Telkom SA SOC
reviews and complaints

Account query not resolved...my account was in arrears so I have did an eft on the 26/04/2023 amount of R6000 and was also debited from collections on the 29/04/2023. I've been contacting customer care ever since I was debited but was told that the payment was not reflecting and I should wait until 7 days. Due to collections debit order taking must last income I had other failure of debits from other accounts...finally the debit order reflected and I was told that only R3300 will be credited which telkom billed me in advance and were I should of been billed at the end of May

I've spoken to a manager on the 12th of May and he assured me that by me sending a pop (which was emailed) then the matter will be resolved. When I called in on the 15/05/2023 I was told that there was no pop attached to the case number ...which they had to issue a new case number and yet again I had to send pop...very unsatisfactory service from telkom

I called Telkom 13 days ago and ordered the Smart Voice Basic Package for R. 225.00. All my details were taken and I was served with a reference number which was 1618401115A and was told it will take 7 to 14 working days for the order to be completed. As I did hear nothing from Telkom as usual I called in again and was told there was an arrow on the system and the order has been escalated. Nothing happened again so I called in again (09.05.2023) this time I spoke to a gentleman named Ethan who was very professional and said that my order is way behind and he escalated it again and made notes. The reference number this time was 8269151 and the call reference was 6049843. He said I should call again in about 24 to 48 hours. o I called in again on the 10.05.2023 and was told the order is still pending I should call again the next day. Today 11.05.2023 I called again and after a wait of almost 10 minutes I was told the system has cancelled my order by itself. What on earth is that? No wonder that Telkom has such a bad name the service is shocking. Telkom and Eskom are the worst companies in the country and should be shut down. I want this problem to be resolved otherwise I will go to the media facebook and all social platforms and that is a promise. Have I hear nothing from Telkom by next week Monday I will take action. Ridiculous what we have to put up with besides loadshedding. Telkom and Eskom seem to be related when it comes to bad service. My email. [protected]@live.co.za should be on your system if the system hasn't cancelled it as well. Thomas Kallenbach

Hi I have been sent a Telkom data sim that I did not apply for.

‘SIM - [protected]- Deal Sold: Unlimited LTE 10MBPSCash/EFT – FMC sim only- SERVICE NUMBER [protected]’

I have tried to cancel it as I did not apply for it. But no joy so far

Approximately a year ago I was sent a router which I did not apply for and I was charged almost R2000.

This is totally unacceptable.

On the 23 of April 2023 my phone was stolen, I then called Telkom to block my phone and give me the ITC number that i should take to SAPS to open the case and take the case to where i bought the phone to get assistance within 48 hours. Telkom only suspend the number as those who stole my phone can commit fraud with it, however, Telkom did not block my phone as I requested they only suspended the number.

as i was stressed about my phone i then called Telkom again on the 25th and ask that i didn't the ICT number to open the case with at SAPS, the then told me that the phone is not blocked, i then asked why cause i asked you to block the phone, they told me that the person who was assisting me didn't block the phone as a result they will escalate the matter above. they then listened to my call that i made on 23 April and they found out that indeed i asked them to block the phone as it was stolen but they didn't block it. my phone was only blocked on the 27th of April.

as the matter was escalated to Lerato Boleo Line manager at telkom she then said she will escalate the matter further, then i received the call from Blessing the supervisor at Telkom with the number [protected]) he told me that the consultant who cause this problem will be told not to do the same mistake and he told me that he will escalate the matter to complain department and he will call me back and give the way forward, however he didn't call i called 081180 and ask for him i got him and he told me that there is nothing they can do i should go to Telkom store they will advise what to do, when i go to store they said they can't help me with anything, but those above not in store, so i don't know which is which now.

my phone was 18days when stolen it worth R36 000. but now Telkom is saying they can't do anything to help me because of the consultant's negligence

if Telkom did give me the ITC number in time i could have got assistance to recover my phone through the store that i bought it from. but now its over 48 hours the store can not do anything to assist me.

i want Telkom to be held liable for this matter because i can't be paying for a phone that i could have recovered or get another one but i didn't because of Telkom's Negligence of not blocking my phone and giving me the ITC ref number to open the case.

i am a graduate right now working as intern i don't have to mony to pay for the phone that was not recovered due to telkom negligence

