Telkom SA SOC

Attention : Sipho,
It is with regret that I have had to raise this issue with you. But it seems the customer is not No1 priority for Telkom:

https://businesstech.co.za/news/telecommunications/74830/customer-is-priority-number-one-two-and-three-telkom-ceo/
https://www.iol.co.za/dailynews/why-telkom-customers-are-fed-up-14968858
https://www.hellopeter.com/telkom/reviews/worst-service-in-the-history-of-customer-service-1-2302927

Please see history of my issue attached and the current mail trail that I have been dealing with Msidisi on.

Msidisi,

Can I please have your manager's name and contact number? I am sorry but you are wasting my time. You told me your manager asked you to be in charge and be on top of these disputes, and all I have from you is 1 sms, sent on 2/5 and 1 email on the 16th, With no feedback! I can't even call you to follow up (Not that I should) because I don't have your telephone number, How ironic.

This is unacceptable, and an absolute disgrace.

I received an sms yesterday

: Your case no [protected] is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries.

1. How is this resolved? Nobody called me, you didn't call me? Please explain what is the outcome of this resolution? Was my account credited? And for what period was my account credited and what was the amount?
I have just called the Technical Support centre and they have told me the line is fine. Call reference:[protected]
I spoke with someone called Sipele, who told me her manager Thinasonke Maphalala will phone me back as soon as she is off her call, that was at 8:30pm, it is now 10 :24 pm
This is the problem : It will be fine yesterday and today it will be slow again, then tomorrow it will be fine and next day down to 1mbps download again, the situation is untenable. What is done about my line utilization graphs I requested over a month ago? (See attached)
I requested line utilization graphs from when the line was installed, around December 16th to now, to see what the line utilization was like, not internet usage graphs (I have access to that), line utilization graphs. so I can apply for a credit on my account. But do you think anyone in Telkom has sent that to me as yet?
More importantly aside from the credit, what is being done about the issue? Is it being fixed,? Can someone tell me what the problem is? Are there alternatives? Do I need to keep having this fight every time I run into this problem, do I need to apply for a credit?

I received another sms yesterday ;

Your case no [protected] is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries
2. How is this resolved? Nobody called me, you didn't call me? Please explain what is the outcome of this resolution? Was my account credited? And for what period was my account credited and what was the amount?

I received another sms yesterday:
Your case no [protected] is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries

3. How is this resolved? Nobody called me, you didn't call me? Please explain what is the outcome of this resolution? Was my account credited? And for what period was my account credited and what was the amount?

Regards,
Tim Lukin

From: Lukin, Tim
Sent: Wednesday, May 16, 2018 3:25 PM
To: Msindisi Krawe (A)
Cc: [protected]@telkom.co.za; Renee Lukin ; [protected]@telkomsa.net; Lukin, Tim
Subject: RE: Telkom Disputes

Msidisi,

If I don't have a response by you by the end of business tomorrow, I will escalate this.

Regards,
Tim Lukin

From: Msindisi Krawe (A) [mailto:[protected]@telkom.co.za]
Sent: Wednesday, May 16, 2018 2:01 PM
To: Lukin, Tim
Subject: RE: Telkom Disputes

Good Day Mr TIM,

Apologies for the late response, I will follow up with dispute section and provide you with feedback.

Kind regards
Msindisi

From: Lukin, Tim [mailto:Tim. [protected]@aciworldwide.com]
Sent: 16 May 2018 09:53 AM
To: Msindisi Krawe (A)
Cc: [protected]@gmail.com; ISP Support - TelkomSA.net; Renee Lukin; 10210
Subject: RE: Telkom Disputes

Just confirming still no call from you or anyone else at Telkom.

https://www.iol.co.za/dailynews/why-telkom-customers-are-fed-up-14968858

Regards,
Tim Lukin

From: Lukin, Tim
Sent: Monday, May 14, 2018 11:47 AM
To: 'Msindisi Krawe (A)'
Cc: '[protected]@gmail.com' ; '[protected]@telkomsa.net' ; 'Renee Lukin' ; '[protected]@telkom.co.za' ; Lukin, Tim
Subject: RE: Telkom Disputes

Hi Msindisi,

It has been almost a week, and you have not bothered to call me or respond to my emails. This is not acceptable. I'd like your supervisor's contact name, number and email address.
Failing which I will be taking this to the media and the Ombudsman for telecommunications Service Providers.

