Telkom SA SOC
reviews and complaints

I am really dissatisfied with the level of service received by the after service team the past few days.
I had a contract with Telkom mobile and have been billed in arrears every month. Even this month (November) I am been billed for October.
In store I was told that in December I will be billed for November and was also validated a day later by a customer care supervisor.
Now I am told by multiple agents that In December I will be billed for November and December. How can I be billed for December within the month of December when the month would not be over cause my debit goes off on the 27th.
This is an upgrade and not a new line so your billing should continue as it was but with a higher premium but in this case, the billing changed completely and now I have to pay for 2 months.
Nobody can provide me valid reasons and all they know is that is how the billing works.
I spoke to more than people over days and spending more than 3 hours of my time to be in the same position I started at is really ridiculous.
I will be terminating my contract as it is still within the cooling off period.
Will never refer anyone to Telkom Mobile as I did in the past.
Naheem Shaik.

I was advised to cancel my contract and convert number to prepaid however no one called me to confirm cancellation however I had to follow up on this only to find out my number has been cancelled eversince the 14/11 and my number is not converted to prepaid, I dont understand how does a company cancel number without verbal confirmation and no one is taking owenership to resolve this, main person who cancelled services-boitumelo jeanette rantlhane is not responding I dont know what to do now as I need my number the email address is [protected]@telkom.co. Za
Case no: [protected]

Date of cancellation 14/10/2016
My number is [protected]

My contact number is [protected]

Name is yolisa jakavula

Email attachment - case no: [protected]
Inbox
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Thandokazi zondani (T)

3:25 pm (15 hours ago)

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Cancellation request-autoreply : telkom service cancellations
Inbox
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Service cancellation

Oct 14

To me

Dear customer

We hereby acknowledge receipt of your fixed line consumer contract and services cancellation/retention request. A service consultant will contact you within 21 business days to verify the information provided and/or confirm cancellation/retention options available.

Please be advised that:

· this mailbox handles consumer fixed line cancellation requests only and for all other requests e. G. Billing, faults, dsl speed issues or order progress, please call telkom on 10210.

· please note that all cancellation requests must be accompanied by a completed and signed “consumer contract and services cancellation/retention request” form. The form is available at http://tiny.cc/canceltelkom.

· please include proof of the account holder’s identification or duly authorised person’s identification (Copy of sa id or passport).

· copy of death certificate (If applicable).

· failure to provide the above could lead to unnecessary delays.

· moves and relocations can be completed online at www.telkom.co.za/moving

· for business fixed cancellation requests, please provide a cancelation letter on the company letterhead accompanied by a copy or the account holder’s id to [protected]@telkom.co. Za. The business cancellation from is available at http://tiny.cc/cancelbusiness.

· if you have a dsl service with another service provider please first contact your dsl services provider, cancel your dsl with them and inform them to convert your dsl line back to a voice service (Pstn). Once confirmed, then please email your voice line cancellation request to telkom. The form is available at http://tiny.cc/canceltelkom.

Please note that a standard written notice period applies in terms of changes to telkom products and services.

Kind regards

Telkom

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This e-mail is subject to the telkom sa soc ltd electronic communication legal notice,
Available at : http://www.telkom.co.za/TelkomEMailLegalNotice.PDF
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Yolisa jakavula

Nov 17 (12 days ago)

To service
Hello is my mobile cancelled [protected]?
Service cancellation

Nov 17 (12 days ago)

To me

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To boitumelo, me

Greetings

Please assist with the above case, you were supposed to cancel the contract and leave the number prepaid

Please attend this it is urgent!

