Telkom SA SOC
Reviews and Complaints

On the 11th of December 2016 I made a manual payment because my telkom debit order did not go through. Unfortunately I did not forward the payment through to the correct reference number and noticed this 3 days after and immediately notified the telkom mobile call centre. On the 22nd December 2016 i noticed that nothing is happening and nobody from telkom called to rectify the error which was made and i even emailed my proof of payment to someone at the call centre ([protected]@telkom.co.za and Stacey-Lee Du Plessis [protected]@telkom.co.za), so back office was notified to provide me with feedback. I've made numerous of follow ups and someone keeps telling me the same thing - "Your query is still being attended to".

On the 5th January 2017 i received a sms stating that my line will be terminated and still no response from the back office. Today i've called again to follow up and apparently my case was closed without anyone from back office resolving my case.

I didn't have any problems with telkom mobile but this time around i am extremely disappointed.

Good day,

Client number: [protected]

I sent the initial email to Shantal on 13/01/17 regarding the above on Shantal Moodley (S) .
I have not had any feedback or response regarding this, and now she's on leave until 30/01/17.

On 06/12/2016 we had a fault with our BRI line. A fault forward was put on the line and I was told by the technician that once the line had been fixed it the fault forward will be removed.
Our telephone bill is 3 times higher than normal.

1. We, Motorvaps, would like a credit for the additional costs based on the fact that the line was fixed within a week and the fault forward was not removed by Telkom as per the Technician.
2. Please ensure that the fault forward is removed from our line and no costs have been incurred to date.
3. Please RESPOND so we know what is going on.

Regards,

Yvonne Hains – General Manager Administration & Accounts
T: [protected] F: [protected]
www.motorvaps.co.za

Authorised Financial Services Provider FSP 45790

The views expressed in this email are, unless otherwise stated, those of the author and not those of Motorvaps or its management. The information in this e-mail is confidential and is intended solely for the addressee. Access to this e-mail by anyone else is unauthorised. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted in reliance on this, is prohibited and may be unlawful. Whilst all reasonable steps are taken to ensure the accuracy and integrity of information and data transmitted electronically and to preserve the confidentiality thereof, no liability or responsibility whatsoever is accepted if information or data is, for whatever reason, corrupted or does not reach its intended destination.

18th July 2016 - First service cancellation email sent.

I attached the form and my certified passport to the email.
I received an automated response that someone would assist me within 21 working days.

Never heard back .

31st October 2016- Second service cancellation email sent.

I forwarded my initial email sent, dated 18th July 2016.

Never heard back, aside from the normal automated response.

I phoned Telkom, and demanded to speak with the shift manager a certain Mr Kasaval Naidoo - [protected]@telkom.co.za

I had since then emailed him several times dated:
31st October 2016
11th November 2016
January 6th 2017

He received my email at the end of October and assured me that he would escalate the matter for me even though he did not represent the cancellation department. Only because I threatened to contact the Telkom Ombudsmand.

I am still waiting to hear back from him.

The emails I sent him on 11 November 2016 and 6 January 2017 all returned to me undelivered for the automated response reason stating "that the recipients mailbox is full".

Around the same time I received a phone call from telkom and was advised to email my initial complaint to the following email address:
[protected]@telkom.co.za

I forwarded her my correspondence from 18th July 2016.

Today Tuesday 17th January 2017 I received an sms from Telkom saying that I owe them R634.41.

So they have been billing me for months where I have not even been living in my apartment because I moved out in November.

I absolutely depise Telkom. They are the absolute worst. Their service provider role is mediocre at best, and their customer service is incompetent and downright inefficient. Half of the people you speak with on the phone don't know what's going on or how to resolve problems.

And as for the service cancellation department, judging from the copious amounts of complaints I have found on the internet, I'd say it's nonexistent.

It's a pity there is no competition for Telkom and that they monopolize our industry in South Africa.

I made the biggest mistake of my life going through Telkom just to try and hire a data line so I would have access to the internet at my house.

I'd rather pay double the amount to get private internet via set data plans through MTN than put up with another day locked in Telkom's prison of stupidity and incompetence.

