Telkom SA SOC
Reviews and Complaints

Hi there,

I settled my Telkom LTE months ago based on the settlement amount provided by Telkom themselves. This after a 12 month period where i was continuously debited incorrectly because apparently the record of my cancellation was lost, 4 times!

To my dismay, i received an sms 2 weeks ago to say my account has been handed over for an amount of R162.00 that i owe Telkom. My credit report reflects the same, a judgement!

Customer care at Telkom has not been useful in helping resolve this! Thanks

Regards
Robert

dear Telkom

it seems ( I may be incorrect ) that you have sold a debt book to a company called collections at debt -co - well they have put me on ITC and I owe Telkom nothing and worse I believe even if there was an amount outstanding ( which I dispute) then it has prescribed - and it is illegal to collect such in terms of the NCA

they can provide me with nothing from Telkom to get to the bottom of the problem but put me on ITC

please assist me by giving me the details of this account I supposedly owe,

Account no [protected]
EFT Ref No [protected]

this is all they have - no contract which I will need to see if is my account - no address which corresponds to my address and no date when the capital comes from

surely you should agree this is unethical and illegal done under the auspices of collecting Telkom debt -surely you cannot give this over to people that collect money illegally - I am still a Telkom client and cannot even get a new phone by you because of this

regards

M Marais

Good day, I fell into arrears for more than 1 month and I had to pay for 2 months now, meaning the previous month, being June 2019 plus the current month, being July 2019 falling due on 5 August 2019. I made an online payment through the Telkom App and received confirmation shortly thereafter at 01:14 AM on 25 July 2019. If my service has been suspended, Normally when i make such payments, my service gets reconnected almost immediately. I AM HIGHLY DISAPPOINTED AT THE MANNER THEY ARE HANDLING THIS MATTER, THERE IS NO SENSE OF URGENCY. I cannot live without my internet connectivity, I AM HIGHLY DEPENDENT ON IT ON A DAILY BASIS. ACCOUNT: [protected]. I HAVE ALREADY SENT THROUGH PROOF OF PAYMENT TO THEIR BILLING DEPARTMENT BASED IN PORT ELIZABETH, HAVE BEEN LIAISING WITH 1 OF THEIR TEAM LEADERS NAMED MOSES MOKGETHI, HE SAYS HE HAS FORWARDED THE PROOF OF PAYMENT AND ESCALATED THE MATTER TO 1 OF THE RE-CONNECTION SUPERVISORS, NAMED MICHELLE HALL-JONES. PLEASE RE-CONNECT MY SERVICE AS IN LIKE YESTERDAY. ELSE I WILL BE FORCED TO CONTACT A DEAR FRIEND OF MINE FROM ICASA.

I received a Transunion report today where there is a default on for Telkom! In January of this year I contacted Telkom to get an ADSL line for my home to get internet at home.
Firstly, the order took over 2 months to process and eventually a technician came out to our premises to install the ADSL lines, after I paid R 700.00 which I am battling to get back as well. The technician advised that there is no lines at our house as it was stolen and because the lines run over a field, this would happen again. I then decided to rather get Wifi at another service provider as Telkom takes forever.
Okay so that day I phoned the call center and cancelled everything, end of that month March 2019 the first debit order went of my account. I immediately reversed the debit order and in the coming months this just got worst as they would double debit my account.
I tried to phone their customer care daily, holding on for 30 - 45 minutes at a times, I went to numerous Telkom offices and the opened one case number after the other.

This went on until July 2019, thereafter my account was not debited anymore. However when I received my Transunion report today is clearly states that I have 1 default account and that a Telkom account is 120+ days overdue.

Good day

The following is a brief outline of my struggle

28 Feb 2019 Modem received @ 15:50 from RAM couriers after being out for dispatch for 4 days, Courier was in a hurry and rather rude.

1 Mar 2019 at around midday, modem was activated.

Over the next 48-72 hours I tried to get system running stable without any luck. I called the call centre who told me I had a capped LTE service which was incorrect as tConnect sold me a 45meg download speed with 300 minutes for telephone calls on the phone.

