Telkom SA SOC
Reviews and Complaints

I have just copied the email I sent to Telkom regarding my cancellation which was submitted on the 23rd of September. There is a dispute on my account which according to the manager will be sorted within 72 hours and the debt written back. But I was handed over and now being hounded for money that I do not owe.

Email as below:
Good day

I have received a call from debt collectors regarding this issue so I will need urgent action from you!

I spoke to one of your managers this morning that said that the outstanding balance will be sorted/credited within 72 hours. MBDCS has contacted me saying that I have been handed over. Even though TELKOM has been taking their sweet time with my cancellation, now this is my problem. I have had no communication, or confirmation of any kind from telkom confirming my cancellation, no reference - NOTHING. I cancelled on the 23rd of September already, why in Pete's name is this not sorted already.

I managed to get the numbers this morning:
Ref no 153307497A
Dispute ref no [protected]

I have phone several times, upon which your incompetent staff tells me there is nothing they can do, you have NO platform for people to get help with this sort of thing and everyone has such a bad attitude. The worst service I have ever experienced with any company.

Surely, if telkom went to the extent to hand me over, they could have seen that there is an ongoing query on my account. SORT IT OUT BEFORE HANDING ME OVER, seriously this is not rocket science.

I need something in writing to present to them URGENTLY, if someone could please do their jobs. Anyone!

Yolandie Rawson
Number [protected]
Cell [protected]
ID [protected]

I am so discussed with Telkom, we are trying for over 6 months to cancell our ADSL copper wire contract with no success from Telkom or the people who work at College Square in Bloemfontein The people working there, knows nothing about customer service or customer feedback.

People at College Square Telkom branch is so useless in customer service, and I wonder if the delay is from them or the Telkom itself.

Telkom according to College Square branch did cancel the contract but they still bill us every month and take our money through a debit order, and we must wait who knows how long for our refund. I started blocking the debit order. No the outstanding amount is already R1654

After numerous attempts to get this cancelled or to assist, and even after threatening to speak to head office, Telkom keeps on billing me every month

I regret ever dealing with Telkom.

I have a contract with telkom mobile. Last year November I was due for an upgrade and ordered an iPhone online. The model I wanted was out of stock so I decided to wait. In January, two months later, it was still out of stock so I decidea to change the model I wanted. Then beginning of February I ordered another type of iPhone and the contract was approved and went through. Two week after it was meant to be delivered, they called to tell me they had packaged the wrong one and I would have to wait for another one to arrive. It has been 2 weeks now and I'm still waiting. I don't even have a phone anymore. Telkom mobile is by far the worst cellular network in South Africa and I regret opening a contract with them.

Copy of letter sent to Telkom CEO Mr Sipho Maseko:

Dear Mr Maseko

Complaint: Tel No. [protected] – Mrs M Popple

I am writing in desperation hoping that you will listen to my grievance with the service provided by Telkom. Here are the facts:

• Around the 6th Feb I called to log a fault with my phone line which was crackling and our ADSL service which had failed. We use this line also for our business and it is crucial to have it working.
• A couple of days later, Engineers came without notice and ‘fixed’ the problem.
• I received an SMS advising the problem was resolved. The phone line was no longer crackling. However, as soon as I connected, the ADSL failed again.
• I re-logged the fault as a repeat fault. I requested that the engineer contact me before repairing so that I can explain the situation with a neighbor who had recently had his phone lines manually repaired by Telkom engineers (we partly share the same cable on the property). I suggested that this had coincided with the start of my fault – when his was repaired. However, no one called me back.
• Again, a few days later I received an SMS advising that the line was fixed and AGAIN it was not.
• I re-logged the fault a 2nd time. The operative advised that they would inform their own supervisor and the engineers supervisor to explain how urgent this was. Again, I requested that the engineer contact me to check the details in case it may assist but they did not.
• Again, I received an SMS to advise the service was resolved only for it fail at the first opportunity.
• I phoned a 4th time and logged the fault. I earnestly begged the operative to escalate the problem but they informed me there was nothing additional they could do than what had been done previously which was make ‘notes’ on the system regarding my history. Again, within a few days I get an SMS and again it failed!
• I phoned a 5th time and was informed that it would be attended to.
• An engineer evidently came out and ‘fixed’ the problem. I was not contacted and no one came on to the property. The ADSL appeared to be working. However, the speed of my 4 MB line had been reduced to less than 2MB!
• I phoned to complain. The fault was logged.
• I heard nothing for a couple of days and phoned again. The service centre operative advised that it had been diagnosed as a ‘cabling fault’ and would be passed to the cabling department.
• I phoned the following day as I had heard nothing. The operative said that the cabling department are ‘back-logged’. The operative then said she would ‘clear the cache’ on my line to improve the speed. 5 minutes after she actioned this, the ADSL failed again!
• I phoned back immediately and the operative advised me that the matter was a cabling issue and she could do nothing!

