Telkom SA SOC

Riaan Volschenk

Hi. I have a complaint about Telkom's bad service, and don't know what to do anymore... hope you can help. At the 5th of March me and my father in law went to Telkom branch at Cape Gate to sighn a contract for fibre internet after receiving a pamflet for telkom internet. My father in law wanted the pakage they offered. The pakage was for R799 for uncapped fibre internet as well as free landline and calls. As he is 84 years of age and have no idea how internet works, he asked me (his son in law) to come with him to sighn the contract. Then the two of us went to telkom at cape Gate on the 5th of March. When we got there, one of the agents helped us, and said that my father in law need to bring his ID as well as a 3 months bank statement and proof of address. (My father in law have a landline and are a telkom customer for most of his life) We went back home and got all he needed and went back to sighn the contract. (all in the same day) We went in and sighned the contract and gave them all they needed. They said to us that within 2-3 weeks a telkom person will come and install the fibre internet. We waited for 2 and a half weeks, and after still not hearing anything from telkom I phoned them to ask when they are comming out to install the internet, as it is already 2 and a half weeks and we have'nt heard from them at all. The telkom reprsentitive on the phone told me that the contract was cancelled on the 5th of March. (the same day that we sighned the contract) I told them that we did not cancelled anything. I asked why telkom did not let us know about the cancelation and let us wait for 2 and a half weeks, and I had to phone them to find this out. The telkom person at the other end of the line told me that she will look into it and someone will phone me back. After 2 days that no one phoned back, I asked my father in law to phone them and find out what the problem is. That afternoon he told me that they said that the contract was cancelled because telkom don't have fibre in our area in Bellville. They told him that we need to work through Vumatel that had recently installed fibre to our area. (just to add something. After we sighned the contract, there was a telkom guy at our house to sell us fibre internet, and we told him that we already signed.) I went to telkom at Tyger Valley centre to find out what is going on. They told me that we need to phone Vumatel so they can install the fibre. Then when they installed the fibre line to our house, I need to take the VT number Vumatel gave us as well as the sighned contract to telkom. A week later the line was installed, and I took all telkom needed to them. They told me that in 1 - 2 weeks telkom will come and intall the modum. After 2 weeks had past they delivered the modum and left. (Without doing anything). I went back to telkom at Tygervalley. There they told me that it is a self install unit. There was a pamflet in the modum box how to install it, but nothing at how to install it to a Vumatel box. I told them that I have already connected the modem, but wa not sure if it was correctly done. I needed a telkom tecnition to come out and install it. They told me that one of their tech guys will phone me to help me. He then phoned me and told me that Vumatel must come and do it. I told them that Vumatel did what they need to and that it is telkom that need to connect their modem so I can have internet. He kept on putting me on hold fir more than 30min on and off.in 3 min he told me that he is looking in to it and putt me on hold again. After 30min he still didn't help me I put the phone down and went back to the telkom's office. There and then I wanted to cancil all we had at telkom, because I was tired if their bad service. A young guy at telkom told me that he will help me. He told me that when I took the VT number in, that that person that helped me didn't logg anything, wow bad service! He helped me and did something on his computer. He went back and forth from his superiors to me. He told me that he will phone me when the internet is activated and come after hours to help me to intall the modum. Wow awesome service. I was so glad that someone from telkom was willing to go the extra mile and help. Me. I waited for his phone call, but till today I havn't heard from him. Then I phoned telkom again. Again they told me that nothing has being done! Wow bad bad service, well actually... no service what so ever! Then the telkom person on the line told me that he logged it and send a request to Vumatel to activate my line. I heard nothing and then decide to phone Vumatel myself. I phoned them and they told me that it is telkom that activate my data, because they are my isp. The guy from Vumatel arranged a time to come to me and log it from my house. He told me that if they do it, it goes a bit faster, and telkom react faster. Before he came out to me, I phoned telkom to get the username and password. I again were on the phone for an hour and a half. Then this person tell me to phone telkoms tecnical dep. Then the tech dep told me I need to phone back to the dep that referred me to them to get a other number that he need to have to be able to give me the passw and username. Then I phoned back to the tech dep, that this time told me I don't need a username and password. He told me that I need to phone back (because they cannot put me through) to the first dep I got the number from and make sure that all orders is closed and that there is no open orders. I did so. There the guy told me that there was a order open and asked me if I got the modem. I told him that I have the modem for 3 weeks now already. He said that he will logg that, because it havn't being dine yet after 3 weeks. He told me to wait 3 days. Ater that the Vumatel guy were here and sended a request. Vumatel guy told me that within 48 hours a telkom guy will phone me to activate my pakage. That was last week and Thursday... I still do not have internet! What should I do? I am so frustrated atm and gave up on telkom at all.
Riaan Volschenk
[protected]

