Telkom SA SOC
reviews and complaints

Name: [removed]

I lost my mobile phone on the 9th of June and it took 4 days to get an ITC number so I can report the lost to the authorities as the agents didn't know the correct way to blacklist my phone. I had to call in everyday and all of them gave me the same answer and no solution as to why they could blacklist my phone. I finally got my ITC number but I was made aware that an issue I asked to be resolved at the start of my contract (between January and February) was not resolved at all.

At the start of my contract I had a prepaid number of [protected] which I asked the agent at the Sandton store to make my primary number for my contract, which he didn't. I than called in a February to ask for this to be resolved and some sort of inquiry was logged to resolve the issue, I than got an SMS saying the issue was resolved but I found out recently it wasn't. The agent that logged the issue failed to inform me that I will be contacted how they would contact me verify that I asked for number change on my contract.

I went to do a SIM swap on Monday the 11th at your Rosebank store (where I found out the prepaid number was not changed as I requested months ago) I asked them for both my numbers and for them to make my 071 my contract number. They told me they have issues and couldn't do it and they sent an email to the back office for them to resolve it and they told me it will take 48 hours to do so. The SIM card given to me has a different number [protected]) and your agent at the contact centre says the is no record of my number or the query on the system.
Now I can't claim for a new phone because the number I was using at the time my phone got stolen was not my contract number and I don't have my 071 number which is another issue because that number is linked to all my banking, emails, work and other accounts.

I need Telkom to take responsibility for their mistakes and fix these issues ASAP, as they are in service breach to the contract we currently have together. If these issues are not resolved I will cancel my contract, log it my grievances with the Independent Communications Authority of South Africa along with National Consumer Commission and take legal action against Telkom for all the stress they have caused.

I have a mobile wifi contract of r269 a month which I can afford with my monthly allowance but this rediculious amounts you've been deducting are unacceptable.in april the debit order was r502, in may you never deducted (of which I assumed it's because you over charged me in april) now it's june I get a text r1000 debit order. This is not acceptable. My contact number is [protected]

Reference number: 3225101
Date: 09.06.18
After numerous calls to telkom, the order for cancellation of the device for telephone number: [protected], has still not been finalised.
A fixed-line lookalike sim & device was ordered - sim received after weeks and has been inactive since receipt. Due to the lengthy wait for the device, I purchased my own device & still the sim has not been activated. I called telkom twice a week, every week & was given the complete runaround; was even asked to rica the sim - which was a total waste cause it could not be done due to the inactive sim card & the sim was sent via courier so it did not need to be rica'd! Only on the 09/06/18 was I actually provided with a reference number (above), despite being told several times that a request has been sent for the sale to be closed. To date - absolutely nothing! I am 70yrs old & do not have the time to be chasing after this matter for over a month & a half now.
When will this be resolved? How difficult is it to close a sale on a device?

On the 18th of May 2018 we applied for a contract with Telkom Express Kollenade. When applying for the new contract we informed the consultant that we would like to keep our current pre paid Telkom number. On the 24th of May 2018 when were informed that the contract was approved. We collected the device and informed the consultant again that we would like to keep our existing number. We were informed it can take up to 5 days for the number change. On the 30th we contacted the call centre and were informed the request was never logged a case number was then received. We were informed that the switch over will take between 24 - 72 hours … Only on following up we informed it is working hours. The 72 hours is completed. The case is closed. My number do not exist and apparently we have to wait another 24 hours. The management at Kollenade promise response but do not get back. The customer care received from Telkom is very bad. Wish we never did the contract with Telkom. Today 13 June 2018 @

Good day

I hope who ever is reading this is having a better telkom experince then then me
I am writing this email because I have spent countless days calling in the call centre, being hung up on, advised poorly about which department can assist me, could not speaking to a team leader because she basically advised its not her department, told so many different stories, I now think that telkom call agent sell themselves just to get out of a call that the are poorly equipped to handle

