Telkom SA SOC
Reviews and Complaints

I have two cellphone contracts with Telkom Mobile, as well as a WiFi contract that I have taken up with them recently.

I never had issues with Telkom until May 2016, where my bank account was deducted twice for the same amount. I have never previously defaulted on my account.

When I contacted the call centre, I was asked to ignore the deduction as it was an error and as a result, my account would not be deducted in the next month.

However, on 24 June 2016, my account was debited for June's bill. And on 05 July 2016, my account was deducted for June's bill again.

When I contacted the call centre, I could not be helped by anyone. I was asked for bank statements reflecting the payments, etc., But no one has gotten back to me.

Finally on 09 July 2016, a call centre agent, logged a case on my behalf, but I'm yet to receive help.

My email is [protected]@gmail.com

I have been trying to cancel my cell phone contract since 05 May 2016, I sent through the cancellation documents via email on the 05 May 2016. I then only received a response email from Telkom on 13 June 2016 acknowledging receipt and a case ref no: [protected]. My contract has not been cancelled since. I called the customer care line today, 08 July 2016 only to hear that she has sent the cancellation department a message stating I called about my cancellation. In all this time I am still paying the bill for a cell phone I do not use much and cannot afford to keep.
I would really appreciate it if Telkom could cancel my contract now to help stop me incurring further costs.

Email correspondence:

Good day Ms. Pillay

Hope this mail finds you well.

Please accept our sincere apologies on any inconvenience caused and the delayed response to your email.

Kindly be advised that Case Ref. No. [protected] has been logged as per the request in question. For further assistance on the progress towards resolution of the request in question, you can call our Customer Care Line on 081180 to follow up anytime and rest assured that someone will be in contact with you to discuss and advise the turn-around-time it will take to address and resolve this matter with you accordingly.

Hope you find this in order and thanking you in advance…

Regards

Retentions

From: Roxanne Pillay [mailto:Roxanne.[protected]@PremierFMCG.com]
Sent: 05 May 2016 02:41 PM
To: Retentions - Cancellations TM
Subject: FW: Message from

Good day,

Kindly find attached cancellation form.

Regards

Disclaimer: 1. Confidentiality: This email is confidential and may contain privileged and/or copyright information. You may not present this message to another party without consent from the sender. If you are not the recipient, please notify the sender and delete this email. You are notified that disclosing, copying or distributing the contents of this information, is strictly prohibited. 2. Liability: This email is not a binding agreement and does not conclude an agreement without the express confirmation by an authorised representative or a director of the Company. 3. Viruses: The Company does not certify that this email is free of viruses or defects. 4. Advice: Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Any actions taken on the basis of this email are at the reader's own risk. 5. Other: The sender of this email is expressly required not to make any defamatory statements. Any such communication is contrary to company policy and outside the scope of the employment of the individual concerned. The company will not accept any liability in respect of such communication, and the employee responsible will be personally liable for any damages or other liability arising.

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This e-mail is subject to the Telkom SA SOC Ltd electronic communication legal notice,
available at : http://www.telkom.co.za/TelkomEMailLegalNotice.PDF
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Telkom blacklisted me on ITC for a contract mobile phone I never bought. It was a case of identity theft. I have emailed them my affidavit, ID copy and proof of my address as they request but they still fail to email me the letter that proves that I don't owe them anything as I was impersonated. I have been trying to resolve this with them since 2012 with no success. The incident occurred in 2011. I call them every week but always get a story and no results. I am an engineer by profession but cannot get a job, buy a car or a house now because of this. The case no. for my complaint is [protected]. They've been telling me about the billing department this whole time but nothing is happening. I have never even lost my ID. The SAFPS says they cannot help me until I get this letter from Telkom. I cannot clear my name with ITC as well until I get this letter from Telkom.

I have gone to 3 different telkom stores trying to get them to give me a copy of my proof of purchase for a mobile phone I bought through our business account. The store says I must call the call centre & the call centre say I must go to the store.
Where am I supposed to go for a copy of my proof of purchase?

