Telkom SA SOC
Reviews and Complaints

During the past few weeks I have discovered that we have been handed over to Debt-In for outstanding Telkom fees. Since January 2020 I have had no communication from Telkom about any outstanding money. My "issue was resolved" in January 2020 as they could not provide internet at the my new address. We moved in December 2019 did the online request for transfer of line to the new address 30 days prior to our move. Once at the new address had to phone a number of times to request connection. Eventually Telkom discovered that they do not provide fibre in the new area and closed the account. The account was fully paid up at this point but the January 2020 Invoice had to be deducted, which they did not do in full. Only a partial amount was refunded and so the outstanding fee. I was not sent the February 2020 invoice, did not hear anything until a few weeks ago. This should have been an easy and simple thing but they have waisted money and peoples time by not deducting the correct amount.

How do I resolve this issue?

I have Telkom wifer whereby I paid R199 for 10g during the day and 10 at night. When the contract expired I was called to renew for the same amount R199 for 20g during the day at 20g at night. I repeatedly asked them that the increase of the data does not have financial implications. They said no I will still pay the same amount. I did not want more data as the 10g was sufficient for me. To my surprise from March they deducted R350 from my account. I wrote emails complaining without winning.

Can Telkom please retreave our communication and rectify this without delay. I have no money to pay for the data they have increased without

Good day

Please assist. i have insured my cellphone just after i took a contract and then now my phone was recently stolen. to my surprise when claiming i was told that I have insured a router and not my cellphone. I have asked for the recording since 08.05.2022 and to this day no results. I have called 1000 times and it seems NO ONE IS CLAER OF WHICH DEPARTMENT can assist me. I feel stupid as such a giant company has doggy dealings :(

At the end of March, Telkom supposed to deduct the amount of R1743, 79. They deduct the amount of R3751, 74. Why that amount, and nobody at Telkom can explain to me why that amount has been deducted. Telkom you owe me a total of R2007. 75. I will not except this. I am a loyal customer at Telkom. Till now i am struggling to get that amount back from Telkom.

I called your Telkom wifi contract department today and spoke to a lady by the name Andile.

She sounded competent but she clearly is a perfect ambassador for Telkom because she promised to send me a statement of my wifi usage as I was disputing that my wifi has depleted and she said "I will send any minute from now" and I still have not received my statement.

Telkom services in general is honestly very ridiculous and exhausting that your agents struggle to resolve simple queries.

First phone call was made on Friday, 20th May, numerous times before getting through and speaking to Busiswe.

Second phone I made, Monday, 23 May spoke with Sipho.

Today is 24 May, spoke with Phumla.

I have been calling your support line since last Friday and still to date, my problem has still not been resolved. I have spoken to 3 different agents from your call centre and they are all giving me incorrect information. Busiswe, Sipho and Phumla Mzukwa. Your service is appalling and will never recommend Telkom to anyone in future. Mandy Ntuli, I do hope that going forward you will ensure that your staff is trained properly so that all your agents sing the same song and not give incorrect information to loyal clients.

My name is Melusi Nkambule.

I changed a bank account last year Dec on January i changed the debit order date after being advised by my employer. I was told that it would be effective on the following month which was Feb, i paid manually and Telkom didn't debit on both dates. I wasn't aware until Telkom pernalised me on Feb which i disputed that penalty then my service was suspended in March. I had no choice but to borrow airtime from Mr Price and went to prove that there was enough funds for Telkom to debit my account. Then message came inn saying case closed, but i was left with a debt of Mr Price. I gathered the prove of purchase and send it via email to a consultant by the name of Dimakatso lodging a dispute for refund from Telkom. To my surprise Telkom don't bother calling me but keep on sending messages that says case resolved. If i was in the wrong side was not going to avoid paying a penalty of r202 and put myself on a debt of r383 of Mr Price and the bank statement which costed me a R35. Everytime i call to speak to a manager im told his/she's in a meeting, even going to the nearest branch is a nightmare i must take a day off because of a very long queue.

I even regret choosing Telkom over the other service providers, because they are loyalty to their customers judging from the empty of their branches.

Even the consultants of Telkom are very rude they don't mind cutting calls. The worse of all since i took the package August 2021 i've never received even a single statement not even a phone call.

If in this platform i get no positive help i will be left with only one choice to blaclash Telkom and lodge a complaint with ICASA. By taking that route i will be taken seriously, on March i lost 4points on my credit score because of Telkom.

