Telkom SA SOC
Reviews and Complaints

I currently have a contract with Telkom Mobile. I am now in my second year paying the contract. In February my phone stopped working and it was handed in at the Telkom Division in Richards Bay. I was informed that the phone would be sent for repairs. After a couple of weeks without a phone I returned to the store and asked them where the phone was. They then contacted the repair center and I was told that they would come back to me.

It has now been more than two months without a phone. On Monday, I returned to the store and they were shocked to see me. I then received a call from the courier company informing me that I am to pay R188.00 for the return of my BROKEN phone as it would not be feasible to repair.

This is my problem - I have been paying every month without a phone. Now Telkom is telling me "you can have your broken phone back if you pay us R188.00 to send it to you". I keep on paying every month and this is the service I get. Unacceptable. My handset is still under guarantee yet you can not fix or replace it.

I have returned to the store and was greeted by a Telkom employee that could not assist me as she needs to discuss it with the Manager and she would only return on Tuesday. When I phone the call centre they send me to the store. Really people I can not keep on running back and forth without any answers or advice.

WHAT TO DO?
You can contact me on [protected]
My ID number is [protected]
I believe you need this information in order to resolve or check into the matter (That is if you even bother).

The beginning of April, Telkom decided to bill me a ridiculous amount...when I called in to the call centre I spoke to Cassandra Meyer...she figured something was wrong and sorted the issue out...she them told me AN an invoice a few days later reflected that a smaller amount was due only at the END of April. Mid April I received a message saying that my service will be interrupted if no payment was made. Immediately I emailed the threat to Cassandra who to this day I have not heard from... two days later (Monday) my line was suspended...I called customer care and tried to explain to them what Cassandra explained to me... instead the query had to go to the back office (by the way no call centre agent can even contact the back office) and I was warned that this will take 4 working days, and only Saturday did I get a mail saying ref # [protected] has been resolved. So when they say it has been resolved, I automatically thought that they admitted the error or sorted out the issue and so therefore my line will be reinstated... so now it is Thursday 28th April. I have been calling agents everyday..i requested that the person at the back office who was assigned my case would call me... has not called me although I requested it 4 times this week... and so basically there is nothing in the world that anyone can do regarding my case until...that individual decides to give me a call. no team leader or manager can help me.
In-fact, every time I call in and I request to speak to a manager I am told they not around. APALLING!

I am a student and a locum. I rely on my phone so much for study purposes ad communication... I lost out on shifts detrimental to student fees... because of the poor poor service I got from Telkom... the service is not customer friendly at all!
apparently it takes NINE WORKING DAYS to get a response from the famous back office and today it DAY 11.

I regret with all my heart and soul the day I took out a contract with Telkom... as I atleast have issues every 3 months with them... and never do I get an apology.

Does anyone even take responsibility?
What compensation will I receive?

[protected]
[protected]@yahoo.com

I Purchased a sim card from Telkom Westville on the 06/02/2016. When installed, I found that i did not have signal in my area. The sales person did not check if I had signal in my area (Queensburgh). I went back to Telkom on the 11/02/2016 and was advised that a technician will come out and investigate. he reported back that there was no signal. The contract was then cancelled. Every time I phone Telkom they say that the refund will go through. Today I phoned and was told that the refund was credited to Telkom account and not my personal account. I was given another case number ([protected]). This is probably the 6th case number issued. Now I have to wait another 7 days hopefully to get my credit.

I recently applied for a contact and waited almost 3-4 weeks for them. Eventually they called me, after telling the lady please phone back near the end of the month so that the debit order can be arranged and the prosess of getting my phone would go faster, they never phoned back. So I applied again still tacking them 3-4weeks to phone me, now not only do they phone but they phone when I can't answer because I'm at work busy with clients. Trying to phone back every time with no answer. Now I get emails to say I have to apply again. That is bad service, all they had to do is phone back later in the day. BAD SERVICE!