After numerous telephone calls and emails requesting my line to me moved over to the holding pool so that afrihost can take over my line ( and having paid for 4 months the extra fees including internet which amounts to over R700 extra) a month ago I get told that my line has been moved over. This by going through to some wrong department that assisted me. then afrihost could not pick up the line.. but every time I phone telkom they said there was no problem and it is in the holding pool. No since last week I have had no internet and my line was suspened ( definitely not due to non payment) and they said my line was only moved on saturday... but still there is an order on the line and afrihost cannot pick it up... so keep getting lies from telkom... being charged and receiving no service... Now sitting almost a week with no internet and telkom says everything is fine...
telkom needs to sort this out IMMEDIATELY. I want a refund for the internet I have been paying for and nit using for the past four month and I want my line available for Afrihost to take over.

I sent through a my cancellation of my line on 30/03/2016 (March 2016)
I have made all payment on my line for the two month as request for the cancellation period and they still continue to keep my line on.
I have phone them multiple times and even posted on their social media stating a reference number of service provider who canceled the line and yet no action has been done.

Herewith a copy of my proof of payment for my last bill on 31st May and herewith my email confirming my cancellation of the line.

---------- Forwarded message ----------
From: Service Cancellation
Date: Wed, Mar 30, 2016 at 3:57 PM
Subject: AutoReply : Telkom Service Cancellations
To: marc lailvaux

Dear Customer
We hereby acknowledge receipt of your fixed line Consumer Contract and Services Cancellation/Retention Request. A service consultant will contact you within 14 business days to verify the information provided and/or confirm cancellation/retention options available.
Please be advised that:
· This mailbox handles consumer fixed line cancellation requests only and for all other requests e.g. Billing, Faults, DSL Speed issues or Order Progress, please call Telkom on 10210.

· For business requests please call Telkom on 10217.

· Please note that all requests must be accompanied by a completed and signed “Consumer Contract and Services Cancellation/Retention Request” form. The form is available at http://tiny.cc/canceltelkom.

· Please include proof of the account holder’s identification or duly authorised person’s identification (copy of SA ID or passport).

· Copy of death certificate (if applicable).

· Failure to provide the above could lead to unnecessary delays.

Please note that a standard written notice period applies in terms of changes to Telkom products and services.

Kind Regards
Telkom

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This e-mail is subject to the Telkom SA SOC Ltd electronic communication legal notice,
available at : http://www.telkom.co.za/TelkomEMailLegalNotice.PDF

First things First, worst service I have ever come across. So I opened up a contract three months ago did the paper work everything, acknowledging the wait at least 2-3 weeks (understandable) paper work has to be verified, coolio. I get notice after 4 weeks ((4 weeks))(the mobile is ready), wow(sarcasm)ok then. I go to the branch get the details from Telkom for the payment transaction to their bank account. I'm standing in a long que at the bank finally I make the payment and head back to Telkom with proof of payment(receipt)with intent of being handed the device(paid for), in response I'm told ''I'm going to have to wait 24hrs''. ? You guys told me the mobile is ready? So I'm supposed to run up and down like a maniac as if I'm unemployed? I've got a job and can't afford to run up and down.. Showed you the proof of payment and you telling me that's not enough proof? Fine. I continue my wait but not with intentions of running up and down like a fool, you call me to pick up the mobile(can't waste my time) so 24hrs has passed (or rather in addition a week), I get a call from Telkom, ''sorry for the inconvenience sir but we sorting out the paper work to your new contract now" you must be kidding seriously I gave you a week? Really...? fine whatever.. To this day I've heard nothing from Telkom and to add things I've already made the payment.. I'm so far down disappointed in this establishment. I'm cancelling all my contracts I have with them. Advice to people who are thinking of opening a deal with this company, to not. Their employees are terribly lazy people, they don't understand a thing when you ask them questions, they unreliable and to me in the establishment are just plain thieves, don't waste your timewith this people.. I don't even want a refund back I just want to cancel all the deals I have with Telkom even the ads network, (bad Internet speed) I'm just down right done and disappointment

My 2MB ADSL line has not worked in two weeks. I run a business from home, so you can image how critical this is. I have called the Telkom business fault reporting line several time (starting on 14/06/2016), I have been escalated and promoted to tier 2 BUT still my line remains faulty. My speed test tells me that I am able to download basic emails at 33b per sec on a 2MB line.

