Telkom SA SOC
Reviews and Complaints

Dear sir / madam or for that matter anyone at telkom that cares about their customers.

Our business landline [protected] has been down since monday evening.
We e-mailed and logged a fault on tuesday morning.
I phoned on tuesday evening and was promissed it would be escalated.
I again phoned on wednesday morning and was told the same as the person I spoke to on tuesday evening and it hadn't been escalated it.
I again phone on wednesday afternoon and was told the technician was busy working on fault.
What a damn lie!
we have told them a branch fell on the cable line on monday night.
So if the technician was there working on it, I would definately see him as it is right next door to the office.
When I caught them out with the lie, I was told he was busy at the echange.
Another lie, your excahnge is right next door to our primisses and I can see if there are any vehicles in the exchange premisses.
All these people were going to put me through to a supervisor or get one to phone me.
Another lie; I was either told to hold on forever, cut off and to date no supervisor has phoned me.

So now my question to you is;
what do I have to do, just to ge my damn business up and running again?
who can I speak to get it fixed without lies and or false prommisses?
how do I claim from telkom for the loss of business?
who can I contact directly in future if I do have a problem, as I don't want to speak to a lot of liers?

so let us see if anything will come of this?

thanking you.
Regards,
chris van der westhuizen
s. A. Dog training college & kennels
tel: [protected] cell: [protected]
fax: [protected]
e-mail ; [protected]@sadtc.co.za / www.Sadtc@global.co.za

Despite having lodged a formal complaint about the non functioning adsl at home we were not given any reference number and since 17 october we promised someone would assist with fixing the fault. To date no one has responded

This morning at 8.00 am a call was logged once again and we were promised someone would contact us at 15.30 to assist with resetting the modem. To the current time still no call as promised.

Kindly assist with this urgently. Tel number [protected]

I am Itumeleng Mogoane, my cellphone is [protected] / [protected]. I have a contract with Telkom. I do not understand your billing system. I am being billed ahead of the month before I can even use the data. When I buy data from you, you overcharged me. I bought data 5GB which is R299, I paid R994. I lodged a complain and you increased my phone limit. I did not want that I wanted to know why are you charging me more. I have a wifi contract with you and I am supposed to get 5GB during the day and I only get 2GB which is fraud what you guys are doing. I complained and nothing is being done. I want to terminate my contracts with you because you are overcharging me. The other thing on my statement the is air time donation. I did not do all that, please check my telkom my accounts and tell me what is going on

Telkom ref no 2111909. Telkom sold LTE service to me in an area that is not even covered and UNLAWFULLY linked this to a totally different cell phone account and started debiting my account. I HAVE NOT SIGNED ANY DEBIT ORDER FOR THIS. Telkom cannot deduct funds I have not signed for. This is fraud and theft. Problem is, I heve been trying to resolve this for 15 months now, they just don't get back to me.

The above mentioned fault is a landline of a old lady of 83 years...The landline is her only communication in need and to her children...She is staying all alone. Can you please attend to this fault...This is not the first time that she waiting so long for clearing a repoted fault...Is there no timeframe setout for clearing or attending to a fault? ...This is a matter of urgent...Thank you

Due the the total lack of customer service for the past couple of years Telkom will be shutting doors within the next 18 months. The public have been duped long enough and would rather pay a premium than to deal with a company that does not even have a "working" complaints division. The current promotions of "giving" away data will not fool the public.

REF: [protected]

I just checked my credit report on compuscan, there seems to be a listing that wasn't there last week, I want answers!

I will take this up with the CFDC, Ombudsman and whoever else I have to, this is rubbish!

I am supposedly 4 months in arrears, last payment was on the 31/08/2017 according to the listing, .

Please substantiate this debt, copy of contract, detailed balance breakdown.

As per the listing the account was opened in 2011, which means this is an old account, which means this account has prescribed.

My ID number [protected]
Contact number: [protected]

On 29/09/2017 my landline went dead. I reported it the same evening but received no reference number. I called again the next morning and was given ref. no: 17/09/30 64566.
I called daily for updates but with no feedback other than they are testing the line.
I received another ref. No;298 CRK 02/10/17 and yet another which they told me would accelerate service as it was becoming a crisis for me working from home. REF: 1010705.
Till today no feedback or solution to my problem and all the operators at 10210 tells me is ' I apologise for the inconvenience'!
Its becoming a crisis now and I had to look for other solutions to get internet and email so I can earn money.

Good day

We have taken up a wifi router with Telkom, the package was to deduct an amount of R200 for 24 months for 5 gigs per month. They have been debiting an amount of R649.00 each month and we have logged many complaint via hello peter and no response to anything, clearly Telkom does not care about their clients complaints because it has been months and no communication.

i applied for WIFI at home on the 21st of september. they installed it yesterday only after how many phone calls. since yesterday I made so many calls with no help. seriously never in my life have I ever experience bad service like this. every time I phone its a new excuse, its either the line is not activated or it shows an error...funny when I paid the R700 deposit there was no error or hold up! I want this fix, please... I will post my bad experience everywhere on facebook to warn people, not to business with telkom

URGENT
28/09/2017
Telkom
Manager : Cancellation Department

Regarding: Forced Cancelation of [protected] Upgrade- within 5 day Cooling of

Please note simcard for [protected] is not returned as a simswop was done on it and I need this number to be made a prepaid or returned to the original contract that it was on before the upgrade that are now being cancelled. As soon as the cancellation is done I will be going on a similar contract.