Over a month now that we have received nothing but terrible and disgraceful service from Telkom. We placed an order online for the uncapped ADSL WiFi contract on the 10th of April 2018, after the application was approves we were then advised to make a payment for the deposit which was done at the Centurion Mall branch on the 26th of April 2018. When we enquired the way forward we were advised to wait for a call for installation to be received within 7 to 14 days. The period passed without any communication received from Telkom. I then visited the branch again to enquire, that is when I was advised that the order got lost and they have to create a new order which is not what we had signed up for because your online packages are "different" from the packages at the walk-in-centres, meaning now have to pay more that what we had intially signed up for. Ok, that's not the issue, the issue is that till today the installation is not done over a month already, everytime we call or go to the branch there are always problems, either they have to create a new order again or there are issues with the address, or payments not reflecting.

Due to the frustrations I could no longer deal with the customer service reps and requested to deal with the manager Gladys Gumede, whom has tried to help tirelessly to get this done communicating with the "back office", she has exhausted all her powers as the order is now stuck somewhere with "IT" on the system and she cannot do anything further to assist. We don't even know now how long we have to wait for this to get done. This is urgently needed and we are not willing to settle for any other package than the one we applied for.

It is so frustrating, infuriating and disgusting to be receiving such a terrible service from such a reputable company that has been providing services nationally for years! Can someone urgently get back to us within the next 24 hours otherwise, tell us if you do not need our business so we may cancel and search for other service providers interested in doing business with us. We cannot help but worry about the service we will receive from you within the next 24 months of the signed contract if you are failing dismally to service us now in the beginning.

Looking forward to your prompt positive response😠

Customer ID [protected]

Good day, I am fed up with telkoms delayed service and refusal to cancel my landline. I sent in my cancellation form in february, spoke to various consultants regarding an escalations process and nothing has been done. I recently received another bill which I refuse to pay seeing that I have not once used this service. I suggest telkom and whoever else is in charge, get it together. I refuse to be undermined as a customer and I refuse to pay a cent towards this account. Please kindly consult with your staff regarding my account and see correspondence. I trust this issue will be resolved very soon. Thank you!

I have been trying to cancel my telkom line since the 27th march 2018 due to me moving to a farm where there is no coverage. I cancelled online via the telkom website as was advised and uploaded my supporting documents. 1 month later I called to follow up and nothing had been done. Once again I emailed through my form, id and screenshots of the reference numbers I received from telkom on the 27th march. Another month later and still nothing has been done. Being told by the accounts supervisor that her hands are tied and it will be escalated to the cancellation department but I am not allowed to speak to them as there is no number! I have now received a bill to pay for internet usage in may after trying to cancel since march! Absolutely disgusted by this!

Good day, I sent a form to ([protected]@telkom.co.za) to cancel the adsl on the 15 november 2017 of which I received confirmation at the end of november that it had been cancelled, but it still being billed on the statement. I queried again on the 29 jan 2018 and I was advised to send the cancellation form to [protected]@telkom.co.za which I did. Still I got no joy and on the 16 feb I had to resend the cancellation form again and a lady by the name of lebo on your facebook page confirmed that the form was received and the cancellation was processed. A dispute was also logged the 16/02/2016 ref [protected]. I have since received no feed about my dispute and when I spoke to an agent this morning they say that the adsl line has not been cancelled. At the moment my landline has been cut and im highly frustrated because no one can help me.

Good day since 17th may 2018 my line has been now
The fault was reported and I received a reference number 12cpk170518
The technicians came to site to inspect the equipment and found no fault on the complex but the lines outside in the box are faulty

I have called in 5 times with an escalation number 1111479 and still nothing only the pathetic generic sms stating it is being looked at

So telkom how do I go about receiving credit on my account for not using my allocated data?
Your service centre / call line 10210 tell me a different story and excuse every time I call in

Your service levels are pathetic for a new customer who is not even in month two on my account

Very disappointing telkom

I am most irate as I have spoken to Telkom Customer Service Department and explained the following on a number of occasions.