I have attached my original service cancellation form. However, I will not post more documents, due to my wish to remain relatively anonymous without my personal details being made public and freely accessible to the public.
However, should anyone from Telkom wish to contact me to request further correspondence my email address is astrid.[protected]@gmail.com

My most desired resolution of this problem would be :
FIRSTLY: CANCEL MY GODDAMN ACCOUNT
SECONDLY: Not to pay for the outstanding amount where I have been billed for the 3 months since I have moved out of my apartment. The 631.41 amount.

We completed a consumer contract and services cancellation request form and sent it through to [protected]@telkom.Co. Za and [protected]@telkom.Co. Za
This was done on 14 october 2016, 23 november 2016 and 16 january 2017.
It has been 3 months - no confirmation or feedback regarding this, was received.
It seems to me that telkom is neglecting to this to only make money!

Date of incident - 2016/09/05
Client number - [protected]

Full description -
I visited telkom outlet in oldmutual pinelands cape town 7405 on 2016/09/05 and submitted cancellation request (Filled form for same) , it was committed that account will be cancelled in 30 days i. E. 2016/10/05, I visited on 2016/09/26 to ensure that my request was taken care off as I knew that service quality is not that great. It was confirmed by manager there and was assured not to worry, I was also told there isnt any outstanding and we will refund your security as well but for that you might need to initiate.

Now after 4 months of cancellation, I am getting email / invoices showing my account is active and being used, but when I am not staying in that location and not using these services since 2016/09/28 how can you charge me post cancellation also. I have requested them to cancel and rollback all charges plus refund my deposit.

Desirable resolution - close my account, rollback charges when not used the services and refund my deposit.

This is such a big organization but really not customer centric and this is something regular with them..

Please suggest and help if you can.

Have attached cancellation request submission form.

Late Nov 2016, I realised I hadn't received emails lately. I sent a test email from my gmail account to my telkomsa account (having been without my laptop at that stage, I used Webmail.telkomsa.net as I usually do in such situations). I wasn't able to receive my test email, but was able to send emails from Webmail - both from a different laptop, as well as my cellphone.
I reported this fault on 2016-12-09 (ref no [protected]), and was told I would be phoned back when the call center operator couldn't understand this hugely complex problem...

Nothing happened.

So I tried again on 2016-12-19, spoke to Bianca (ref no not requested as I actually believed her!) who promised with all her heart they would definitely attend to the problem immediately, AND phone me back .

Nothing happened.

I decided to leave it to the next year and hope for an improvement in service levels (fool...). On 2017-01-05 I spoke to Nkululeko who told me that my previous complaints had been logged but not queued. But HE would do it right, AND escalate it, and someone WILL phone me back.

Nothing happened.

Spoke to Denny on 2017-01-10, and Joy (ref no [protected])...

The usual.

I've since notified all my contacts, banks, business associates and the likes of my new email address, as there is no way I will continue to use the (non) service of Telkom. I never wanted a gmail address as a business e-mail-address as it seems less than professional, but not responding to e-post is professionally unforgivable and a risk I will no longer take.

As there are important mails ?hopefully still floating somewhere in cyberspace, I will give it one more attempt to collect them before I close my account with you - just been on the phone with Sibongile (ref [protected]) who sounds very competent, but I've been fooled before.

Thank you for considering my situation

Regards

Michelle Pietersen

Hello,
Telkom case number [protected]

Been trying to cancel a lte account because the device stopped working within a few days. After 3 months of no joy (Called to log a fault, follow ups, standing in queues etc), I decided to cancel the contract – that was january to march last year (2016).

Its now a full year that their lte has not worked and yet they charge me in full every month... Although they acknowledge my cancellation, they still continue to steal my money.

After a year of calls, complaints, no call backs, follow ups etc … I am yet to speak to someone that can tell me what is going on. I get the "run about" from the call center and they will always get a manger to call me back, which has never happened.

All I want is for telkom to stop debiting my account, cancel their useless contact and reimburse my account.

I have never had such a run around in my life as what Telkom has put me through, I have had my prepaid cancelled without my knowledge, I have had about 6-8 technicians there and they all done what they felt was correct and not what I initially wanted, anyway I had a pre paid line waya waya, I requested for a open line to be installed which was what happened, they then gave me a number [protected] which I agreed and was happy, they then cancelled my pre paid and move my pre paid line number to open line, now im trying to get my pre paid line back and know one can help me

Hello

I have been struggling with this since the 2nd of november 2016. Please find attached the original request to not cancel my telephone line but to release it to the holding pool. I did request the cancelation of my dsl fast and the soft cap as you will see on the attached. All the times I have called to try and resolve this matter is also noted on this.