Kind regards,

Thandokazi zondani

Sales consultant

Telkom tds

Cape town

Telkom-logo2015-signature

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This e-mail is subject to the telkom sa soc ltd electronic communication legal notice,
Available at : http://www.telkom.co.za/TelkomEMailLegalNotice.PDF
~

Please assist with getting my number back as requested telkom

I reported my phone lost and stolen about a month ago (October). They suspended my line as per normal. I then asked them to reactivate my line and they informed me that my line was suspended due to non payment (even though it was paid for, I have the notification from fnb). They then told me in November that payment has reflected and my line will be active within 72h (15 November ). It's now the 28th and still no line. I have spoken to many agents and all the say they will escalate it to the relevant department. They all say that the elusive back office will magically activate my line. But they never do...

I now need to pay for services for this month that I did not even use. Please contact me on [protected]@yahoo.com

If this matter is not resolved before the end of this month I will be taking this matter further

Tel: [protected] e chelin 7 annandale, 14a st helier road, gillitts

I have been without a telephone or adsl line for more than six weeks.
This is of great concern as my husband has a heart problem and my 88 years old mother-in-law who had dementia lives with us and we feel very concerned
That we cannot get hold of medical attention should the need arise. Due to the positioning of our house cellular service is at most times non existent.

When I phone 10210 I am constantly told they are working on it. On one of the days they said they came to my house and couldn’t access the property despite the fact
That I said they must phone my cell and I will come home from work. On another day I was told they would be coming and I went home and sat there for 3 hours and nobody pitched up.

I have been billed a second month for a service I am not getting.

Is there anything that can be done to help with this problem

We have moved on 16 June 2016 to Swellendam, Western Cape. I have submitted a Request for Contract & Service Cancellation on 22 June 2016. The reason for the cancellation is that Telkom do not provide a LTE data service in this area. I therefore cannot use the data. I do understand there is a notice period but to date Telkom did not cancel the service and continue charging me for a service I do not have access to.

Account no. [protected] Mobile no. [protected]. A case no [protected] was logged by Telkom in July 2016 and to date not closed.

I have been liaising with a number of people at Telkom since July 2016 and to date the matter is not resolved.

I can be contacted on cellphone no. [protected] or e-mail [protected]@levyadmin.co.za

Signed: W B Pienaar

My ADSL line was faulty almost the entire month of Nov 2016. As i was in hospital for the first week i could not report the fault. Contacted them on 7 November and the call center agent did something from their side and it worked for 12 hours. The very next day my ADSL was down again. Again I had to phone. After spending about 50min on the line with a consultant she was able to establish there is a problem with the ADSL. A call was logged ref 795CRK081116. After numerous calls and frustration one consultant mentioned i can get a sim card from a Telkom store which i can put in a router and use it in the meantime as this will connect to my current internet service. This did not work. Once again after many calls that i had to do from my cellphone as my landline is not working either. Again i went into the Telkom store for assistance. They only handed me a piece of paper saying to follow the instructions. This after standing and waiting to be served for almost 2hrs. i stood in the store and did as was told and still did not work. A different consultant came to me afterwards and tried to help me set up my phone as the hotspot with this sim, which still not work. Again i had to phone back on 15 Nov as matter still not resolved and eventually that day a technician arrived. He did not test anything. All he did was look at my router and said the lights are on so there is nothing he can do. Now i am not just a little upset. I phone the call center again while the technician is here. Now suddenly my devices is 'not talking to the router'. The router now needs to be taken into Telkom to be checked and if needed changed. By now my temper is boiling cause this is ridiculous. I go in to do this. They cant test but can plug in. They cant see anything wrong but will rather change it for me. Come home to do setup and guess what. MY ADSL IS STILLNOT WORKING! Again I phone in. Oh we have to log a new call to get a technician out. Ref 1264CRK161116. Again i have to phone daily to find out what is going on. On the 23rd I get told that my fault has been handed to a technician however as he has already been here the week before he wants someone coming with him. You can imagine how upset i am by now. They will send him a message to contact me and advise when he will be here. Of course I was never contacted. On the 24th was just the last. Again i phoned in and please remember i have to use my cellphone which is costing me money. The consultant really tried to get a supervisor on the line as well as the technician with no success but dont worry there is a commitment date for 30 November 2016 to come to my house. Now i through a tantrum as this is not acceptable at all. The consultant that assisted me assured me he has copied all the seniors in his request to have matter resolved. This was the first honest consultant i have spoken too. An hour later I had 2 technicians at my house to resolve matter with testing equipment and found the fault. Reginald and Edward from open server was able to fix the fault by replacing lines which could have been done by the first technician. What gets me is that Telkom is expecting full payment for a service i never received. What i want is for Telkom to reverse my fees for November 2016 as no service has been rendered by them. I had to drive up and down to Telkom and phone them from my cellphone as i could not use my landline. With that i would also like to say thank you to the last consultant i spoke to at the call center aswell as the technicians who came to fix my lines.