I applied for a telephone service on the 3.5.2018. The telephone has never been installed... I have just received the third account for a telephone I do not have!

I have therefore cancelled my application and definitely do not want any
further dealings with this hopelessly inefficient entity.

The reference number I was given is 22855626K I have advised a member of staff at Telkom named Faith that I do not intend to pay this account and demand immediate cancellation.

Good day

Kindly note that I purchased my Samsung Galaxy S9 Plus on the 15 April 2018. As per Web site, Advertising catalog and even on TV, it was stated that when you buy a Samsung S9 plus that you qualify for R500 worth of free samsung original accessories until the 31 May 2018.

The Telkom store at the Midlands Mall had very limited samsung accessories and the consultant told me that I can come back when they have more accessories because I have until the 31 May to get the accessories.

When I went to the store today, I was informed by the Manager, Sne, that I cannot get any samsung accessory. They now informed me that the only item I can get is a samsung cover ONLY which is R1150, which means I need to add R650.

My complaint is that this is not what is stated on the website, nor the catalogue when I purchased it nor on the samsung voucher on the box.

My questions is that do you falsely advertise to customers to get the contract and then change your minds later.

This is sooooo unethical.

The Promotional was for ANY ORIGINAL SAMSUNG ACCESSORY NOT SAMSUNG ORIGINAL COVER.

Thank you.

Regards

Chamela Naicker

I am a very irate customer at this moment having experienced exceptionally poor service from Telkom.

I currently have a data contract with Telkom which I pay R99 for. This contract will come to an end in July 2018 therefore I probably have this contract for about 22 months now. Never have I exceeded my usage or had to pay in any extra.in March I was billed R560. I called in and queried this and was told it was due to me exceeding my usage. Prior to this if I ever reached my limit, the device would not allow any usage and would cut off automatically. I have not changed anything with regards to this account since taking up this service with Telkom.

On the 13th of April, I was assisted by Thabang Matap. She did not log a call for me and did not give me a reference number but promised me a call back from her team leader Granny Malinga. I did not receive any call. I called in on the 23rd of April and was assisted by Rizwaan who logged a dispute for me. - Case No : [protected]. I was told that this would take 72 working hours to resolve. I should have then had feedback by the 08th of May. On the 10th of May, I called through again and spoke to Nombuhle and was told I will get feedback by COB on Friday, the 11th of May but no one called me. I then called back on the 15th of May and spoke to Sihle Masuba and he promised his team leader, Sibusiso Mapululo will get back to me and they never did. I then called through on the 21st of May and spoke to Vuyiswa and her name leader Lungelo Zikali was supposed to return my call by COB on the 21st of May but in true Telkom style - NO ONE has called me! I then sent an email to Thembilihle Phungo, a supposed team leader on the 22nd of May and to date I am still awaiting feedback. I called through today (28th of May at 14.35) and spoke to Mbali Kabinde who told me ALL management is in meetings including Thembilihle Phungo.

I would urgently like feedback on this query and I would like to cancel this contract which is now up for renewal. I am disgusted by the lack of professionalism and customer service from Telkom and its staff!

I made a mistake of porting my number that I have been using since 1999 from mtn to telkom mobile. At the end of the contract I requested to be moved from contract to prepaid and an [censored] by the name of simphiwe nkithe from retensions decided to cancell my number. I have requesting telkom to recycle my number and its been 2 weeks it has not been done. I need my number back my life depends on it. I have raised numerous complaints not body has actioned this.

I requested my service for [protected] to be cancelled on 15th Feb 2018. This has still not been actioned by Telkom, despite numerous calls, mails and follow up requests. Telkom Customer Service has repeatedly advised me that the issue has been escalated and will be addressed but the service is still active and incuring costs. My credit rating is now being adversely effected.

Good Morning, On the 3rd of April I requested for my account to be cancelled as I have moved. After several calls my account has still not been cancelled. I have left feedback, sent emails, called and no one is assisting me. Now the account is up for payment but I have requested cancellation. I cannot keep paying for a service that I am no longer using.