If i had enough money was going to part ways with Telkom 1st thing tomorrow morning. I will make sure people around me play far away from Telkom as it keeps on victimizing us, i'm very very disappointed with Telkom.

My contact is [protected] and [protected]

I approached Telkom V & A Waterfront branch for an Upgrade.

I explicitly requested that the previous contract to be cancelled with immediate effect as i was well into my 20th month already and that i had no qwelms paying the remainder of the month etc. i signed the Cancellation forms and was assured that the contract will be inactive so much so that the Store manager removed the sim card from my cellphone and advised the sim card will be inactive from that date 20 March 2022.

The new contract was activated. I was given a new sim card, The store consultant assisted by inserting the new sim card into my cellphone. We checked the balance and as he advised only data pro rata from 20 March 2022 was loaded and that from 1 April i will receive the full contract amount.

When i received my invoice it is evident that the previous contract was NOT CANCELLED as per my instruction.

i have called numerous times and approached the stores however no-one can assist as they just do not know what to do.

Please rectify this failing which i will have no other option than to issue a letter of demand for cancellation, full recovery of all monies illegally deducted and the Legal costs incurred.

Dissatisfied TELKOM customer

[protected]

Good Day,

Please note my Telkom account was given to Nu Debt for collections, My account was debited on the 30 April 2022 by Nu Debt of an amount of R1323.68 which according to Telkom was incorrect and an amount of R1800 should have been debited, This has resulted in all my devices being suspended due to the incompetence from Nu Debt, I would like to know if Nu Debt is going to compensate me for the time I cant make use of my devices which is not even my fault as this should have been done correctly to avoid this issue, I have even tried to contact Nu Debt multiple times on [protected] and [protected] and it just keeps ringing and no answer and I keep being redirected back to the operator, the service from this company is horrendous. Please could someone explain how such a mistake was made up on your side as according to Telkom the correct amount should have been debited in the first place, I will be laying a complaint with the Ombudsman as well as this is unacceptable that I have to encounter this issue for someone else’s incompetence.

Now again my lines have been suspended because a payment that was debited on the 30th April has still not being allocated and its been more than 3 weeks and according to Telkom it should be 7 working days.

I am experiencing major issues with Telkom now for the past month for other people that are not doing there jobs when they suppose to and it affects the customers

Really pathetic service from Telkom

I phoned telkom three weeks ago to cancell my service, the lady I spoke to told me that I should first pay my account, which I understand that I should pay it,

But in the mean time my account are running in arrears now as they did not stop it, I feel that they are putting me deeper in debt and in the end I can’t afford to pay it all, my account currently has a huge amount that I must paid, with our current economy in South Africa we are struggling,

Just cancel my account please so that I can pay the amount off in two instalments.

You Telkom are putting me further into debt

Please just cancel it and I can can pay it off in two installments

I went to Secunda, Telkom store and the following happened:-

On 21 Feb 2022, I went to Secunda, Telkom store and requested shifting of my Telkom landline & ADSL connection from current address to new address. (since I was moving into a new house in same area Trichardt, Mpumalanga)

The store agent Anthony at Secunda, said he has logged a call to shift and upgrade the connection / service to Fiber. He requested to wait for few weeks.

After 3 weeks, I went to store, store agent Anthony at Secunda requested me to wait for 2 more weeks and be patient until technical department installs the Fiber line.

First week of April 2022, I went to store again, Anthony consulted his manager and this time the manager said Anthony has done a mistake and Telkom cannot provide Fiber connection as there is no Fiber in the areas in my new address.

She said Telkom will move the landline & ADSL as it is and requested me to wait & be patient.

Another week passed and nothing was done.

I went to store and the manager said the line can be transferred but not the ADSL. Technical department put a tick on bad copper and they cannot log a call for transfer of ADSL.

While all this was going on, invoice for feb 2022 and march 2022 was deducted from my account.

At the same time, request for credit was also logged.

By 15 April 2022, Secunda store manager gave up and said the landline and ADSL cannot be migrated to the new address. Telkom cannot generate CBS number required for technical department to move the line to new address.

I requested that landline be moved at least or to provide an instrument by which I can use landline phone, but this request was also turned down by saying its not possible.

Now the store manager Tshepo was also involved, she assured me that we can apply for new order for LTE with a SIM and this will work for me and I will get a new phone with same number and internet as well.

After this until 06 May 2022, Telkom store agents and store manager Tshepo struggled to load new order, saying the old orders logged cannot be deleted. For 2 weeks Telkom store agent and store manager Tshepo struggled to delete older orders.