Installation of ADSL line & Internet completed beginning Sept. 25th October complaint to Telkom I had no internet. Was told they are working on lines. No fault report no given. 26 Oct paid subscription for September and October. 28th Oct. Reported to Telkom still no internet. Was informed technicians are still working on lines. First week of November. Informed Telkom again - no internet services. Was asked for a fault no. I have received nothing as from 25th October. Operator told me last complaint on this line was 2009!. 7th November Telkom sent sms line has been tested and seems to be ok. I replied to sms the line and internet is still not working. NO RESPONSE from Telkom. 10th Nov. Got reference no 75CRK041116 - Could not tell who reported this. Status according to website: IN PROGRESS. 22nd Nov. Contacted customer services ONCE AGAIN. I was told the technician will contact me the same day to set up an appointment the next day to get to my house. To is 28th Nov. NO RESPONSE FROM TELKOM! I have received an SMS on 16th Nov to pay my subscription. FOR WHAT? NO SERVICE SINCE 25TH OCT? don't think about it! I refuse to pay anything till this is sorted. If it is not sorted by Wednesday 30th Nov, I will take this matter to the OMBUDSMAN! Elizabeth Pelser. Acc no [protected] [protected].

Dear Sir/ Madam

I am sending this email on behalf of my mother Mrs. Louisa Orie, telephone number [protected].

My mother has had a pre-paid waya-waya telephone line for the past few years. Some time back one of your consultants phone her Carol Kovack, hope I spelled the name correct to introduce your new wireless handsets. She explained all about the fact that Telkom is changing to the new wireless phones everybody will have to change to this new phones. To make a long story short this wireless phone was delivered to my mother on the 17th October 2016. On the 18th October 2016 I tried to contact this phone following all the instructions putting in the battery and sim card charging as required. After battery was fully charged I switched the phone on but on the screen it reads ‘SIM REGISTRATION FAILED”. Since that day this phone has not been working and the sad part is that my mother’s normal phone line was cut stating that Telkom has transferred the service to this new phone.

Since the 18th October 2016 I have been phoning all the Telkom numbers for assistance with no luck of being assisted (All the numbers that I called 10210, 10213, 081180, [protected]). I was told to go to Telkom office which I did and that is another story I stay in King William’s Town and there is no Telkom office in King William’s Town I had to drive 45 min to East London for a Telkom office. I went to that shop 3 times with no luck. The answer that I got from them is that they cannot assist me because the lady that first started the deal Carol Kovack never registered the phone on the Hawei system. Emails was send by Telkom office and your Telkom consultants to this lady Carol Kovack and her supervisor to phone me back to rectify this problem but with no luck. These two people never phoned back.

I would like to appeal to whoever can assist to switch my mother’s line back to the normal prepaid Waya-Waya she had before 17 October 2016.

My mother being a pensioner has been inconvenienced in a very bad way. I will even courier this wireless phone back to your offices waiting your response.

I would appreciate it if you can contact me on the following number: [protected].

Thank you for your assistance.