5 Mar 2010 @ 11:20 went to Telkom Mobile in Shelly Beach where Lindani Chiva explained that tConnect had sold me an Uncapped service with speed capped at 10megs. I requested Lindani to process cancellation, he proceeded to cancel in front of me, then provided me a ref 27350765 and advised I should wait for courier who would collect. When I got home I unplugged modem and packed it back in the original box waiting for collection.

15 Mar 2019 I called Telkom Mobile and spoke to Zanele Khumalo who was very helpful and explained that they would cancel with no charge as I only had modem for +/-4 days. Zanele provided me with yet another ref 27350765 and 374730687A, she advised the courier would call to arrange collection.

19 Mar 2019 when no one had collected modem yet I sent email to RobertGL@telkom.co.za asking for assistance, found his email on a online forum
https://mybroadband.co.za/forum/threads/lte-uncapped-early-cancellation.853775/

22 Mar 2019 received a call from Telkom asking if modem had been collected by courier. From email Gopolang Kiwiet wanted to know if modem collected so cancellation can be processed and penalties waived.

29 Mar 2019 received another call from Telkom asking if courier had collected modem

26 Apr 2019 sent email to natcc@telkom.co.za asking for advise on the progress of cancellation as now Telkom Mobile had debited my account, which is unfair, Telkom has a ref for cancellation not 96 hours after activating service.

1 May 2019, I called Telkom Mobile and spoke to Lusanda who assisted me to cancel online and supplied me with ref 28109782 to cancel service number [protected]. Lusanda stated my cancellation request was sent to wrong department which was the cause of the delay. He advised me to wait 4 days for courier and if not collected I must take modem to Telkom Mobile and ask them to provide proof of receipt.

3 May 2019 received call from Precious stating I was still using service and I had to pay R2800 to cancel. I told her I cancelled within 4 days of receiving modem and modem was in a box with no power and SIM card removed. She insisted I was lying. At which stage I told her to call manager who she said was on lunch.

+/- hour later received a call from Maxine who was very helpful and she stated she does not know where Precious was looking, but she can see the last time the modem was connected was the 5 March around lunchtime. Maxine advised me she would follow up.

9 May 2019 tried to get assistance from HelloPeter but no response received to date

9 May 2019, received SMS saying service suspended for non-payment. When I go into Telkom App it shows all pending queries for cancellation have been resolved, But I still have the modem?!

10 May 2019 went back to Telkom Mobile in Shelly Beach and again spoke to Lindani who then said they are not allowed to take my modem and assisted me by senting an email to a few people including Thulani who was in control of the dispatching of couriers.

13 May 2019 I sent another online request to cancel.

13 May 2019 I sent an email to ICASA, consumer@icasa.org.za requesting assistance in this matter

15 May 2019 Received an email from ICASA saying complaint had been registered with reference no KZN1053/19. Also received an email from Evette Singh (Evette.Singh@ignitiongroup.co.za ) stating collection had been re-logged on 14 May 2019.

16 May 2019 I called Evette on 0315828300 asking for progress as no one had contacted me yet. She advised she would follow up and call be back asap.

17 May 2019 Modem collected by Ram Couriers, waybill attached

25 May 2019, Telkom debited my account, I called bank and disputed debit order and reversed at a cost to myself

6 June 2019, a follow up email sent but no reply received

25 June 2019, Telkom debited my account, I called bank and disputed debit order and reversed at a cost to myself

25 July 2019, Telkom debited my account, I called bank and disputed debit order and reversed at a cost to myself

I do not feel it is fair that I have to take responsibility for Telkom's mistakes.

Would appreciate any assistance in the resolution of this problem.

Regards

Good day

I have logged a call so many times and spoken to management and I'm still not getting any assistance on my problem, I'm even thinking of cancelling the contract I have with Telkom due to incompetency.

