Telkom SA SOC
reviews and complaints

I have been trying to get my billing sorted with Telkom for over a year now. I eventually reached a supervisor called Bulelwa Msila who promised that she would sort it out. She just started to ignore me eventually. When I did get hold of her again I asked her for the email of her manager Siyabulela Gunya. After 6 follow up mails I still have no response. Telkom over billed me since Feb 2020 and since then have been suspending my account due to no payment. I have paid what I needed to pay them and even more. Telkom owes me about R4600 but they are just too incompetent to sort out my query.

Since the start of the year, Telkom intermittently allows fraudulent accounts on my name. I have requested that they remove my banking details from their systems, but they keep on adding unrequested debit orders on my name and banking account.

Last case number for debit orders adding to almost R10 000.00 - [protected]
As part of the case I made it clear I want nothing to do with them and want my details removed from their systems.

Now I am receiving threats from debt collectors for accounts I did not request or possess.

My husband passed away last year. The Telkom fiber contract was registered in my late husband's name. On 2 February 2021, I canceled my late husband's contract with immediate effect and took a new contract in my name. Billing on the new contract began on 2 February but Telkom continued to charge my late husband's account while I also paid on the new contract. Sibongile Vilakazi at Telkom acknowledged the error by Telkom & promised to do a refund. Then she said the refund was declined & she needed proof of payments on my late husband's account. This was promptly provided on 5 June 2021 together with deceased estate bank details for refund. Despite numerous follow ups, Sibongile has not responded & we cannot finalise the estate due to the refund still outstanding.

Now the SOC's have resorted to stealing from the dead. What next?

Up until today no assistance to matter was given besides sms's that were send about a dispute has been lodged one day and the next day close. Still paying 2 contracts with no confirmation of being refunded or what they busy with opening and closing with their sms's

Kind regards

On Mon, 05 Jul 2021, 08:59 Nothando Mlonyeni (NC) wrote:
Good morning all,

Please be advised that customer is back again stating that she has not been assisted still

Kind regards,
Nothando

From: Laressa Bennet
Sent: Monday, July 5, 2021 8:10:32 AM
To: Nothando Mlonyeni (NC) ; ISP Support - TelkomSA.Net
Subject: Re: Very Unhappy / Disgusted and Appalled Telkom Customer

Good Morning Sir,

I would like to confirm if you received my below email and whether you would be able to assist me or should I receive your silence as a response and start taking steps against Telkom after today?

Regards
Ms Bennet
[protected]

On Fri, 02 Jul 2021, 11:11 Laressa Bennet wrote:
Good Morning Mr. Maseko,

It is with great disgust that I have to escalate my concern to your level of authority as your process of assistance and escalation for concerns/complaints and assistance seems to be dysfunctional on all levels from telephonical assistance to online.

On May, 13 2021 I received an email from Telkom with a migration promotion for my current wifi line that I have with Telkom. I responded to the email to find out more about the deal.

One of your sales ladies called me and I told her that I currently have a wifi account with Telkom for R899 and that I will not be able to afford 2 contracts nor do I need 2 contracts. She continued to explain the package and told me that I am one of the selected clients that this offer is given to and that Telkom will migrate the current contract to the new one and I will only pay R399 for the 1st 6 months and thereafter R499 for the Fibre contract. I specifically reminded her that she said our calls are recorded and that I want to confirm 100% and clarify that I will only pay the R399 by the end of the following month and not the R899 and she said yes.

To my dismay, R899 was debited from my account on the 1st of July 2021. I then called your billing department at 8:00 in the morning just to find out that I have 2 contracts and that they cannot assist me and that they will log a call back for one of the Managers to call me, which up until now none has called me.

At 11:30 on the 1st of July I arrived at your Montana Walk-In centre where the consultant was very helpful, with no resources to assist my matter and the Supervisor of the store was then called to assist me after I have spend R500 in airtime hours later to get assistance telephonically and was sent from one department to another with no assistance.

The Supervisor felt embarrassed by the treatment and response I gave her from my telephone calls with Telkom and could not understand why no-one wanted to assist me.

I am currently sitting with a bill of R500 airtime that I spend for Telkom's poor delivery services with no reference numbers for my calls as all your telephonic departments and people who answered the calls said that they cannot call me back or provide me with reference numbers nor can they assist my query, as it belongs to another department.

I am now sitting with 2 telkom accounts which one had to be cancelled in May 2021 for R899 and are being debit from my account.

I am asking you to please rectify your mistakes as Telkom as this is a breach of agreement and to reimburse me for all the damages caused by your organisation to date.