The router is less than 6 months old and was working fine.
I am currently using mobile data to survive which is costing me a fortune!

Each and every time I call your service centre, the operatives have no means to escalate this repeating fault. I ask to speak to a superior and there is silence. They appear to be powerless to action any resolution. The engineers department appear to avoid contact with me as the customer – perhaps because they fear the fact that they are making an abmismal job of my repair.

Please, please check my history! Check the number of times I have called. Listen to the conversations. I have not once abused or insulted a single member of your staff. It is plain to me that they do not have the tools necessary to do their job and must be taking an immense amount of abuse from more aggressive customers who are losing their patience with Telkom! Help them and help your customers by empowering them to resolve issues instead of leaving them just to field complaints with no means to resolve them!

The truly ridiculous part is that all of them over the course of more than 10 phone calls asked me each time to ‘rate the service from Telkom' - bless'em! They must be 'targeted' for getting people to do the survey. Why not target them for number of faults fixed permanently without 're-bound'?

I have searched for a complaints department phone number but there is none. I found this address in the White Pages Directory.

PLEASE, PLEASE HELP ME MR MASEKO!

Good Day
Telkom sent an email on the 12/09/2016 that the would activate the ADSL line I requested by the 13/09/2016. When it was installed I asked the Telkom consultant via telephone for my current phone number because I wanted to my line moved to Afrihost. The number I was given was incorrect, according to afrihost and I had to call telkom again to get the proper number. After I had confirmation I was on Afrihost I asked Telkom what my first payment would be and was shocked to find out it was going to be over R900 rand since the fact that a double payment was not discussed with me. After that My landlady came to me and asked why her account also had an extra number to it and why she was being charged for an ADSL line. Since then we both have been calling and emailing telkom to cancel the extra line and credit her account. They have since then done nothing except charge another premium each month. We both would like the line cancelled and her account credited. I continue to pay my own account each month and she has been paying her account. We will not pay the extra number that no one asked for. I have attached some correspondence and have more if needed. My landlady can be contacted on [protected] or [protected] and I can be contacted on [protected].

I want to know where I can lay an complaint? I have reported my dead telephone line and adsl line the 1/02/2017, on the 3/02/2017 a technician pitched at my place trying to fix the line with no success. I was told by the technician that there are suppose to be 8 lines on our service line working and only 3 is working properly. My reference: 27crk010217 I climb in my car 4 times now to follow up on this and every time they told me the matter was passed on to a technician and he will contact me shortly, I am still waiting! We are now 2 and a half weeks from the 3/02/2017. Thursday 16/02/2017 I phoned them again and the guy was very helpful and give me and escalation ref. 956361. About 10 min after I spoke to him a lady called me and ask me what is wrong with my line, hello, you are suppose to tell me what is wrong with the line, not the other way round! She promise me she will send out a technician the next day, friday, I stayed home waiting for the technician the whole day an no one pitched! I actually cancelled my appointments to wait for telkom! No phone call what so ever and I am still waiting! You know, we are running our consulting business form hom, we loosing clients and we don't have access to the internet eather to run our business. Yesterday I phone telkom again and guess what the lady I spoke to told me to use the internet to make a complaint, hello, I can't use the internet, my line is dead! Just some more info to the situation, over the past month or 3 they upgrade our boxes and exchanges in the area and since then we constantly sitting without our telkom line! Seems the people working for telkom do not know what they are doing! You expect from me to pay my bill the end of the month, but how can I pay the bill if I did not have a service to use for the past 3 weeks? Hope somebody can help me, I am so frustrated you do not understand!