A simple thing that I required was to change the contract that I have resent my taken with Telkom of 1 gig data to a regular number that I use which is [protected]. I believe should be so simple to do it but it almost a month I'm waiting for the service. I even spoke to a manager who failed to help me Bonke Conjwa, who even gave me his email and promised to come back to me, till today I'm still waiting for his call including one of the staff by the name of Bonolo Mampaka Lehutso who also failed to come back to me as promised. I'm wondering why they are not returning my emails or is it how Telkom operates?

Can I please know what I need to do now to get this sorted as I'm so frustrated with Telkom and I'm about to skip the network and report the matter to ombudsman so that all the contracts I have can be cancelled with Telkom for bad service.

I will appreciate an urgent response to this matter

Kind Regards
Raynold Jiana
[protected]

Dear sir, madam, I Mr AK Goolam have acquired a contract with Telkom which is now in existence for the past 10 months. The contact is a landline WiFi contract with a mobile SIM which is part of the contract. For the past 4 months neither am I able to receive nor make calls from my mobile SIM, and as per the contract neither am I receiving the I gig data which I have been previously receiving. I did go to your Kzn, Durban, Chatsworth branch to enquire. It's been two weeks now and nothing has been sorted out. On the first occasion, your consultant Azgar attended to me and advised that he would resolve the query and call back. (reg. No.1.#4612429). He is yet to call back. I rates Azgars service as a zero. The branch manager three days later called to interrogate me as to why I rated his employee with a zero. With his arrogance and attitude, Javed your branch manager reluctantly said he would resolve the query and get back to me. Two weeks has passed, your branch manager Javed has not responded. I now understand his arrogance and attitude... basically I need this issue resolved. Thanking you in advance... e-mail address: [protected]@gmail.com
tel : [protected]
cell: [protected]

hi

i recently got a new telkom mobile contract. this is when my nightmare began. I have always had a telkom fibre at home with no problems whatsoever.
as soon as my new cell line was activated, it has now combined my accounts which i did not ask for as my mobile number is paid by my employer and i need to have two separate accounts.
subsequently, on the 18th of the month, i get a notice to say my credit limit was exceeded ( dont know exactly what that is ) and then i am cut off on my mobile and home fibre.
upon enquiring, i am told i am not in arrears as my payment is only due the 5th of every month but i must pay now to be reconnected?
also, the cheek they have is to charge me a reconnection fee even though i am not in arrears...wth ?

worst decision to move..they are hopeless and useless

my number is [protected]

I canceled my business contract on the web interface and wrote with a letter clearly stating that am cancling my contract. to get VVM DEBT COLLECTORS sending me a demand payment of a contract that i clearly cancelled. i want this account to be closed. i followed all the steps to do this, to have them still billing me and cheek to send me to VVM DEBT COLLECTORS demanding payment for a service i dont even use. to all customers out there, dont use Telkom for your business. there are so many services that is better than Telkom, am going to get our whole family to cancel there service with telkom. we run a IT company and i will advice all our customers to move over to a better service than what telkom has to offer. there nothing great about this business telkom - service is none to nothing.

I got a contract from telkon in April 2018 in Vredenburg Sterrezicht 33 - free calls to landline numbers, wifi unlimited and 1gig data to use whenever. I asked telkom in september 2018 to transfer the same account to the above nelspruit address. There is a voice recording that your agent said 7 days. Since september I did not get service at all from telkom - its is 10 months already. I wanted to buy a vehicle in october but because of telkom's bad service they handed me over. They promised to sort out the problem. I made a payment just to be able to buy the car. You owe me that amount!
Now they want to keep me responsible for the account up to now 18july 2019. I still dont have service for 10 months! They call me during work hours because of this account that has been handed over to the debt collector; that i'm not going to pay! because I still dont have service. I keep on calling about the same matter, they give me reference numbers and tel me the matter has been resolved - I dont know what the did about the matter, but nothing has changed...!
I said I want to cancel the contract - they say I must pay epenalties! for the service I did not receive until today. What do they want me to pay? I paid money that they promised to pay back - nothing has happened.
I went to the telkom offices, but your people are not competent enough to handle the problem. Nobody can help me!
I want to buy another vehicle but TELKOM handed me over to the debt collectors - they are calling me at work. And obviously I cannot buy the car.
Im not even sure if youre going to read this and attend to this matter
I want my name clean and this debt taken off - it was contract breach from your side!
I still have nothing! and you want me to pay for 10 months of nothing?
You can cancel the contract as well. I will get a better service provider. I will take this matter to the ombudsman

