Telkom SA SOC
reviews and complaints

Ref: 369CNK160917 Reported 16 September 2017
Voice and ADSL line dead since 16 Sept.

3 sms's to say fault is in hand...

21/09/2017:Tech on site, climbed pole, line was in fact dead...
28/09/2017 Fault escalated
2/10/2017 urgent escalation: ref is 17067
02 to 04/10/2017 : Pole removed from neighbours property, new pole placed on my property, lines transferred to new pole,
Explaining to pole technician that our line is not connected to that pole.
Line tested and still not working.
09-10-2017 : escalated again
Pole Tech on site at 09h25 wrote number on the pole, asked for ref number, then left at 09h35

15-10-2017 : Same Tech that attended to fault on the 21/09/2017 returned checked phone- line is still dead, claimed that the fault is in the street. Well really, that was the fault from the 16/09/2017 as found on the 21/09/2017.
Left to check the street lines, but actually left the area and never returned. More wasteful expenditure as he was there on a Sunday.

The MULTIPLE escalations don't seem to be working as the same person has come on site 3 times, does nothing except check if phone is working then leaves the area. I have checked at the main Telkom box in our road and he is nowhere to be found

The tech that ordered pole and line replacement, on the 21 September, from Reyburn Avenue, fruitless and wasteful expenditure AND delayed in getting the fault fixed.

PLEASE SEND A COMPETENT TECHNICIAN TO REPAIR THE FAULT.

As of 08h00 25 October 2017 no repair has been carried out on the line break.
25-10-2017 replacement of the wires and pole were for 2 neighbours lines on adjacent properties. They reported lines down after the 26 September
These lines have been fixed . Still waiting
Since 1997 no problems, now in 2017 unable to get repaired

I have been receiving phone calls non - stop from tele-marketers from this company, the agent refuses to provide me with information regarding why I am being called nor does he want to provide me with his name or department - all that he has told me is that he is phoning from telkom and that he will not stop phoning me which has resulted in me having to switch my phone off in order to stop getting calls from him - I cannot get hold anyone that is able to assist me to take me off your database - this is illegal harrasment and I would strongly recommend you find out who this call centre agent is otherwise I will take further steps!

I want management to contact me on [protected]

Liani

Took out a contract With Telkom 2015 2016... Had them promise a lot but delivered almost none. Never got the mobile dongke as there was never stock. The internet was more ifg than on. Each time I had to go to my mother to phone Telkom to get internet active again. 4 days off 1 day on, 2 days on 6dsys off. My son needed data for studdys. This was unacceptable. Complaints did not help. A Telkom technical guy came out and stated that the are I lived in atvScheeoers heights Uitenhage was not a good area for Telkom internet as it could not work properly therefore people would rather opt for another service provider. Reason would be the telephone cables being old, faulty and in need of replacement, but it would never happen... My mother took another contract out from Telkom with a tablet, mobile and enabling my son to have access to internet at collage or whenever required with better results. Went to disconnect from the Baywest mall office in port Elizabeth several times, always long ques with waiting over an hour for service and then being told they were off line. Never came back to me... Received a billing via e mail, replied and stated that I ended their services. not satisfied paying R399 for poor service, nine delivery as per product selected, not receiving the mobile single as it was never in stock.. Generally not happy paying for half a product.. This was never cancelled even though I asuned it was. To my surprise a cleaner at my work gave me her phone with a notice to issue a summons for R2136.05 ref [protected]... My mom has been in contact with these clowns to sort out the matter as I am working 6 days a week till past 6 in the evenings... A cleaner? Where did they get her number from. What an imbsrasment and what a big disappointment...
Telkom do not know what they are doing or the floor clowns at shop legal have no ability to perform a simple task as cancelling a contract due to none deliverance of poor service... I am disapointed to say the least, shocked to the core and would not ever TRUST the Telkom brand again.. Telkom represents poor service, empty promises, blatantly selling internet at a location where they knew there Wi-Fi service was problematic... Let Telkom take you for a ride and rip you off and once you have signed on the dotted line your soul belongs to them.