My service was completely cancelled within 24 hours on the 1st of december reference number: r130485415a yet I still got a bill for december and now again for january. I have been struggling to get my landline re - instated and the data portion moved to the holding pool so that I can get internet back into my home from a service provider that actually knows the meaning of the word.

Every time you call you get told something differently. Although they promises to escalate your enquiry nothing ever happens nobody phones you back as promised and nobody wants to give you a reference.

On the 17th of december is finally insisted on speaking to a supervisor that informed me it will take 30 days to reconnect a service that it took them less than 24 hours to disconnect his name was wishalen he could not give me a contact number or a direct e-mail address or even a reference number. It has now been 30 days later and yet low and behold the account has reached me but yet to date no call, no notification and no service.

Please can somebody contact me and to let have an e-mail address of a person that actually do work there or a manager or a supervisor needs to phone me urgently before I go to my nearest telkom store and tell all the potential customers how much telkom sucks at being a service provider.

Hi i'm jason
A few weeks back in december, I called in to set up a wifi uncapped service for my home, the lady that assisted me, was nokubonga masondo, she sounded very nice, but that's what we get paid to do, her product knowledge sounded up to standard but wasn't really, after waiting for 30 minutes and talking to her for an hour we finally set up the internet connection, but she didn't inform me of the waiting period of 21 day before installation, so the first week in january I called in again, and some one else, whose name is now no where to be found, spoke to me, that person actually told me that it takes 21 days and had abit of a attitide problem, so the friendly person I am, I agreed and said it's find, she also informed me that I should count from order date, 21 days, then i'll see when they will install the router, by my calculation, the 21 days is over on 16 january, so today on 16 january I call them again, spoke to yet another person, who was actually really trying to assist me, how ever she then told me my order was cancelled, there is no reason why, and now no one can explain what happend which I feel is so irratating, we placed my order again and now I should wait another 21 days

Really unhappy about the service I received after I already paid my r700 deposit fee in december a day after the order, I really need the services currently and now they don't even want to make some kind of plan to assist me faster, and it was because for someone's incompetancy that works for them that I have this problem now

Coz i'm considering mweb

We have had problems with our lines for most of the end of 2016. We reported and they either just close the fault blaming our pabx system which is not faulty as they were too lazy to actually do some work.

On this particular number [protected] they would just close the fault claiming its our pabx system. I eventually gave up reporting it, but now our other lines are also dead: [protected], [protected], [protected].
References on [protected]:
424ctz160816; 583ctz180816; 213ctz140916; 444ctz200916;
127ctz281116; 56ctz051216; 35ctz030117.
References on [protected]:
151ctz120916;543ctz211116;55ctz051216;344ctz030117
References on [protected]:
227ctz020816; 93ctz100816; 425ctz160816; 410ctz261016; [protected]; 351ctz130117.
We pay telkom for a service and we get no service whatsoever. Just clever technicians who refuse to actually do their jobs.

I tried cancelling my contract [protected] since the 1.10.2016, I was told that i need to go onto a Telkom store to do this.
On the 1.11.2016 i went into the Telkom store at N1 city, cancelled the contract, and had to take a complete new contract out, as they could upgrade the number [protected] as it is a mixed number what that means i dont know.

I called in last month and was promised it will be sorted out, backdated and i will be refunded, and received a email with another cancellation letter which i completed and sent off immediately to '[protected]@telkom.co.za'

There is a line problem, the wifi is not working as well an I'm running my business with the line an the wifi and the Telkom people in gateway have attitude problems they are disrespectful and have no respect for there customers I'm tired this has been going on for a month I have gone to the TelkomMobile store 7times already I'm sick am tired and the workers where having attitude with me on the Friday 13-01-2017

When I applied for line I was told I would get an installation date in 14 days but have to pay R700 deposit, which I did. I then got an sms to say my line will be installed as soon as a pay another R700 deposit, which I then did again. On tuesday I got a call advising that the technician is available on Friday -13th today. I then got an sms advising it has been scheduled. On friday morning I received another sms advising the technician is coming today. After taking time off from work and waiting the whole day - the technician never arrived. After holding for sales on my cellphone for 40min I'm finally assisted - the lady who answered said they should never have scheduled me because there is no line!? How is this possible I stay in an estate, there is a line currently and everyone around me also has one? Then when I asked howcome I've been booked and confirmed then she transfered me to technical who couldnt assist and advised they can only transfer me back?