I ask Telkom to capped my account to 150 but it is 217 again, who can help me mobile number [protected]. This is very frustrating, when ever I call and click 8 for dispute it switch off. what can person do. can I cancel it rather if it will carry on like this, with no business sense at all. I have no joy with this one as the old customer of Telkom they use to be good

Good day my name is QUINTON CRAWFORD I'm with telkom for the past 4years now, this year I decided to get a wifi contract with them, long story short telkom over debited my account on the the 30th April 2019 by R1650, from that time till now I have no feedback from telkom they opened a case reference:[protected], they closed that case and said its resolved with no feedback to me, they then said there's no proof of a double debit I then forwarded the proof to them they said they will sort it out, a month and a half later still no feedback I then went in to the store to lay a complaint I was given reference:[protected], still no feedback (this was 2weeks back) I went back to the telkom store on the 12th July 2019 I was given a further reference:[protected], I went and done a reversal after 2months of waiting for my money so today I get sms's stating I'm in arrears and need to pay or they handing me over to lawyers and they will suspend my service, my ID number is [protected] the account number in question is [protected] please can you help me

Please assist me to cancel this account.
• Name: ECP Goss
•• email: [protected]@gossbalfe.co.za
• Department Segment: Fixed Residential
• Number to Cancel: [protected]
• Case/Order Reference Number: [protected]

The time line of events is as follows:
27.02.19 I cancelled this line on the website for the second time. I did not receive a reference number the first time.
19.03.19 I receive a sms requesting a death certificate and send an email to the requested address explaining that Mr Goss is not deceased.
19.03.19 I receive an automatic reply - attached above
27.03.19 I reply to this explaining that Mr Goss is still alive but has merely moved to a retirement village and his new number is on the same billing.
18.04.19 I receive no response so send yet another mail.
18.04.19 I receive a response stating that the request came through as a deceased client.
24.04.19 Again I respond to no avail.
30.04.19 Again I request a response to no avail.
13.05.19 I receive an automatic response which is sent to fre@telkom.co.za - I never received a response there either.
16.07.19 I am now posting complaints on every available social media platform in an effort to receive some sort of response from Telkom.

Please could someone in your organisation do me the courtesy of a reply, either to assist me in this cancellation and arrange a credit for all the months overcharged after the effective date OR steer me in the correct direction to do so.

I have attached all the correspondence relating to this. I have spent hours on the telephone trying to get assistance to no avail and I am quite frustrated as to why this can not be processed immediately.

I await your urgent response.

On or about the 18th of June 2019, I handed my Huawei P-Smart, hereinafter referred to as "device" to the courier company for Telkom, as I was experiencing a problem with the battery life on the device. It is imperative to note that the device when handed in to the Telkom courier, was fully operation and in excellent working condition (other than the reduced battery life issue).
Good day

I attempted to obtain feedback on numerous occasions regarding the duration of repair and the warranty of the device battery, upon contacting the call Centre Agents, I was advised that the warranty on the battery of the device was one year. On this basis I continued the repair of the device as the device would thus fall under warranty, as the device was less than a year old. At this junction I would like to point out the following which summarises the basis of my complaint and grievance:

1. I was incorrectly advised that the device carried a one-year warranty, and on this bases I continued the repair only to be later advised that the device battery carried a six-month warranty. I then cancelled the repair, as I was under the misguided impression that the battery would be covered under warranty.

2. Upon request for the return of my device, to my absolute shock and horror, I was advised that the device was un-operational and I was required to pay an inspection fee to have my device returned.