Hi
I'm a current Contract with Telkom
I have been complaining to the customer service of Telkom for a period of 6 months now...

Firstly it was the incorrect charge on my invoice for a period of 2 months and I reported and miscommunication was given and I followed the miscommunication given of me filling out a cancellation form.

Then I was sent from department to department with no one able to assist me

Accounts and billing also wasn't able to assist me with the incorrect invoice charge..

Then After I took matter in my own hands by going to reverse the money so that they can be notice that my query is serious

Then I received call from the department say I should pay the money back so that my contract not be suspended...

So I asked the amount required to pay the consultant state the amount I paid it

And they told me also about the penalty fee
Which I paid as well

Now I'm furious because right now
The is a debit order in which it keeps been taken out of my account and I called them Again and yet again they are unable to assist me.

This amount is being deducted twice now in my account ?

I am extremely unsatisfied and irritated by how you guys conduct or solve customers
Problems

I'm extremely unhappy with Telkom
They offer great deal but gives unsatisfactory customers services!

Hi All

I live in a complex (Equestria Estate) and fibre was implemented.

I have/had a 10mb/s line for R649 per month. Account number: ND24714903

Telkom provided services of NuDebt to render R1799.17 from me. Ref: [protected]

(1) Was never consulted why, what is the problem since Telkom has all my detail, I have had many accounts with them over the years my cell number and banking details email address you name it.

(2) Never received a invoice of any kind (if so please provide proof) because the NuDebt letter seen to find my just fine. I have communicated as best I could. To day has no one phoned me in this regard ever to sort this out.

(3) Since I could not get anyone to assist me in this matter (no invoice) I stopped using any of the fibre service (Please feel free to check my records).

Sending letters and treating me to legal action? The consumer act protects me, I am the victim here. Telkom has has failed in its duties to contact me before I was handed over for legal action.

Andre Kruger
[protected]

NuDebt Letter:

7 WORKING DAYS NOTICE

KRUGER ANDRIES Kruger, we act on behalf of our client, Telkom SOC LTD, and have instructions to address this letter to you. You are currently indebted to Telkom Fixedline with R 1, 799.17 for telecommunication services, or any part thereof, rendered to you.

The material express, alternatively tacit, further alternatively implied terms of the agreement are inter alia as follows:

You accepted the granting of the account facility in that our client would defer, alternatively possibly defer payment of the invoice for 30 days from date of invoice and you accepted the terms and conditions of the said Agreement;

You will be liable towards 18% (Eighteen Percent) interest per annum as a penalty on the outstanding amount as from date of this letter.

Despite numerous reminders and demands sent to you regarding your account status, you have remained in default of the outstanding amount for a period exceeding 20 business days. Please note that this amount is now long overdue and you are hereby notified that payment is required within 5 WORKING/-BUSINESS DAYS no later than Friday, 3rd of November 2017. If the status of this account remains the same from date of this notification we will have no option but to proceed with legal action for the recovery of the outstanding debt.

Our client further instructs us that notwithstanding numerous written and telephonic requests for payment, you have failed, refused and/or neglected to comply with our client's requests for payment.

In light of the above we have instructions to instruct you, as we hereby do in terms of Section 129 of the National Credit Act No. 34 of 2005 ("the Act"), that you are hereby afforded 10 business days in which to refer the matter to a debt counsellor, alternatively dispute resolution agent, consumer court or ombudsman with jurisdiction with the intent of resolving the dispute or develop and agree on a plan to bring the payments under the agreement up to date.

Please note that should you fail, refuse and/or neglect to comply with or adhere to this letter of demand within the prescribed period of 10 business days or reject the proposal set out herein, we have instructions to issue summons against you to recoup all amounts due in terms of the agreement, as well as all legal costs in terms of the provisions of Section 130 of the Act.