For the past four months since November 2016 I have been phoning telkom to put my phone limit to zero and everytime the consultant said yes they did put the limit to zero every month telkom debit my account with R700 the contract I took is only R199 I can't be paying R700 every month whereby the contract is R200 and every consultant keep on saying they change the limit.This is by far the worst customer service I am receiving monthly.I just phoned again today to ask why my account was debited R700 again the guy told me it will only be debited R200 from March. This is the last contract I will ever in my life take with telkom and please my fellow customers I advise you to do the same worst customer service ever.

In November 2016 I cancelled my telkom landline. It had just been installed and yet I could not use the phone as I couldn't hear anyone and no one could hear me on a call. Although I requests ADSL there was no signal! Received an automated response to my cancellation but have kept receiving bills. I am tired of sending emails and calling them. They do not respond or care.
Tried to downgrade my moms acc in nov 2016, remove ADSL as she wasn't using it. Same story, automated response but they keep billing her. My last communication regarding my and my moms account was last week at their Telkom shop in Rosebank. They can't help but let you call 'cancellations' from there. Got through to a very rude person called Kevin, requesting I email all my correspondence AGAIN. When I objected to all the rehash he simply said 'well then I can't help you!' I give up. Telkom has gone down the drain

I have had an outage for over 8 days now. I have escalated the problem in Telkom to no avail. Telkom will not let me call their technician or speak to a manager. I do not know what else I can do to resolved the issue. This also comes on the back of a technical issue that took Telkom from end Nov 2016 to mid Jan 2017 to repair.

I initially report the current fault on 11th February. I kept on phoning on a daily basis to received updates. The fault was escalated on the 17th February with Ref 957378. The landline number that is faulty is [protected].

Please help sort out my adsl subscription and billing problem!

I have been trying to sort out this mess, initiated by telkom, since the beginning of november 2016.

The problem is that telkom initiated a 100g softcap contract with dsl faster plus bundle in november – (This was not asked for and is not wanted).

A summary of my current package situation is as follows:

1. Unwanted/un-asked for contract – has been reversed
2. Unwanted/un-asked for softcap 100g – has been corrected to softcap 40g
3. Unwanted/un-asked for dsl faster plus bundle – must still be changed back to dsl fast bundle.

A summary of my current billing situation is as follows:

1. Contract fee (R1, 119.42) – has been reversed
2. Invalid interest charged (R20.51) – must still be reversed
3. Dsl contract fee (R248.76) – must still be reversed
4. Softcap 100g (R185.75) (Difference between 100g & 40g) – must still be reversed
5. Dsl faster plus bundle (R1, 169.81) - must still be reversed
6. Original contract discount (R-47.36) – to be reinstated from january 2017.

Your billing department is unable to help me until my asdl package has been corrected.

My attempts to get my dsl faster plus bundle (Which by the way was not requested!) changed back to dsl fast bundle has thus far been unsuccessful. Your call center agents say that they cannot make this change without a managers approval. A call center agent called fanele (Email - [protected]@telkom. Co. Za) apparently forwarded my request on to his manager, tabiso mahlahlo, on january 18th, 2017.
I have since called back to speak to fanele or tabiso on february 1st, 2nd, 3rd, 7th, and 13th and every time I get told that an email will be forwarded to tabiso to call me back.
Well here we are february 20, 2017 and tabiso has still not contacted me.

This problem started on november 2nd, 2016 when we asked for a once off top up of 100g. We were told this would cost r269.
Your call center agent (Kerisha) told us that for an additional r49 we could upgrade to 40g softcap monthly package, which we accepted (Ref no. : 151249428a).

