Telkom SA SOC
reviews and complaints

The company that called mondo to sell data for R99 and telkom they were charging me R116 sometimes R117 and when I tried to get hold of them I couldn't reach them I called again and I got a lady and she checked for me and said I must be refunded Three hundred and Rands and I query regarding why I was charged three hundred and 48 Rand I think and she said I was charged two hundred and something for non payments and I told them they said I must email the statement to prove that I did have money in my account, I did email the statement and she said they will refund me but they won't give me cash they will deduct the installment from that money month end of March they did not deduct from my account thought maybe they did credit me back and 30th of April they deduct R489 and cents cause renew my contract which I was supposed to pay R135 but I'm charged R150 something and I have being taken from pillar to post and I think they do deliberately not to deduct so that they can charge more money and I don't how is my fault if they didn't deduct for last month, the lady that I spoke to the day before yesterday she said they will refund which she sent me a msg that my account was credited and which I was told by consultant that I can cancel anytime if I want to since we don't sign any contract my no [protected] /[protected]

I bought a phone via contract on Wednesday the sales consultant was selling the oppo reno 7 do much we ended up taking it.i wanted a iPhone he said I'd had to wait for a month for the iPhone as Telkom don't have stock of the iPhones

I am in the 7 days refund period but I was denied assists

Took the phone at trade route mall on Wednesday 27 may 2022

The service I received from S Dlamini at the Telkom in Mall of Africa was disgusting and such a huge inconvenience. On the 23rd of April I went to Telkom to purchase a phone and a laptop on contract. I only had the POR, ID and 3 months statements. I was requested a recent payslip of which I didn't mind going back to work to get. I then came back the very SAME day. Ms Dlamini told me that, that was all the documents required and that there's nothing else she needs. She confirmed that all documents are fine and that she has attached everything on system then after a few minutes she confirmed that my application has been approved for the products I want contract.

I signed the contract along with her signature, went through the debit order dates etc. She confirmed there was no stock for the two products and that on 26th April, Tuesday or 28th April, Thursday she will call as that's when they will receive stock. I had no issue with that. I asked her if there's anything else I need to sign or any document needed. She said no and that Tuesday I should just come to collect.

26th April, Tuesday afternoon I receive a call from a different agent (Bongi) who informed me of the stock being available and said I should come collect. I told her I'll come 27th April Wednesday. She then asked why I didn't bring my ID and statements the first day. I advised I did and that I even have proof and witness. She then said "the agent who assisted you didn't attach those documents here, so please come with them again" That's my first problem!

27th April, Wednesday afternoon I arrive at telkom I was assisted by Tlou, received a good service from her. After looking at my profile she asked S Dlamini why she didn't attach my documents. So now this is the second agent who sees that S Dlamini didn't complete her job properly.

S Dlamini then had to take over the mess she created obviously. So she the tells me to sit down for 5 minutes and that she will call me. She kept coming back after 15min to tell me her manager is just overlooking everything and that I should get products in 5 minutes. She comes back after 30min and says she needs my march payslip or my statement reflecting this month's salary. I asked her why, she couldn't answer me. I then get angry because I already sent the documents she requested. She continues to lie and say that she needs them for second opinion. I sent the documents she requested she confirmed I'll get my stuff. After 10 minutes, she says I have to come back Thursday to collect and that she will call me for sure. So I WASTED MY TIME AND MONEY TO GO TO TELKOM AND COME BACK WITH NOTHING. when I Could've sent those documents the very same day - had she done her job properly and checked my documents properly. I wouldn't be in this situation. Clearly she didn't verify anything on the 23rd of April because she said application was approved. So she lied to a client.

She starts saying that she's gonna be in trouble with her manager as if that's my problem she didnt do her job and two of her colleagues were already annoyed that she didn't attach anything on my case. TODAY IS THURSDAY 28TH AND SHE STILL HASN'T CALLED. I Don't want S Dlamini dealing with my case anymore because clearly she's incompetent and lacks integrity and honesty.

