Telkom SA SOC
Reviews and Complaints

I have had issues connecting since august. I went into the store many times and asked for help. I could not get anywhere so I decided to cancel my account. Let me just tell you now, I paid may account every month even though I could not use it. September I gave it one last try and could still not connect. So beginning of october I went into the store to cancel. I completed all the paperwork and was told it would take a few weeks. At the end of october I was charged again, which I paid. I was told that telkom had attempted to call me on my old cell number that I signed up with and not the number I specified on the paperwork. I battled all of october again and was charged yet again. Now keep in mind, at this point I have paid for 3 months (R597) for data I cannot use. So I asked my bank to reverse the debit on 14 november. On 6 november I decide to contact telkom through their facebook support who responded within 3 days which is great support considering its telkom.

Here is the transcript:

6 november 14:12
Please will someone contact me about cancelling my data card. You have charged me 2 months now for a card I don't want anymore. And because its telkom I will never see that money again. Please just stop debiting my account now! I really don't want to have to change my bank account because you cant follow processes. Seriously? Who phones a client on the number they signed up with and not the number on the cancellation form? Do you have i####s working there? No wonder there's so many retrenchments... Even telkom knows they will get more done without the i####s working there
6 november 21:07
Hi amy, we are sorry to hear that. Kindly provide us with the affected number and we will follow up. ^md
It's a data card... I don't know the number. You can find it on my id number though. *************
6 november 22:26
Thank you for the details, we will attend and feedback you accordingly. ^jm
8 november 19:40
No1 has contacted me
8 november 23:00
Hi, we are sorry for the delay, we will follow up and get back with feedback. ^tm3
9 november 20:10
Still no1 has contacted me
9 november 23:26
Hi, we have requested urgent response from our team, apologies for the inconvenience and the delay caused we will get back to you. ^tm3
Please remember to phone me at [protected]. I've told u guys many times i'm not available on my old number
10 november 05:38
Hi. Thank you for the contact details. ^sn1
10 november 22:39
No1 has called
11 november 04:09
Hi. We are so sorry with that experience, we will lialise with our team, feedback will be communicated. ^tm3
11 november 10:57
Are u guys even doing anything?
It's almost a week i've been waiting now
11 november 14:39
Hi amy, we humbly do apologise for the delay. Please kindly note that your query has been sent to our team feedback will be provided. ^lke
14 november 11:03
Still no call
14 november 14:30
Amy, we are so sorry for this, we know we have been apologizing with no actions, we have now escalated the matter, let me apologize again. ^mb
How long should I wait
14 november 18:43
Hi. We apologisers for the delay. Our agents should be in contact shortly. ^nl
Please note that I have put a stop order on your debit order
14 november 22:01
Hi amy, we are sorry for the delay. Please note that we are liaising with our team and they will contact you. ^md
16 november 20:04
No1 has called
17 november 02:38
Hi, please note that our team are attending your query and they will contact you when there is feedback. ^md
Wed 09:58
Sorry to have to ask but exactly how long must I wait? I just received another statement from u guys yet i'm battling to get any kind of service
Wed 12:04
Hi, your query was handed over to our mobile team with reference ai2626183, sorry for the inconvenience. ^la
You keep saying sorry but I get no results. Stop saying sorry and just cancel any accounts I have with u
Wed 14:19
Hi amy, we will follow up and get back with feedback. ^ml
Sun 15:03
You guys have submitted a debit order for r398. Why must I pay for something you refuse to cancel?
Sun 17:25
Hi amy, we do apologize for the inconvenience caused. We will send this to our team to assist and provide you with feedback. ^lke
18:30
Still no reply
Please note that I have requested my bank to reverse the debit

Do you disagree that I have genuinely tried? All I want is for telkom to clear what is inaccurately showing as due on my account, to cancel my account and never contact me again after that.