I have done everything from get a new router to driving to the Telkom main box down the road and waking up the technician, who was sleeping under the tree, and begging for assistance.

Now I bet Telkom are NOT going to refund or credit me for the time and data lost. They are not even bothering to try and fix the problem despite promises and sms's and more promises.

I am supposed to renew my annual contract in July ... at this stage I am shopping around as I can surely find another service provider that will not treat me so badly when I need help.

The service that I have received is shocking. Can someone PLEASE just help me!

I cancelled my landline at the Telkom Clearwater Mall Store on 8 January 2016. The staff in the store were really unhelpful! They told me to pay the outstanding amount on my account, asked me to sign a form, and that was that (or so I thought). I was billed until May 2016, I refused to pay for a service which was cancelled. Instead of contacting me (after numerous emails), I received a text stating that I will be handed over. The number given to call is [protected]. I have called this number more than 10 times, no one answers the phone! I really don't know what to do anymore :(

On the 10th of march 2016, I emailed and faxed the cancellation form for service and contract to telkom as provided on the account.

I left south africa on the 23rd of march to live in the united kingdom, and send another email as attached with my account details ([protected]) and reason for cancellation, moving abroad.

I have not received a reply or acknowledgement of receipt to any of my correspondence, telkom just keep sending me accounts for a service I cancelled months ago.

My account stands at r2000 at the moment and only sms text send to me for payment or my service will be suspended. Clearly no clue I have cancelled the service in march 2016

Please cancel the service and contract immediately and clear my account.

fault reported 06/04/16 ref 14965, same fault reported 30/5/16 ref 37231/26/300516, same fault reported 7/6/16 ref [protected] someone came out to survey fault 8/6/16 very same fault reported 8/6/16 ref 899433. fault reported 4 times with different ref no because they could never find it on their system. how did the person who went to survey go out. 10/6/16 spoke to Lusanda, Rafilwe {supervisor} investigating..still waiting for feedback

I haven't even opened a contract yet and I have had two weeks of nonsense. My biggest issue is not being able to get through to their Canal Walk brancj through which I have orded the contract. The shop answers the phone and then disconnects the call straight away. No attempt at apologising for being busy. The sales person Kanu had never actually called me back when he said he would, and he calls on the wrong number if he decides to call back. I am disgusted by their lack of customer service. I ordered a phone two weeks ago, informing Kanu of the urgency but to no avail. He has not put in any effort to ensure I got my phone on time and now it is late and he is not bothered by the tardiness or terrible customer service.

Good day

I am having a problem getting a telkom contract as when I applied. I was told that I have an existing contract with telkom. I have tried to get more information and all I am told that its for a landline in durban.

I have never had a contract with telkom and lived in durban when I was schooling in 1990 and have moved where I lived and worked in overseas and polokwane and now johannesburg. Please can someone check on this information and get back to me as when I am going to the outlets, they say that I cannot be helped there.

In November last year we relocated, and went to our closest Telkom offices in Lakeside Mall, the assistant emailed and faxed the our cancellation forms through and we were assured that after paying the necessary cancellation fees and the extra month that 2 lines would be cancelled and the 3rd line moved to our new address.
The 3rd line was moved and installed, but we are still being billed as if we have 3 lines. After resending the cancellation forms as requested by a consultant telephonically, and more numerous telephonic communications as well as chat communications, they are still unable to furnish us with a physical address for their accounts department, and even the number listed, "does not exist", not mention this issue is still unresolved. This level of incompetence, no wonder there is no confidence in investing in this country, if the telecommunications provider cannot afford a simple service!