I've gone multiple times with my family members and to start contracts with telkom and because there was stock they received everything on the same day. There was no such thing as second opinion as S Dlamini said trying to cover up her own lies and disgusting work ethic.

Should I not receive my stuff tomorrow I want the whole contract process cancelled and I'll go to Vodacom.

I requested cancellation of service on form V170327 on 30/07/2021 and still receive accounts and requests to pay the account for service not been rendered and has now been handed over to debt collectors! Account no [protected] The service has not been cancelled as requested but I do not make use of it because I have a other service provider as from 1 Sept2021

I have logged a request with the Telkom call Centre in middle March 2022 regarding slow internet speeds. I have a Dlink DWR-956M LTE router. The speeds are pathetic and is a problem as i am working from home. Telkom call centers keep sending me from pillar to post and my problem have not yet been resolved. I called again and they advised that they will send a technician to assist. I am still waiting for assistance. Case number is [protected].

Telkom is charging me for VAS for which I never subscribed.

I logged a complaint with Telkom, they did not do anything about it

I logged several complaints with WASPA - every time I was subscribed to a new service. They acknowledge my complaint but did not do anything about it.

I rated them at Hello Peter. They responded with Facebook messenger but did not do anything to resolve the issue.

Dates on which this has happened:

Gamezone AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:21:30 R 3.00 RecurringDaily Cancelled

Shortflix AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:22:04 R 3.00 RecurringDaily Cancelled

Innovate Entertainme AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:50:42 R 3.00 RecurringDaily Cancelled

Bid n Win AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:30:33 R 3.00 RecurringDaily Cancelled

Ukuthanda AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:20:37 R 3.00 RecurringDaily Cancelled

FaithFirstTV AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:15:22 R 3.00 RecurringDaily Cancelled

Reycreo Online AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:20:56 R 3.00 RecurringDaily Cancelled

Boss Moves AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:23:54 R 3.00 RecurringDaily Cancelled

Reycreo Online AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:01:01 R 3.00 RecurringDaily Cancelled

Gamezone AKINGA VERTICAL SERVICE PROVIDER (PTY) [protected]:01:46 R 3.00 RecurringDaily Cancelled

On the 27 February I went to Telkom Sandton to take out a cellphone contract and was assisted by Lebo. She explained that the 1st debit order will be going off in April. She explained that the reason you get a month free is that now with Telkom if you miss a debit order they add R208.00 if not mistaken. She also confirmed with a colleague of hers who was walking pass that if I take if that day it will be April and she responded yes. On the 14 March I got a message that R578.00 that month, because I know my debit is only going in April I say it's an error message but should they debit I will go back to the shop to enquire. Then the 20th comes which is the date I had given for debit to go off and my account is not debited then I confirm it was a mistake. I got a shock on the 11th April when I got a message that my account is in arrears for R1067.00 and start receiving calls from Telkom. Immediately when I got that message I called Lebo on her personal phone at 10:23 I tell her I just got a message for arrears on my account, I ask her if I should call customer care or if she can assist since she said it's going off in April. She asks for my I'd number to check and I could hear she also doesn't understand why as she goes through my profile. She then says she will find out and call me back. At 11:49 I try to call her back to follow up no answer, again 12:05, 13:36, 15:16 and 16:38 no answer on all this. To date there is no response from Lebo. I was also trying the shop number which kept on taking me straight to voicemail. I then called a colleague of hers who once assisted me with my device no answer as well then I decided to send him a WhatsApp message. I asked him if the shop had a direct number and he asked how can he help. I explained that I spoke to Lebo and also shared the story with him. He said the store phone has issues and asked if Lebo had said will call back or I must come to the shop. I said she promised to call back. Then he said he will ask her it was at 16:26, 16:39 I follow up if there is no response from Lebo and he says not yet. I ask if she is working on it and he responds yes. On the 12 April I try to call Lebo again on this times 10:02, 11:26, 11:27, 12:16, and 15:31 still no answer. Then at 15:32 I try to call her colleague again no answer but he responds in WhatsApp with a message he said Lebo sent to him and it read

"Hey, she took her contract end of Feb. She says she received a message in March for her 1st installment but she ignored it and now it's 2 months.