I overpaid my monthly Telkom account at the end of March by approximately R8000. I could only raise this with Telkom once the payment reflected - this happened on 05/04/2023. I logged the call and was advised that it will take 7-14 days to process - I just need to submit a certified ID and Copy of bank statement reflecting the payment. I submitted and called in to confirm that it was received. Confirmed. Waited 14 working days - no refund. I phoned on 29/04/2023 only to be informed it was not processed because the documents were not attached to the request submitted. The helpful lady could see the documents - attached it to the case and tried to have is escalated as it was now a month since submission. I received a mail last week indicating the case was closed - yet no refund. This morning I phoned again and was informed that my request was rejected as there is no proof of payment. The lady that assisted me - could see the bank statement as well as the payment on the statement. Once can only call the Customer Service line without being able to reach a manage or someone in finance to address - I am beyond frustrated and no longer willing to wait for the refund - I need immediate action taken.

We had been users of Telkom's uncapped ADSL internet service for many years and had no issues, however we were advised by Telkom that support for ADSL would cease by the end of March 2023, so on the 14th of March we "upgraded" to Telkom's 50Mb/s uncapped fibre service. The service has never worked properly, the service they delivered is actually capped at a very low figure meaning that we receive approximately 3 days per month of useful internet and are then throttled down to speeds of between 0.1 - 0.3 Mb/s which is unusable. Last month alone I spend nearly R400 on telephone calls to Telkom's technical support department and have logged numerous fault tickets only to have them either immediately closed or now ignored. The currently open fault ticket for this issue is [protected] which was logged on the 23rd of April and has been ignored. A technician assigned to this issue is [protected]@telkom.co.za however he has not returned any of my emails and I haven't heard from him for over a week. I have also visited the local Telkom store for help with this issue and they are unable to assist, so I indicated that I would like to exit the deal and purchase a service from another supplier, however I was reminded that if I did that I would be liable for the full cost of the fibre installation the fibre CPE and the router equipment totalling several thousand rands, for equipment that I would no longer need if I went with a different ISP, so they've got me over a barrel. The fibre infrastructure is supplied by a company called Vumatel, so I contacted them by phone, and they insisted that the issue is with Telkom, they did however offer to discuss the matter internally and promised me a call-back the same day, but the call-back never happened. Telkom blame Vumatel and Vumatel blame Telkom, so nothing happens. Since 14th of March we have had 9 days of properly functioning internet before they throttle it right down to usable only for email, yet the package we signed up for is supposed to be unlimited. Just so that we've got something to use I have bought pre-paid LTE sims which is of course adding to the cost and at the end of the day it is still limited, when that data is consumed I have to buy another one. The main problem I have is there's nobody in my corner, I've asked to speak to somebody in management on the phone to explain my plight but have always been denied.

On 3 May 2023 I requested that my line be upgraded from ADDL to fibr. The customer care representative stated that once the Fibre is complete and active, the ADSL would be canceled. They proceeded with immediately canceling my ADSL. This is a breech of contract and was not agreed upon. They state that must wait for the 10 to 14 business days to pads for Fibre to be installed before my internet can be activated and that up until then they can do nothing about my lack of internet as if the activate my service again, they cannot charge me for it.

The billing department states that my account has a credit and they owe me money
The technical department says I must wait for Fibre.
No one can provide me with the communication where I requested the cancellation. And they refuse to help me further. Telkom have breached their contact and are not being held accountable! If I didn't pay my bill then they would send an army of lawyers after me. When they breach a contract then no one is liable

Good morning

I would like to log a complaint against Telkom .

I tried to get a refund of R500 that was paid to a Telkom account in error and I request for a refund .

I have tried to make a follow up however I don’t receive any update or response from Telkom .

I would also like to complaint about a Telkom account that was open under my name without my consent .

The account has a negative impact on my credit score hence I would like to know who opened the account .

Regards

Good day,

I'm highly upset and dissatisfied with telkom poor service. In August 2022 I applied for the fibre package. I waited and waited. I kept calling and calling, and no one every called me back. After 8 months of waiting, I went to telkom just to find out that my order was never placed. They replaced my order and yet again it's been a month now and still waiting with no feedback.
I feel like canceling, because it's utter poor service.
Please contact me with a solution, or else I'm definitely going to cancel and give you a very bad rating.
[protected]
Kind regards,
Larochelle

I got this contract in Mossel Bay in 2021. The screen in the center started to crack and now it seems the gel is leaking into the screen. The phone is damaged and cannot be used now. I have a 3yr contract with Telkom meaning i'm now paying for a phone that is damaged and cant be used. This is clearly due to normal usage of the phone and not negligent usage

Good day

My cell phone contact came to an end on the 15th of February.