Nb! The two amounts mentioned above of r269 and r49 p/m are the only additional amounts that we agreed to! Your voice recordings will prove this!

On november 9th, I called telkom to find out why we were only allocated 50g once of top up instead of 100g.
At this point telkom incorrectly started a new contract on our behalf (100g softcap contract with dsl faster plus bundle).

Please take note that we did not ask for this contract – we did not ask for an upgrade to 100g – we did not ask for a faster internet speed (Dsl faster plus).
We (I. E. My wife or i) were not told about any of the costs for the new 100g contract nor did we agree to any of them – again, your voice recordings will confirm this.

Please help sort this problem out.

The incompetence or apathy on telkom’s behalf to sort this problem out is ridiculous.

I will also be posting this to hello peter – maybe that will light a fire under someone’s a.. !

We haven't had internet access in my home for the last few months, there is a problem with the actual telkom line.
The technicians that were assigned to come and sort it out, but they never came, they never fixed the problem and they flagged the case as resolved and completed. My husband and I have called in multiple times, eventually we were told a technician will come out this Saturday - we waited the entire day waiting for the technician but no one came. I called into the call centre to follow up today (20/02/2017) and the agent tells me the technician (Meshack) closed the case again - with comments that he had come out and tested and everything seems fine - which is an utter lie! Nobody came. I am disgusted that technicians can lie like this, they should be reprimanded! We pay alot of money to Telkom for a service that doesn't even work! Furthermore, they have been collecting debits from our account monthly, note we have had zero connection to the internet, so now I will have to face another 3-4 month debacle to get the refunds credited to my account? This is unacceptable!

Old/First Reference No: 566CRZ400117
Fault Logged on 04 January 2017
Was flagged complete on 13 January 2017 by the technician

Problem was never resolved but the case was "closed"
I have logged another fault:
Reference No: 618CRK100217 I spoke to someone by the name of Nelson.

This was the last reference number I was given by the call centre agent. I called in again to follow up and another agent says to me that this number does not exist in the system!
Reference: [protected]
Name of person I spoke to: Joyce

My account number was [protected]
Allan Morris id [protected]

2127 Constantia Drive
Wilderness 6529

I emailed the Cancellation form with supporting documents for cancellation of my adsl service on 22nd Sept 2016. No follow-up communication from Telkom. I phoned in November as I was still receiving bills.
ADSL and phone line disconnected after my phone call, with the 30-day notice period, line cancellation date should have been 22nd October 2016.

On 10th November 2016 a payment for R865.79 was taken from my bank account.
On 9th December 2016 a payment of R841.50 was takne from my bnank account.
On 9th January 2017 a payment of R496.11 was taken from my bank account.
All these bills were AFTER the agreed cut-off date.
Including the R700 deposit which applied to my account (repaid after the final invoice) Telkom should provide a final invoice for R2903.40 credit to me, plus interest.
I have not received any final invoice and when calling the billing department I am told there is no outstanding money due!

An escalated dispute was opened on 10th Feb reference [protected].

Good day,

Please assist me as I have no joy when being assisted by Telkom.

On 16 January 2017 I contacted the call centre on 081180 because I was interested in the deal on page 3 below where you receive a Huawei P9 and a Tablet. I was signed up by a lady called Zamaswazi Mkhize who took my details over the phone and activated the contract deal. The debit order subsequently left my account on 18/01/2017 (R499.00) and I was told to expect the package within 7 working days. I eventually received the courier on 25/01/2017 but found that only the phone was in the package. I contacted the same number above and was told that they cannot provide me with Zama’s contact detail as their call centres are located in different areas. I was given her email address and as you can see by the emails attached, she ignored my emails for a period, then promised to get back to me with feedback, then gave me her manager’s email address, then nothing! I have not received any feedback and feel like I have been deceived as what I ordered has not been delivered to me.

http://deals.telkom.co.za/issues/2016-11/#page3

Please assist me as it’s been more than a month with no feedback from Telkom.