Her free first month was Feb even though it was just 1 day" I got shocked and asked why is she not getting back to me. I asked the gentleman if I can call him and he agrees. When I asked him why is she not responding he also didn't know. We spoke about my story but to his knowledge he says the instalment was supposed to be March he didn't understand why I was given the information but unfortunately he couldn't help then I said I will go to the shop. On the 13th of April after my shift I went to the shop and was greeted by Mittah who confirmed Lebo was off. I shared my story with her. All she could say to me was it's my word against Leno's I am liable to pay my account the only thing they can do is to reverse the R208.00 penalty. I asked if then indeed the instalment was due why didn't Telkom debit. I had my bank statement with me showing no attempt from Telkom. Her response was sorry but you still liable. I refused that they only remove the penalty and I pay double the instalment. I told her I want to stick to what I know which is first instalment in April the other money must be written off as I don't know about it. I tell again it's also not my fault that they didn't debit. I asked for a manager his name is Pat I think it's Patrick in full. He tells me why didn't I come to pay in cash when they didn't debit. I said to him how was I going to come pay when I know it's said instalment is in April. He tells me there is no way his staff can tell me that as they are well trained. I tell him I work for a financial and I cannot purposely leave my account to affect my credit score. I'm trying so hard to build it. I spent money to go to the shop I cannot come from far just to accuse them. I also had a question for him as his staff is well trained and cannot do such, in a way I felt that I'm being called a liar. So before I took the phone on the 27th I was at the shop on the 26 of April she was upgrading and I wanted a new contract but the device I wanted was out of stock. So I had to come the 27th, so when my sister was upgrading from the things she was supposed to get freelace were not available and Lebo said I can bring them for her on the 27th, unfortunately on the 27th freelace was still not available and she said when they available I can still collect for her as she works farer and I am not that far. So when freelace came she called my sister and confirmed I can still collect. I went to the shop to collect when I got there Pat there manager was available and he refused with the freelaces and said the owner must collect it herself that's not procedure. Lebo was there and I asked her if she didn't know cause I wasted my time. Pat even gave me some freebie as part of an apology for wasting my time. The point I'm trying to make here is he is now telling me his staff is well trained and there is no way that they can do that but the very same Lebo was ready to go against process to release freelaces. He couldn't answer to it. They said they have to wait for Lebo to hear her part of the story. At no point I felt my concern was taken seriously all they said was I'm liable I signed for the contract. I told them at the at of the day Telkom has nothing to loose, firstly this thing is draining me emotionally, my credit score is affected and they will get their money. I get to pay for the mistake done by Telkom and they couldn't care less. After some time in the argument that's when Pat said he will submit a query in the morning regarding what I said that I can only pay the one month and the other money must be written off. I asked them which number can I used to call them so I remind them on the morning. Pat said they don't have a number. The following day the 14th of April I get a call from Mitta at 09:22 from [protected] she tells me the query was not submitted but her and Pat have come up with a solution to pay 1 month for me and I pay one as I said I cannot pay double instalment but the money they paid I will still be liable for. I refused to the offer I was so angry just shouting and she gave the phone to Pat who also suggest the same since I was refusing still he said he will proceed to log a query for me. Later that day at 16:32 I get a call from Pat telling me the issue was resolved the money will be written off and I will only pay for one month and going forward it will be my monthly installments. I asked him how much exactly is debited that month he says half of the amount they say I owe, which I believe it's R533.50 then we hang up. Immediately after that something comes to mind and say call the number back and ask for this in writing, called 3 times there was no answer. On the 15th of April I get another message that my account in in arrears for R1067 I still call the number with a hope of an answer but nothing. On the 20th of April I realise the debit order still didn't go after my shift I go to the shop I get Mittah again Lebo is off again. I asked why the debit order didn't go through her with Pat they say it will go during the night. I get another shock I am told the money that will go off is R625.00and something can't remember the exact. amount, I tell Pat he said half the amount and he denied and said he said plus minus. I ask him to send me the agreement we had on the phone via email so I can have back up in future if they change again. He refused and said it's on the system. Then Mittah shows me the breakdown which shocks me again. The breakdown shows I went over the package I was given it wasn't much but what shocked me is that when I was taking a contract with Lebo upfront I told her I want top up and I shared a story of when I took my first contract in life with a different provider and I paid over a thousand for the first month. So I ask Mittah to change it for me to top up, she tells me it's not possible. I was surprised because with the other provider they were able to change it. I don't know if it's because the times have changed or they work differently. She tells me again it's my word against Lebo's, and and she says it's different when you take a phone via a call centre and a store because with call centre the calls are recorded. Then I said to her let's record our conversation now, she refused and said it's not allowed, I tell her if we both agree there is no problem. So come the 21st of April they still don't debit my account. I also get a message that my account has been handed over to Nudebt. Today I receive a call from Nudebt calling on behalf of Telkom. Today I went again to the shop and spoke to Pat who said he is sorry it is a fault from another department as they submitted everything but will send them an email and copy me. He referred me to Checkers to pay the amount which I did. On the 20th when I went to query I asked Pat what Lebo had said when she came back. He said she it was just miscommunication. I still ask if Lebo knew very well what she had said to me when I was taking the phone, why didn't she say to me on the spot that my account was due March, before she could say I will call back she took time having a look. What was she going to have a look at. Why hasn't she gotten back to me. What is she running away from, why is she Gidding and he's colleague is able to get back to me. Even Pat failed me as a manager because it was clear from the onset that he was taking sides. This were the questions he was supposed to ask Lebo that why didn't she respond to a client. She walked away freely with her mistakes. I am emotionally drained, my credit score is affected and Telkom is losing nothing. Honestly speaking I no longer want a relationship with Telkom if possible they can take their device and I can pay for the months I had their phone, they cancel me and write off the entire agreement. I want Telkom to get a recording between me and Lebo when I called her to prove the conversation, secondly the recording between me and Pat when he said I will pay half the amount. Telkom must never list me on bureau for March and April for non payments or slow payer. The way the whole situation was handled was like I'm called a liar. I will be glad if I get assisted in this matter. I can be contacted if further information is required [protected]