I received no customer service at all not evan from managers

my query is simple... I got approved and re debited for a mobile contract on the 15th of may 2018, the funds is now ot of my account, telkom now advises me that the order was declined in the order process part, I have been waiting almost a month now for my phone only to be advised t is declined after countless days trying to get a hold of telkom
telkom has then advised they cannot log a fault for me due to telkom not being able to find me on their system

telkom has robbed me, and I have been told to call 10213 and 081180 - these two damn departments keep referring me to the other department

somebody assist me with this

n. B their are plenty of lawyers waiting to take telkom to court, I will bring telkom to its knees as per the consumer protection act, telkom has no system, they will be charged with mal and unprofssional practices and will loose millions,

n. B kindly assist immediately, please respond via email, and I will not phone telkom anymore, if you can not asssist the next step is to charge telkom as per above

have a great day

In November 2017, I didn't have any service for 19 days. I launched a complaint with ICASA in order to get my account credited.
In April / May I had an encounter with a Robert technician who were assigned to repair my line and he didn't manage to fix it but rather destroyed the service. Another technician had to be assigned to fix it. I had to open another case with ICASA to have the contract cancelled with Telkom as they were not keeping up with their end of the agreement. To support this request further, I submitted proof that I only have a 1.7Mb/s line, but pay for a 4Mb/s line.
They opted to credit my account again.

Since 2 weeks ago, I had intermittent service, but didn't want to report it since I know that my line will be cut again.
On 6 June, I had no internet and on the 7th I decided to report it.
Today a technician phoned me and said he will fix it. He came to my gate and said he cut my line and will return the next day to see what's wrong. My eife arrived home and asked him to move his vehicle from my drive way so she could enter. I told my eife to drive around his ldv. He got agressive and said I swore at him and started swearing and shouting and said I must show my respect to him.
I am sorry, but I bow to no man and this is unacceptable. I want this contract cancelled and will submit my cancellation form tomorrow morning.

Please help me cancel and reverse the billing of Showmax from my Telkom account?

Showmax V500000010299 09 May 18 - 08 Jun 18 R86.96
Showmax V500000010299 09 Jun 18 - 08 Jul 18 R86.96

My Telkom line is [protected] the voucher number is V500000010299

I was billed by Telkom for 2 months without requesting or activating.

Can you cancel and refund?

Thank you for chatting to us on 11 June 2018. Your conversation with the agent is available below:

Please hold for the next available Agent.

3:42:36 PM) (u'Mark Strydom', )> Please help me cancel and reverse the billing of Showmax from my Telkom account? Showmax V500000010299 09 May 18 - 08 Jun 18 R86.96 Showmax V500000010299 09 Jun 18 - 08 Jul 18 R86.96 My Telkom line is [protected] the voucher number is V500000010299 I was billed by Telkom for 2 months without requesting or activating. Can you cancel and refund?
3:43:22 PM) (u'Mark Strydom', )> 0780005012
3:43:31 PM) (u'Mark Strydom', )> 0780005012
You are currently being assisted by Andile Clementi Mteshane