Please note that this amount is now long overdue and you are hereby notified that should payment not be made within 5 WORKING/-BUSINESS DAYS no later than close of business on Friday, 3rd of November 2017, failing which our client will have no option but to proceed with legal action for the recovery of the outstanding debt.

Payments are to be effected directly into our trust account, the details of which are as follows:
Account Name: NuDebt Trust Account
Bank: ABSA
Branch code: 632005
Account Number: [protected]
Reference number: [protected]

For your convenience, you can make payments online: just click on https://www.easydebit.co.za/submit-request.html and follow the easy instructions or simply log on to our website www.nudebt.co.za to access your account and redeem rewards. You can also utilize your nearest Post Office to make payments using our reference number ND24714903

Please be advised that this letter constitutes our client's final request for payment.

In the interim, our client's rights remain reserved in toto.

Regards,

NuDebt Management (Pty) Ltd
Direct Line: [protected]
E-mail: [protected]@nudebt.co.za

We have an open supportr reference with Telkom LTE support for more than 4 months. We follow up almost every single day - the same outcome every time.

Details of the service below:

Cell Number : [protected]
Sim Number : [protected]
Device Serial : [protected] Huawei B315
Device Serial : A-XPOL-0006-CHT07010 Antenna-Panel MIMO
Telkom Ref : [protected]

They say they will fix the service within 72 hours and nothing happens. No technician has been assigned and we just receive the same email from them with steps to perform in order to fix the service.

We have done everything and replied to those emails without further communication from them. Asked for a refund on the 4 months they cannot help, NOTHING.

What can one expect from this terrible company? ABSOLUTELY NOTHING. You might as well sign up with Telkom if you want to make sure you will never receive support, no service and bad customer service.

GO TELKOM!

My number is [protected] I am so frustrated i can make calls but I can't recieve any calls or sms for the last few days and no one can tell me why.. All I get is that the matter is pending and being dealt with by technicains and I'm really unhappy with Telkom I have been with the service provider for a few years now but I'm considering migration as no feedback is being provided how can one explain to people that you can call them but you are unreachable? Worst of all I work on my phone to do assignments or use my phone as a hotspot I can't even check my data and when even my internet gives issues I just have to assume my data is up?

I have been trying to cancel my Soft Cap data section of my bill since March 2017. I have pasted all the reference numbers relating to calls I have made:
06/03: 158384702A (Ntomboxolo)
10/03: [protected]
15/03: [protected] (Nosipho) - should be credited within 10 days!
23/05:
Logged query re form submitted on 18/04 and still charged for April/May. Apparently service was logged on 19 May to discontinue data. Following ref number was logged for dispute of charges: [protected]
19 July - spoke to Vuyo from Sales (10213). Apparently TIN2069273 has interdependencies incl line, ADSL and data and if cancel TIN...will cancel landline as well. Vuyo was going to speak to somebody to see what could be done and come back to me!
16 Aug - Pumla Mbeli (Ref no: 169055785A): guaranteed me that would be cancelled, then put me through to Technical? To log dispute for charges (Bonisiwe) but wrong department, however, confirmed that apparently as at 19 July service was cancelled! Anyway - should now be cancelled after 19 July and today. Went through to billing dept (Romelda). Has logged ANOTHER dispute for service cancellation as at Mar (Ref No: [protected])
18 Aug 2017 - Grace from Technical phoned and confirmed that data def cancelled and credit of R200 odd rand would be on next account? Ref No. [protected]
Note: pd R86 short for Aug payment in case credit did not include July statement.
15/09/2017 - sent email as still charged softcap on September invoice. Copy of mail in personal folder.
18/09/2017 - spoke to Neelan from billing. Apparently there is a cancellation order (169211514A) that should be processed this week. A credit of R200ish should be due on Oct invoice!?
Received October invoice - no credits and still being charged for softcap
19/10/2017 - Spoke to Numalunga who advised that her manager: Hosea would phone me later - did not phone
26/10/2017 - Still no call from Hosea. Phoned again and mentioned his name, was put on hold as he was busy, gave up after 15mins.

