Telkom SA SOC
Reviews and Complaints

In january 2018 it was established whilst I was sick in bed that I had no line facility. I went to telkom ballito kzn office who informed me the cables supplying our area maidstone village - tongaat - kzn were being continually stolen and telkom had taken a decision to not replace the cables. They did not inform all the affected consumers of this in anyway. Telkom informed writer that telkom has a new program in place to supply all the affected consumers with wireless phones & programme would be starting in next six (6) months. The writer then took decision to cancel the telkom facility. Filled in applicbale form with reasons for cancellation. The writer is every month receving a telkom bill for an unavailable service. Each month the writer emails the cancellation department advising them to inform the accounts department of this issue. The writer event spoke to a telkom client serivces who logged a dispute for billing and still nothing has been implemented - nor has any telkom communication response being received regarding the ongoing problem. The writer will not pay for a service which cannot be accessed. Please investigate this issue which affected many other consumers in the area as well and who have chosen to go the wifi route. The writer does not have the need to have wifi installed being 63years my internet access demand does not justify this facility. Writer now has been billed for jan 2018 through to may 2018 and disputes again the payment of these bills as service was cancelled due to no telkom cables.

On the 26th March 2018 I took out a contract with you and Im kindly requesting you to terminate this contract with immediate effect because the product was mismarketed and I was misled by one of your consultants. I am so disappointed and dissatisfied at the same time. Could You please sort this ASAP
Whilst at it get me the recording of that day, I am now stuck with a router that cant connect to the internet because I don't have LTE coverage when I was told that it would work even if I am roaming. I want to have the damn contract cancelled with immediate effect and please come fetch your device. Poor Service that needs to be reported and please don't you touch my bank account if you haven't cleared this mess! I now have to pay this crazy amount for 1GB? The amount is almost double of what we agreed on.
This is Crazy, inconveniencing and annoying ❗️

Good Day

Order Number 228502207A Y Amodien

I am appaulled by the terrible service that I received from Telkom.I am shocked that this is how a major organisation deals with their clients.

I applied for telkom adsl on an existing line and the telkom assistant advised that it would take up to 3 weeks for instalation. The time had passed and when ever I try and do a follow I have to go via the call centre who kept telling me that they see no order on the system. Eventually after all the emails, phone calls and follow ups from my side, eventually the order was captured on the system. I suspect that my initial order was not captured as their was no trace on the system. If i had not done all the querying nothing would have ever come of my application.

I must add that it was very frustrating dealing with the staff at the claremont(stadium on main branch) . Whenever i send an email they would just ignore it and i would receive no response until i send numerouse follow up emails requesting feedback.

Eventually a telkom representaive arrived at my premises and did a few things but said that could not install the router and other equipment as they were out of stock ! Then why on earth did they pitch up at my house and to do what ?

I then then got in my car and went directly to the store and meraculously they gave us the equipment that was needed... This is all so strange for me to understand, Is this how your customers are being treated and why is this not a seamless process?

The package that we applied for was suppose to come with a lit box which we have still to date not received. Since then nobody has ever bothered to contact us with regards to this lit box and follow up . Is it my responsibilty to phone around all day looking for stock of a product that you promised was included in the package?

I then emailed Bruce Chikwavayire at your staduim on main branch on the 30th April to enquire about the lit box and received no response, i then did a follow up on the 02 May and as usual still no response.

The first payment has already been made but I have not received my full package,
If i fail to pay my instalment im sure you will be very quick to suspend your service but yet you can provide pathetic service and just expect your payment on time =.

I need this to be sorted so that I can be done with this once and for all.

Thank You

Good day,

I still have not been contacted by telkom and I cannot get through to the call centre.
Last month I had to reverse the money because telkom doesn't have the decency to get back to me.

This month another R3000 was taken and I assumed it was for both my contracts(the amount still did not add up) until this morning when telkom debited a further R1355.. My bank account is looking ridiculous because of this nonsense. So this only means that my log has not been resolved. I cannot be debited for a a cancellation I did not authorise! I should have both my contracts active.