Dorothy Jagers

My telkom telephone line [protected]) and adsl internet connection are frequently out of service. I am experiencing and reporting faults as frequent as twice a week and telkom cannot come up with a permanent solution. Please tell me if telkom cannot repair the fault and if I should look at other service providers. I can be contacted at [protected]@gmail.com

I took out a 8*ta data contract in March 2012 for my son who was studying in Cape Town. I took out the contract at the Jeffreys Bay Telkom shop in the Fountains Mall.
After the 2 year contract ran out, I went to the same Telkom shop in the Fountains Mall in Jeffreys Bay to cancel the contract. I filled in the necessary cancellation forms and was told that the debit order will only go off once more and then be stopped. It did not happen and now, more than 2 years later, the debit order still goes off my bank account, although the service is not in use (because we do not have 8*ta reception in Jeffreys Bay). I have lodged several enquiries and complaints, even went on 'Hello Peter' - only to receive promises that they are looking into the matter. They are robbing me blind and I cannot stop them!

Good day
I lock an complain on the 2 nov 2016 I still did not get any joy. 1st they said the they did come out here, but nobody at home and they did call me and left a message, which was not true no calls no messages and would not be able to nock on the door beacuse I need to open the gate. 2nd I put so many complaint in. The they said the will send me a specialist out to check my stuff and then they told me my router is faulty, if the weather dot cause it why is the lights still on? The best is of all the cannot not test it to see what is fault. Why are they specialist? 3rd I want to buy a new router to see what is going on now they do not have stock this is so bad service and they said they cannot get it from another branch I must go and found who got one and go get one there. You would not believe how I struckel to get this sorted out I am loosing bus and money I drive up and down to the branch for nothing. My time my petrol are you going to give all my money back I am loosing out on! On the end they give me a sim card which even do not work properly cannot not get wireless and keep going off. On the 25/11/2016 it is off I phone them and they could not pick up my line which was the fault from the begging. Now what do you think I must do you tell me. I need answer quick as possible. Amanda [protected] this in my land line for the dsl line

On 14/11/2016 my line went dead and I reported it the same day ref 1218ctk141116. I made contact several times during the week and the only response I got was that it was assigned and someone will get back to me which no one did and no further commitment iro time. Then it was escalated ref 91417 and still no one contacted me. Eventually after more and more and more calls this week, I was told the line will be fixed before 25/11/2016 which also didn't happen and this was only after I logged a complaint via Hello Peter. I asked to talk to a manager and was told no one is available and yet no one called me. This is totally unacceptable - two weeks and NO service or even a call from Telkom to provide an update. I work from home and solely depend on my line so now I am already two working weeks without service and loose business daily needles to say the extra costs involved that I now had to incur to keep my business running. Can I please have my service which I pay for, costly if I may add so, for that is Treating Customers Fairly

Good day

Today I tried to contact Telkom with reference to Top Up, i spoke with Devon Naidoo and explained that i cannot do it electronically as the error says the payment gateway is not available and i should call 10210, which i did. Unfortunately he said that i must call in the morning. i explained to him that i have an assignment due and the morning will not be an option to do but he said that he does not have the profile to do it or anyone tonight.

i find it unacceptable that the online service is unavailable and refer to the telephone number 10210 and when calling 10210 then the consultant also cannot assist.

Please assist, Telkom suspended my mobile line due to a debit order of R2500.00 that Telkom took from my Nedbank account, I returned the debit order because there was nothing outstanding on my account. My line was suspended for 24 days. I assist help from Hellopeter and the Onbudsman. a Busi of Telkom gave me a ref: A1262844 on Hello peter. She did nothing about my problem. I spoke to customer care daily 5 -6 times. I spoke to Mokgadi after Telkom handed me over to Nudebt. She send a email 8 days ago to Telkom requesting them to sort out my account because I do not owe Telkom anything. I went to Telkom Shelly Beach 5 times The manager sent a email to Telkom with all the details requesting them to reinstate the line. Notthing happend. Sandy from [protected] called me yesterday morning to "sorry for the inconvenience" and promise to rectify the line yesterday. Nothing happend. I received 2 sms e stating that the line will be rectify within 24 hours. No luck ! I called customer care this morning and just lost it. I told Norma to please assist, I pay R1599.00 pm for this mobile. I have been with Telkom for 4 years with 8 mobiles from Telkom for all my staff members. My mobile came on 1 hour ago. I want my discount for 24 days not been able to use my business phone. I want Telkom to stop the debit order as from 1 December 2016. Telkom will never ever abuse my Bank account again. Thank you. IEM Bester ID: [protected] Mobile: [protected] email: isabelle.[protected]@gmail.com Thank you