To whom it may concern,

2 months ago my adsl line was suspended due to me not paying the account as I was away on business and completely forgot about it. I paid it as soon as I got back and my line was reconnected.

I then paid my account last month without knowing of any reconnection fees that were added to my bill, I don't normally read my statements so I take responsibility for that.

On Wednesday 23/05/2018 I received an sms from you saying my account balance is R1578.88 and is due on 04/06/2018. I went back to check my statements and only then did I realise that a reconnection fee was attached to my bill and I effectively paid less than what was due.

I went into Checkers and paid the full amount due the next day, 24th May 2018, which I assumed was fine as the due date for the payment was the 4th of June 2018. Got home with everything still connected however my line was suspended again late yesterday evening.

My gripe is that I now need to pay a reconnection fee again. I paid the account due in full yesterday, long before the due date you gave me (04/06/2018) and I paid the account last month. Albeit I didn't pay the full amount due last month, I still paid. Suspending the line on the 24th of this month, a day after you sent me an sms and long before the due date you gave me in the sms and in my May statement (below) is exploitive as I now need to pay a reconnection fee again.

I'm fine with waiting a few days for the payment to reflect before my line is reconnected but I'm requesting that the reconnection fee be waved as the amount was paid in full before the due date.

I look forward to hearing from you.

Regards,
Damian

To whom it may concern,

My account number with Telkom is [protected]

I upgraded my Telkom LTE account from a 200GB plan to a 400GB plan on on January 15 2018 and I was assisted by a sales agent by the name of Kabelo. Kabelo told me that my account would be cancelled and he gave me a new sim and router for the new account and told me that I would pay an extra R50 on the new account as I am terminating my account early as the existing account was taken out in Jan 2017. However Kabelo did not send in the cancellation for the account as he forgot to do this and I had to go back to the Rosebank store for the cancellation to be submitted which was done on 01/02/2018. Reference number [protected].

The account however was only cancelled in May Reference number [protected] and normally a cancellation takes 15 to 20 days.

I had to make numerous trips to the Rosebank store and make numerous phone calls to the Telkom call centre to find out what was happening with my cancellation.

Since March I was double billed:-

The months where I have been double billed are as follows:-

05/03/2018 R2, 725.84
05/04/2018 R2, 088.00
05/05/2018 R2, 088.00

In February Last year I was not debited last year so I know I owed R999

The March amount should have been R1, 145.79 plus R999 for the amount that was due in Feb 2017 which comes to R2, 144.79 so there is a credit outstanding of R581.05
For April I should have been debited R1, 145.79 so I should be credited for an amount of R942.21
For May I should have been debited R1, 145.79 so I should be credited for an amount of R942.21

My Total Credit with Telkom should be R2465.47

I can not see how I owe Telkom R 3, 395.96 when I have a credit of R2465.47 and that there can be a balance brought forward of R4, 176.00

I then spoke to Miralda on 24/05/2018 ref [protected] who told me that I would not be credited as I cancelled my contract early and that I need to go back to the Rosebank Store. This was not mentioned to me when I took out / upgraded my contract.

Because of this experience with Telkom it is very unlikely that I will take out another contract with Telkom or recommend any one to use Telkom's products as their after service is shocking to say least where they do not care about their customers.

I would appreciate it if Telkom could get back to me as soon as possible and credit what is due to me.

Regards,
Lee Isaacson

I Hlamalane Violet Mhlanga.ID number [protected].Opened a telkom mobile contract with Telkom a few years ago i think it was in 2014 and I didn't finish paying it off.My outstanding balance was R2500 and it still shows that amount on my credit report.However I just requested a paid up letter from Telkom and it says my outstanding balance is now R5200, I don't understand how because on my credit report it shows that the balance is R2500

Good Day

A voice line was installed at home on 10 May 2018. Since then the line cannot be activate because the technician have not complete his paper work. The number we received from customer care is 013 245 1001. I call customer care every day and then it is the same, I have to wait 24 hours for activation. I also got hold of the supervisor's number in Middelburg (013 249 6514/5) but the do not answer their phone.