A debit order for both the 25th of January 2023 as well as February was paid (i made a manual payment for February, i was also advised by an agent that February was my last payment that i would need to settle.

When I went into Telkom I was advised differently, that I still owed money for March, how is this possible if my cellphone contract ended on the 15th of February?

Telkom is still deducting debit orders from my account and now I am being sent final invoices for late payments and being billed for late fees.

Bear in mind on 1 March 2023 they also took another Debit order of R298.01, could you advise what this was for? as i have now paid a total of R896.01.

I was not supposed to be billed the R298.01, I have had numerous issues with telkom, with them always over-debiting my account.

Another debit order of R409.37 was taken on the 25th of March this month which I had to reverse.

I do not want my credit score to be reflected negatively because of this and would like my contract to be cancelled with a paid up letter.

Please urgently assist me as I have settled all payments and I am not in arrears. In fact I have overpaid and Telkom has no right to debit my account and then charge penalties.

The debit order amount that I (Leandri Labuschagne [protected]) agreed to was R99.00 per month for 20GB day and 20GB night. You took R189.00 28 February 2023 and I did try calling and no one answered. I did wait over a week before reversing the incorrect debit order because I was waiting for a e-mail reply which I did not receive.

On 13 March 2023 @09:45 am I called your call center and spoke to a lady (don't have her name) and explained what happened. She said that the amount that went off was due to subscriptions (R9.00 per day) that add up to R189.00 and has nothing to do with Telkom, if it has nothing to do with you how is it included with the debit order that goes off on your side. That does not make sense at all, I worked with banks and I know how you load the debit orders on the accounts. In order for my debit order to change my account number needs to be entered and the amount must be changed. The lady said she cancelled the subscriptions and that from now on I will pay R99.00 again. She then said I will be liable for R200.00 penalty because I reversed my debit order, I then said there is no way I will pay that because the fault is on your side, not mine. I paid my R99.00 via EFT that same day that I called.

On 25 March 2023 you again deducted R270.00, ANOTHER amount I DID NOT AGREE TO. I reversed that as well. I will pay my R99.00 as per my agreement and signed contract with you, nothing more, nothing less. If you keep deducting more than what I agreed to, I will go to the Ombudsman and lay an official complaint. It is NOT my fault that you added more to my debit order than what I agreed to, you may take R99.00 per month, that is it.

My debit order for 1 April was never taken, I do not understnd why.

I already contacted the Ombudsman and want this matter resolved as soon as possible. I will not be seen as someone that is in debt when it was accually your mistake.

Good afternoon

I attended one of your Vanderbijlpark branches and received great service my complaint though is:

I am upgrading to a Samsung A54 5g,there is none in stock.

Also, there is a promotion running as from 1 April that the Samsung watches are available for this device for an extra R29 per month, only to be told there are absolutely no watches in stock.

This is then false advertising.

Kindly see to both queries as soon as possible.

I have always been a happy telkom customer.

Hi, there. On the 15th March my first debit order was supposed to go off but, I had insufficient funds in my account, so I tried to call to make a payment arrangement. Telkom told me that they could not change the debit date to 2 days later and tried to debit 599.88 on the 15th, naturally it declined due to insufficient funds. On the 16th Telkom took 452.00 rand and, on the 16th, I pay 'ed another 600 via the Telkom portal. When I LOOK at my account it shows I have a credit of 12 cents. The 452 was successfully taken off my account but, is not reflecting as having been taken.

Please could someone contact me on [protected] ASAP to resolve this issue.

Regards customer

I purchased the portable wifi package from a Telkom agent in February. I really didnt want the product but the agent was persistent and I eventually gave in...I even tried the I have to discuss this with my husband excuse (although I am single) but he persisted and gave in against my better judgement. Since, I have been trying to connect to the wifi but it either tells us that the password is incorrect or that it is connected without internet.

I have been trying to sort this out since I received the product. I have spoken to Telkom agents who are not willing to help, Sifiso, Jadene(the worst of the lot) she even dropped my call...and then Nosando who did the same.

Nosando advised that they will cancel the contract but I must pay for the router...when I asked to speak to a manager she dropped the call. Why should I pay for a router I will never use? Telkom did not keep up to their end of the bargain.