I took my iphone cellular mobile to baywest mall to be repaired as my battery was faulty. I asked them what I needed to bring to get my phone repaired. I was told to back up my phone and bring my proof of payment and my phone would be back in 7-21 working days . I have been to the telkom as least once a week to check if the phone is there. I have also received a sms to say I must follow a link to disconnect my icloud username from the phone unless it wont be repaired. I did exactly that. On the 19th working day my dad went to work at the baywest mall and also went in to telkom to ask about my phone. On the 19th day they told my father they need my password for my phone. Are you serious? after me being there at least once a week they couldnt tell me that that? this service is pathetic. I move from cell C network to telkom and it seems as though it was the biggest mistake i didnt expect this from the so called best network. i am extremely disappoint. Now i am moving to a different province without having my phone in the stipulated 21 working days. PATHETIC!

I have been using the Telkom LTE network at home since 2015 with very little problems and quite good internet speeds. My internet first started dropping severely in September 2016, at which point I submitted my initial complaint. I received a response from Telkom stating that a case had been opened and that their technical department would be in contact. Around mid October 2016, after my internet had somehow gone back to normal, I was contacted by Telkom technical to arrange a meeting for them to inspect my connection at home. They came over and found all to be OK, as the internet issues had somehow sorted themselves out.
In late October 2016 the issues returned, I contacted Telkom again and again I received the response that their technical department would make contact to resolve the issue.
Now, 4 months, many attempted calls and multiple complaints on social media later, I still have not been contacted by Telkom technical. On one occasion I called the LTE call center and requested to speak to a manager/supervisor and was placed on hold for 45 mins waiting for the person to be available. They then came back on the line, thanked me for being so patient and informed me that I am being connected with the person. another 45 mins on hold later the call finally dropped!
This has severely affected my work as I work from home often and require reliable internet to do so.
What options do I have, as I'm sure this lack of service constitutes a breach in my contract with them?

Phoned Telkom 7 times and non of their phone consultants could help me, repair the slow speed of my line. Every time I was told that the line will run at normal speed in a few minutes time.
On the 8 time I was provided with a fault login, the tech came out the day after, he couldn't fix it (4 hours went by, he gave up), he said he will be back the next day with someone else to help him fix the problem.
The following day I waited and waited, I decided to call Telkom and ask about the situation, I was told that the tech log that the issue was fix. I was apologized to and a new fault login was created.

It seems that the help center and technicians personnel is insufficiently trained, to me I was just lied. I'f I did that at my company I would be fired. What is going to happen to these personnel?

We experienced problems with our land line in december 2016. We waited for almost over a month for it to be rectified. No internet, no phone for the whole of the december vacation. ... Was told that its being atttended to...

Further to this, we had a problem with our telkom mobile. The contracting was coming to an end, so i went into the store at chatsworth to renew the contract. I was informed by the consultant that new contracts were coming up and i should wait. So i decided to wait. I was told that if i dont upgrade or renew my contract, it would automatically go onto a month to month basis. I signed a form, and left.
The contact was taken for my daughter who is at wits. I was informed by my daughter that her phone was not in service around the 30th of january. On the 31st i contacted the call center, the consultant informed me that it could be a network problem, when i told him that my daughter was experiencing problems with her phone... And it shows no service. Later that same day i called back, this time i was told that the contract was cancelled. I informed them, it was an error and if i could get the contact reinstated immediately as she uses it as part of her academic studies. I told them it was an extremely urgent matter.
I was told that the matter would be escalated and should get feedback between 2 to 72 hours. Every day since then i phone the call center, always told the same thing... Escalated to managers, to technical people at the back office, even managers of the techincal support staff. I am also put on hold for the consultant to review my case... Sometimes up to half an hour, only to be told the very same thing... Case escalated... Many times also promised that i would definitely get feedback. On the 15th and 16th of febuary after the consulatant made me hold to investigate, the made me hold on the line for approximately half an hour and one hour respectively... Then the call went down. They cut me off.
I was informed that the number has been assigned to another person on prepaid. Recently i triesdcalling that number as an alternate to try and slove the problem on my own with the person who took the prepaid contract. To my surprise it went to my daughter... I was totally shocked... Now i cant understand... She can now receive calls on her number... The number is assigned to another person, and she cant make calls, but receives calls an her number again... Can you please help. 16 days has gone by nad i am at my wits end... Please please please help... Thank you

I changed my post paid Telkom landline to ADSL for Data purposes in Oct 2016.
According to Telkom I would then pay for landline rental and the ADSL /month only.
Now however there has been added a Contract for R365/month since December 2017 that I have to pay.