Telkom account number: [protected]
Last invoice number: 604a10123837

Date of “consumer contract and services cancellation/retention request” form + id sent: 30 november 2015 12:34 pm

Request date of cancellation: 2015/12/01
Services that had to be cancelled was the voice line and the evening/weekender plan

Several attempts to follow up with the matter was sent to '[protected]@telkom.Co.Za' & '[protected]@telkom.Co.Za', i also received calls from the escalation centre promising this will be sorted.

I used to work in the it department at my previous company and i was the contact person and middleman between the business and telkom. Somehow, one day my bill came through to my email address and someone on your side changed my name on my bill to my colleagues name who has nothing to do with my personal fixed line at home, she just sometimes also assisted with the company's telkom accounts so details got mixed up. I am sure i will be able to provide the last bill sent to me that still had my name on it.

My account is now on r1978.85 and i settled everything i owed in december as i requested cancellation in that month… i cleared the account. How is this going to affect my credit record? I have not been staying in that house since august.

On 4 january 2016 I submitted a cancellation request at postnet in secunda for the cancellation of my current adsl service.

Month en march 2016 I checked my account detail / bill received only to find that I am still paying for a network service which was requested to be cancelled.

On 1 april I contacted telkom and explained the situation. I was told to e mail all the relevant documentation inclusive of a id copy to [protected]@telkom.Co. Za which I did.

Receiving my april account exspectiing to see a refund, only realising that I have been billed again for adsl service which were supposed to be cancelled by month end february 2016.

I phoned telkom again and was informed that the documentation must be sent to the service cancellation department at [protected]@telkom.Co. Za. Which I did after our coversation.

After some discussion with the person on the other side from telkom I have said that what is the purpose then for me to drive through from kriel to secunda, completing all the relevant documents for service cancellation and only to find out later that it is required to be sent to the cancellation department. What is the purpose then of the telkom branch in secunda. Why did they not sent it to the correct department in the first place.

My contract expired December where I went to a branch to inform them that I wont be upgrading even signed a cancellation form, Telkom contacted me a few times which I couldn't answer due to emergencies. Because the agent handling my case couldn't get hold of me closed the case without contacting me and never cancelled the contract. the fact that I didn't ask for an upgrade and signed a cancellation form should be confirmation enough that I want the contract signed. They made they own conclusions and are still billing me and sending data. I want nothing from Telkom just closed my contract and keep your data. I will not pay a cent until this matter is resolved. On what bases are you'll even sending me data, which contract did I sign for 2016. I have a copy of my contract that expired in December and will take this matter further to prove I don't owe Telkom a cent. I've had enough! They even have my Telkom contact numbers for which they never attempted to even call, that agent must do their job, escalation emails have been sent for months...this is unacceptable.

I placed an order on the 7th of April 2016 via the internet on the above mentioned product.
A lady phoned me regarding the contract verbally, and confirmed that the order is placed and that I should receive my parcel by the 15th of April 2016. It is now the 18th of April 2016, and yet...
Still no feedback. I have phoned numerous times, holding on for 40min at a time before someone can assist me. And then they can't really help me at all. I need the tracking number for my goods ordered.

I am not happy! Please assist me!
Worst service by the best incompitent people in SA.

For the past 2 months most of the time we did not have internet access/telephone line. The first call i have made with Telkom (10210) was on 22/03/2016 Ref 838CTK220316. The technician came out and did something. After that we had on and off access: for example then the line is working and no internet, then the internet is wor4king and no line, then both are not working and then both are working again. And when it is working, it's extremely slow. So it went on. I had the technicians number (Sello) and spoke to him about this but it was not resolved.
Then on 07/04/2016 i have logged another call with Telkom (10210) Ref 461CTK070416. I had no feedback/update from anyone and when i phoned again to follow up on 14/04/2016 i was informed that the technician tried to phone me on 11/04/2016 but could not get hold of me. I did not receive any missed call from either a private number or unfamiliar number on 11/04/2016. I have requested the call center to have the technician phone me and up to now, 15/04/2016 @ 12:04 nobody phoned me as yet. To date i am still experiencing the same issue and it has not been resolved. Please can anyone get my issue resolved and not just quick fixed?