Regards

Lebogang Moeng

We have had no adsl for over 2 weeks now. An agent advised to open an app for Openserve, logged a fault and set a date but nobody came. It is costing me a lot of money in data and affecting my work from home. Our landline is [protected], the fault reference is 7361. Ballito South Africa

To whom this may concern,

Firstly I would like to let Telkom know how pathetic this damn service is as well me being a loyal damn customer for more than 15 years. You guys are a multi billion rand company and in actual fact feel embarrassed to be a part of your service.

My service received in short was when I recently visited your store in tokai to have my phone given in for fault, taking into account that this is the Flippin 4th time! Now let me just say I run my business and herewith lost time off with my work and guess what my family suffered too, also taking into account that I had no phone to run my business. Now you tell me, what would you do in this position. The most disgusting service ever!

My experience with telkom Tokai and their team

1. Device had a software problem and waited up until the afternoon to have it picked up and then it worked for 2 weeks

2. Device signal was lost and 5g was lost on the phone, then device was booked in again and advised me they will have a look at it and collected it the same day and then device was OK.

3. Signal was lost again and sales associate said that they were going to book the phone in and send to Huawei. I then offered to take to Huawei myself because I refused to wait for such a long period. Same day I took the phone into Huawei Canal Walk and booked the phone in during which at the time the sales consultant advised they would contact me when device is ready.

4. Three days later Huawei calls me and advised motherboard was replaced and I got my device and was working and in good function up to 4 months.

5. Then the device started again with no signal. Then went back to Telkom Tokai with device and demanded to speak to a Manager and manager and didn't want to come out and said they were busy with a customer in the back. Now what flippin customer goes into your telkom staff space.

