telkom.co.za/appointments of contact sheenage on [protected] to reschedule. Telkom sa

2016.08.20 saturday 19:04
(From +[protected])
Dear customer, your installation for order ([protected]) is scheduled for [protected] between 07:30 and 16:00. If not convenient, please log onto www.telkom.co.za/appointments to reschedule. Your continued support is appreciated. Regards, telkom

2016.08.23 tuesday 07:22
(From +[protected])
Telkom sa: dear client mrs. Annami simon, telkom sa will send a representative to your premises – 99a lancaster road, gordons bay to fulfil your service request. We have scheduled your new line installation/modification for the 2016/08/25 – please note this is a/an all day appointment. Please ensure that you have your original id document and/or letterhead and a certified copy thereof ready for presentation when the technician calls at your premises. Please reply @yes if all the above mentioned is correct or @no if the above mentioned is incorrect and/or date is not suitable and a telkom

2016.08.25 thursday 10:09
(From +[protected])
Dear customer, your installation for order ([protected]) is scheduled for [protected] between 07:30 and 12:00. If not convenient, please log onto www.telkom.co.za/appointments to reschedule. Your continued support is appreciated. Regards, telkom

2016.08.29 monday 07:22
(From +[protected])
Telkom sa: dear client mrs. Annami simon, telkom sa will send a representative to your premises – 99a lancaster road, gordons bay to fulfil your service request. We have scheduled your new line installation/modification for the 2016/08/25 – please note this is a/an all day appointment. Please ensure that you have your original id document and/or letterhead and a certified copy thereof ready for presentation when the technician calls at your premises. Please reply @yes if all the above mentioned is correct or @no if the above mentioned is incorrect and/or date is not suitable and a telkom
07:27
Me: no
2016.08.31 wednesday 21:36
(From +[protected])
Dear customer, a telkom technician has been dispatched to install your telephone line for your order ([protected]) today. Your continued support is appreciated. Regards, telkom
23:03
Dear customer, a telkom technician has been dispatched to install your telephone line for your order ([protected]) today. Your continued support is appreciated. Regards, telkom

2016.09.01 thursday 08:14
(From +[protected])
Dear customer, a telkom technician has been dispatched to install your telephone line for your order ([protected]) today. Your continued support is appreciated. Regards, telkom
Me:
Nobody came for installation

2016.09.21 wednesday 09:16
(From +[protected])
Dear telkom customer, you will be contacted telephonically within the next 24 hours (Standard business hours apply). Your reference number 527519

Persoonlike besoeke aan telkom somerset-wes:
5 besoeke, drie daarvan met elric, wat voorkom asof hy waarskynlik die meeste weet, maar my verlede keer langer as 'n uur laat wag het omdat hy, net voordat hy my sou help, besluit het dit tyd vir lunch;
1 met iemand anders (Man) wat, nadat ek die straatnaam duidelik gespel en weer herhaal het, besluit het lemoenboomstraat 3 moet eerder 3 lemon tree street wees!!!
1 met 'n vrou
Oproepe:
Verskeie van telkom, met onder andere 'n miriam, asook 'n man - wat albei baie behulpsaam probeer wees het.
Twee na telkom, direk van telkom-telefoon in mall

Die groot "raaisel" was om, ten spyte van alle verduidelikings en regstellings (Skriftelik, mondelings en telefonies) agter te kom wat my adres is. Ek moes my buurman se telkomrekening mall toe neem, omdat niemand kwansuis 3 castellana crescent kon kry nie – daar is aan my gesê castellana crescent begin slegs by no. 51 en eindig by no. 80 (Grootste klomp stront waarvan ek nog ooit gehoor het). Dis dié dat hulle met mag en geweld die lyn by 99a lancaster road straat en perseel naby ons huis wou kom installeer het. Toe dit nie werk nie, het hulle waarskynlik by 3 lemon tree street probeer.

Intussen het telkom die verkeerde lyn afgesny, nl. [protected] terwyl ek nie eens daarvoor aansoek gedoen het nie.

28 september 2016 ek sms die volgende waarop telkom ‘n dag later antwoord:
To 10210, me