Innes van der Berg
[protected]

I bought a telkom world call voucher (pin: [protected]) on the 22 may 2018, 13:04:22 at prinshof motors tel:[protected] in pretoria and tried to use it but I could not I called your service client on the 23 may 2018 around 11 am after a long conversation with the lady I find out that the service does not work anymore if so why you guys still allow the product to be sell to customers?
Please guys money does not grow on trees and be professional as you claim to be on your ads and stop supplying cancel services to shops and garages and take poor customers money for free. And put competent agent on line to help your clients correctly. Not only the online lady customer care could not explain to me correctly why the world call service was cancel. She told me for refund I should go to the garage and ask for my money and explain to them that your world call voucher service was no more operative as if I was one of your employee to do so!

Hi,

(Attachments not included in this thread due to personal information shown)

I have been fighting for few weeks now about charges that have been placed on my bill that are incorrect. When I deal with Telkom (with the exception of one lady, Rasegons at escalations) have been rude, implied I am lying or do not understand their own billing system.

I have probably had over 5 disputes regarding the same issue.

Time Line of events

1. Thursday, 19 April 2018 at 11:18 am I took the 10mb ADSL line via call centre. We do not have access to Fibre hence ADSL. Please see screen shot attached.

2. Saturday, 21 April 2018 at around lunch time, the technician came and installed the ADSL line. We began using the internet that evening.

3. Friday, 4 May 2018 at around 15:00 pm the internet was cut off.

4. Friday, 4 May I called escalations and was advised that I had not paid my bill since March. The lady was adamant that she could see usage and eventually she put the phone down on me.

*I would also like to note that I had not received a bill yet. Common knowledge will tell you that, according to your systems the billing is done every 12th or 14th day hence no bill. F G said she can see the invoices have been sent and then sent me the attached invoices which were wrong.

5. Dispute after dispute. I was then contacted by Rasegons at escalations who then said that I had a 24 month contract that I needed to cancel for my old address 347 Vista.
* I never had a contract with Telkom as they could not install due to no slim box.
* Telkom then installed a slimbox and my partner took out a contract with Axxess. See bills attached. I NEVER took out a contract with Telkom.
* We cancelled with Axxess via their website as advised and that was that. We paid our one month notice with them as we had moved.

Update as of 23 May 2018, I have been advised that this query of the 24 month contract has been sorted and credited.

6. I receive my invoice on 14 May 2018 for an amount of R3916.05. My bill should be R818.00 inclusive.

* There are 9 reconnection fees and 3 restore from suspension fees. I HAVE ONLY HAD IT SINCE THE 21 APRIL 2018 so how can I have these charges!
* There is also a fibre line fee. We do not run through Fibre, just ADSL.

7. 23 May 2018 I receive an sms stating that I owe R3 916.05. I called in and spoke to Faith and she just could not help me except give me the number of a gentleman (will not name) on [protected]. He does not answer his phone.

I have NO IDEA where to go from here except the Ombudsman because you are charging me fraudulent fees based on inaccuracies at the highest level.

I just want to pay for the service that was sold to me on the 19th of April which should be R818.00 inc. That is the service I am using. ADSL 10mg Line uncapped

I don't understand why you constantly want to try and prove me wrong, if I say its incorrect, then its incorrect. I cannot hide what I am using so why fight with me and cause me so much stress and anxiety.

It's a week later and no one can tell me when or exactly why my internet is down. I have a 4gig line in its second month and it's been down a week. My modem and equipment was checked. No fault. The technicians keep telling me it's the Telkom lines outside but it's not getting fixed? Telkom SA: Dear Customer, Fault 12CRK170518 has been created. Telkom will endeavor to resolve the problem ASAP. Please refer to the Telkom app for further information regarding your fault. I keep getting sms but no resolution?

Hi I purchased thru ny bank R140.00 / 2gig data on the 25 April and Received a case number and after many 72 hour waiting times and almost a month I have still not received ny data that I have purchased last month... I emailed my bank statement prooving that the fees went off via my bank... I am fed up and getting nowhere and the call center has forwarded my case to their managers and technical people... yet no feed back... I am disapointed as I have never expierienced this before and a month and still not comming right to receive what I paid for is poor customer surface and I hope some one who is caring enough will send my plea on to the correct people so that my case can be solved please...

My contact number for more info and case number will be given once you contact me...[protected]
Kind Regards
Theresa