I want this escalated and I will need a call from a manager by 12. It is unprofessional that telkom cannot sort this out. I did not give authorisation for a cancellation yet I am still being debited!

I am furious. The accounts department will need to send me an apology letter for my bank and pay for the bounced debit order because I have been dealing with this query for 2 months now

On 27th March we submitted a cancellation letter to Telkom to cancel our LTE service
Account No: [protected]
Service Ref: [protected]

Despite repeated e-mails, complaints submitted on line and phone calls to the customer care line - nothing has happened and we have now been billed for May.

At one of our branches in Pietermaritzburg at 12a Wendover Road we have had no ADSL service since 5th April 2018. It was reported on 5th April 2018 under Fault 216CNK050418 and again on 3rd May now under REF: 255CNK100418. We are continually being told the Fault is at hand with the cable division and has been scaled up to priority, but still as of today we have no service.

On the 31 Jan 2018 i send and email to telkom to cancel my telkom line [protected] end of Feb 2018.

After that day of the 1 March the line was still active and i called and asked them now what is the problem why is the line still working after i asked to stop it.

The lady told met to go to the telkom web site and stop it there. I've completed the forms and the line is still active and when i phone them they not answering the call.

I'm not going to pay for the account after i ask to stop the account. what is the next step
I've even send the operator the email on the 7 March 2018 at 11h03am of the 31 Jan 2018 at 08h49am and she said that they will sort it out. but till today still nothing.

To whom it may concern,

Line it relates to: [protected]

I contacted Telkom on 26/03/2018 for relocation of my line, I was told in 48 hours someone would contact me it is now 07/05/2018 and no one has contacted me. Through this very frustrating time I have made several attempts to resolve this issue by contacting Telkom and still no one has contacted me. I am writing exams in June and need someone to come and relocate my line, the service from Telkom is totally shocking.. the following days are the days I have contacted them and the pathetic excuses I get.

29/03/2018 - Nothing was logged apparently so they logged it for me and I received a order number 231313213A, someone will contact me in 48 hours - no one did
06/04/2018 - They have no idea of the order number so they logged it again, someone will contact me in 48 hours - no one did
17/04/2018 - Its in the semi-final stage and they will escalate it, someone will contact me in 48 hours - no one did
20/04/2018 - system was offline they can't help
23/04/2018 - system was offline they can't help
24/04/2018 - Told me again it was in the semi-final stages, told them that I was told this before. She reported it to the back office and received this reference for the escalation: 3072123. She told me someone would contact me in 48 hours - no one did
30/04/2018 - Explained the whole story above to the lady and she said someone will contact me in 48 hours and a Technician should be out on Wednesday (02/05/2018) or Thursday (03/05/2018) .. well no one contacted me and I am still waiting for someone to come and relocated my line since 29/03/2018

Should it really take this long for someone to log a call for a technician to come out? Telkom was quick to debit my account for a service that I cannot even use? This is unfair as a paying customer no wonder people are fed up with Telkom because they cannot even do a simple line relocation!

From a disgruntled customer

I ordered a Telkom device on the 13th of March 2018, the payment went off my account on the 19th following which was an sms stating that my order would be delivered in 3 to 5 working days, in that sms was a reference number for the courier service to track this order.

To date I have not received this order; I called numerous times and sent a series of emails in the past 2 months and it is rather unfortunate that these emails have not been attended to. on the 30th of march when I called in, the agent stated that my order was with the courier company and gave me their direct details, of which the courier company confirmed that this reference has never existed in their system. I then called back, and upon liaising with another call agent she stated that my order was not processed as the item I requested was supposedly suddenly out of stock.

There has been absolutely no correspondence to myself or updates as to what is going on with my order, if it had been out of stock 2 months ago I would have highly appreciated the courtesy of a message or call to that effect, but instead, I have been sending emails tirelessly to Telkom of which have not been responded to. All the persons who promised to follow up on the matter and revert to me have also failed to do so.