I am being inconvenienced every month, by having to phone Telkom (from work) as well as it being theft/fraud as I am now with another Internet service provider and not using the Telkom data, yet I am still being charged for it.

Your kind assistance with resolving this issue would be highly appreciated.

Kind Regards
Tracy Coskey

Hi

As a Telkom Client, I decided to apply for a mac book air few weeks ago, I am not a SA citizen but last year I tried to contact Telkom if I could qualify for an Iphone6, with no major issues things were quick and approved. I use an assylum seeker permit that get renewed every 6 months at the department of home affairs.

Now I wanted a mac book application submitted by your consultant Alicia on Oct 12, and she promised me that it wouldn't take long as i already have a account with the company. A week later I went to check on the order, surprisingly my application wa declined with a reason that my permit expiry date doesn't last the duration of the contract. I didnt really understand that as it is the same permit that i use for everything including my Iphone 6 at Telkom. I then asked her what should I do, she said she has no advise. I tried to call the call center, The consultant told me that my application is still pending but still also said they have nothing to do if it is declined because that was done by the Credit vetting department.
On Monday 23 I called the credit vetting guys, they confirmed that nothing was declined the order was still pending, They asked me to go back to the store as they will approve it right away.
Back to the store on Oct 25 I was helped this time by a muslim guy only remember his surname Abrahams, who said that the application was closed on Oct 17 By Alicia I assume.

We called the credit guys again while in store, they also don't understand why things are done that way. The lady on the phone asked the consultant to ask the person who closed the case to reopen it in order for it to be processed. He told me he will email the guy who closed the case and in few hours time I will receive an sms of confirmation. I waited the all day nothing was done.

Clearly it wasn't the credit vetting problem, nobody seems to be helpful i don't understand why.

Will you please escalate this to people that could help?
My email is [protected]@gmail.com

Kind regards

Good Day,

I have been waiting for approximately 4 months for a line migration from my old premises to my new address. The call was originally logged on the 16 of August 2017 and I was advised that all services would be transferred to my new address by the 31st of August 2017. I have contacted Telkom numerous time to follow up on my order and all they can tell me is that my order is with the escalation team, I have now recreated the order 3 times as they keep canceling it as they cannot get a hold of me due to them having the incorrect number yet when they phone me it is on the correct number? however that makes any sense. I have logged calls with 10210, emails via [protected]@telkom.co.za, logged complaints on Hello peter, facebook, logged a complaint with ICASA and yet I still have received no feedback... I have no other avenues to contact them and I am tiered of been told it is with escalation and cannot confirm a date. I have been a customer of Telkom for the last 9 years and this is the service I have received. My contact number is [protected], my Telkom account number is [protected], the last escalation ref I received is 330463. The last person I spoke to is by the name of Alviwe for the escalations department.I need someone to advise me when my service will be installed it cannot take 4 months to transfer a line ?

Thanks,

Dean Riddle.

I was sent an email asking for an update on the information at my hotel, I send the information and signed it to confirm the information was correct. Then I received a invoice via email asking me for r 8000 for an add in the yellow pages which I did not ask for, I tried to cancel and was told I will be taken to court, I called the lady who sent me the email miss mtolo who slammed the phone down on me!.

I do not want an add, I never asked for an add, this woman should be fired obviously she is in the wrong job,

Andrew jones
Florida park hotel durban.

Hi my Telkom mobile number [protected] was changed without my concern and everyday I call Telkom centre I'm told my issues will b solved within 24 hours. Its been three days now and I can't pay accounts because of this and all my contacts can't get hold of me and I'm loosing
Business as a result. Please help me with this problem via email :[protected]@gmail.com or call me on
[protected]
Regards Kenneth Malematsa

