Telkom SA SOC
Reviews and Complaints

Good day

I just called Telkom because of my slow internet that I have been complaining about for the past 4 months. The woman on the phone told me that the technician, Willie Masango, reduced my line speed from 2mbps to 1.5mbps.

First I want to know why on earth he did this and how he though that would solve my problem.

Second I want to know what Telkom is going to do about me being billed for something I clearly did not recieve since I pay for 2mbps.

My reference number for my call in which this all was told to me is 289CTK261116

Thanks
Merina

Good day to you the reader

I trust you are blessed?

I am dispirited, due to saying the same things over and over and over again. On the day I took out my first contract at age 40 (Always had my doubts on contracts) , I am, as a single mom, very disappointed in wasting money I don't have. The lady at the shop somehow heard 5th instead of 25th for my deduction payment date. And by then I know there is no money left but for electricity for the month.
All was well I received my data and sums' and suddenly after 3 months I get a "we have noticed your telkom mobile account is overdue" and a huge amount of r1151.27 gets deducted from my bank account on the 25th of november 2016 at 3:45 to put the cherry on the top, I am paying more than r200.00 extra charges! Please help me. I have submitted the bank statement yesterday to [protected]@telkom.Co. Za and today I will hopefully get feedback from him. He was the 3rd caller I spoke to. I am so sad because I could be using that r200.00 for my months electricity.

I beg your input on all this.

Irritated regards,
Joanne

I recently took 2 data contracts with Telkom. I changed the banking details in August 2016. They kept on debiting on the same old account of which i incured returned debits charges from my bank. On the other hand telkom charged me a fine for not paying. I paid cash at the bank for that . When they finally moved to the correct account, they debited almost double . To my surprise they are saying they cannot see the funds they debited and they have already scheduled to debit double again. Have been calling them since for the past 3 months and been talking to dozens and dozens of consultants, but it has been escalation after escalation, am even traumatised by that word as something worse comes after saying that term. TELL ME WHAT SORT OF SERVICE /INCOMPETENCE IS THIS?
I am tired of this incompetence as it is costing me money

My line has been down for over a month I have a reference number 29ATK031116. They have not endeavored to keep me informed at all. I am appalled by the level of service I have received from Telkom. This issue is taking an excessive amount of time yet they have gladly billed me for a service whilst I have received absolutely no service. I need this resolved expediently!

I collected a form from a Telkom shop in Blue Route, Tokai. The purpose was to take over the phone line from the previous owner of the house we bought in Lakeside.
The form required me to get a copy of my ID, a copy of the ID of the previous owner, bank statements, proof of address.
I took the relevant documents to the Telkom shop in Kenilworth Centre on 28 November 2016, where I joined the queue. A 'consultant' came to me and asked if he could help. I told him the purpose of my visit, and he asked me if I had all the relevant documents. I said yes, and showed him the documents. He told me that I had to have a certified copy of the previous owner's ID.
I showed and told him that the form I had with me did not say 'certified', but merely 'copy of'.
He was adament, and I left to go back to my car, having specially made the trip from Tokai to do the changeover. While walking to my car, I thought that this was not good, I was misinformed. I went back to the shop, spoke to the same person again, telling him that the previous owner is an elderly man in a wheelchair, and I did not know how I would be able to get a certified copy of his ID.
He became quite unpleasant, and I left.

The next day I phoned Telkom in Claremont, and was told to come in. The change of ownership of the line was effected within the hour

We are a retirement village and our Telkom line [protected]

We submitted a fault report on the morning of the 28th November regarding our telephone line not working. Was contacted later that morning to be advised that the line was not faulty as we needed to check our equipment. After getting our contractor Plessie out it was found that there was nothing wrong with our equipment which I then phone Telkom faults to advise that same morning . Following up that same day afternoon I was told that the fault was deferred to the next day and basically it seems, after various calls, nothing could be done about that.

It is now ONE WEEK and we are still without a phone line - we are a retirement village Doone Village Telkom number Durban Kwazulu Natal [protected] and pay for this special ISDN PRI line?

Useless Call Centre

Last week I phoned 10210 to get into the uncapped LTE plan for R799.

After speaking for nearly 30 minutes, Telkom sent me an email confirming my spot in the local tower as the spce is limited to 50 users.