Regards,
Tim Lukin

From: Lukin, Tim
Sent: Tuesday, May 08, 2018 8:36 AM
To: 'Msindisi Krawe (A)'
Cc: '[protected]@gmail.com' ; '[protected]@telkomsa.net' ; 'Renee Lukin' ; '[protected]@telkom.co.za'
Subject: RE: Telkom Disputes

Hi Misindisi,

Please call me on [protected], my service is back down again what is going on? Please see my download speed today, I need to work from home, This is a 4mbps line and I am getting this kind of download?

Regards,
Tim Lukin

From: Lukin, Tim
Sent: Saturday, May 05, 2018 6:18 AM
To: 'Msindisi Krawe (A)'
Cc: '[protected]@gmail.com' ; '[protected]@telkomsa.net' ; 'Renee Lukin' ; '[protected]@telkom.co.za' ; Lukin, Tim
Subject: RE: Telkom Disputes

Thank you.

What is being done about the ADSL Line/Internet, we cant be having this problem now for over a year, I want Telkom to provide an alternative solution at no additional cost to us. We can't be having to call in to the office every 3-4 weeks asking for you to check our speed, then you check our ports and re synch the ports, then you tell us there is a problem at the exchange. This has been going on for far too long. From what I understand the exchange is over subscribed and there is no solution?

What about putting in Fibre as an alternative?

Regards,
Tim Lukin

From: Msindisi Krawe (A) [mailto:[protected]@telkom.co.za]
Sent: Friday, May 04, 2018 4:21 PM
To: Lukin, Tim
Subject: RE: Telkom Disputes

Good day Mr Tim,

Im still wating for disputes to be resloved, see below

[protected] - Dispute Installation Charges
[protected] - Dispute for Internet
[protected] - Dispute for Adsl line.

Kind regards
Msindisi

LTE service was cancelled and upgraded to ADSL in November 2017. Since then the LTe service debit order has been going off mothly. Various enquiries and complaints without resolution. We want our money refunded and debit order cancelled!
Further to this, due to vat increase the ADSL installment has increased. Telkom was given permission to increase the debit order April 2018 already. They failed to action on their side several times now and as a result our internet has been swithed off twice now due to their negligence.

I did a change of ownership for my adsl line, I also have another domestic line, telkom joined the 2 lines without my consent, my line is now suspended and I was charged again for adsl, I want my line to be activated right away, telkom contact centre advised that I was charged for a 2mg line which I didnt even ask for, I wanted a 8mg line upgrade which was free last year. The service is horrible

Kindly note that my Wifi router and landline has not been working for 3 months or more now however I have been debited for no service provided.

Incidents logged as per below with no resolution
Ref: 1002CRK170118 on 17/01/2018
Ref: [protected] on 11/03/2018
Ref: [protected] on 11/03/2018
Ref: [protected] on 21/04/2018

Complaints logged;
Ref: [protected] on 21/04/2018 and was advised that the matter will be resolved within 2 weeks and I will get automated credits for service rendered not received once the issue has been fixed. no feedback received to date

Another complaint logged with ref: [protected] on 19/05/2018 and no response received to date.

Telkom consultants are incompetent, they unable to assist and keep sending my calls from one post to another.

I request that the contract be cancelled and be refunded for all the months I have paid with no service provided, for I cannot continue paying for the service I'm not seeing or benefiting from.

Name: Ronald Nare
Telkom number: [protected]
Contact number: [protected]
Email: [protected]@jnrnare.co.za

How is it possible that no one can assist with either of these cancellations, I have been to the telkom store, they told me to come back later and they will assist with the cancellation of my mobile contract, I went back - but now I am told to do the cancellation via the intranet - sorry it is not working! A month later and I am still paying for a service I do not want or need.