Reported my line as being slow internet was working but intermitanlty timed out. Ref #61crk201116

2 weeks it took telkom to assign a technician (3rd december) , I only had report of technician by sms and when said problem resolved I then had no internet as I got the message, I then tried different routers and isp accounts nothing I phoned telkom again and they said they escalated my fault to urgent and gave another ref# 338crk031216
I then phoned telkom support again and they promised me a technician would come out. Then no technician came out, I went to hellopeter to lodge a complaint and got this response " please be assured that this matter has been escalated to our support team.
Your reference number is ai2650360.
We apologise for any inconvenience caused. Kind regards,
Ilhaam telkom social media and then this one "your fault ref: is still open on our system, and it is in hand with our dispatch team. I have escalated it with them for etr/feedback. [escalation logged successfully - ref no : 12294] . I will keep you posted, thanx.
Kind regards,
Ilhaam
Telkom social media"

So in short intermittent connection to internet and have to wait 2 weeks for a technician, technician comes does not check with user does not contact user does not come past and technician breaks the internet entirely.
The user has to waste his time to phone log faults and get upset and have no service ! It is now 10 days no internet due to an incompetent technician
I do not understand why technicians can not phone or come past to ask if all working. I am very very upset I would like it to be sorted tomorrow !

S

Ref # (1) 61crk201116 (2 weeks) sms received @ 08h01 fault is at hand with technician (but we never saw or heard from him) at 10h40 said it was restored but when I checked I had no internet. (broken)

New ref # 338crk031216 given when I had to phone in disgust that the service was taken away by incompetent technician.

Ai2650360 from lhaamtelkom social media
Etr/feedback. [escalation logged successfully - ref no : 12294]

Dear Sir/Madam,

My telephone line fault was reported on the 07/12/2016. I have not received a response from telkom as yet. My efforts to enquire about this from the Walmer Park office, has been unsuccessful. Not person could give me an indication of when my fault will be repaired.

I have been using telkom for many years, and a situation like this will force me to seek alternative service. I suggest that you kindly repair this fault or give me an urgent update as to when it will be repaired .

I look forward to your urgent assistance. Thank you

Good day, i have been trying for the past two years to get my above address cancelled. Originally when my phone line was cancelled i requested that i keep my email address which was at a cost of r15.69 per month. I have been trying now to cancel this to no avail.

I have a debit amount going off my account r15.69 every month and i have asked for this to be cancelled.
The reference number is: sa [protected]

Can this be cancelled immediately.

Regards

Cindy
[protected]

I cancelled my contract a week before the due date at Cape Cape Telkom branch with a man called Jason. I received a reference number they said Telkom will phone within 24hrs. because im not using the contract simcard anymore I gave them my alternative number and still they didnt make any contact with me. I then phoned November again because the billed me for a simcard im not using... then they said the account is still active.. I phoned twice on 8 December 2016 and said I must go back to Cape Gate branch and the lady called Kelly said they not dealing with cancellations but Jason he then let me fill in the form in October. Then send an email to Telkom and said they will make contact with in 24hrs and yet again they never made any contact. Today Monday 12 December 2016 I made contact again with Telkom they again gave me a reference number... the lady emailed my complaint to the cancellation department and said they will phone me to cancel my contract. What must I do this is ridiculous and frustrating all I want is to cancel the contract. Been using the service for 4yrs and will never recommend Telkom to anyone and I think all service providers treats you the same. REALLY bad service.

We received a sales pitch from a sales agency for Telkom Mobile, Buymondo (Cindy) on the 6th and 7th of October 2016 and was interested in a handset, the Huawei Y5ii. The contract was explained to us to be a top-up phone with 1gig data, which we could use as a router for the other devices in our home. We received the phone on 11/10/2016 with 2 simcards which we did not even know how or where to insert. Until this day have not received one aftersales call to explain how we proceed with the phone setup, no contract documents were sent, no explanation on internet setup was given, etc.

After numerous calls to Telkom, the courier service and Buymondo on [protected] and 081180 we were advised that the contract was in fact an open line for which we would be billed and that the 1gig was 75Mb. The data on the contract was not used once since the settings sent still does not work and no internet connection could be established. After every enquiry and complaint from us between 12-15/10/2016, we have not received any usable reply and no supporting calls. We then decided to have the contract cancelled.

After more calls from our side, we were advised by Telkom to complete the standard cancellation form (attached) and all would be settled as we had arranged cancellation within the prescribed seven days (even three working days). No reply from the "cancellation" email then transpired and I tried to return the handset to Telkom on the 19th of October in Worcester, where after I was advised that Telkom cannot take possession and that Buymondo should sort this out. My wife again called Buymondo's customer care centre and was advised that we should pay a cancellation fee and half the contract value, which we refused to do as we have made every effort to resolve this unfortunate situation amicably and within time.