I am being sent from pillar to post for a simple thing like upgrading my contract. I received several smses reminding me that am legible for upgrade. On the 03rd of October I placed an order from the website provided on the sms. I got another sms saying my order has been pre-approved. 10 days later on the 13th I received a call from sales department, the call got terminated 3 seconds later. I hoped to get a call back but it never happened. I then decided to return the call but no answer. I called 10213 three days later, after 45min on-hold I explaining the situation to the agent who advised me to go to my nearest telkom direct store in Vaal Mall. I took time off from work, queued in line for 30min only to be told they cannot help me and i have to call 081180. I was given attitude when i stated that the 081180 number is customer care and they don’t deal with upgrades. Seeing that there is no intension of help me, i called 081180. The lady was polite and nicely confirming that indeed they don’t deal with upgrades. She said I need to call 10213 again. That's when i lost hope with disappointment. I tried again on the 20th, called 10213 and explained my story to an agent, she tried putting me through to sales but the call didn’t go through. I immediately called back again, spoke to a different agent, explained my situation once again and she advised I rather call 10213 first thing Monday morning and ask to be transferred to upgrades department. Once more I was disappointed. Monday morning, the 23rd, I called 10213, requested to be put through to upgrades department, I explained the now very long story to an agent who replied by saying she cannot help me because my contract expires on the 20th November and she can only help me then. When I ask about the smses and the call from sales she said it is probably early upgrade offer, which she does not deal with. The last straw was when she said I should go back to the store they will assist me, I found that ironic because the store refers me to 10213 and 10213 refers me back to the store, it is like everyone is clueless as to how they can help me. It took a while trying to understand what was happening when she finally said I should call [protected] number. I tried that number several time but it does not go through, the call just terminates after making a selection from voice prompt options. I am now stuck. Can somebody tell me what would it take to get an upgrade? I never had to go through so much trouble the last time I upgraded but this time around it is a mission impossible.

My phone number to contact: [protected]
My home phone which is faulty: [protected]
Faults logged: 896CRK110917 11 Sept
Fault logged: 821CRK130917 13 Sept

I have spoken to a number of call center consultants. When I ask to speak to the supervisor / team leader I am either disconnected or placed on hold for a long time then told that the team leader is not available. I am refused escalation to the next person up the hierarchy.

I have a fault open since the beginning of September. The line began deteriorating end of August already. My ADSL line stops working entirely at times and the rest of the time only runs at

cancellation of service, case number [protected]

I logded in a cancellation request during the month of july 2017, up to now, as I am writing this email, I have not received any communication of my cancellation progress and on top of that, I am being charged, where as I have returned their instrument within the expiry of seven days

I have forwarded the cancellation letter of notification but no reply

poor service

Hi

please can you escalate this query to the complaints department.

It is very dissapionting to know that telkom does not take logging of faults seriously.

We have logged a fault on the 11.10.2017 and up todate the problem is not being fixed.

We call everyday to check up on the progress and we are told that the problem is ecalated to the cable department. And only wen we call we get an sms on the update of the faults.

How long does this take to sort the problem out. Its going on 3 weeks now and we still have no service in our area we don’t even notice any telkom guy’s working with the lines.

But then we must still pay the full amount at the end of the month.

It will be appereciated if this query is resolved soonest?

reference no : 340cnz111017

regards

I reported a case in May this year about the terrible network coverage, was told technician will be sent in less than two weeks, its October now, and all this time the debiting. And later in June opened a case to terminate the contract, and that too has not been attended to, each time I call the call centre or walk into the branch, they tell me there's nothing the can do but escalate the case, it was been escalated more literally more 20 times. I have a both a mobile and LTE contract, yes, the faith I had in Telkom. LTE is the one with the issues, but because they both in one account, for October I decided to block the debit and pay for the mobile contract, they suspended the mobile as well anyway. So if I do not pay for both, the mobile shall remain suspended, and obviously they can't help me with that either. I have called the call centre countless times, and each time they say they can't help me, but can see that the cases back date to May and June, which is frustrating. In conclusion, what I have deduced from all this is literally no one can help me, be it a team lead or manager, NO ONE. I am most probably going to get a generated response, but just wanted everyone to know, do NOT take a Telkom contract, DON'T.