I want to cancel my fixed Telkom line and keep my DSL line - seems it is the same impossible request and cannot be done - I will take this up with the Consumer protection, Telkom are quick to sell but don't you dare to cancel?

Good Day.

I have struggled since opening the account last year August 2017.
My account was corrected a few times - but every month I have to phone and complain.

The worst part is I am transferred from one department to the other.
I do not understand what the problem is.
We did not sign up for Anytime extra - why was this loaded to our account?
We signed up for a package as per email from Mweb.
The package is for the adsl line rental only at R209 pm.

When I phoned last night the agent informed me that my case number will be escalated because no one has been assigned to it?
I logged the call on 24/03/18 - REF: [protected].
Over 2 months and no progress at all?
How is this possible?
This is truly pathetic service.

This is now my last resort, we had vumatel install fibre in my area, as I already had a adsl line with telkom I decided to stick with telkom as the isp and go with a package that was r 799.00 per month and it included 20meg/2meg, free modem and free installation, I now sit with a bill of r 2000.00 for the modem and installation and 4meg line.

Whenever I contact 10210 for help I just get told to contact the sales department and once I get to the sales department I get told to call technical once I get to technical I get told to contact vumatel.

This issue has been going on since the 6 april 2018 when vumatel came to install the cpe and modem, its now the 22 may and I am now running out of patience, I have missed numerous lectures on line due to the incompetence of staff working in your departments.

Please could you arrange for a competent manager to contact me as soon as possible to get this issue sorted out!

Regards
Gareth stenning
[protected]

On 16.03.2018 I applied for an ADSL line and I paid the deposit. I was informed that it would take 7-21 working days to be installed. I then received an sms on 18.03.2018 to say the technician will be at my house to install the line on 19.03.2018. The technician never came out and the line was never installed. After numerous calls to 10213, emails to 4 different addresses and messages left for managers to call me, I still don't have an answer and I don't get feed back. I am waiting for than 2 months now. I would like my line installed before the end of this week.

Telkom seems to be moving backwords very fast when if comes to the quality of their products and services. We have had an uncapped 2mbps landline and after experiencing endless problems of the line dropping we upgraded to a 4mbps line. For a while it seemed to be great and then it stared all over again. Every night now for about 3 months or so from about 19:00 to 19:30 onwards we can't watch TV as our line keeps buffering. We have complained about it so many times and even the technicians that came out on one occasion advised that the cables are old and Telkom does not want to replace the cables, but they are still able to sell us uncapped service. They have too many clients all using the old equipment but charge us premium rates for it. Where has customer service and pride of the products we offer gone to? What are you going to do to keep you existing clientele content?

Kindly assist, I'm being handed over to MBD due to unpaid Telkom account.
I am currently unemployed and made arrangements to pay R100 monthly. I have asked assistance from my mom and I called in on 011 560 4991 and spoke to a very Rude and impatient guy by the name of Eugene! HE dismissed me and Hung up while I asked for a settlement discount.

May I kindly get feedback urgently as I need to settle this debt.
My ref:0278000533407586

Account nr [protected] - is not working since Friday the 11th - after numerous calls still nothing - all they can say is that they have report it - after research we found out that it is a regular problem in our area and that there are people in our street now waiting 90 days and is still waiting to fix their line. We understand that there will be problems but if it is going to take this long to fix the problem every time then we would rather cancel our contract with Telkom - if our line is not fixed before end today we will cancel the contract - Telkom is not keeping to their customer contract

I have an existing contract with Telkom Oct 2016 - Oct 2018 for 2gig data at R129 pm. Telkom called me end Feb 2018 to introduce the Freeme 500MB deal for R99 and said I am a good payer. I was interested and asked them can this debit order be R129 plus the R99. They agreed that R229 would go off my bank account. After first debit order amount R262.92 went to Telkom Baywest Mall to change my spend limit to zero. I drove from Jeffreys Bay to Port Elizabeth to fix this problem because all their operators stay busy .