Since last week, Tshepo store manager at Secunda store has been informing me that the new orders cannot be loaded as the agent Anthony’s password does not work on the system.

I have been waiting since 21 Feb 2022 just to get back my landline and internet, back, but the Telkom store at Secunda has not been able to assist or help.

I have been retrenched, being a "good" telkom customer I decide to call n advance and tell them I will not be able to make payments and they should not debit my account,they tell me it's not an option. So they forcing to debit my account that will not have funds. I can't make payments arrangements either because I have to be in arrears first before I can do that.I can't cancel the contract because I am expected to pay a lumsum immediately once or else I will be blacklisted. What solution does telkom have for its customers, who are in situations out of their control? For a big company like that,I am disappointed at such treatment of their customers. What recourse do we have as customers?

I attempted to have my DSL line moved, after many many calls, Telkom refused, so on 3/11/2021, as instructed by a Telkom Call Centre agent, I emailed the cancellation to [protected]@telkom.co.za, cancelling my entire service from Telkom.

I am still being billed, none of my emails have been acknowledged, and I receive conflicting information when I phone the call centre, but no reference number, as the agents constantly advise me to call other departments.

I am now receiving sms's from Telkom about this "outstanding account". I have a very good credit rating, and if Telkom causes me any problems in this regard, it will be devastating - although I do feel that this is exactly what they are trying to do. AFter all, how difficult is it to cancel my service after they refused to provide a service at my new address?

I am at the end of my tether, I really don't know what to do next, I urgently need help.

I have purchased the online Telkom Pre-Paid Fibre and paid R999 on the 28th of April 2022. I was issued a user name and password for the Customer Portal and logged in. I have a Account Number and TIN No. I have ow called Telkom 10210 and spend hours trying to Ping the router just to find out that the order is not processed on Telkom Pre Paid side. I have now spend hours talking to agents on 10213 and mailed [protected]@telkom.co.za with no feedback nor can anyone assist.

I have spoken to Managers that promised to call me back and yet no call's. All efforts are falling on death ear and I am shunt from one dept to another.

I am stuck here as my Complex/Estate have signed exclusivity with Telkom and I can not use another ISP.

Account [protected]-6 : TIN3871833

I placed a pre-order for a Samsung S22 ultra on the 23rd February. The deal was competitive and I was excited for the new phone to arrive. Samsung launched the S22 series in South Africa on the 11th of March. After the order was placed (credit check completed) I never received any communication with regards to the device. I found this a bit concerning and upon contacting the online team, they seemed clueless about the order I had placed. After numerous phone calls, I eventually got in touch with someone who assured me that as soon as the phone launches, I will be updated about its delivery. I still have yet to receive the call from the online team. I was made aware that the online team have a completely different system from the team in stores, so nobody could help me at a branch. I then decided to place another order (29th March 2022) at the Canal Walk branch, for an S22 ultra in hopes that I would receive it sooner, and then would just cancel the other order. I was told at the branch that there would also be a waiting period but the friendly consultant said maybe around one to two weeks waiting time which I patiently accepted. After a week of not receiving any update, I decided to go follow up at the branch. The consultant told me the same excuse that I always got, that they have no stock and will be contacted once my device is ready. Fast forward to the beginning of May month and my patience has run out because I have still not received my device. After following up YET again, the apathetic consultant just told me "No stock". I was also told that the galaxy buds pro that is redeemable with the device (R4000 worth) is no longer valid because the redemption period has expired. When I asked to talk with his manager (because I was very upset) he just nonchalantly told me "he's not here".

I am at my wits end with the service of Telkom mobile and will discourage anyone from ever supporting them after the terrible service I have received despite their competitive pricing. I must iterate that all consultants (except one) were generally friendly and sympathetic towards my problem, which I appreciated. I realized that the problem sits with the management because they cannot provide what they advertise. This complaint is a last ditch effort to try and make some progress with my order, if I cannot find a solution hereafter, I will purchase something else from a different provider.