We have since received invoices from Telkom and subsequent debit order deductions which we reversed. It was on the first invoice that we saw that the contract was actually a 500Mb top up, but still not what we had signed up for. If this matter persists we will most probably now be "blacklisted" and legal action be taken against us, which is so unnecessary.

We want this handset, which is still in our possession to be collected and the contract to be cancelled as promised.

For many month I have (am) struggling to get a decent ADSL internet connection. Many contractors later and still inconsistent line dropping.
Ni LTE or Fibre available and paying for a 10mb line but not receiving anything more then 6mb.

This week was the cherry on the pie
Logged another fault on the line and a Telkom contractor Ricardo come out.
He walked around and fiddled around in the Telkom box in my street in protea Valley Bellville.
Told me all sorted and left.
Then I tried the home phone but was dead.
This happened on Monday
Tuesday I had to leave for 2 days to Joburg but had to cancel all because the home alarm was linked to the phone line. I could not leave my family without alarm in the house.
I then decided to install a radio alarm link with ADT another 1000, 00
This on top of the 4300 for travel and hotel I could only partly recover.

Today Chris another contractor visits me not his fault but 4 days later after logging a faulty line 5th of December. And he fixed the problem in 5 minutes as the other chap cut a line off by accident and never checked.

This all is off such a horible service level that I can't wait to cancel all the lines and contacts with Telkom. This is a company you don't want to deal with
Regards
Koos

As far back as 2015, we have been complaining about intermittent ADSL and landline service via the correct format to Telkom.

We logged fault reports and nothing has been done to remedy the fact that I have had exposed raw wires in the middle of my garden for way too long now which results in intermittent or no Telkom ADSL and/or landline.

Here are some of the reference numbers with regards to our fault reporting. I am sure there are more, but this is all I could find.

491CWK051216
309CWK231116
389CWK091116
228CWK171116
111BWK281015
486CWK160216
462CWK290416

We are now besides ourselves and will be cancelling our Telkom ADSL and landline. We will also be demanding a credit of ADSL for the last 2 months.

Since August this year we have been trying to cancel our ADSL line & internet with Telkom ([protected] & TIM0206489). Every time we call them they tell you to send an email to [protected]@telkom.co.za; you then get an automated response from this mail address that states Telkom will contact you within 21 business days. We emailed them on the 4th of September and again on the 4th of October. 21 business days is long gone. I then contacted the call centre again on and spoke to a lady by the name of Elizabeth Kalane. She requested that I send her the emails as proof that we have tried to get the cancellation process with no success and that she would escalate. I mailed her the documents while she was still on the line and she confirmed that she received same. To date we have had no further response on this call or emails. We then visited the Menlyn Branch on Sunday 4 December 2016 where we were assisted by Elias. We completed the cancellation form and he confirmed that he would send it through and get the ball rolling. On Tuesday 6 December we visited the branch again to inquire on the progress made - we were put in contact with the call centre again by the service champion in the branch, where it was confirmed that they have received no cancellation form as yet. It is now Friday 9 Dec, more than 4 months post our first interaction with Telkom to get the process started and we have no resolution yet. We get billed every month and cannot refuse payment, we tried, as we have other Telkom services that they then suspend.

would like to know what's happening to my cases several times there has been cases opened and closed my phone was repaired 5 times only been told they only replace the inside of my phone and supposed to receive 5 gigs of data for the first year then I go into the bay west stall and been told that customer care is wrong then I was promised 2 gigs of data as a apology and nothing since as of 3 plus months ago has happened I am having endless problems with this contract I was told I would be contacted within 72 hours and nothing as of yet I'm exhausted and tired of this I was told to take my phone in and just nothing happens just gets repaired I would like for u guys to contact me within 24 hours if nothing then I will take this further into my own hands

I have the following question for Telkom regarding the account that i have been paying since August 2016

1. What am I paying for?
2. I have not been using the sim cards for the past months, what is the charges for?
3. How do we go in resolving this matter?
4. Is it allowed to charge a person if they are not even using the sim card? because it is not activate and I have not been using it as it was deactivated by Telkom

I see i am being billed for data, minutes which i have not even used, and i do not think that is fair to me as the consumer

On Sunday morning, the 4th of December 2016 we lost connectivity. I phoned Mweb my service provider and myself and mweb assumed that our router might be faulty. Mweb advised us that I must take our router to a Telkom store for them to test it for me.