In oct 2015 an add-on internet bundle to the value of r349 was added onto my cell phone account without my permission or knowledge.
I had to pay for it for three months before I managed to get it removed and refunded. Even though I asked for it to be removed it keep being added. I have refused to pay for it which resulted in them suspending my service on more than one occasion, the latest one for two and a half weeks.
Even after all of this the bundle has been added yet again at the end of march.
I have to call 4 or 5 time to get it reversed.
This is going to happen again now at the end of april again.
This has all been without my consent and if I didn't query it they would continue to take the monies from me every month without me using the service.
They have apparently done this to hundreds of other clients, which means that they are benefiting and taking profit illegally.
They are criminals and I want out of my contract!

I have been trying to get Telkom to cancel my adsl line since the end of February. I'm migrating and need the line to be placed in a holding pool for the new subscriber to pick up. Everytime I called the 10210 number, I have received numerous answers to my query, request for reference numbers to be sent to me - none came through, promises of managers that will call back - I'm still waiting, different email addresses to mail with regards to query - still no responses.. I sent my cancellation form in twice - and there's been no response. I have add agents hang-up on me and blatantly ask me "now what must I do about that". The service has been beyond excruciating and my line has still not been migrated. I fully understand that there would be a process for everything and that a certain amount of wait time would go into a request. Its only been 2 months later...

Good Day,

I have upgraded my Telkom contract on the 26th January to the Smart plan 100 which should result in charge of R139.00 p.m. I called the customer care centre a few days later to request a limited loaded on the account which would ensure I do not over spend on the monthly charge. which was confirmed by the agents I dealt with.
however on the 1st of March I was charged with the upgraded amount as well as an add on internet bundle fee which I have never agreed to.
I than queried the customer care centre and explained the issue of they advise it will escalated up until today my issue has been resolved. even though I have escalated on numerous occasions.
On the 24th March my bank account was charged with an amount of R885.39 which includes the add on internet bundle which is incorrect.

I have dealt with Meshan Naidoo & Sibusiso Sambo who have indicated that this issue will be corrected and resolved. however the Telkom account was credited for the 2 previous month add on internet bundle on the April invoice, but still including the internet bundle for the current month.

further more I have been trying to escalate to the next level as I am not getting any joy from the agents above and have been unsuccessful.
below is the emails sent to Meshan Naidoo. I have also attached the emails and reference numbers for the calls logged.
Latest call logged this morning reference number:[protected] Spoke to Xoliswa

Kindly note I am still awaiting a call from yourselves to resolve this matter.
This has been on-going since early March due to incorrect charges billed in Feb.

To date my account has been debit with R885.39 on the 24th March and have made a payment on 04/03/2016 of R198.16
However the attached bill received reflects that I have an outstanding amount.

I have attached all emails received regarding this query, which is still unresolved.

3 things which would need to be done.
1) Remove the add on charge as it was never agreed to. Please pull the call that was made to upgrade my account
2) Reconcile my account which should reflect the correct amount to be charged and than deduct from the actual payments received.
3) Refund my bank account with the difference in what is due to Telkom which is only the costs for the Smart plan 100 .

In 2013, my spouse and I signed up with Telkom for the smart plan 100, for a Samsung S4 Mini and an S3. The total cost of our packages came to around R260 each per month, and included 100 free minutes, and 5gb data per month.

In December 2015, our contract term came to an end, however we went into the store and were assured that the contract would go onto a month to month and not be cancelled, and we would receive the same benefits for a reduced fee per month (R99) as we had already paid for our devices fully.

We were subsequently billed nearly R800 per month from Dec 2015-March 2016, even after querying this with Telkom and cancelling our contracts.