On the 12th nov ive made a payment on my accounts. Currently i have 7 contracts there with you. On monday 14th nov three of my phones were disconnected. Two were connected the same day. Call centre confirmed they received the payment. After numerous calls, empty and bullcrap lies of promising to phone us back or that the phone will be connected again, i wont ever recommend you to anyone!Its now 11 days, more than the promised 72 hours waiting period for connection. Youve broke contract rules! That is a company phone for my bussiness and ive lost many many money! We want someone please to help us. Somoeone who are capable to handle this.
Johan pieterse
[protected]
[protected]

Please check the " hellopeter" re my remarks as every single email address for telkom get either no reply, when I do get a reply it is a different person, what is the problem ? When I have sent countless emails with attachments re the problem ! & since then, same old story ! 'what is the problem' ? When I asked for an email to be sent to [protected]@hotmail.com or [protected]@gmail.com so I can send over forty attachments (less than half the story !) so the person checking the email can 'see' my problem

Please send me an email address as this is beyond serious & become critical (telkom's fault !)

I changed my normal telkom line to an adsl, wifi contract which I was told is a very good deal, getting 40gigs wifi per month. I was told a modem will be delivered within a few working days. It is now 2 weeks later, i've received no modem but have received a sms asking how I rate the service... However, I can still do nothing and the order has not been finalised, even though all the consultants I speak to is advsing me that they have the order as finalised.

I went to my nearest telkom store in keywest, krugersdorp only to be told they are out of stock and they will phone me when they receive stock. I will surely be liable to pay my bill at the end of the month for a service i've now waited 2 weeks for... Quite ridiculous and extremely frustrating!

I have an ADSL line with Telkom. I only use it for the internet and my monthly payment is R429 p/m according to the contract. With the contract I received 2 cellphone sim cards. I do not use these cards and they have been lying in a drawer n my house for the last 2 years. When I received my Telkom bill this month the bill was already R2900 by the 7th of November.
It turned out someone had stolen one of the sim cards from my house and was using it to great effect. I discovered this on Monday 14 November when I received my bill via email.
I promptly went to the Telkom store in St Georges, Cape Town. The staff was very friendly and after explaining my problem (of wanting to suspend the sim card) I was told I must fill in a cancellation form. I filled in the form but was then told it will take 30 days for this to into effect. I explained that I could not wait 30 days as the person was busy running up a massive bill on my account and needed to stop it immediately. I was then told that I can do a sim swap as this will have an immediate effect. They tried to to a swap in store, but I was told the system is "offline" I they can't do it. They told me they will try again later and let me know when this has been done. I needed to get back to work and they promised to call me.
Nobody called that day. I returned to the store the next day (Tuesday) asking if the card has been swapped. It wasn't. Apparently they couldn't do the swap because I filled in the cancellation form (but nobody told me this). I explained again that I needed to stop this card ASAP.
I was then told that I can get the card cancelled, but they couldn't do it in store, I needed to phone some number. I demanded that they make the phone call and sort it out. They made the call and put me on the line with another Telkom person (not sure who or where they phoned). I gave my details, explained teh problem and gave them the number of the sim card that needed cancelling. I was told it will take 24-48 hrs and that they will let me know. Nobody contacted me.
On Friday I looked for a number I could call to report the issue with Telkom. I could find no number for reporting theft and the cancellation of cards etc. I tried calling the IT department and was put in an endless loop of people passing me on from the one to the other. I was on the phone for about 30min and spoke to about 10 people. Nobody could tell me what to do, how to get the card cancelled or how to resolve the issue.
At this point I walked down to the other Telkom branch (Longmarket). The guy there was very helpfull and couldn't understand why the other branch couldn't help me. It turned that the card was still active at this stage. He also suggested I do a sim swap. It would take about 2-3 hrs forit to go through, and I will receive an sms. I received none. I went back this morning (Sat 19 Nov) and was told the sim swap didn't happen because the systems were down yesterday? He put the request through again. I have now spent 6 days trying to get a sim card cancelled that has been stolen from my property. I have been unable to do so. I am going to receive a massive bill at the end of this month and Telkom will expect me to pay it. This is utterly unacceptable.
If my credit card gets stolen, I call the bank fraud department and the card gets stopped immediately. How is it possible that Telkom cannot have a fraud department that deals with issues like this. If there is such a department, nobody told me about it. How is it possible that a sim card cannot be stopped. How is it possible that every time I try and do a sim swap, the systems are "offline" (this is Telkom, they are the system after all).
At this point I do not know what to do, I am at the mercy of Telkom. I want this sim card stopped and my bill adjusted.
The sim card number in question is: [protected].
My contact number is: [protected]
(Our Telkom telephone number [protected], Cape Town, but this is an ADSL line, there is no phone connected to it)