Then the sales consultant told me that if they book in then if it's software they would do repair, if it's hardware then I would need to pay. I then refused and sales consultant told me or at least insisted that I take an early upgrade for which I still had to pay for this faulty device and contract. Now who in the right mind as a service provider would do this to a loyal paying customer for almost over several years.

So now at this point I am pissed off because this device has been defective from 2 weeks of having this device.

The consumer Rights act/ sale of goods act 1979 makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the phone replaced with a new device and also require you to confirm whether you will arrange for my phone to be collected or reimburse me for the cost of returning the device I request that I get responded to within 7 days. Should this not be completed I will be emailing your CEO Sipho Maseko and making this concern known to the media as well as the Ombudsman. I wouldn't want to have any body jobs on the line taking into damn consideration that I lost R1000s of Rands with my businessas well as spending my time, my airtime and my petrol for your faulty device.

Looking forward to hearing from you and your management.

Aim really verry upset my internet is iff since Sonday the 17 April on Tuesday I phoned 10210 my ref is 7294485 on wednesday I phoned twice holding about a half an hour my ref no is [protected] then I unpluged my wifi and took it in to Springs mall they just said sorry we cant help phone 10210 I came back home and is still waiting on telkom to contact me my Id [protected] this is verry bad service my internet state no internet excess how long must I wait before the problem gets resolved

It is a week ago and still no service but if they want there money they verry quick to put it off when you dont pay

I moved to a new place, Telkom has no coverage in this area and hence could not supply the service but still charging me for the same. I called emailed and asked them what should be done, Telkom did nothing. I stopped paying cause no services were received and needed the acc to be suspended so no further charges could accumalate. from there Telkom sent me to debt collectors nudebt and messed us my ITC profile also. I wish to lay a formal complaint and hope tey sort out and pull my file from these nudebt and clear my ITC thanks [protected]

I received an sms from Telkom (Dear Telkom Mobile Customer. Your total balance for account number [protected] is R480.32. R341.7 is current and R138.62 is in arrears and payable immediately, you can visit https://apps.telkom.co.za/alpha/public/register for immediate payment of your arrears. Please ignore if already paid.) which didn’t make sense because my monthly bill is R139, when I called the customer care I was told that I’m being charged R202 for “back something fee” for missing last month’s debit order. I fail to understand coz when I upgraded to a sim only deal in December i specifically told the agent to change my banking details from Capitec to FNB and we agreed, now I’m being charged almost double of my monthly bill coz of their careless mistakes. I will not pay that “back fee” until I have the call between me and that agent listened. Money doesn’t grow on trees guys, how is it that I’m being charged R202+last months payment which is faaaaaar less than that amount?we can barely survive with the inflation increase now you guys are charging us mad amounts for missing debit orders?!. It’s not my fault that the agent failed to do her job and decided not to change my banking, now I must be inconvenienced for her carelessness? No ways!

Telkom suspended my services on 16/03/2022 and the reason was due to credit limit, alright I called and they said nothing is wrong with my account and they will request a resume of service on their side. 7 days of calling after my account has been suspended one of the consultants tells me thers an amount of R242.65 that needs to be paid but when I go to the store I'm being told to pay R59.00. I went and paid the maximum amount which was requested and waited for it to reflect on their side and which my services remained blocked even after making the requested amount. When I call again I'm told to shift my debit date and I did but stil, when I call again I'm told to increase my credit limit which I did but stil. Ok I called and called matters where escalated each time I called which was everyday from the date when my account was blocked. On the 18/04/2022 I was told my account was handed to telkom debt collectors even though I have been paying, so I went and called the debt collectors and they told me my account was never handed to them. During the process of me calling I was given emails of a few consultants insisting that they will help me of which I tried to keep in contact with but stil I got ignored, posted on their Facebook page and Twitter yet they stil failed to help me to this day.

So you people again have decided to foward an incorrect amount again.