Failure to do so, will leave me with no choice than to go to the media and report your organisation to the ombudsman.

I have already lodged my concerns on Hello Peter and sent you a LinkedIn request with a message regarding this dreadful matter.

I do not feel that I should be liable and held accountable for your terms and conditions when your organisation is at fault and ask for rectification with immediate effect and reimbursement.

I am a single parent of 3 minor kids with no support structure and do not know how I am going to feed my kids this month, due to the financial shortfall of R1400, 00 to my pocket caused by Telkom.

From a very loyal and appalled customer:
Laressa Bennet
[protected]

===== This e-mail and its contents are subject to the Telkom SA SOC Ltd. E-mail legal notice http://www.telkom.co.za/TelkomEMailLegalNotice.PDF =====

Good Morning All

I signed up with telkom a few months ago as I have just moved to Cape Town

I then called telkom on the 25th June requesting my line to be moved as I use it to work from home as I work on contract basis and if I don't work I don't get paid.

I called then on the 25th June requesting the line to be moved and the line to be deactivated on the 27th June
I heard nothing and keep on following up then following Thursday the gentleman said the system was off and they will only be able to assist me when it is back on.
I then called again on the Friday and the Monday and said this order was still not processed as I have not done the facial recognition which no one ever mentioned that .
I then did that and still I have been getting no joy.
I then eventually got through to Shavon a supervisor and then it came up that I needed to pay R700 odd rand and the order will be processed which I did immediately.

I tried getting hold of her again and she refused to call me back the call centre agents refuse to put ne through to any kind of manager and I am still getting no joy.

I then try to call again this morning to see how far my order is as I have now not been able to work for three weeks and I am loosening on my income, my order was cancelled on the 5th and now the whole process needs to be started from the beginning.

I am so frustrated at this stage and I am getting no joy.
Telkom demand money from you but as soon as you need something done they don't do anything.

I am needing someone to urgently contact me to get this resolved, I cannot work, I cannot get any joy out of everything.

If I do not work I cannot get paid and if I cannot get paid I really don't know how you expect me to pay this account.

If this is not resolved immediately, I will take this to everyone I can, media, hello peter and so on .

Please contact me [protected]

Telkom Mobile is one of the worst service providers. We logged a call over month ago with regards to network coverage. A telkom technician did come through and has indicated that there is a problem with the cellphone tower. That was 3 weeks ago, we have not received any further feedback. When we call the the customer service for feedback you get pushed from pillar to post with no response?

On the 12 May 2021 I called Telkom Customer Care and informed them that my mum the holder of the Telkom Account for landline number [protected] is now deceased. I requested that the name of account be changed to my name and the DSL needs to be cancelled as well.
I was informed to email all necessary documentation to [protected]@telkom.co.za to change account name and to also state on email that I want DSL line cancelled.
I called again on the 1 June 2021 and spoke to Yoliswa as my latest bill did not reflect changes. I was informed to send info to her and she will forward to GwalaHP again.
5 July called and spoke to Princess as still no change to bill. She gave me head office number to complain [protected]-no one answers phone.
I need this resolved. Telkom is the PITS.

Hi, So i have put in a claim for my lost phone Note 10+ o the 26 June 2021, i followed up on my claim for the whole of last week and i am told that they are waiting for the verification. I don't know what to do anymore.

the sad part is that we insure our phone for such incidents and with the monthly debit order payment, but it takes forever to get assisted by Telkom insurance which is draining.reference: 57407

Good day

I live in 110 Springhaas avenue Theresa Park Pretoria North and there are contactors for Telkom that is installing fibre optic lines.
Today 01/07/2021 - I was working in my garden and using my sprinklers outside my house to water the grass

The contactors with a White Toyota Hilux bakkie after working hooked up their trailer and wanted to make a U turn with the trailer riding over my sprinklers the trailer has no lights it was 18:00 already dark

They saw me the whole day because they were working across the road and was fully aware of the sprinklers
When I asked the man why he does he want to make a U turn here and told him he is driving over my sprinkler he only said - "I see" He must know what to do before he causes damages
The previous week they installed the line on my border line and damaged my electric fence and I had to fix it

The man in charge of the contractors was not here - he is only here in the mornings

First it was Metro Fibre that digged the holes for the lines, they damaged my concrete cement driveway to my house it was left like that - my electric fence that was damaged and I had to fix it -now the contractors drive over my sprinklers and wants to make a unsafe / illegal U turn in the road with a trailer

The old telephone cable is hanging almost on the fence - rather get someone to remove the old cable that is just hanging

If these damages keeps on happening I will not have a choice but to take matters into my own hands