Good day,
The following question was asked:
Please look at the following: after numerous personal visits to your telkom office in somerset mall I still do not have a telephone. Please move [protected] and cut [protected] : 2016.08.20 saturday 19:04 (From +[protected]) dear telkom customer, your installation for dsl order 146843045a a/c [protected] is scheduled for 25/08/2016. If not convenient, please log onto www.telkom.co.za/appointments of contact sheenage on [protected] to reschedule. Telkom sa 2016.08.20 saturday 19:04 (From +[protected]) dear customer, your installation for order ([protected]) is scheduled for [protected] between 07:30 and 16:00. If not convenient, please log onto www.telkom.co.za/appointments to reschedule. Your continued support is appreciated. Regards, telkom 2016.08.23 tuesday 07:22 (From +[protected]) telkom sa: dear client mrs. Annami simon, telkom sa will send a representative to your premises – 99a lancaster road, gordons bay to fulfil your service request. We have scheduled your new line installation/modification for the 2016/08/25 – please note this is a/an all day appointment. Please ensure that you have your original id document and/or letterhead and a certified copy thereof ready for presentation when the technician calls at your premises. Please reply @yes if all the above mentioned is correct or @no if the above mentioned is incorrect and/or date is not suitable and a telkom 2016.08.25 thursday 10:09 (From +[protected]) dear customer, your installation for order ([protected]) is scheduled for [protected] between 07:30 and 12:00. If not convenient, please log onto www.telkom.co.za/appointments to reschedule. Your continued support is appreciated. Regards, telkom 2016.08.29 monday 07:22 (From +[protected]) telkom sa: dear client mrs. Annami simon, telkom sa will send a representative to your premises – 99a lancaster road, gordons bay to fulfil your service request. We have scheduled your new line installation/modification for the 2016/08/25 – please note this is a/an all day appointment. Please ensure that you have your original id document and/or letterhead and a certified copy thereof ready for presentation when the technician calls at your premises. Please reply @yes if all the above mentioned is correct or @no if the above mentioned is incorrect and/or date is not suitable and a telkom 07:27 me: no 2016.08.31 wednesday 21:36 (From +[protected]) dear customer, a telkom technician has been dispatched to install your telephone line for your order ([protected]) today. Your continued support is appreciated. Regards, telkom 23:03 dear customer, a telkomtechnician has been dispatched to install your telephone line for your order ([protected]) today. Your continued support is appreciated. Regards, telkom2016.09.01 thursday 08:14 (From +[protected]) dear customer, a telkom technician has been dispatched to install your telephone line for your order ([protected]) today. Your continued support is appreciated. Regards, telkom me: nobody came for installation 2016.09.21 wednesday 09:16 (From +[protected]) dear telkom customer, you will be contacted telephonically within the next 24 hours (Standard business hours apply). Your reference number 527519
Contact details:
• name: a. Simon
• number: [protected]
• email: [protected]@gmail.com
Regards,
Telkom website
~
This e-mail is subject to the telkom sa soc ltd electronic communication legal notice,
Available at : http://www.telkom.co.za/TelkomEMailLegalNotice.PDF
~

29 september 2016 (Een dag later)
My lyn word uiteindelik geskuif!

19 januarie 2017
Ek stuur sms na telkom omdat
• my oorlede man se landlyn [protected]) nog steeds nie gekanseller is nie en ek vir dienste moet betaal
• my eie landlyn [protected]) wat so lank geneem is om geïnstalleer te word, afgesny is. Dit omdat ek nie vir ‘n spooklyn (My oorlede man s’n) wil betaal nie.
Hier volg die sms’e:

Aan die begin van februarie (3-17 februarie) word ek gehospitaliseer weens erge depressie en kan eers weer in maart hieraan begin aandag gee.

5 april 2017wat volg is ‘n tweede verwysing na my e-pos van 20 januarie – hierdie keer nie eens met ‘n noreply-antwoord nie:

15 april tot 26 april 2017ek is verskeie kere terug na telkom in mall. Vroeg in april het een van die mans sy eie selfoon (Op my versoek) gebruik om telkom in die hande te kry. Diesefde miriam kon my help en ek kry die volgende kort daarna.

26 april tot 5 mei

9 mei

11 mei

Die laaste sms was om 16:37 (Sien verder af)
Ek ontvang ook ‘n paar oproepe op 11 mei:
Telkom bel, hulle is op pad om te kom installeer. Ek reël dat hulle eienaar se nr.in die hande kry sodat hulle presiese plek van landlyn kan besluit. Eienaar ontmoet hulle. Hulle besef telkom het hulle die verkeerde “konstitusie” gegee. My lyn moet van pinksterpark af kom en daar moet ‘n nuwe aansoek ingestuur word.

15 mei - ander installeerders laat weet hulle kom. Praat weer met eienaar (Mnr. Harry vos, [protected]) let wel: mnr. Vos wil nie sy naam genoem hê nie

23 mei telkom-installeerder bel, hulle kom die lyn insit. Hy bel terug – daar moet eers ‘n paal geplant word voordat ‘n landlyn na my huis gekonnekteer kan word.

30 meiharold (Telkom-installeerder) bel. Kontrakteurs wil kom kyk waar hulle paal moet plant

31 mei. Ek bel harold. Hy sê hulle was daar. Nog niks verder gehoor nie. Die saak is nou uit sy hande

13 junie – nog geen taal of tyding van beoogde skuif van lyn.
Kry egter ‘n telkomrekening van r1 161.35. Boonop merk ek dat my adres nog steeds – eintlik meer as ooit – verkeerd is. Ek het dit hoeveel keer al in telkom se kantoor in die mall probeer regstel (Dit word kwansuis op die rekenaar voor my gedoen)

I demand from telkom the following:
• refund for non-existing landline (My late husband’s telephone) from mid august 2016 until 19 february
• refund for no line from 20 august 2016 to 29 september
• refund for reconnecting fee of r214, 47 for my late husband’s non-existing telephone
• refund for no landline and no adsl (Which I paid for but did not have) since end of february up to date

An
Jun 21, 2017

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