My experience as a Telkom Contract customer has been nothing short of appalling with regards to service application/migration customer services and honestly i will never ever in my life EVER even think of referring anyone to make use of Telkom's services. I get sent from pillar to post when calling Customer service, people dont have the knowledge of their own company products and the store website displays sales info that if false advertising. When asked to be put through to the head of the department i get put on hold and eventually after 30-40 minutes waiting my call gets cut off. Migrations are a nightmare contract and billing wise. i honestly wish my contract could be cancelled without incurring early contract termination penalties witch i will be taking up with my lawyer to determine breach. i am deeply unsatisfied and wished that i had never used Telkom as my ISP.

Telkom has not cancelled my fixed line as requested on 14 August 2017. I have received an Invoice for September 2017 and now another for October 2017. This is unaccepteble service as they are stealing from their customers.

Below a number of emails sent to telkom.

From: Linda Pretorius
Sent: Friday, October 20, 2017 10:17 AM
To: [protected]@telkom.co.za
Subject: Fw: Cancellation of [protected]

Dear Sir/Madam,

Please note this service was cancelled on the 14th of August 2017. I have now received an Invoice for September 2017 and an Invoice again for October 2017. Please note I called your call centre on 20 September 2017 and spoke to Zama Ladyfaira at your Telkom Call Centre with regard to this matter. I then called again as I was cut off and spoke to Lungile who asked me to email her the correspondence letter. (SEE ATTACHMENT). This line has still not been cancelled and I now request a refund as this is unacceptable service.

From: Linda Pretorius
Sent: Wednesday, September 20, 2017 9:26 AM
To: [protected]@telkom.co.za
Subject: Fw: Cancellation of [protected]

Morning Lungile,

Please find cancellation request form sent to Telkom on 14 August 2017. This is for the [protected] Line.

Kind regards
Linda Pretorius
[protected]

From: Linda Pretorius
Sent: Monday, August 14, 2017 8:52 AM
To: [protected]@telkom.co.za
Subject: Re: Cancellation of [protected]

Dear Sir/ Madam,

As per previous email sent for cancellation of fixed line [protected] please find attached of Identity document of the account holder.

Kind Regards
Mrs Linda Ann Pretorius

From: Linda Pretorius
Sent: Monday, August 14, 2017 8:52 AM
To: [protected]@telkom.co.za
Subject: Re: Cancellation of [protected]

Dear Sir/ Madam,

As per previous email sent for cancellation of fixed line [protected] please find attached of Identity document of the account holder.

Kind Regards
Mrs Linda Ann Pretorius

Dear sir / madam or for that matter anyone at telkom that cares about their customers.

Our business landline [protected] has been down since monday evening.
We e-mailed and logged a fault on tuesday morning.
I phoned on tuesday evening and was promissed it would be escalated.
I again phoned on wednesday morning and was told the same as the person I spoke to on tuesday evening and it hadn't been escalated it.
I again phone on wednesday afternoon and was told the technician was busy working on fault.
What a damn lie!
we have told them a branch fell on the cable line on monday night.
So if the technician was there working on it, I would definately see him as it is right next door to the office.
When I caught them out with the lie, I was told he was busy at the echange.
Another lie, your excahnge is right next door to our primisses and I can see if there are any vehicles in the exchange premisses.
All these people were going to put me through to a supervisor or get one to phone me.
Another lie; I was either told to hold on forever, cut off and to date no supervisor has phoned me.

So now my question to you is;
what do I have to do, just to ge my damn business up and running again?
who can I speak to get it fixed without lies and or false prommisses?
how do I claim from telkom for the loss of business?
who can I contact directly in future if I do have a problem, as I don't want to speak to a lot of liers?

so let us see if anything will come of this?

thanking you.
Regards,
chris van der westhuizen
s. A. Dog training college & kennels
tel: [protected] cell: [protected]
fax: [protected]
e-mail ; [protected]@sadtc.co.za / www.Sadtc@global.co.za