I went to the Telkom store for the test and the store manager said to me that they are not allowed to test routers in their stores anymore and that I should phone their call center to lunch the fault so that a Technician can come and inspect the fault at our premises.

I phoned the call center to launch the fault and to my utter confusion their call center notified me that I must go to one of their outlet stores to test the router. I went to a friend's house who also has adsl and it took us not even 5min to test the router and it worked.

I called Telkom's call center again to tell them that their is a fault with their line and not our router. They then notified me that the technician who was assigned to my fault declined the job and they are waiting for a new technician to be assigned.

A new technician has been assigned now but I am still not sure when they will fix it or even if its going to be fixed.

I cant wait till their is a Fibre infrastructure in my area then I can kick Telkom out the door. !

Good day sir/madam

Re: saras pillay id [protected]

Since august'16, I requested my line to be transferred from merebank to malvern, queensburgh, durban, natal.
Over 15 calls made with response of continuous excuses e. g. busy with cable problems, transfer cancelled, no lines available, unable to contact client - incorrect cell phone no.
The most disappointing of all is your call centre - 10213 - after waiting for 20 odd minutes, agent advised to call back if I want to speak to the supervisor in charge - very busy, will not phone u back.
In terms of business ethics, I am the working class, spending time on the phone on personal matters is taboo and could jeopardise my job and your call centre agent's level of arrogance is questionable.
Another most disappointing aspect is, telkom's heads of department email addresses are unavailable - why the hidden agenda in terms of service delivery?

Trust and await your positive response.
Thank you
Kind regards
S pillay
[protected]

Please address this problem with urgency, I am my wits end to have this matter resolved amicably.

Hi

Have cancel my internet package in Jul 2016 on which you debit my account for 16 Jul Naedo Collection Selldirect00000001168957160716 1, 186.14. on which I have cancel the internet package.

Now I receive an email for a statement for the debit THAT I own you about R2201.05 and what is due is R350.00.?

When I check my ITC you have listed me as bad payer and that this contract is on my name that is overdue.

I you don't remove this from my name, I will report you to Ombudsman, I have cancel this contract over the phone, on which their is no form filled in. Checked your call center records.

I f I ever receive an email from you for this account, I put this on hello peter that your service is pathetic and that don't know what.

This need to be sorted out by 12: 00 afternoon 08/12/2016. or I will go to hello peter and ombudsman

[protected]-i went to the Gateway telkom Store to add onto my current Package a Huawei Mediapad . firstly a consultant said to customers in the line i will be back shortly i need a toilet break, 35 minutes later he decides to walk back in and when this was mentioned to a staff member the response was he will be back. seriously now is that how you treat customers and operate!

however i was attended by a consultant who took my ID confirmed the price etc with me and comes back after 5 minutes to advise me there is no stock of the item, and then goes on to try and offer me a Samsung deal. i declined the Samsung deal and requested stock availability and to be told we are not sure when stock will be received, i then requested to be placed on a waiting list, the response again was i am not sure when stock will be received. i again politely said can you place me on a waiting list- to my horror i was told we not sure when stock will be received but the Samsung deal... i stopped the consultant .

i requested the consultant to check other stores and was then advised the phoenix store has 2 units available. i traveled down to phoenix, and again my details was confirmed price was confirmed, the consultant goes to the back and comes to me and says sorry we out of stock, i said ok but Gateway advised me that you do have 2 units available, the consultant goes back to the stock room, and seeing that Telkom employees are so wonderful, a second person says to the consultant "oh why did gateway tell him that, dont they know, anyway just tell him these units are being kept for someone we can only offer him the samsung unit" - yes i overheard it!

i asked the consultant to speak to a manager- manager is not in was the response, can i get a contact number to your complaints team, we dont have a number was the response, i then requested to be placed on a waiting list again, the response again was i am not sure when stock will be received. Same response in two stores !

how does telkom offer a deal and not have stock, surely there should be reorder levels in place, your service is absolutely pathetic and to overhear your team say what they did was pathetic and disgusting.

in terms of treating customers fairly - you did nothing to assist me, i even asked to be placed on a waiting list but you did not offer me that but im pretty sure you will call me in 3 weeks to offer me the deal, i say that cause when i took my mobile contract i went through the same thing, i did not think of it them but having this happen twice now just goes to show your pathetic nature as a business.

im pretty sure you wont respond which is fine, but more and more people will take note of your devious sales methods and im pretty sure ECR consumer watch will be rather interested in this.