Today i phoned Telkom to finalize the transaction and they told me that I never applied.

How useless can they be?

I have the recording conversation of today and also the they that I applied.

Anybody from Telkom capable of helping ?

Thanks

Date of incident 02 December 2016

I have walked into the Chatsworth, Durban, KZN, South African branch of Telkom store. Initially, at first the store management says we cannot pay our Telkom account, but we must go pay at any that allows you to pay your account bills i.e. Pick n Pay. We were frustrated but then we can so some acceptance. We then weren't getting our bill posted to us, so we had to go to Telkom get our printed bill, then go pay elsewhere. Now, Telkom says they can't give our Landline bill, and that we must phone the call center to get the amount payable. This is ridiculous. First, we can't pay our bill at the store that offers the service. Now they can't help to even give the amount payable. This is insane. They just sit and laze around, and give a whole lot of attitude problems from the ordinary staff to the manager. The store should rather close than be open. I don't know what those people are getting paid for.

On or about 24 November 2016 we phone telkom to change our banking details, the lady who assisted us changed the details as the debit order were suppose to be deduct on 30 November 2016. I even confirmed with the lady that the deduction will be made from my new banking details and NOT the old bank account the coming month. On or about 30 December 2016 we received a sms stating that telkom attempted to deduct the monies from my OLD bank account. The following morning I reported this to Thokozane at Telkom and further requested Telkom's banking details in order for us to affect payment. Thokozane also informed me that the previous lady should have confirmed that the debit order will only be deducted from the new banking details on 1 January 2016 and not as she previously confirmed. Furthermore, now Telkom is charging us extra for the debit order of which reversed after I change my banking details and confirmed that the first deduction will be from my NEW bank account on 30 November 2016.

I would like for telkom to credit the amount for the failed debit order as I feel that we were misinformed, and by doing so we have to pay Telkom extra for their mistake.

I have a problem with my wifi and reported it at Telkom 3weeks ago I'm still waiting for them to allocate a technician to come and fix it when I call to follow up they tell me they have allocated a technician but they don't know when the technician will come. Every time when the rain comes the wifi gets damaged but the neighbors are using Telkom as well their wifi doesn't get affected by rain and when we report they take time to respond

Good Day,

I have almost had it with Telkom. I placed an order online on the 17th of November 2016 for a Samsung A5 Gold. On the 18th, I then called to find out the status of the order, I was then told that my order is not processed until someone calls. The lady gladly assisted me to place the order. I have been calling to follow up, asking to when I will get the phone and nobody has the right information. A very efficient telkom agent assisted me yesterday and said I will get the delivery by Monday and I informed him I cannot wait until then. I know really need the phone today so I called once again and holding for a very long time, I then got assisted by a lady who told me to call [protected] and my phone will be delivered today. I called the number, gave them my tracking number and the one guy told me the address they have been given is wrong and they will fix it and deliver Monday, the second guy called and told me that the driver left the parcel behind and he doesn't know why so I will get it on Monday. I REFUSE to wait a minute longer and expect that phone delivered TODAY! I have almost had it with telkom and your sloppy customer service and regret changing networks! Its either I get that phone today by close of business or I go to the shop and get it myself! My tracking number is [protected]. Thank you for your assistance!

Hi Mandy,

Attached please see the Telkom account we received yesterday. As explained to you last Saturday, both P9 lite phones have the little micro sim cards in but with no network signal (emergency calls only), in other words, they have not been used at all, in fact they have been lying on my kitchen counter since the day we received them. We are using the Microsoft/Lumia 535 phones only (which have the bigger sim). Sell Direct could not give us a definite answer, merely….” There is nothing we can do to assist.” This is when we visited your store in the hope that someone will be able to assist.

Now, on this statement you will see that we have been charged R948.58 for the 2 P9 lite phones……? And what is the SMS Usage Fees at R65.00 for?

Also, in my email below (dd 25.08.16) I stated that we want the Free Me 1GB P9 Lite @ R269 packages, however the statement reflects SmartPlan 50 + Huawei P9 Lite DS Black 16GB….?