This is unexceptable!

On the 09th december 2016 I requested that my adsl be transferred from old premises to new premises as we moved. It is the 13th january 2017 and still no transfer has been done. First the request or order was cancelled with no communication to me the customer. Eventually after numerous call calls to telkom receive an sms that the technician would then install our line on the 12th jan 2017. To date we no technician came out and upon my enquiry am told that the technician will now come out on the 17th jan 2017.

No alternative solution or communication to myself or feedback given throughout this experience from telkom to ease the situation. Is this terrible service what we just have to tolerate as customers? My ref: 936300 and thats basically all I have. 3 teenagers with no wifi throughout the holiday. What must I do to get this sorted! Will someone please do somethin, anything!

I am confused as to the term "service provider" and its association with vodacom & telkom. I am stuck between the two companies with one blaming the other and visa versa. One week after requesting that my cell phone number [protected]) be ported from vodacom to telkom (061 482 0318) and i am still no closer to a resolution.
In the meantime, i am unable to conduct banking transactions... Is there a governing body who is responsible to ensure that these companies deliver on their promises? I have tried every contact number i can find without success.
Surely there must be some way of getting the respective ceo's contact details, as it appears as if their staff have no clue and no one gives a damn. Customers just have to accept what ever is dished out to them?!

My company needs to forward our old telkom lines to our new premises. Put in a request last week thursday. I was told the forwarding request took 24 to 48 hrs. I have followed up several times during this week and have been shoved from pillar to post, and have been told different stories on the way. I have resubmitted the required paperwork 3 times now. I am sitting now 8 days later and the forwarding is not active as yet. A critical business tool in a mess because of telkom. Quite frankly I am disgusted with them.

Taking money out of my account without my consent. I owe them nothing and they agreed to refund it back but im waiting almost 2 months and still nothing. Send them bankstatements and everything they requested but they only give me excuses. Worst call center ever and very bad customer services from telkom callcentre and useless supervisors! Very unhappy customer

I send through a cancellation of some of my Telkom Services as per Telkom's process. Filled out a Consumer Contract and Services Cancellation/Retention Request form and sent it to [protected]@telkom.co.za and [protected]@telkom.co.za Telkom requires 21 business days to complete cancellation. I keep phoning between 15 December 2016 and 04 Jan 2017 to get confirmation and feedback without any joy. on 04 January 2017 I spoke to Ntando Nzama with reference [protected], she promised to get back to me before they Bill me for January 2017 to find out why my services was not canceled. I followed up via her direct mail address on 09 January as no response was received. Today is the 12 January with no response and I just received a bill to pay for January on the canceled services. The worst is that one of the services was a device on a 24 month contract where December was the 24th month. I need to still pay for the device that is finished being payed. This is not acceptable and against the consumer Law.

I was at Telkom shop in Baywest Mall, Port Elizabeth last week on the 4th of Jan to apply for the wifi router contract which was approved. The guy who helped me said that you did not have stock but he will hear from other stores if they can help and that he will phone us same day with feedback.
Until Monay 8th Jan, I heard nothing from him or the shop. I went there on Tuesday rhe 9th to find out whats going on. He was not in store and a lady had me write my name, phone number and query on a sticky note, that she was going to give to him, for him to contact me. At 15:15 on Wednesday the 11th and I have not heard a single from him or anyone at the shop and send them an email complaining about this matter. It is now Thursday and still have I not received a call or email from the shop. This is seriously messed up. I dont even have my router yet or started with my contract and already I experience this lack of service. Im sure if I had owed them money, you would phone me EVERYDAY! I NEED someone to give me feedback and I need my router before today the 12th at 15:00, otherwise, I can just as well cancel the whole contract. Its bad enough that I had to drive there for nothing, and have to drive there again to collect my router...I really would have at least expected a delivery of my router at home.