3. I immediately requested a technical report to ascertain the issues with the device, which I attach hereto entitled Annexure 1. The report stated the below:
3.1. Screen lifting up;
3.2. Battery swollen due to alleged unauthorised repair;
3.3. No power

4. The device screen was returned cracked and the device would not switch on, see pictures attached entitled Annexure 2, 3 and 4;

5. The device was not returned in the original box that it was sent with.

I have never removed the battery or caused the device to be repaired or tampered with by an unauthorised provider, the allegations made by the repair centre is unfounded and without merit. I handed in a completely operational device, other than the reduced battery life, and I was returned with a cracked broken device.

I am appalled by the actions of the service provider contracted out by Telkom. Telkom as my service provider has not stepped up and assisted me with trying to have my complaint and grievance dealt with. I have been without a phone for over a month. I have in my possession a device which is not working, cracked and un-usable - this is solely as a result of incorrect information being provided to me and complete disregard and neglect of my property which I entrusted with Telkom.

In light of the above I wish to exercise my right in terms of Section 56 (3) (a) of the Consumer Protection Act, to have my handset replaced, and would like to know from Telkom how else they intend rectifying this wrong. I have been a loyal customer of Telkom, having convinced family and friends to support Telkom over other service providers. I am very disappointed by this unfair treatment.

Regards
Dr S M Ramsunder

Carol- anne botha johannesburg. Telkom most greedy/thieves i've com across. Charging back out fees of r210 of your debit order fails. They don't stick to debit order agreement dates & debits you whenever they feel like it & charge you if the debit is returned. This must be illegal as it cannot possibly cost them that much to submit debit order requests. You're also not allowed to cancel you debit order as this us the way they make their money (stealing from their customers). I've now decided to close my bank account & will be reopening a new one in order to stop telkoms looting. Taking up a contract with telkom was the worst decision i've ever made. I'll pay them in cash or they can black list me for non payment that's how fed-up i am.

I do not understand why my bill is so high than the contract amount I signed up for which is R400 but my bill comes up to almost R900 most months when I don't even top up that often with large amounts of money. I am totally fed up and I stopped topping up because of this but my bill is still this high. This is really ridiculous!

I really require assistance and an explanation as to why this is occurring. I can't be paying this much. This is leading me to even wanting to cancel this contract period.

L Le Roux
21 aandblom street Janhofmeyer 2092
[protected]

I have phoned customer care, adsl department, and I think i end up in all different departments. My line [protected]) is off sin the beginning of June 2019, I have phoned in like every second day to find out whats going on, the reference number they gave me is 288 397 33
none of the 20 people i have spoken to in customer care seems to know what they doing . I am at the point where i want to cancel my services with Telkom after almost 10 years .
the question i ask myself is, Is telkom so big that nobody work at Telkom knows what their doing.

Good day, I had a contract with telkom mobile in 2017, the device fell within few months and the screen cracked. I had to return it to get it fixed but they told me they still going to get a quotation fron another company which I did not understand asbecause I got a contract with telkom. After some months I went back as I did not get a feedback from them about the device they asked me to pay a certain amount to get the device realised from wherever telkom
Pretoria woodlands took it unfortunately I never receive the device back eveveranda today and no communication or feedback was provided. Now I am headed in to debt in for payments for something I do not have in my possession. Please help

On numerous occasions have I paid my account with Telkom and then my service was suspended for no reason whatsoever. It seems who ever is responsible to process the payment does not do it in time and my service gets suspended. I have been to the Telkom branch East Rand Mall plenty of times and whenever I go there, they are "OFF LINE". The service received from this store was pathetic to say the least. The last straw was when I spoke to customer care agent TSHIMANGA DZO who treated me appallingly. I do hope you have the recorded telephonic conversation where I asked him numerous times to speak to his manager. He refused that and would not give me the opportunity to speak as he kept on interrupting me when I tried to speak to him. I am now at the point where I can renew my contract with Telkom. I AM NOT RENEWING my contract thanks to this individual and general bad service from Telkom. I am so glad to soon be rid of Telkom's unprofessional and pathetic customer care.
Tom Combrink.