We have not been able to use them at all, in fact, up and till yesterday we didn’t even know what the numbers on the micro sims where and we are still not aware of whether these have been activated or not as we have had no feedback as yet and the phones have a “Ø” which is a no network signal and says emergency calls only. On the statement it reflects 2 numbers, [protected] & [protected]. Are these the numbers for the 2 micro sims which came along with the P9 lite phones?

Please note, only once we have network coverage and are able to use the P9 lite phones, and the account has been corrected to reflect the Free Me 1GB P9 Lite @ R269 packages, will we be paying for them. How can it be expected that we pay a bill for phones which have no network signal?

We will be paying the R598.00 which is due for the Microsoft/Lumia 535 phones as these are the only phones we have been able use (packages on them are still the old packages).

Your assistance and response would be greatly appreciated.

Regards,

Claudia Clarke

I HAVE MANY EMAILS TO DIFFERENT PERSONS AT TELKOM, BUT NOBODY RESPONDS. I HAVE NEVER COME ACROSS SO MANY UNRELIABLE PEOPLE. WE HAVE BEEN TRYING FOR MORE THAN 3 MONTHS TO SORT OUT OUR ACCOUNT, TO NO AVAIL. WHAT NOW!

Three weeks ago we had a very bad storm. Telephone lines and poles were blown down.
We reported our phone and they came to fix the cables on the property.
Neighbours and other peoples phones worked after that.
Our phone still out of order.
When we go outside we can see that the cable from our house to the box is broken.
We called AGAIN and told telkom what the problem is. Still... nobody fixes the line.

We are really getting fed up with this service.
If it goes on like this we are cancelling our service and will get a new service provider.

PLEASE fix our line! We are going for the fourth week now..

Cell number [protected]
Landline [protected]

19 days ago I received a contract from Telkom including a Samsung A3 (6)

Yesterday morning ( 28/11/2016) I woke up to find that my top left hand corner had a purple blotch, this steadily got worse throughout the day, to the point where I am unable to use my phone.

I phoned telkom at 09h20 yesterday morning, getting through to a lady by the name of Martha, she works at the centurion centre. Calls from the Benoni branch were being diverted.

I explained my situation and asked if a loan phone could be given while mine was in for repairs, I also asked if a replacement phone could be issued due to the phone not even being a month old.

Martha said a loan phone could be given but wasn't sure about replacing the phone.

I proceeded to ask if I could have a reference number for the call placed and she was unable to give me one.

Yesterday afternoon at 16h50 I arrived at the direct Telkom store in Lakeside, being helped by a nice guy named Thulani. To cut a long and tiring story short, I had to speak to the assistant manager. I waited until 18h00 to speak to someone...to top it off when I requested a direct line to the manager, another collegue gave me the general benoni branch landline number. When I explained that I had used this number, this lady became very snotty with me, telling me how she is a permanent employee and that Telkom never gives loan phones, also informing me that if I wouldnt leave she would lock the doors, turn on the alarm and leave me inside the store, how I must phone the number and just leave a message ( all I wanted was to speak to a manager ) She threatened all of this in front of other customers.

Telkom I will not be paying for a service that I am not using. This includes the Phone and sim card at the moment. Please provide urgent feedback and a viable solution

I am shocked that your employee thinks its ok to threaten a customer and that the fact that she is permanent gives her any right to speak to me that way and to make a decision regarding locking a customer in the store.

I am running a small business on the Bluff in Durban. My land line stopped working on Friday 25 November 2016 at 14h30.
I reported the fault via the website on Saturday 26 November 2016 at 08h32, I received a reference no 24CNZ261116.
I went to the Telkom Branch early on Tuesday morning I spoke personally to the manager, and he told me they will definitely sort the problem out either Tuesday or Wednesday.
On Tuesday 29.11.2016 at 14h37 I spoke to Refiloe the call centre supervisor and she told me that a technician wasn't assigned to my problem as yet I however received an escalation number 921433 and she will phone me when it was assigned to a technician, till now nothing has happened.
Today, Wednesday 30.11.2016 at 07h49 I spoke to Thandeka and she advised me still there is no technician being assigned to sort out my problem.
Today Wednesday 30.11.2016 at 12h12 I spoke to Nkanyiso who advised me that there is still no technician assigned to sort out my problem.
REMEMBER I AM RUNNING A SMALL BUSINESS AND TELKOM IS PLAYING WITH THE FUTURE OF MY BUSINESS AS I AM LOSING LOTS OF REVENUE FOR THE PAST FEW DAYS, I THINK I MUST GO SEE A LAWYER IN THIS REGARD AND CLAIM AGAINST TELKOM FOR LOSS OF REVENUE.