Telkom had confirmed at the beginning of March that the contracts were cancelled, but still continued to bill us for the period 09 March - 31 March.

I have emailed them several times, called the call centre and opened cases through them, gone into the store and posted on Hello Peter, but does Telkom care? No! Did Telkom respond? NO!
Staff in-store are also unable to assist as this must be done through the call centre. Is there anybody competent enough in Telkom to handle this matter? Probably not!

On Sunday, I filled R100 airtime, and the money went out of my bank account, but never topped up my airtime balance. I called Telkom, AGAIN, and was put on hold by 5 different people in the call centre because nobody there knows what they are doing, and waited over 30 minutes before having to hang up.

Today I had to fill airtime again(this time R250), because Telkom refuses to help me, and I bought 2gb worth of data (R99), and it is not reflecting but took the airtime.

A month ago an agent from Telkom offered me upgrade my uncap adsl service to fibre. I told him, that if you don’t have an uncap service, I will not be interesting, but he replied that they already have, so I accepted to move to fibre.
A technician came, and install the fibre. After that, I received an email telling me that my service was Softcap. Then I call to the customer service and the agent Nokukhanya Ndwanwe, told me that I there is no need to worry beacuse I have an uncap service and she send a copy of my invoice where it’s says that I have Home uncap prem+.
Yesterday, when I was surfing the web, I just started to receive some notification that my quote is almost reach, that I only have 15 GB left.
Today I went to the store at Menlyn Park, and they told me that they can’t do anything about and I must call to the customer service.
I called to customer service, and after some transfers from department to another department, I was an attended by an agent that told me that Telkom doesn’t have a uncap service on fibre. So told her, that they must switch me back to ADSL with no cost because they are not giving me the service that I asked for. She told me that this is 12 month contract, and there will be a penalty for switching me back. After some discussion, I told her that I wanted to hear the record when I asked for the fibre upgrade, because I wanted that both hear what the agent offered me at that time, and I also asked for copy of that chat.
The lady put me on hold and told me that she will looking for the record, that she return she replied that she spoked to her supervisor and they will escalate the issue to another level because of my request of hearing the recording. They told me that I must wait until Monday to see if they allow me to hear that record.
All that I want, is an uncap internet service, I don’t care if it is fibre or not. If the agent offered me, by mistake, a service that the company does not have, I will be happy to return to my adsl line with no cost.
My Telkom line is [protected].
Luis Luna

Whom this my concern.

My WiFi is giving me trouble for about a week now and I decided to call the customer care line looking for a solution to my problem only Telkom can give me. The problem with my WiFi is the following ; at one point the Wifi is working and then a few seconds later it will be disconnected. I explained it to the consultant, he had given me an address to put into my search engine to try to log in to my WiFi settings. When this didn't work he told me that he would get the IT department to call me back to help me with my issue, but I'm still waiting for the call and nothing happened yet. This isn't my first time struggling with this type of problem with my Wifi.

Kind regards
J.Jacobs

Consumer Request for Contract and Service Cancellation land line

Account [protected] Request for cancellation was send end of December 2015 on the Consumer Request for Contract and Service Cancellation form. This was send to Telkom Service cancellation with my ID as I am the accountholder of the account however no response received up to now. I send emails to the Service cancellatio Department but only automation replays received each time I follow up.

Our Licensed Internet provider was cancelled with Afrihost aswell but we still struggle to cancel the the Telkom line.

I relocate to the Netherlands and therefore request someone from Telkom to respond to my cancellation.

Kindly send me an update to
Your assistance will be highly appreciated.

[protected]@techindigo.com please note that my cellphone contract wil be terminated in few days in SA and then Telkom can only reach me via mail. I am in process of getting a new mobile in the Netherlands but still need so documents to do so and a permanent address.

Regards
Annette Steenkamp

Telkom e-mailed me on 29 February that my contract is due for an upgrade. I immediately went onto their website to select a product that I liked and request and upgrade. The website informed me that a Telkom agent would contact me.