I then was informed that it was for Yellow Pages advertisement but turned out to be for Directory listing and when I tried to cancel the contract and to be reimbursed, I was informed that they will remove my name from the listing but I would still be liable to pay for the contract by Karabo Nkosi the service consultant. I replied to his email asking his seniors to contact me to discuss the situation on 15 Feb 17.
There has however been no response.

I would like my name to be removed from listing and to be reimbursed for the payments from Dec 16 to Feb 17. Total R1095

Email from telkom on 15 Feb 2107:

" Good Day Mrs Jacobs

I spoke to my seniors and I was informed you don’t have a yellow pages contract but it’s a directory listing and optionally, your name was registered under the directory listing.
We can remove your name although, you will still be charged the same mount

Regards

Karabo Nkosi
Customer Service Rep | Telkom Retentions
www.telkom.co.za | [protected]@telkom.co.za"

my Account number: [protected]
Telephone line in question: [protected]
Invoice number Dec 9 2016:612B10157731

I haven't been informed about this cost and never signed any contract in this regard

Sari Jacobs
[protected]

Responded to promo via sms 42481
Received no response
Contacted 1023 spoke to siyabuela who assured me he will do same deal
He asked me to go to telkom store and request a free wifi extender
Went to pavilion and thereafter gateway and was told no stock
Called 1023 and was informed that i do not qualify for free wifi extender
Complained that this was promised by siyabuela to which they were indifferent
Received an email from siyabuela apoligising for the error and referred me to promo
I was obviously disappointed and asked to speak to supervisor
Was put on hold for 20min and then informed that i should call complaints dept in pretoria
I did and was informed that the matter will be investigated
Tyron called me from012 688 8888 and i explained that frustration
He promised to email someone to consider sending an extender as i, from his point of view should receive this
He promised to cc this to me which i have not received to date
All i am requesting is that telkom send me the extender as per advert
Mr maharaj
[protected]

I have been receiving daily complaints from "the postmaster" saying that I have used over 75% of my allowed quota and will I delete some e-mails. I did not understand as there is no reference in my Contract with Telkom to any e-mail quota. I replied to the postmaster, several times, but the reply was sent back as his/her e-mail address does not receive correspondence. HOW INCONSIDERATE, IF NOT STUPID.
I then found that I should respond to "[protected]@telkomsa.net" which I have done more than 20 times. This produces responses from various individuals, apologising for the inconvenience, but with no explanation. A couple of weeks ago I spent an hour or so working through my "deleted items" and re-deleting about 4000 e-mails. Next day I got another message from the postmaster, and the total usage he/she claimed had increased a little, not reflecting the deletions I had made in accordance with the request.
This morning I gave up another hour of my time, phoned 10210, which is usually useless and leads to a 30 to 50 minute delay before getting someone to speak to, but was connected to lady called Thando, who understood my problem and asked me to "go to [protected]@telkomsa.net, and to delete my e-mails from my list on that website. I did this, deleted about 15 months' e-mails and noted that my usage had apparently reduced by almost 2, 000.
IF THIS IS THE ACTION REQUIRED, WHY DO NOT YOU SILLY PEOPLE SAY SO? AS FAR AS I CAN SEE TELKOM'S MIDDLE MANAGEMENT CONSISTS OF A SET OF NINCOMPOOPS WHO HAVE NO IDEA OF HOW TO OPERATE TELKOM'S BUSINESS.
Fortunately for you guys there is very little alternative to Telkom, in SA. Otherwise you would all be out of a job.

Let's see if anyone responds to this complaint.

Michael Dyson

[protected]@telkomsa.net / [protected]