I have had numerous reference numbers provided for my numerous calls to telkom, we have had no internet since the 23rd of november 2016 i have spoken to Siya who is apparently a team leader, we have spoken to Wesley Mosana on the phone and on email with no solution, i have spoken to a Bianca Bowes, Bianca Jacobs we have spoken to Biancas boss Tyrone i have spoken to a hamilton anele all frm the call centre and not 1 person has been able to help us... we get transferred from employee to employee between durban and johannesburg, then a telkom technician arrives at the gate he is so rude i asked him for his name he refused to give it to myself or my boss he drives a white nissan with registration number CW 06 ST GP i also have a photograph of this disrespectful technician, we are clients and then tells me I am bothering him he is busy, he could not even ask us which company we were from to tell us if he was working on our line or not! When will we get a solution to this problem the service is disgusting! We have spent ours on the phone waiting for all these staff members to call us back with a solution and not 1 solution to date!

I have never in my life dealt with a company like Telkom, customer service is non existent. Staff do not care or have any sympathy for customers who are put through torture with their service. They do not care to respond to complaints aswell.
The never deliver on their promises and expect people to stay away from work for them to come and provide a service. I have been at home for 5 days and on each day they failed to do what is required of them.

REF: 152332889A. I am writing to complain about the extremely bad service delivery by Telkom SA SOC. We applied for our ADSL Line 3 weeks ago. Three times we received notifications on my cell phone to say that a Telkom technician will come out to install. We wait every time and no one comes. Always excuses and lies saying we live in a gated community and they cannot gain access or the last digit on my cell is wrong and they could not get hold of me on my cell yet the sms notifications come through and they have my husband's cell number as well. We watch the gate every time they say they will be coming out and no Telkom vehicles have been spotted anywhere near our area. I am tired of the lies and bad service. I cannot get through to your call centre 10213, always engaged and when I phone 10210 they are rude and cannot help and advise I must phone 10213, I tell them that it is impossible to get through but they have no interest and it's not part of their job? After reading all the complaints on Telkom I am very wary. Telkom your service delivery is extremely bad!

After I wrote a review about being billed incorrectly I was told they’ll escalate the matter I just received my bill after cancelling my contract showing I was still billed incorrectly I was on a month to month contract of R100 they charged me 319.00 for the past months this hasn’t been sorted out after i called and complained about the matter they replied on hello peter but I’ve never received a call from them or anything to show that they'll rectify this matter this is just frustrating I have been over charged and made payment with them avoiding being handed over to collections and ruining my credit scoring this is just too much please fix this

i have a contract with telkom for 1gig at R99
the guy that help me sign the contract did explain everything to me so on the first months i end up paying R840, when i call the call center they say i was supposed to cancel my spent limit, i asked them how their say its fine the will do it for me .
i just got my next invoice now and i must pay R599 .
i went to the shop yesterday and ask them how come because you said it will be solved.
i asked them why is this happening and why was i not told about this before the contract, their say its not their problem the guy who was helping me was suppose to tell me, i ask i can see the guy their said he no long works for telkom .

when i asked them whee am i going to get R599 for 1gig no one was able to assist me.

the manager him self was so rude he even told me to go, because their is nothing he can do, i have to do is to make sure that my account have that R599 at the of the months, i told him it is not my problem, he said it because am the one using the sim,
but the guy never told me and my contract did say this also so what must i do, everyone just looked at me and the manager left me standing also .

i mean a big company like this one robbing people their money .
i can get 5gig for R300 but no i must pay R845 at Telkom for 1 gig
i must pay them R599 again this this months for 1 gig.

Bad service i got from telkom and the staff and manager also someone who was suppose to solve my problem or tell me what to do get me off.
I sign for this contract so that i can have access to the internet for my studies and this is how telkom is helping me