After numerous calls to the Telkom call centre the operators stay busy.

30/4/18 the amount of R399-94 went off by debit orders which I revered. 15/5/18 the amount of R631-45 went off again by debit order and I reversed it again.

Today 19/5/18 I went to Telkom Port Elizabeth from Jeffreys Bay to say that I want to cancel my new contract. I spoke to an operator at the call centre which the Telkom employee put me through. Due to Telkom's unethical business practice I am cancelling this contract. I was told today at Telkom PE that I owe an amount of R1400-00...? our agreement was R99 per month. The dual card was not explainted to me and makes me angry. I agreed to pay the R99 for the new contract and it is not happening because of the incorrect debit order.

I want to return the cellphone via courier and cancel the contract because Telkom did not keep his word.

Regards
Jackie Groenewald
65 Magnolia Circle
Waverest
Jeffreys Bay

[protected] / [protected]

I have been paying for 2 mobile accounts for over a year now. These are not my first 2 contracts with Telkom. I have had several billing errors, data problems, incorrect dibit withdrawals... Etc etc... Telkom has now introduced a fee of R200. 94 for debits that go through, even when I have made the prescribed payment on the same day. I refuse to pay this. Further, unlike other service providers, Telkom does not have a cash paying service, so you have to pay via debit order... Or nothing... When asked if I can take my billing matter further, there is no one. When asked if I can cancel my debit order and pay cash, I'm told NO, it's Telkom "rules". I suppose that is the answer you give when you yourself don't know the answer! I am frustrated... I asked if I can cancel on of the contracts which expire in 5 months, and was told that I need to pay the 5 months installment plus an R800. 00 cancelation fee! So, can no contract be terminated by giving one month's notice? I don't mind paying the installment, but a cancelation fee! For what! Telkom needs to seriously have a look at their procedures.

On 2 Jan 2018 I visited Telkom Direct Store in Kenilworth Centre Cape Town and requested that my service be downgraded from R599 package to 10Gb + 10Gb service. I was given reference number 186064070A.
After receiving monthly accounts with no change I contacted Telkom call centre on 19 Mar 2018 and was issued with dispute ref: [protected]. I was promised that someone would contact me within 2 weeks.
No one contacted me and I contacted the call center twice during April 2018. I was told that the dispute was not dispatched to the specific division therefore it did not get attention. I was told that no new reference numbers for my calls can be given as a dispute has been logged. I was also told that someone will contact me within 48hrs.
Once again no contact from anyone and I called Telkom call centre again on 2 May 2018. I asked to speak to a manager and was put onto a Supervisor named Primrose. I explained the whole story to her. She promised to look into it and to see that I get contacted within 48hrs. She gave her email address as: [protected]@telkom.co.za
By 16 May 2018 still no communication from Telkom. I emailed Primrose on 16 May 2018. Today is 19 May 2018 and still no response. I emailed her again today.
Could you please investigate and resolve as a matter of urgency.
Regards

A. Molti
[protected]

I have been trying since the end of last year (2017) to cancel a Telkom Business landline [protected]) that is no longer in use. The line was for a business that closed down at the end of last year. I informed Telkom of this closure and requested that the line be cancelled, however, every month since then I have been receiving invoice after invoice for a service that is no longer being used. So essentially, this is day light robbery and I am just supposed to pay for a service that is no longer in use. It is even evident on the invoices that are sent every month that there have been no calls made on that line, yet I am still being invoiced for the line rental. I have submitted the cancellation forms as requested and have done everything that I have been asked to do by the numerous call consultants that I have spoken to, yet none of them have come back to me with the results that I seek. I am fed up with Telkom and with the poor service that I have received from every single consultant that I have wasted my airtime on. The last consultant I spoke to was Ms. Kamvelihle Maseti ([protected]@telkom.co.za) and she has been ignoring my emails requesting any feedback on the matter.

I refuse to pay for a service that I have not been using and for a company that has closed down.

I expect feedback from someone today (18 May 2018).