A week later I still had not received a call from any agent, so I tried the on-line chat. They informed me that they can't help me with upgrades and I had to contact the call centre. I did the latter 3 times, but had cancel the call each time after 40 minutes. I also went to a Telkom shop in Sandton City who informed me that I can only purchase the deals online which is seemingly impossible.

It is now exactly a month later, with no call backs and no options to actually do the upgrade. Not sure why they have online deals if they can't be purchased.

My Telkom ADSL line has been dropping almost every day since January 2016.
Its drops at approximately at the same time every morning for 4 to 5 hours and sometimes in the evening too. I explain this to the Telkom support agents that I speak to on the phone almost every day.When a technician finally came to my house, after 3 weeks, he did not bother testing the line and went straight to the Telkom switch, saying that there were several reports in the neighborhood of non working ADSL lines and that the problems were probably related. This is the last we saw of him. The problem occurred again the next day.
After several more calls to Telkom to report that the problem had still not been solved, another technician came. He tested my line, went to the switch, and came back saying the problem lay with the switch which was overheating. But nothing more happened and my line keeps dropping.
For the past 2.5 months I've been reporting this same problem to Telkom. Everytime the ticket gets closed by Telkom without the problem being resolved - prbably to meet some MTTR goal.
I've lived in some of the most undevelopped countries. Never have I seen such unprofessional and shameful service.

I am a PAYING customer of 8ta and on the 16th of March 2016 had my service interrupted due to an outstanding fee of R458 - their customer service confirmed it was an error by 8ta and they billed a 5gig data bundle I never requested (I have unlimited Data for 3 months). I was the first to pick this up and called your call centre and requested a query be logged to correct this on the 28 February 2016 and was told it takes 72 hours (Service level agreement I hope is noted) - then a week later I called again and confirm was my monthly payment is and that was SMSd to me by 8ta - lone be hold 5 days later my cellphone service was cut off for that outstanding amount THAT I DO NOT OWE. if it was not clear that I am upset – believe me I AM - I have in the past 4 days called their call centre over 10 times and hung up on 3 times - placed on hold for close to an hour at a time - told that the billings department cannot be contacted telephonically to fix this (VERY INTERESTING FOR A TELECOMMUNICATIONS COMPANY) - I have to wait 72 hours with no cell phone service - spoke to 2 manager who told me this is a problem with a number of 8ta member and there is nothing that can be done to FIX A PROBLEM I DID NOT CREATE - their supervisors Brenda Tshikhudo and Noluthando Nemudzivhadi - had the audacity to tell me to pay this money (that I do not owe) and my service will be reconnected and the money refunded to me – and that this is the more convenient way for it. Now to the reason for my complaint - if I have to speak to one of their incompetent stuff (shocking how I know more about my case that anybody in that who company) I will get a hernia – I have informed them constantly how they need to fix this problem NOW because 8ta is in breach of 2 contract - one where I pay for a service and not receiving it (cellphone) and their service level agreement with me to have a case I logged almost 3 weeks ago be sorted in 72 hours - only this was not done and I was told it was never assigned to anyone to deal with it instantly - I am sure there are delictual damages here too (I will let their legal department ponder that - I will be in contact with them) - I am sitting on day 4 still without any cell service and their call centre telling me there is nothing they can do to FIX THE PROBLEM THEY CREATE – the level of disgust I have for this provider is indescribable and I will explore every possible legal recourse I know to ensure that 8ta is brought to task

I've been requesting technical assistance since about December 2015 until now (16 March 2016), and have constantly reported this fault - for about 15 times or more-, and Tekom technicians did come out to my address indicated above, trying to repair / restore the line, but have been unsuccessful to date. I received a call this afternoon (16 March 2016) from a Telkom technician called "Vincent" from his cell no: [protected], informing me that my line [protected] is "unrepairable"
I again reported the fault this afternoon and received ref no: 460CTZ 160316 for Service ID [protected]
Please assist
Mr. Sidney Syphus