I fail to understand how this works and such questionable service is rather concerning to say the least. especially given that the delivery of this product is now well over 2 months overdue.

this paints a very disturbing picture of Telkom as a whole and right now I can neither get a refund on the amount taken from my account nor the product I ordered.

Highly disturbed, disappointed & disheartened

regards
Sinazo Kala

I cancelled my SmartBroadband Wireless 10GB Deal (month by month) contract on 1August 2017 (cell numbers [protected] & [protected])
I am still being billed monthly by Telkom.
I call the 081180 line every month and resend my cancellation email (with forms attached) to the call centre agent, and nothing. Same thing happens every month. There is no complaints section on telkom's website, therefore there is no one independantly looking and following up on queries.
The telkom complaints process is very tedious. If I want to lay a complaint I need to go into a store, and lay a complaint against the call centre agent and their supervisor.
Telkom has now handed my account over to a debt collector, who has fraudulently debitted my account. I have to now pay the bank to have this account blocked. My frustration with telkom is endless.
Please can you assist.
Regards
Kareshma

have a WIFI (R199)and Cellphone contract (R179) with Telkom.
The total amount deducted as agreed on contract is R378.
Then a few month ago they started deducting R379.
This month I get an account of R382.45 due by 31 May 2018.
I went online to chat and received no response.
I don't have the time to go into their stores.
Please assist.

Account no [protected]
Tanya Vos

Telkoms LTE and mobile network has been very slow and pathetic for the last week. I have called 180 a number of times. Held on over 30mins on 2 occasions and easily over 20min for another 3 occasions only for the people on the helpline to not really know what they are doing. You can refer to case [protected]. The sad part is telkom has not even made any effort for a public announcement on their krap network issues. So all customers MUST first call in, hold for at least 20min only for a BS answer.

Good Evening

I have 2 Telkom lines at home for the last 25 years or so and there is not
a period when one or the other line is not working and with it my internet
services when I have to use my Vodacom hotspot.

Can you not fix this problem for good and maybe change my internet
to a cable service ?

I never receive a credit for service not supplied but instead I get
"rewarded" with a service cut-off instead of calling to see I they can
assist me and be a happy client

Please call me to arrange a meeting to fix the problem
W. Schumann
[protected]

Telkom: Rosebank, Johannesburg
Agent name: makgalmm
Manager: Heather Webster
order number : [protected]

Placed an order on the 24th March 2018 for a notebook bundle advertised in the monthly Telkom brochure (notebook/router/data) .
To date we have not received this bundle, their reason is that there is no stock and they are still waiting for stock indefinitely.

We have received no communication or feedback from the agent who is clueless, or feedback from the manager. We have been to the store twice already for feedback and left numerous messages for the manager to contact us.
This is such pathetic service.

We have been having an intermittent issue on our landline (which is used for business) coming on 3 months now.
About 3 weeks ago this landline went dead- it has stayed this way- no resolution as yet.

Issue logged 1.3.2018, Ref Number: 225 899 46
Followed up on 16.3.18, 23.3.18, 26.3.18, 28.3.18
23.4.2018- Ref: 2299 4555, Escalation: 11 033 68
26.4.2018- Ref: 231 456 19

I have called and escalated again in the meantime.

Desired Resolution: I wish our line to be restored. We are not only paying for a line that is not working- we are also losing the ability to function properly as a business- which to us- is important.

l got a mobile contract in november 2014 from telkom. I was staying in Randburg in June 2015 l moved to Boksburg Klippoortjie unfortunately the signal is very bad dropping calls and very slow or no internet at times. I reported the case they send a Technician in July 2015 who confirmed the area have no network coverage. They promised to send a boaster. We hoped for a boaster to our surprise 6 months passed no boaster despite having phoned 180 several times. In March 2016 l did follow ups again they just gave me case numbers when l do follow up will be told your case was clossed because you where not reachable. Yes they failed to go through because of no network coverage. I gave them my alternative number and email to my surprise they never contacted me on the alternative contacts they kept on clossing my cases sometimes sending sms case resolved yet nothing happened. May 2016 l visited Telkom Canival Mall and requested for contract cancellation due to no network coverage. The manager escalated the case and 180 called me stating they will send a technician again to verify for the 2nd time now. I waited for over 60 days the Technician did not come. After l tried everything to have the contract legally cancelled Telkom did not fulfill its mandate. Then l started reversing debit orders there was no service being offered yet Telkom was still charging me. 6 months later they send a technician December 2016. That is one and half years after 1st report. The Technician connected the booster again he confirmed there is no network coverage. After all this struggle the Telkom department is pressing charges for failure to pay my Account. The reason l stopped debit orders is as explained above instead telkom owes me several months they deducted my account for no service whilst l was trying to legally cancel the contract due to Telkom failure to provide stable network.
currently Nu debt is debiting my account without my consent and sending me threatening messages kindly assist.