I agreed to 2 tablet contracts with Telkom in March. The Sales Lady did not even advise me that I would be paying double the amounts on the first bill due to part month charges so at the end of March Telkom debited some money. I received a sms in April stating I need to make payment or the account will be barred. I called the Telkom Customer Services line and the lady advised me of the part month charges and that if I make payment for the amount she advised me of then I will pay the agreed subscription amount going forward. I did make a bank transfer. Telkom did not debit me on the last day of the month for April but instead send me a sms stating that I owe triple the subscription amount. I called the Customer Services Line again and the agent advised me that I still owe money from the part month charges, he advised me of the amount I would need to pay and if I make that payment the account is up to date and I will pay the subscribed amount going forward, I was once again assured and did the bank transfer. I have now been debited in the middle of May for double the tablet subscription which is utter nonsense. Telkom have taken money out of my account on any day in the month which is fraud. Why is the Customer Services so terrible, I have never come across a telecommunications company with absolutely terrible service. Every time I call the Customer Services line the agents assure me that the issue is resolved but they keep asking and taking and taking more money from me without my consent. I even sent 2 emails to the Telkom Accounts email address regarding this issue and have received no contact back with a resolution. The agents need to be unskilled in the way they do their jobs and handle customers as I have been lied to by both agents. Please be aware of the companies disgusting way of helping customers.

Hi. I applied for a lg g4 stylus phone online from telkom mobile. Phone got delivered in january 2016. Since I have the phone im having problems. Doesnt wanna read sim. I took it back they sent it in for repairs. 2 weeks after the same problem. Yesterday I went to pick it up again. The technician comment: blacklisted phone due to fraud! What an embarressment that was. Sitting there n ahe tells you its fraudulent and blacklisted. I am requesting a new handset but all im getting and im not sure when will this happen is a blacklist being listed from the phone. I have never felt so humiliated in my life sitting there yesterday. I went to the police station to get an affidavit this morning and emailed it through to the lady at telkom.  

Telkom charged me for a one hour call to holland which I clearly didn't make (I called the number to find out and its the vodaphone call centre in holland?)
No matter how many letters I sent them affidavits and a request for the details of the call from their roaming partner they have just ignored me
They have also refused to give me or my attorney details of their legal department
I had to pay otherwise I would have been cut off
This has happened before and I am changing telcos but its just another case of parastatals and bog corporates giving the consumer the middle finger
I tried icasa too the fits time this happened and they don't even acknowledge the mail

I am the owner of Hot Pepper Internet Solutions and have been a Telkom client for a good number of years now. On Tuesday 25 April 2016 I phoned the Business Call Center of Telkom on 10217. I spoke to a man called Lloyd and I have to say, he was extremely helpful and friendly. I wanted to upgrade my business line from 4mbps to 10mbps. He looked on the system and informed me that the 10mbps was available ibn my area. I placed the order with him telephonically and he supplied me with the Order Reference number 140705762A and told me that it would take a couple of days for the change to take effect. I then called my Internet Service Provider and upgraded my dialup from a 4mbps to a 10mbps dialup which, of course, costed me extra money.

I waited a few days and saw no increase in speed on my internet connection. I phoned the call center on 4 occasions thereafter only to be told that with the public holidays it might take a few extra days and that it will be done by Friday the 6th of May 2016. Come Friday, I still did not notice any increase in speed what so ever.

This morning I phoned the Telkom business Call Center again and was on hold for close to an hour, being sent from pillar to post, only to be told that there is no 10mbps dsl service in my area. I was transferred to Sales, then to Technical Support, then to the domestic call center, then again to Sales. After that I lost count of the number of different people I spoke to.

Please do not get me wrong, I am not upset with Lloyd as he was the friendliest person of all the Telkom employees I spoke to since this nightmare begin. What I cannot understand is how his system can show him that the 10mbps service is available in my area and everyone else’s shows it is not. Further to that I have incurred as a result of this nightmare which will not be refunded by my ISP as this is not their fault.

I would please like for this matter to be looked into and Telkom to communicate to me how they propose to remedy this issue.