I am out of words

But should you debit that incorrect amount of the 20th, I will reverse it and institution legal proceedings from now on.

I have 2 devices that I am paying for the other is R500 and the other is R450. The amount you are debit me should be 950

After lodging a case with your billing department, you refunded the said amount, to my suprise the incorrect amount is still reflecting to my statement

You also charge me the reversal fee to the reason I reversed amount, was because of your incorrect debit for 3 full months, this was for the fourth time and I was tired.

I have other financial obligations which need to debit on my account like my life cover and insurances which were defaulted due to

Your incorrect debit, please also waive your nonsensical reversal fee, because had you debited according to our agreement, I was never gonna reverse the amount, I have never did reverse your money anyway.

If this is not solved by tomorrow and you debit me the incorrect amount, legal proceeding will follow

And from now on, will start posting this messages on all social media platforms

On the 13th of November 2021, I bought Samsung A32 smartphone that goes with Samsung smartwatch at Mall of Africa Telkom store. The lady who was assisting me advised that they had no smartwatch stock but they were expecting the stock during that following week and that they will call me to come collect the watch when it arrives. I waited for the whole month with no call. I went to the store to ask about the smartwatch and they told me that they don't have the watch because it was December and thing move very slow, it got delayed. January I tried to call the sore no one ever pick up the store pone, it rings until you give up. Decided to go to the store again, I keep hearing the same story with some little additional lies. When you ask to speak to the store manager they always tell you he is not around. Till today I still don't have that smartwatch. It looks like they are not even planning to give me the watch. This is very disappointing and annoying. Telkom operate like fly by night business. Never trust their word.

On 31 March 2022 I contacted Telkom 10213 to check on progress for a Fibre to the home application made on 27 March only to learn there was no record of the previous application. We then made another application on 31/3/2022. After being on the phone for more than an hour, I was given Ref Order 1231144629A, which was subsequently cancelled by the agent due to reasons unbeknown to me. Another order 1231173391A was created. I received a SMS cinfirming a new email and password for future use with fibre. On 4 April I received an email about a problem interfacing due to an address albeit both under area code 3610 street name and number. The same agent phoned me later on 4 April to confirm the address as and assured me the Order will be corrected accordingly.

Hence, I waited in good faith for a call from a technician.

Today, 11 April 2022 I received a call from the agent informing me she is struggling with the system and the order has not been send to technical yet for the installation.

In the interim my adsl line is dysfunctional and I the fibre order is in limbo.

Please can someone with the necessary authority give required attention to this matter urgently and expedite the installation, or advice.

I purchased Samsung Z folder 3 which was on special on the 20th of October 2021 however upon receiving it there were bo buds. I made several calls after receiving it but nothing happened up to now.

Kindly assist in this matter.

Hi there, on the 18th March 2022 I went to Telkom Cresta Express Gauteng to purchase the Blue Bargain Sale and the application was processed however I was advised that the Samsung A12 x 2 I want was out of stock. I was advised that the will order phones for me and as soon they get delivered they will contact me.

I was even asked the colours I want which was black and blue. on the 25th March I got a call that my phones have arrived, I went on Saturday and had to cancel all my plans when I get there the was this lady whom was assisted and the phones and colour looks exactly with what I have ordered however I just told myself maybe they have more in stock. when is my turn I tell them that I am here to collect my phone is was advised that the dont have my phones. I then told them that phones sold before me was my phones and you called me to come fetch the phones, I stay far, got there no phones all I get was sorry which was not good enough. I was advised that they will order other phones until today I havent got any phones, instead I am the one always ask how far is the delivery or any feedback. Manager also gave me his number yesterday I send him watsapp all I get was just a blue tick no response. I am so dissapointed I need those phones and have been waiting for long, if you dont have any in stock please make a plan that I get other Samsung phone with the same price, I didnt want Huawei phones at all. should I wait for almost a month to get phones.