To whom it may concern, I want to express my total dissatisfaction we have received from telkom customer service. On 14/10/2016 we were assisted by an online sales agent, cebo khowa in acquiring 2 x samsung galaxy s7 edge, ref tvc... And was told by him that the best contract for our business needs would be on a telkom freeme 1gb but no full disclosure was made that this is only for telkom to telkom numbers and no other network. Subsequently, we have learned that should we want to make calls to another network, we would have to load additional airtime to make such calls. Now who in their right mind would want to have such a contract, certainly not us. On 1 november 2016, we visited telkom direct in canal walk and was assisted by one of your consultants to have our contracts migrated from freeme to smartplan 100 and was advised that since the freeme contract started that day, they could only migrate the contract in 3 months but they could send an urgent request to "back office" in order to migrate the contract and would take 3 business days. Ref number given was [protected] which has been marked as resolved but certainly has not been resolved. After numerous calls to customer service, I was then told that our new ref number is [protected] and received a sms 2 days ago that the query has been resolved which is again not the case. We are still on freeme contract and migration to smartplan 100 as requested has not been done. We spoke to samantha at customer service and she advised that the query is with "back office" and it will take 3 business days. We run a business and cannot afford to be inconvenienced by telkom sales agents who does not give the full and correct information to customers and now we are having to constantly call to enquire of whats happening... We do not even get feedback from telkom regarding our query. I need this matter to be sorted out today as my business is suffering due to telkom's inadequacy and will be taking this further on all platforms. All that we hear the whole time is that your query has been escalated and someone will attend to this... Well we are still waiting. Customer service at telkom is non existent but who cares, certainly not you! Urgently contact either myself, petrus bekker on [protected] or terrance brummer on [protected]. This needs to be resolved today.

I reported my landline to be out of order on the 7th of november 2016.
It is now the 29th of november and still no joy. My initial reference no is 1100crk071116 and my escalated reference no 919395, I have been phoning and phoning and phoning, the last straw today I called, told to wait while they check and I get cut off... I refuse to phone back again, do you think they will call you? No I doubt it... I am running a business from home and have had to use my cell phone, this is totally unacceptable.

My service was suspended for an account that was fully paid. When I contacted the call centre on 24/11/16 they told me that the back office needs to assist and this will take 72 working hrs. I have been calling since yesterday and today with no joy. How long does it take for someone to attend to this? I called today and the Agent was clueless and then gives me a story that my issue will take 8-10 working days. This is completely unacceptable. I am paying for a service that is suspended. this is utter bullcrap and I want it resolved TODAY!

My case number is [protected]

Inow want the CEO contact number for Technician responsible for fixing my ADSL line. Ref. 920357. And I dont want to hear any excuses! I am going to charge my petrol costs and parking bay costs to Telkom as I now need to travel since Monday to be able to work!

I work from home for my company and not myself and I am now really fed up with Telkom!

Booked in my Samsung cellphone which was still under warranty and was told it will be sent to JHB for repair. I received several sms`s to say they booked it in, it was received, and submitted to insurance and lastly a sms with reference number TRL 031541, that i must pay R188.00 to have my phone released as i did not accept the quote for repairs.

I never even received a quote for the repair, not forgetting the fact that the phone was still under warranty and now i must pay to have my phone released without the necessary repairs. I tried to get the phone back from the store but they said it was still in JHB and after phoning the repair centre the repair centre refused to speak to me over the phone and rudely told the store owner that i must just pay the money and take my phone back. I phoned the number 081180 and after waiting almost half and hour and being cut off several times I was given a number of the repair centre and that number does not exist. I`m not a violent person, but should I get the address of the repair centre in JHB I will make a personal visit to them the next time i am in JHB. For that bit of satisfaction, i will gladly bid farewell to the piece of **** Samsung J1 Ace.

I will never again do business with telkom. Once the two contracts I have with them come to and end i will camcel and go to another service provider.