on 2017-09-06 I emailed a service cancellation request from the phoenix plaza Telkom office, residential fixed retentions to kasavan chetty(kc) at cancellations. on 2017-09-12 I emailed [protected]@telkom.co.za. on 2017-10-05 I emailed [protected]@telkom.co.za. on 2017-10-06 I emailed [protected]@telkom.co.za. on 2017-10-20 I emailed [protected]@telkom.co.za. I also emailed the same request from the gateway Telkom office. to date I have received no feedback from Telkom. I paid my last bill for the amount of 216.00 on 2017-11-02. my handset was defective and I stopped using the landline prior to my request for cancellation. Telkom continued to bill me and the last statement reflects an outstanding amount owed by me. this is unacceptable. no communication from Telkom and no feedback. the date of my request must be considered and this matter finalized. please email me at [protected]@gmail.com.

I ordered a Telkom landline and ADSL line on 26 March 2018. I was advsied that it would take 14 - 21 working days. To date Telkom has not installed my line and neither have they communicated with me. I have called their call center and they are offline most of the time. When they are online they say that the matter is with the technicial department and they will contact me within 2-3 days. It has been more than a month now and nothing received from the technical department. This is ridiculous.

I have requested for a relocation on the 12th of April, 2018 using the address sent to me on twitter secureapp.telkom.co.za/move-line to relocate my line on the 30th of April.

On getting to your office on 30th, I was told Telkom has no trace of my request for relocation. this is worrisome. besides, I tried to do follow-up on phone using 10210 on my phone and in your office at Telkom, Hatfield. With my phone, the agents will often drop my calls and at your office in Hatfield, I will either be told that Telkom is doing upgrade or system is not available.

I hope you can assist me as nobody else can or want to.

I have upgraded my data contract the beginning of April when Sell direct contacted me regarding my contract reaching the end of its term. I had a contract with a Huawei tab and 5GB data pm for R169.00pm. I was offered a Huawei mobile router and 10GB anytime data for R139.00pm. After a week's struggle to get the activation done and were told by a Telkom store that they cannot help me as I upgraded with Sell Direct, my new SIM was active. I noticed on the My Telkom website that both the 5GB and 10GB plans were active and phoned Sell Direct yet again. They assured me that the upgrade was active and that is the only plan. I phoned yet again today as in the new month (May) I was allocated again the 5GB and the 10GB recurring data. I do not mind getting this if you giving it for free but the agreement at the time of the upgrade was that the 5GB will stop as soon as the new SIM is active with the new plan and that I would pay prorate for what I used on the 5GB. At the time of activation I only used about 100mb of data on the 5GB plan yet at month end I was billed for R169.00?

Currently this month again both the 5GB and 10GB plans are active on My Tekom (see below screen shot) and a bill for R241.76?

I would appreciate your assistance in getting this resolved as your Telkom outlets and your call centre is unable to.

Regards,

Freek Maree
[protected]

I applied to move this service in the first week of April. The consultant called me and confirmed that my line would be moved on the 30th of April. This day came and went and no one called or arrived to complete this request. I then logged an email request - no response. Today I have tried calling Telkom numerous times, and no one answers the phone, even after holding on the line for 15 minutes. I have written two messages on Telkoms facebook page, both were deleted and not responded to. I am not going to pay for a service that I do not have access to.