This is so unexceptable, I will not pay that fee, I phone just before the 15th to change my bank details. Bank account was not a month old. They old me I can only change after 3 months so I eft. And this is what happens after all these years I have been with telkom. Please correct asap. now that i phoned again not even after 2 months now can they pay, why cant all just do there job.

why should i pay this, if i never ever did not pay this account. please sort this out asap

Since the floods on 11 April 2022 ,we have had no Telkom wifi signal at our house in Crestholme. We have phoned Telkom on a continual basis, sometimes even daily. Telkom just allocates us a fault number and after a few days they close the fault number, when I phone to enquire why the fault number has been closed, they advise me that wifi has been restored and they even give me a time. We check the router and there is definitely no wifi. We have tested our router with them, while they are on the line, we have rebooted and done everything they have advised us to do and still not wifi. We have taken the router into the Telkom offices at Watercrest Mall and they have tested everything and confirmed that there is nothing wrong with our equipment. They (the Telkom shop), have on numerous occasions advised that the Telkom tower in Crestholme is not strong enough to service the whole area. My husband tracked 2 Telkom technicians driving in our area and they too have confirmed that the generator, powering the Telkom tower batteries is not strong enough to send signal to the whole area of Crestholme. They came home with my husband and tested our modem etc. and confirmed there is nothing wrong with our equipment and confirmed that the Telkom signal is too weak to reach us. We are at our wits end as we are trying to run a business from home and losing business on a daily basis, due to our slow turnaround time. Our frustration levels are extremely high with Telkoms service delivery, and this is just not acceptable anymore. Something has to be done immediately. We are paying for a service that is not delivering their side ! and they just don't give a dam.

On 09 April I went to the Telkom site to order the promotional data (fibre) contract for R399. I was not sure of the lead times to installation, so asked for someone to call me back. I received an SMS confirmation that someone would call me back.

I think it was on 11 April that I was called by a young man from the call centre. After our discussion, I told him to proceed with my order. On 21 April I received another call from a young woman, stating that she is responding to my request to have an agent call me back. I explained to her that I already spoke to someone and that I placed the order. She said that the order had in fact not been placed and proceeded to do so with the order number 1250160691A. The apartment block I live in is fibre ready, and both people confirmed that the installation can take place. The lead time I was given was 7-14 working days. I explained that I had already waited a week, because the order was not placed the first time I requested, and she said that she would try to rush the order. I received an SMS and Email confirmation.

I also received SMS confirmations from Openserve on 21 April with the order number SO13412586_1 and a link to download the App to track the progress of my order, which I downloaded on 26 April. At this point the status was Order Received, and it did not change over the next few days.

On 29 April I tried to contact Telkom. The customer care number on the web does not work and after many attempts I finally got someone who gave me the 10213 number. I dialled this number 3 times. Every time the agent answered, the call dropped. The fourth time I finally managed to speak to an agent, this was around 13:25. By this time I was quite irate. I explained everything to her and asked her what the status of my order was. She told me that the technician had been out and said that they cannot install my service. It would take 4 to 6 weeks. She got very stroppy and raised her voice at me when I told her I had been waiting since 09 April and kept talking over me telling me that the system shows I placed the order on 21 April. I told her not to raise her voice at me. I was already dealing with incompetence from Telkom.

In addition to this, I had no communication from either Telkom or Openserve that there would be a delay in installation, especially one of 4-6 weeks, which I was also very unhappy about.

I told her I wanted to cancel the order and she said I had to call 10210, but it did not quite come across clearly on the line. She kept talking to me in a tone that I did not appreciate, and I asked for her name and surname to report the incident. She promptly put the phone down on me.

On 03 May, I phoned 10210 at 12:38 to cancel my order. I was told that they do not do the cancellations, I must call 10213, which is the opposite of what the previous agent told me. At 12:47 I phoned 10213 again. I spoke to a very pleasant woman who explained everything to me. Apparently, although my apartment is fibre ready, Telkom does not have a contract with Openserve for my area! I asked her to cancel the contract, which she did, with the reference number 7327228.

This is a formal complaint of my dissatisfaction with the incredibly poor service, the lack of communication regarding the progress of the order, or any issues, or in this case the delay before the order could be fulfilled. I am very upset about how I was treated by the agent who I eventually managed to get through to on Friday 29 April. She was very unpleasant on the phone and very rude to put the phone down in my ear. I know that all these calls are recorded, and I request that action is taken against this agent. As a parting shot, attached is still the status on the Openserve App right now on 08 May is still “Order Received”, even though the order was cancelled on 03 May.

Hi

I received my Telkom bill for May 2022 and to my surprise ,writing in the middle of the invoice Final Invoice.I called 10210 and spoke to an agent NOXOLO.I queried why Final in is written on my bill.she answers by replying that I cancelled my contract.I never cancelled my contract.I advised her to reinstate my contract and give me proof that I cancelled my contract

[protected]

[protected]@yahoo.com

Azhar Varachia

Received an account EFT [protected]

Please explain what this account is for and how to solve the problem