3:46:04 PM) Andile Clementi> Thank you for contacting Telkom Residential FixedLine Billing Chat, you are chatting to Andile, how may I assist you?
3:46:28 PM) (u'Mark Strydom', )> Please help me cancel and reverse the billing of Showmax from my Telkom account? Showmax V500000010299 09 May 18 - 08 Jun 18 R86.96 Showmax V500000010299 09 Jun 18 - 08 Jul 18 R86.96 My Telkom line is [protected] the voucher number is V500000010299 I was billed by Telkom for 2 months without requesting or activating. Can you cancel and refund?
3:47:27 PM) (u'Mark Strydom', )> You still there Andile
3:47:54 PM) Andile Clementi> You will have to contact sales department 10213 and request they cancel the shomax and they will provide you with a ref order number once that is done you can log back to the chat and we will log a dispute for yo;u.
3:48:01 PM) Andile Clementi> Is there anything else you require assistance with?
3:48:37 PM) (u'Mark Strydom', )> Yes send them this message I cannot get through after 30 minutes on hold.
3:48:50 PM) (u'Mark Strydom', )> How frustrating
3:49:54 PM) (u'Mark Strydom', )> Can't reverse the Showmax billing and vouchers even though I never requested them?
3:50:00 PM) Andile Clementi> Apologies for the inconvenience Mark you will have to call in as we are a chat function we are unable to dial out and we are unable to organise call backs.
3:50:42 PM) Andile Clementi> Sales department does not have a chat function.
3:51:03 PM) (u'Mark Strydom', )> You can't send them a message to contact me?
3:51:24 PM) Andile Clementi> We are unable to organise call backs, Apologies for the inconvenience
3:51:34 PM) (u'Mark Strydom', )> They don't have email?
3:51:41 PM) (u'Mark Strydom', )> Or SMS
3:51:47 PM) (u'Mark Strydom', )> Or whatsapp?
3:51:55 PM) Andile Clementi> They do not have an email just the contact details 10213.
3:52:14 PM) (u'Mark Strydom', )> Can you inbox them for me.
3:52:22 PM) (u'Mark Strydom', )> Too frustrated now.
3:52:35 PM) Andile Clementi> Inbox them how Mark.
3:53:04 PM) (u'Mark Strydom', )> Just get their (Telkom Sales) email address.
3:53:31 PM) (u'Mark Strydom', )> You are telkom or an outside contractor?
3:53:41 PM) Andile Clementi> They do not have an email address just the contact details for the call centre you will have to call in Mark.
3:53:55 PM) (u'Mark Strydom', )> That is not the truth
3:55:27 PM) (u'Mark Strydom', )> I'll rather lodge a complaint
3:55:41 PM) Andile Clementi> To the have the showmax cancel the account holder will need to cantact sales department 10213 and request they cancel Mark. As chat billing i am unable to contact sales Mark. Apologies for the inconvenience
3:56:00 PM) (u'Mark Strydom', )> not going to do that.
3:56:31 PM) (u'Mark Strydom', )> I already went on hold for thirty minutes...
3:56:52 PM) Andile Clementi> That is the only way your showmax can be cancelled if you contact sales Mark.
3:57:06 PM) Andile Clementi> I do apologise but this is the billing chat department only.

Kind Regards

Mark Strydom

Mobile: +[protected]
Home Tel: +[protected]
Skype: markstrydom
Email: [protected]@gmail.com

2017 I took a 50GB monthly contract I bought mobile router CASH!. Few mounts I wanted an upgrade to 200GB day 200GB night which is R1049 every mouth.
SIMO your employee instead of putting me in to 200GB he changed me into 50GB (12 months contract) I told him I don't want a router I want Sim only, he said the route is free. After a day I realized that I still have 50GB I went back and told them the lady called Nonhlanhla helped me this time and she put me on 200GB, i left the The router with them Two weeks later I receive an email from Telkom saying I owe R4000 and my line was cut, three weeks later you took R3000 I don't know what did you do with it. It's been 2 months now I don't know what going on.i don't want to pay for the router I don't have and I don't want to pay for the 2 months I didn't have service.i have waited for too long can you PLEASE sort this case.

- 1 May 2018 went to Northgate Telkom (close to Checkers side) to give notice to terminate contract, processed on system reference number [protected] for cell number [protected].
- 2 June 2018 number deactivated, no calls or data.
- 4 June 2018 went back to Northgate Telkom to enquire when I would be back on prepaid, consultant sent email
- 5 June 2018 went back to Northgate, no response from email sent, and another email sent with reference number [protected]
- 6 June 2018 went back to Northgate, consultant called customer care and assured my number would be up within 72 hours which I aid was unacceptable
- 7 June 2018 called customer care, spoke to a manager Nonkululeko Buthelezi who requested an alternative number to contact me with feedback after 5 hours
- 8 June 2018 after no call from said manager, I called back and spoke to her, she claimed she communicates better with email and requested my email so she would get back to me later, which I did, which she did not. I called back to customer care and was placed on hold for 15 minutes, then disconnected, called back, put on hold for 24 minutes, then disconnected, called back out on hold to wait for shift manager for 30 minutes, then... U guessed it.
What has been my 'inconvenience' as you like to call it:
- my banking OTPs come to my 072 number
- nobody can get hold of me family, work, business, child's school in an emergency
- visitors to my residence cannot get hold of me via the intercom as my number is registered on the system, changing it is a very long process
- I'm having to tether data off my temporary number, different sized sim cards so can't put it in this phone. That means data usage for two devices and therefore I'm constantly topping up.

A full week with no cell number.

I have asked Telkom via their website (http://www.telkom.co.za), for a normal line transfer to my new address (119 Seascape Mews, Gustrouw Rd, Gordon's Bay) in November 2017. I also went to the Telkom service Centre, Somerset Mall in November 2017 to follow up on the transfer and if all is in order. (This should all be logged onto the Telkom systems for record purposes.)