I purchased a product from Telkom hoping that it would work, however, it never worked. I am a single person caring for a mom who has had a stroke and had hoped that this product would give us a hassle free connection to communicate. I dont have hours to spend on the phone to fight with a company who by the reviews on Hello Peter etc shows that they do not care about their clients.

I asked for a new phone (new contract) on the 27th of February 2023 I was approved and at first there was no stock. I phoned every after a week and then there was stock. Telkom however did not know the color I wanted after telling them I wanted black. Telkom then told me they are escalating my order and I would have it in 3 working days. After 3 working days I phoned again and then they stated that they will escalate again, and I phoned again every 3 working days the same answer. Then today the 22 of March 2023 when I followed up again, I was told that there is again no stock and Telkom cannot tell me when they will get stock, but I can follow up daily. This is ridiculous as it has almost been a month and still, I have no phone.

I am waiting for more than a month for my new phone and every consultant that I speak to has a different story. First it was a issue because I placed the first order online then they were waiting for stock. After a while I phoned again and spoke to a lady and she said the delivery company "courier it" has the phone and they need to deliver. After a week the other consultant said they are still awaiting stock. So I don't know where I stand now

Hi please note I have 2 contracts with telkom I have requested to cancel 1 contract but telkom has cancelled the incorrect number instead, I advised them to reinstate the contract but no joy, customer service says they cannot helm me although its their fault and bot mine I have email and sms notification stating the number that was requested to be cancelled aswell, I need urgent assistance as I use my number for my buisness

I really did not want to contact you but I have reached a dead end in my interactions with the Pinnacle support services to whom Telkom have supposedly outsourced all of their customer interactions.

My story begins in December last year. Telkom does not have fibre to my area and I have had a pretty good copper landline and a slow but functional ADSL line for years. Telkom had a deal that advertised unlimited internet on my copper line with double the speed (5megs/second) slow but ok for R10 more than I was paying at that time. So my story with Pinnacle Support Services begins. I called on 2/12/2022 to do this simple upgrade but the consultant Milonzi convinces me that a fibre line with migration of my copper telephone line to VOIP would be a really good deal. She said that Telkom would use Metrofibre to do the installation and Telkom would do the activation of both order no: 1466905761A. I recently migrated my business copper line to VOIP with little difficulty so I was confident this home migration would be painless as well. Anyway The fibre installation was mysteriously canceled 4 times before it was eventually done on th 23rd December, the actual activation was done before the new year, but the phone line was not migrated. When I enquired, I was told the first consultant should have done 2 separate orders for internet and voice. Which is what the subsequent consultants have done. My line has still not been migrated. I have been calling 10213 almost 3 times a week since January and have order numbers and reference numbers across multiple platforms. Every single time a new order is placed, every consultant asks for my very personal information even though it is on their records ( I did submit original documents of my residence, bank, ID etc personally at the Telkom office when I transferred the account to my name ).

The agent then precesses the request, promises it will be done and nothing happens. The latest was on 1st March 2023 spoke to Hamoko who also said the request for migration was canceled by me! At my office i am using my regular phone connected to the modem and it works well and I told them ( one consultant said that my order was canceled because they did not have stock of IP phones ) I don't need an IP phone and that my regular phone will suffice. Anyway Hamoko did ANOTHER application for migration order no CSN 28190. The migration was not done and when I called sales, they said the order was canceled. no explanation and after a while the consultant dropped the line. I have no recourse to any escalation mechanism at all. The worst part is that the first consultant neglected to tell me that on application for the new fibre service I would lose my telkom.co.za e mail address which is frightening because all my official documents and correspondence is done through this e mail including SARS, medical, accounting, professional bodies communication. There is just no accountability. I am at my wits end and will terminate my copper voice line at home because it is unaffordable. Am I the only customer experiencing deplorable service? In the past few decades Telkom home was really really great and to feel this helpless from a supposedly world class communications company is disheartening.

I upgraded my Telkom Account October 2022, they delivered a Fiber Router. Open Serve Technician was onsite and could not install the Router and told me to exchange it at Telkom Vaal Mall Vanderbijlpark. Telkom Vaal Mall Vanderbijlpark refuses to exchange the Router and is currently still billing me on the account that has no usage / could not be installed and has not worked in 1 day. i have 51 Call References logged and none resolved. This is F****** up my Credit score due to incompetent Telkom Staff!