Telkom should rather get professional contractors to do their jobs, as these people are clearly not fit for the job as there is no common sense in doing the right thing

On the 23rd June I have requested a refund on an account which was cancelled in April, in May there was no deduction after an email confirmation from Busisiwe advising me that they won't be any charge and my account will be closed, on the 20th June I have being deducted again, I called the contact center about 8 times, advising me of this wonderful call back service that they offer, that a team leader will call me back to resolved this, to date no call has being received. Then I called again and an agent tells me there has been a refund logged, which was on the 23rd June, today is the 29th June to pass their SLA, still no feedback, this is now ridiculous, is it because it's a refund that needs to take place and I don't have an active account with you guys, because the service and the level of professionalism from the agents is awful,
I want this to be sorted attended to promptly, because whether I am a client of yours or was a client of yours, you should provide good service.
Ref number of the incident [protected]

Till today NO response from Telkom. Their incompetence has reached new heights.

In store 18th May 2021 - I took out, canceled and returned a contract devise the same day (unoppende) within the hour and they claim that the cooling off period does not apply when applying in store. I canceled because they lied to me about the bundle offer.

I then received an invoice of R22248.00 on the 5th Jun and disputed this on the 6th June as they claimed the process was not completed in-store that device was returned, debit order went off on 26th June 2021. And I got no assistance to date. I never approved this illegal debit order. It is in dispute and all they need to do is update the system that I returned the device (signed memorandum). BUT out of 9 people that I have been passed around to since the start the matter is still not resolved.

22 days after logging the first case [protected], it dragged on then was closed the 10th June, just to be reopened on the 12th Jun [protected] to submit the memorandum on receipt of device.
Endless visits to the branch, calls to their head office, emails without response and no resolve! Still the debit was done.

Over debting on my account 2021 May And June statements you deducted my money R301 times 2 for no reason, I need my money back Iam not the pro founder of load shedding that disturbs your system if you are deducting your money, can you please sort it out and pay back my money. I dd lodge my complaint to one of your employees I send him my bank statement but he never come back to me thank you

On the 18th of May 2021 O got an sms that they upgraded the infrastructure. My telephone as well as my dsl line went dead.
After numerous calls, nothing was done. Than all of a sudden on the 26th of May 2021 Openserve came to pull the fibre line into my house.
2 of them were working without a mask and as I am 78 years old I am more suspectable to covid virus, I thought it was very irresponsible.
Then they had the excuse they did not have any routers in stock.
On the 3rd of June I got an order nr 955613423A, a username and password. They phoned me and said they would come on Saturday the 5th of June and install the router, nobody came. By this time I have got 3 OTP numbers, they did not come to install the router and my telephone does not work almost a month later.The installers name is Thabang and the number on the carton box is [protected] the data ref number is B310008533. My house telephone number is [protected].
Now what?

I sent Telkom a cancellation request last year Jan 2020 and so far every month after that they have billed me. I still paid that account while it was being used (by my parents but I paid) and a few months after it was not (because my dad got a better choice and service from mweb for fibre)...but couldn't keep paying for something that wasn't being used and Telkom wasn't cancelling it...Finally in December I got someone to return my email and confirm that the line would be cancelled but they were still billing my the whole time. I asked in my email about the over due amount nobody responded to me after that. Then all of a sudden end of April I found out that Telkom gave me over to lawyers (VVM - VAN DE VENTER MOJAPELO (PTY) LTD Debt Collectors) who started harassing me and I have also explained to them what happened over the phone and was asked to send an email, after that email no communication except another bill... I have emails and also screenshot of the Facebook chats I had with them and after that last msg nobody got back to me as well. I even posted an complaint on Hello Peter and no response. Please help me sort this out. We are currently helping my parents due to my dad losing his job because of the covid 19 crisis and can't pay that amount, plus it's unfair that they continued billing me after multiple times I told them to cancel. ... I'm horrified, shocked and saddened at how both Telkom and this VVM people have been treating me, especially during these uncertain times. Plus a Telkom agent only called me once during all of this

Hope you can please help us sort this out.
I do have email pdf and screenshots of the Facebook chats.

I am been billed for services not rendered or solicited.
I just cannot get someone from Telkom to account for either bungling or organised crime within Telkom.

Regards
Mopai MD [protected])

My phone is blocked and I have contacted Telkom Friday June 4 2021. I contacted them again on Monday and on Tuesday and they can only escalate my complain to the fraudulent department and I am still waiting to get my phone unblocked. This is a matter of urgency as I have no way of phoning any one in an emergency as I am a pensioner. If something happen to me how am I going to get help. It just seems that Telkom do not care about this as they taking their time to get this resolved and cant give me a time when it would be resolved. I would like to get my service up and running asap.