Richard Coetzee
Cape Town

I sent a cancellation forms several months ago after advice from your shop in Somer set West Mall.
We decided to cancel ourTelkom account after renovation at our residence in April.

We have attempted to contact you on several occasions but we are STILL receiving emails with increasing account bills which is unacceptable. You can clearly view there has been no activity on our line since April. We have emailed the cancellation form plus passport ID twice (we live in Scotland) bit stoll you persist in ignoring our request.

Please cancel our account and cease emailing us bills. Thank you.

Good day. My daughter signed up for LTE WIFI package with Telkom SA at the end of July 2016. She is in the Edenvale area, Johannesburg. Since she received it she did not have good service at times and most of the time no service. She went to the Telkom store on 2, 10 and 11 August trying to solve the problem. On 8 August she phoned and was told that someone of the Technical team will phone her, which was not done. On10 and 11 August she went to the Telkom store again. On 12, 15, 16, 17 August she phoned Telkom and the problem was still not solved. On numerous occasions she was assured that someone from the technical team will phone her, which did not happen. On 17 Aug someone at Customer Care sent an e-mail to the technical team. Even after she inquired no feedback was given. On 18 Aug she sent an e-mail explaining her frustration and at 2 o'clock as well. Then she sent an e-mail to cancellations department informing them that she wanted to cancel as she could hardly use the service for the first few days and later in Aug not at all. She did not receive any feedback at all regarding the problem until she received a phone call from Telkom on 29 October. They agreed that a technician can contact her to try and solve the problem. She told them that she will give them time for the 14 workdays to contact her to see if they can solve the problem but if they do not contact her she is not prepared to try anymore and that she is not prepared to pay penalties as she cannot be held liable for paying for a service that she does not have the benefit of. Yesterday the 17th of November was the 14th workday and nobody contacted her to solve the problem! Because of this and the history of bad or NO SERVICE at all, she wants the contract to be cancelled without any penalties. She was also told at a stage that the problem is that the data could not switch from the all data to Telkom data. I saw on the complaints board’s website that there are a lot of people that experience problems with service delivery from Telkom. I am in arrears for a "service" that I did not have at all. The company that I was handed over to is Easy debt, account reference [protected]

Her mobile modem number is [protected] Contact me, her father if you want to discuss anything. [protected] [protected]@vodamail.co.za