My sister, Tjadie Da Costa Pereira, reported her inoperative Telkom landline a month ago (i.e. 03/04/2016) via SMS (ref no 45CRZ030416). Despite numerous phone calls from my side (and an enormous waste of time), no progress seems to have been made in rectifying the problem. Yesterday the consultant at Fault Reporting assured me that she had spoken to the technician dealing with the problem and that he would attend to it either yesterday or early this morning. Needless to say...more than 24 hours later we were still waiting and I once again phoned Fault Reporting. This time round the consultant called a supervisor who admitted that she could not give any indication as to when this problem would be resolved. She also admitted that it was a widespread problem in our area and that numerous technicians had not been able to rectify the problem. So what now and when is the so-called service going to be restored?

I don't even know where to start as this last view months with telkom has been really bad especially this month.
We were due for an upgrade and we went in to upgrade but two days later was told it was declined and they don't know why called Desire she is the only one that really helps she said they told her that it was itc and we called them and after a while we gave up cause they had different storeys every time bought a I phone 6 s plus cash, a month later I called them to cancel the contract because I am still paying for it every month but cant upgrade lady said I can only cancel in store. Then got a call from loyalty department from telkom gentlemen said because I am a loyal customer I will get my data for cheaper and I told them that the data is not my problem that if I am so good as they say why can't I get a device and he said that I can go to any store now and pick any device he is loading it on the system. I called Desire told her about the conversation I had from their loyalty department and she said that she can see that someone opened my file but there are no notes made. Because my wife was robbed she needs a phone so I made a call once again to telkom customer care and asked them why we could not get a phone and told them that we revived a call from the loyalty department and he said we could get a phone I was put throe to a manager and he told me that someone tried to get a device on my name that it is at fraud department so all this time they never even told me someone tried to buy a phone on my name. He said that I must take 3 months bank statements, proof of address, id and fill in the upgrade form we went in did it was send to Desire and we were told 24 hours is way past 24 hours they still don't have an answer and this is not the people working in the cell shops fault they did their work they are also waiting for the departments to get back to them.
Because my wife was robed on holiday we drew all the money out of the account with my other card because the took her wallet with her bankcard and all the info was on her phone. The debit orders did not go off but after we stopped everything at the bank my wife called telkom mobile customer care told them the debit order did not go off that she wants to do a payment now and need the banking details the lady gave her the banking details and my wife did the transfer of R3965.23 she called them again to ask were she could send proof of payment and she send it to Wayne Kona and he send her a case number back on the 25th Telkom debited my account again for the R3965.23 and we called them again cause the money left in the account is for my life policy that is going of that night, a very rude person who assisted me told me that there is nothing they can do that telkom will credit me next month I told him that the money they took is for my life policy and that it does not work that way who can just pay almost R8000 on a cell pone account and stuff my policy he then said that the lady who gave me the banking details should of told me that there is a another debit loaded for the 25 th that I should not pay but the lady did not tell my wife that, I asked to speak to a manager and each time they would put me on hold for a long time and drop the call from their side. On Tuesday I called again spoke to view people and then got to speak to a manager her name was Tony told her that Telkom took money again after we paid and send proof of payment told her that when my wife called for banking details the lady did not tell us that we should not pay because there is a debit loaded for the 25th I told her that my life policy did nit go off because Telkom mobile took the money that was for my life policy and I told her seeing this calls are recorded I just want to state that should I die Telkom will be liable for the 10 million on my life policy.
I am so tired of the really bad service, lies, and the poor service from their customer care centre.
They always advertise all the latest devices and when you want to order it they don't have them in stock should you order it takes up to a month to get it. I am stuck with 2 I phones that is only a 16 gb because telkom could not get the 32 or 64 gb they advertised.
The poor signal problems are also just getting worse and worse for ever dropping calls people can't hear me.
Telkom used to be good when I joined them but the really got bad this last view moths was a nightmare with them and this last months even worse I am on the phone with them every single day and my problems can't be resolved