The number effected is [protected] CJ du Toit

I have been getting your emails that I'm owing telkom, since 2018 which I don't understand because my contract ended 2017 July. I cancel my contract send through cancellation letter to cancellation department and i was told ill receive approved letter for my request. I still did not get it to this day I have not received it. I kept on doing follow-up, then I escalated the case to ombudsman only then telkom decided to assist me. A lady working
in the Office of CEO tried to resolve this matter and respond in our trail of email that my case has been resolved and she apologised for the inconvenience caused.

Unfortunately few months later i got another emails from telkom that my account is in arrears.
Good day,

To this day I still have this case open its still pending and not closed.

I need assistance my credit is being compromised.

Kind regards

The manhole cover in front of our property situated at 102 Athlone Street Dalview Brakpan has been stolen. Reports to the Ekurhuleni metro returned the underground cables and equipment are communication cables and equipment belonging to TELKOM.

It is now in excess of three months.

PLEASE COME AND FIX.

If another is injured I will make myself available to give evidence in the civil action claim.

Good day

I have been living in the UK since December 2019, and this week (June 2021) Telkom deducted R4692.76.

I don't know what to do I am not in South Africa. How can we resolve this?

I have attached a screen shot of my bank account, with the money that has been deducted.

Name: Dinah Mmemme Rangaka
ID No: [protected]
Cellphone No: [protected]
Date of the Incident: 06/04/2021
I lost A11 Samsung galaxy phone on the date mentioned above. I went to the Telkom branch where they told me that I have to talk with the Telkom claim via email or via phone so I decided to talk to them via the email of which I have send the relevant document e.g. Affidavit, photo of the Identity Document as well as the cellphone claim form. They then forwarded the Admin+claim no: [protected].Of which I have been talking with them via email. The last email was that the phone was delivered but till today I didn't receive any phone. My question was when and where.

The below are the conversation that took place between me and the person who was trying to help me.

From: Telkom Claims
Date: Thu, 13 May 2021, 14:54
Subject: FW: 52482
To: [protected]@gmail.com

Good day,
Please see the attached document.
Device was delivered and signed for.

From: Mmapaseka Rangaka < >
Sent: Thursday, 13 May 2021 00:59
To: Telkom Escalations
Subject: Re: Inquiry about a lost phone

Morning I am still waiting even now what is the delay.

Yours
Dinah Rangaka

On Mon, 03 May 2021, 22:49 Mmapaseka Rangaka, wrote:
Admin+claim no [protected]

My ID no is [protected] I lost a A11 Samsung Galaxy phone few weeks back. And I send the relevant documents even now I didn't receive no reply. I want to ask what is the way forward and what should I do in the meantime. Your response will be appreciated.

Dinah Rangaka
Yours

From: Telkom Claims
Date: Tue, 04 May 2021, 16:22
Subject: RE: Inquiry about a lost phone
To: Mmapaseka Rangaka

From: Noviwe Nomzaza
Sent: Monday, 03 May 2021 11:50
To: 'Debbie Ford'
Subject: RE: Your Admin+ Claim No: [protected] has been updated

Good day

Kindly be advised that delivery takes 5 working days please find tracking number _ [protected] company courier-it

Kind regards

From: Mmapaseka Rangaka
Sent: Monday, 03 May 2021 22:50
To: Telkom Escalations
Subject: Inquiry about a lost phone

Admin+claim no [protected]

My ID no is [protected] I lost a A11 Samsung Galaxy phone few weeks back. And I send the relevant documents even now I didn't receive no reply. I want to ask what is the way forward and what should I do in the meantime. Your response will be appreciated.

Dinah Rangaka
Yours

---------- Forwarded message ---------
From: Telkom Claims
Date: Thu, 13 May 2021, 14:54
Subject: FW: 52482
To: [protected]@gmail.com

Good day,
Please see the attached document.
Device was delivered and signed for.

From: Noviwe Nomzaza
Date: Mon, 12 Apr 2021, 11:00
Subject: Your Admin+ Claim No: [protected] has been updated
To: [protected]@gmail.com

Good day,
To proceed with your claim, the following information is required: to confirm where was the device before the incident occurred
Kindly forward this information to [protected]@adminplus.co.za.
For any queries regarding this claim, please contact [protected]@adminplus.co.za or alternatively contact the number below.
Kind regards
Administration Plus
[protected]

Regards
Dinah Mmemme Rangaka