Dear Sir

I address this letter to you as my final option because with Telkom queries I only get an answer "can not assist you"; the email address as above only came back as "inbox full"

I have cancelled the services on the 16th of January 2019 (request attached) and received confirmation during February 2019 (correspondence beneath)

As yet only two lines were cancelled and the other two still been charged for

It would be appreciated if you could forward this to the person / department that will be able to solve this problem

I really do appreciate your time and assistance

Kind regards

Mrs M Janse Van Vuuren
Head of Administration
Vryheid Cranes cc

www.cranes.co.za
[protected]@cranes.co.za

Tel No. [protected]
Fax No. [protected]

From: Vryheid Cranes
Sent: 01 July 2019 13:13
To: 'stocst@telkom.co.za' ; 'ministry@dtps.gov.za' ; 'sqoza@dtps.gov.za'
Subject: FW: [[protected]]VRYHEID CRANES CC - ACCOUNT NO. [protected]
Importance: High

From: Vryheid Cranes
Sent: 24 June 2019 16:31
To: 'stocst@telkom.co.za'
Cc: 'ministry@dtps.gov.za' ; 'sqoza@dtps.gov.za'
Subject: FW: [[protected]]VRYHEID CRANES CC - ACCOUNT NO. [protected]
Importance: High

From: Vryheid Cranes
Sent: 24 June 2019 16:25
To: 'stocst@telkom.co.za'
Subject: FW: [[protected]]VRYHEID CRANES CC - ACCOUNT NO. [protected]
Importance: High

From: Vryheid Cranes
Sent: 19 June 2019 13:32
To: 'stocst@telkom.co.za'
Subject: FW: [[protected]]VRYHEID CRANES CC - ACCOUNT NO. [protected]
Importance: High

From: Vryheid Cranes
Sent: 19 June 2019 13:05
To: 'stocst@telkom.co.za'
Subject: FW: [[protected]]VRYHEID CRANES CC - ACCOUNT NO. [protected]
Importance: High

Dear Sir / Madam

With reference to the undermentioned correspondence we would like an explanation and / or reason why only two of the lines were cancelled but not [protected] and [protected]

This is a matter of urgency due to the fact that we already have paid March and April 2019 statements and received yet another statement for May 2019

Your urgent attention will be appreciated

Kind regards

Mrs M Janse Van Vuuren
Head of Administration
Vryheid Cranes cc

www.cranes.co.za
[protected]@cranes.co.za

Tel No. [protected]
Fax No. [protected]

From: stocst@telkom.co.za
Sent: 17 January 2019 13:05
To: [protected]@cranes.co.za
Subject: RE: [[protected]]VRYHEID CRANES CC - ACCOUNT NO. [protected]

"Dear Mrs M Janse Van Vuuren

We regret to see you cancelling your service with Telkom.

Please note of the following:

• Cancellation Order Number: 215612874A
• Your Request to Cancel Lines
• Cancellation Effective Date: 16/02/2019
• Order backdated: 16/01/2019
• Cancellation of lines is now done and pending.

Kindly note that:

• It may take up to 2 months for the billing process to be completed after cancellation
• A 30 days' notice period applies on all service cancellations
• Where applicable, refund amount will show as a CREDIT in the invoice reflecting the cancellation adjustments

We value your business and trust that you will reconnect your service with us again in future.
For more information, please do not hesitate to call us on 10210 (Home) or 10217 (Business)
Kind regards
Telkom"
From: Vryheid Cranes [mailto:[protected]@cranes.co.za]
Sent: 16 January 2019 12:20:00 PM (GMT+2)
To: STocST@telkom.co.za
Subject: VRYHEID CRANES CC - ACCOUNT NO. [protected]
Attachments:
Dear Sir / Madam

Attached please find the following completed and signed document, namely

• Cancellation of Service

Kind regards

Mrs M Janse Van Vuuren
Head of Administration
Vryheid Cranes cc

www.cranes.co.za
[protected]@cranes.co.za

Tel No. [protected]
Fax No. [protected]