I had a cellphone contract with Telkom. After two years when the contract expired I cancelled the contract. Telkom just kept on deducting money from my account. I contacted Telkom in all possible ways. ABSA even assisted me in trying to stop the deductions. Whenever I contacted Telkom they said that they can see that the contract has been cancelled and it is a mistake, but they can do nothing. It is another department that must correct it. I must email 3 months statements and then they will respond and sort it out. That is where it stops. After that nothing happens except that the keep on deducting money. This is pathetic.

I ordered an flte service from telekom in November 2021 and eventually received the rooter.

I followed all the provisioning steps needed, this will include leaving the SIM card in the 3 days.

I contacted the Telkom call Centre at 8 o'clock on the fourth day of the supposed provisioning process and stayed on the phone with consultants jumping between departments till 4 o'clock in the afternoon before eventually getting hold of a team leader in the contact whom then eventually sent through a request for a technician to come and view the device and see what is wrong.

Once the technician arrived at my house after testing it for about an hour he then notified me that the SIM card that they had provided me was a defective SIM card and told me to contact the call Centre to find out what to do next.. Once again sat on the call with the call Centre for probably 2 hours and they eventually let me know that it is my responsibility to take the SIM card to have it swapped in for a different one, however I let them know that this doesn't seem right because this is a service that they should be providing so surely it should not be up to me to rectify their product mistake.

Eventually out of frustration I then requested a cancellation upon which they told me that I have to pay a cancellation fee. however I refused to pay the cancellation fee because they did not deliver a service that they said they were going to provide. Once again I was on the phone with a team leader after speaking to them for a good long while the team leadeder then requested on the 3rd of December for the cancellation. And also for my address details so that they could request a collection for the rooter otherwise they would not be able to cancel.

On the 7th of December I received an EMAIL asking that I confirm my address details, this regarding the router collection. However the router was not collected.

Throughout the time that the router was not collected I had to contact Centre over 20 times, spend more than a few hours on the calls with these agents who did not know what was going on with my requests, everytime I called regarding the cancellation everyone told me that it wasn't even logged when I phoned the reconciliation centre, that was the department I was transferred through to, the agent there then said that they refused to collect the rooter and that it is my duty to drop it off at a store at the Telkom store. I then eventually went to a telkom store and dropped off the rooter once again spending probably 2-3 hours at the store trying to get them to take the rooter from me because they would not stop debiting me unless the rooter was in. Eventually I was assisted and they gave a reference number to me and logged another cancellation request.

In the meantime of the 4 months of the router not being collected they've also been debiting me a total of a R1018, I understand that R349 l is for the SIM card that I have with them that's preexisting however the rooter should have not been debited off of my account as there was no activity on the line. I did request for an activity report, but they did not give me anything.

Today on the 4th of March I Contacted the call Centre once again because my SIM card for my phone is still blocked. I then asked to see if there was any refund requests that have been logged due to me asking for these things to be logged in the past 4 months or so. The consultant s that I spoke to let me know that there were no refund investigations, no refund requests and no cancellation requests on my account. I then decided I'm going to phone a consultant and record the call where she let me know that on the 3rd of December a cancellation request was processed as well as a collection request was sent through. I also have the emails asking me to confirm my address which I replied 2 and got no response to. the consultant also let me know that the only update from that query from the 3rd of December is now on the 3rd of March in 2020 so it took them a total of 5 to 6 months to actually handled my query and they have been debiting me all the while.

I was speaking to a consultant on the cancellation department who let me know that I was in breach of contract and I let Him know that his company was also in breach of contract, from the moment that router was delivered there was supposed to be a service that was delivered with that as well. there was no service delivered. The service that they said they were going to give me never worked because the defective SIM card was not allowing for that it was then apparently in my hands to fix it which I didn't think was fair. On top of that I found for a cancellation request to be done which was not done. On top of that trying to follow up on a cancellation which I know I had logged and being told that it was not there. So on top of the service not being delivered when the defective SIM card came into play. The cancellation request was just never processed the collection of the router was just never bothered about.

I started moving my money into a different account hoping that they'd sort the query out before debiting me incorrectly again. Instead they suspended my number.