On 30 November 2017, a Telkom (Coreline) technician come to our new residence to do the transfer as requested. After a while he came back to our residence and informed me that Telkom do not have any infrastructure in the complex we stay, and that he cannot complete the job.

Due to the lack of Telkom infrastructure, I had no other option but to cancel my services with Telkom on 12 December 2017.

Had Telkom informed me in advance that they do not have infrastructure in the complex where I have moved to, I would have cancelled the service in advance, and none of these issues would have arisen.

I feel that I am liable for my Telkom account up to 30 November 2017, but I will not pay for the 30 day notification period as that could have been prevented if the correct information was given. Telkom systems should be able to flag situations like this as this is due to a lack of correct information from their systems and personnel.

Will you please investigate the matter further.

I have been trying to cancel my Telkom Wireless contract now since January 2018 as it expired at the beginning of February 2018. I got a notification saying that the expiry date is in Feb and if I want to cancel the contract I needed to send a cancellation request +/- 20 days in advance. I sent the cancellation notification on 9 January 2018 but got no notification of recite or processing but took it as received. When I got my next statement I noticed that I was being billed for another month (Fed - March) for this. I contacted the call center to query this and was told the cancellation was never processed and that I forward send the original cancellation email to them which I did on 13 Feb and yet again I got no feedback or confirmation that it's being looked at. When I got my statement for the following month I was billed yet again for another month for this. I sent a follow up mail the agent I forwarded it to in Feb but no response. I contacted someone on the Chat line (8March) as after siting on hold for 2 hours with the call center I was still not put thorough to a agent to try and follow up with. And yet again was told to forward the original email I sent to cancel which I did, with a promise that they will send me feedback of what is happening. but yet again have not hear anything back form them at all. I tried again and was able to get thought to the call center (13 March) and eventual spoke to yet another call center agent that was not able to assist me, and was asked AGAIN to forward the original email with a promise to give me feedback with in 24 hour. Surprise, surprise...NO FEEDBACK AGAIN. Each month I get my statement and see that I have been billed again, and each month I try to get it resolved and get promised that this time it's been sorted. I just received my latest statement and yet again I have been billed for another month, witch means it's still not cancelled.

To whom it may concern,
I received the below email from Telkom and I contacted Telkom a lot during this week. The answer I get is that they cant help me and I must forward the email to them. The problem is that I have a Telkom contract that expires in 8 months and all the services as per their email is included in the contract details.
Louis Fourie
Land line number [protected]
ID [protected]

Dear Valued Customer,
In the recent past, you've migrated from a SmartHome or Do bundle to an alternative service offering. We've noticed that you still have an active internet account that was part of the SmartHome or Do Bundle, which you are not being billed for.
We will resume billing you for this service effective 1 July 2018. The charges, based on the internet account you are making use of, will reflect on your next bill.
Should you not be interested in continuing with the account, you can contact 10210 and request the service be cancelled.
We value your continued support.
Best regards,
The Telkom team

Hello, I receive my pension on the 25th of the month and my Telkom account payment is due on the 26th. Even when I pay (by eft) the account on the 25th, I get a late payment fine on my next Telkom account. This is unacceptible.
I have written to them before but have received no response.
My telephone number is [protected].
I hope you are able to get the due date pushed back a day or two, to allow the computers the time they seem toneed to exchange the information.

I
really
hope
you can help me...

with thanks
Patty Hardy

Good Day

I canceled my Telkom landline account mid September 2017.I was told that the account would take a month before the account was closed. December 2017 I phoned telkom to tell them that my account has not been closed as i still have debit going off my bank account.

June 2018 still have R500 debit going off my account. Telkom has a very shocking service.

Hi

I called into Telkom in April about moving from a 4mb to a 10mb. The agent on the phone has system issues and we had to cancel whatever arrangements we were making immediately. Then the next thing i know we have a technician at our house who checked our line and area compatibility for the 10mb line. The technician informed us our area does not cater for the 10mb line and that the order needs to be cancelled. We con tacted telkom and told them the feedback from the technician. Teh next month came and we were billed for both the 4mb and 10mb line. We called in and spoke to countless agents. They said they have a 10 working day for the credit. The next month bill came we again were charged for both lines. We called in and only wanted to speak to team leaders as an escalation. Keep saying 2 days we will sort it out or a week. It has been almost 3 months and we still being charged for two lines. We only use the 4mb line so we cant understand how they can even charge us for the 10mb. I have tried escalating everytime i call in. This is ridiculous.