Telkom sales person contacted me in mar2018 and offered fiber deal (20mbps uncapped, all inclusive @ R999). This was followed up via email. With 1st invoice I realised that incorrect amount was charged (invoice approx R1900 as I was being charged for individual products and not receiving the package amount). Various disputes were logged via telkoms phone app, online chat and telephonically. A telkom store was visited and they informed that I had to contact billing dept. Have now spoken to various persons in billing and sales dept and no one is able to allocate the discounted amounts so I receive the deal that I agreed to.

We phoned on 16 April 2018 and notify that we are moving and request that the line must be moved to our new premises. we were told that this will take an estimate of 3 weeks for them to arrange the installation. At the time we were ok with it as we only moved on the 26th. They did hesitate to cut the line at the end of the month but now we battling for the installation to be done at the new premises. We phoned the last two weeks every day to find out what is going on and why the installation did not happen, if the call center is not off line they just notify us they don't know what is going on we must call the next day again. This is going on now for a month and still we do not have an answer when our line will be installed.

I currently have 2 reference numbers 236593901 and 3125663

can somebody just get back to us when this will be done as we can not get any joy from your service department

I've been trying to confirm with Telkom for 3 weeks now, to guarantee that my 24-month contract deal that will expire in June, will not continue, as I do not want any further services from this company. It seems impossible for any agent there to check my cancellation status and guarantee this in advance. the whole cancellation process is very unclear and its navigation is extremely user0unfriendly. I wanted to confirm with Telkom that I cancelled it in the correct way, as I have been reading on so many customers that want to cancel their services, and find it problematic as I do. But still, nobody at Telkom can assist me, and I keep getting the same one-liners from their support, which do not address my very clear question at all.

I've been trying for almost 2 months to have my query resolved and not getting any satifaction. How is it possible to call and there's no record of previous calls

On 23/03/2018 I applied online for unlimited wifi package of r599.00 p/m. 29/03/2018 I received a sms advising me of my password, email address etc. This I found strange as the router still needed to be installed.

I called telkom 10213 and was advised my application was still pending.
12/04/2018 I received my bill and was charged r418.80 for the wifi. How is it possible to be charged for a product I don't have. Each time I made enquiries I was told my application was still pending.
27/04/2018 I went into the promenade mitchells plain telkom store enquiring my bill and charge of r418.80. The consultant advised he could see my application was pending and proceeded to give me a router and told me to install it and call 10213 for connection. I thought the procedure was easy enough 😅and called the number only to be told they do not have technicians available on a public holiday.
27/04/2018 called 10210 to reverse the charge for r418.80 as I have no router and there was no connection
28/04/2018 called and was informed the technician would call me back monday for an appointment.
Monday 30/04/2018. No call, now I have a router which still have to be installed and no connection. Later that same morning I tried to cancel everything and was on hold for almost 1hour. I as told to cancel online which I proceeded to do 02/05/2018. Reference number tin3274281 : [protected]
02/05/2018 - complained on hello peter and only received a response on 14/05/2018 - your reference: ai3065751
04/05/2018 - followed up and spoke to rowena and once again had to go through the process to cancel
15/05/2018 received my latest invoice. My account is r2291.64. April charge have not yet been reversed. I was also charged for the router yet they advertised free router and installation. The sales agent should have informed me that I will be charged.
With all my calls and reference numbers they not cancelling this product and neither reversing any charges and now i'm sitting with an account of over r2000. By the way i'm still waiting for a technician to call for installation and connection. So they continuing charging me for a a service I don't have.

I would like this matter to be resolved and someone to get hold of me as calls are never answered in less than 30mins.

Telkom has blacklisted my husband and the account has been fully paid. Last year we received a paid up letter dated the 09th of october and his name is still not cleared. We have been calling and sending endless emails and still no assistance received from them. This has stopped us from applying for a house as this reflect negatively on the credit score. This is totally unacceptable and cannot go on any longer. We have had enough of this delay and will eventually involve our lawyers. Its exactly seven months and no resolution received. Clear his name now and update all credit bureaus.