Good day,
Morning lomon mare po box 1797 delmas 2210 farm leeuwpoort I am still waiting for my internet to be restored ref 180ctk280318 one of tech guys (I bumped into in town) said that I must take out the telkom line and go wireless and I said please go-ahead, he came to our offices and tested for signal and found everything that was required. Then he said that he will send a email for go-ahead and to change us to wireless (no more lines), but still nothing is happening can someone please do something? All I know is that the technical guys name is shawn and his number is [protected] I realy need something to happen fix my lines or bring me the wireless shawn said everything will stay the same I will just not have anylines but my account amount will be the same

Phoned for upgrade, received phone on 28 May 2018 and the salesperson informed me telephonically he will active the sim swap and the port. Went to Telkom Paarl on 30th May 2018 and they informed that is in process. Phoned 1 June 2018 teamleader Lerato Boleo (Durban Call centre) will return call. Never happened. Phoned 5 May 2018 teamleader Lungi Cele tried to do sim swop and adviced me to go to nearest shop buy new sim and so sim swop. I refused and she advised me she will speak to technicians and send me a email to confirm that my phone will be activated. The salesperson do not want the phone back and said unfortunately he can not help me with my problem. I am still not connected and can not get hold of any of those contact people

Was informed in sales department that the LIT service would be activated when purchasing a LIT Media box (around R1100), and that the package that I would upgrade to is includes LIT and just needs to be activated with the purchase of the device.

With this information, I opted to upgrade my package, incurring the additional costs with added data, but no LIT service, as I came to find when my data depleted after streaming one football match.

Called (and waited for a substantial amount of time, which is very expensive) Telkom, and they advised that there are links to follow to activate the service.
They sent those links, but were merely account logins for Youtube and Showmax.
Called again and it was advised that the LIT service was to be activated on their Website (which is a very poor website). This could not be found (doesn't exist).
Called again to be advised that the LIT services is to be activated using the SIM of the account. This cannot happen as it does not fit into my phone, but the real issue is that the service was to be activated, and another subscription is needed for the service.
This is informed way down the line, and there have been numerous top-ups to be connected to the internet, at additional data costs.

Many emails have been exchanged from that time, and there was a person who called to understand the issue, and got the retentions team to call.

The retentions team informed that it will be escalated to the sales team who have misinformed me to rectify/compensate.

Since then, there has been no call from Telkom (besides one to sell me an additional product - not knowing of my issues).

Countless emails have been sent thereafter with no response.

On 29 january 2018 i did an online request for my fixed line to be moved.
This was done in march. I did not receive a free portable phone as i should have according to my telkom account.
I have made many phone calls ([protected]/1287)and visits to the telkom store at lakeside mall over the past months.
On 29 may 2018, the store manager told Michael Khumalo, a consultat in the store, he was to assist me, and get me a phone.
Michael khumalo apparently spoke to Anneli Staats "in the back office" who was supposed to arrange a phone be delivered to the store.
Again i have made numerous phone calls to [protected]. I have spoken to maxwell, pabi and to mark on more than one occasion - still no phone.

Do you have any suggestions as to where to from here.

I bought a Telkom sim card to port my number from Cell c I used the method of which I was told to use after I received a message Stating: we have encountered a technical error when processing your port, please wait for one of our Consultants to call you, I waited no phone call from consultant received that was last week Wednesday, I called the To tell them about the error the next day and the Consultant that assisted me told me that I should open the Telkom sim insert it in another phone give her the number as well as the ICCID No. Of which I did, told me that error will be fixed in 72hrs of which that was yesterday, I then called again yesterday to be told that my number had not been ported I should send another sms to Portme#Id no.#ICCID no# did as I was told again. Today I call to find out that my number from last week Wednesday has not been ported instead they tell me to go buy another sim card when it's all the Telkom consultants fault for not doing proper follow ups no references to my request. Or notification it's totally unacceptable that a person has to battle to port a number then be expected to buy another sim card not to say a sim card is expensive but its time consuming, please work on your level of service its pathetic. No happy at all.