Devices/ Items returned to Richards Bay Telkom Store on 28/09/2017:
1. Samsung Galaxy S8 model SM-G950F Color: Maple Gold
64GB Memory /4 GB RAM
MEI: 359039/08/540304/1
Condition: NEW -charging problems. (in original box complete with all items)

2. Samsung A3- 2017 addition Color: Gold Sands
4G LTE, 16 GB Memory
MEI: 356307/08/003126/2
Condition : New- were not even taken out of original box complete with all items)

3. Wireless Charger Convertible for Samsung Galaxy S8
Condition: NEW (in original box complete with all items)

4. Simcards that came with Samsung Galaxy A3 : Cell: [protected]

Good day,

I am very shocked and upset about the way we were treated by the local Telkom store in Richards Bay. Their actions have now left me with NO alternative but to have to resort to cancellation of my upgrade contract that was done on my line Cell: [protected]. I would like to request that the line be placed back to the previous contract position before the upgrade was done and as soon as this matter is solved a exact contract be done again as I never had a problem with the contract or upgrade but were forced by the Richards Bay Telkom Branch to such drastic measures as to cancel today.

My wife, that are using this line went to the Telkom store on the 9th September 2017. She looked at the different upgrade options as the line ([protected]) was already at the end of the contract and she received a sms message that she needed to ad an option to be able to phone Telkom to Telkom but we decided to do the upgrade instead.

At the store she was assisted by Sibonelo Dube who told her that it was ok for her to do the upgrade without me be present. She decided on the S8 (Gold colour) that came with a wireless charger and was then offered a Samsung A3 2017 addition ( gold colour) as a special offered for only R70 per month more. My wife was happy with the deal but were then informed that there were NO units of the Samsung S8 available and we had to wait for stock as he was securing/ordering a unit from Durban that would be there on Monday. On the Monday 11/09/2017 Mr Dube was not at work and the phone were never ordered. The manager of the store, Nokuthula Mtshali arranged for a unit to came from Durban.

On the 14th September my wife went into the store to collect the unit that arrived. The following then happened:
1. On 14 September 2017 my wife, Lindy Cant collected the phones, Samsung S8 as well as the Samsung A3(2017) addition. Mr Dube did NOT show my wife the sealed units/boxes and while my wife were sighing the document on the electronic pads, he handled the units my wife could not see anything from where she was sitting behind the computer desk with the computer screen in front of her and already without asking placed the new sim card for ([protected])in the S8. She told him that she can use her old simcard as the S6 uses the same size sim and was surprised that everything was already done. He handed her the Samsung S8 that did not even have the protection plastic on the front on anymore. He then opened the box of the A3 that did not have a plastic lining on but he did open the paper seal on the side of the box and the sim but my wife that were standing up now instructed him not to put the sim in as she was going to give the A3 to her mother to use as a gift and that she was going to use the sim in her old Samsung S6 unit.
She then left the store. The phone was fully charged when she received the phone.

2. On 17 September 2017 my wife realized that the phoned when charged with the cable it charges VERY slow and messages came up on the phone that show that the phone is charging slow and that she must use the charger that was provided, and then again it showed it is not charging at all. The first two day 15th and 16th she used the wireless charger to test how it works and only started using the cable charger on the 17th September 2017. During the day of the 17th September I kept on getting Urgent SMS messages on all my other Telkom mobile lines that a sim swop have been done and that worried us since our bank was set up on the S8 on [protected]. After work on the 17 September 2017, I took the Samsung S8 back to Richards Bay Telkom store and was assisted by Mr Dube and after I explained what is happening he did a sim swop on the [protected] number. I also told him that I have difficulty with charging the phone with the cable and could not understand the messages regarding using another charger as we only have the one cable to charge the S8 since the charging plug changed and are now different than the S6. He asked if the wireless charger worked and I said it seems to work, he seemed to think that at least it is ok and that I can at least charge the phone but that I could just dail 180 and asked them to assist. I clearly indicated that I was not happy to except a phone that cannot charge and that I am not paying for half of the cost and that I should receive a phone with full working condition as I am paying the full money cost and that if it is not resolved I will cancel the contract. I was then informed not to worry as if something was wrong I will receive another phone.

3. 19 On September 2017 my wife phoned the 180 number option 8 and spoke to the consultant that informed my wife that we must go back to the Telkom store and tell them that they must give us a new charger or replace the phone.

4. 20 On September 2017 my wife and I took the phone back to the Telkom store to request a charger or if needed to cancel the contract but the consultant on duty said he was not involved with the phone or sale and that I should come and see the manageress the next day.

5. 21 On September 2017 my wife again went back to the store and was assisted by a white lady consultant Laetithia. She asked to speak to the manageress and as Laetithia was busy talking the manageress came from the back office. The manageress, Nokuthula Mtshali, said that she are not going to give me a new charger as she don't even keep chargers in stock at the store and that 180 call centre had no right to sent me to request a new charger or replacement phone. Laetithia explained that they do not get involved with phones that are not working and that I must take the phone to Samsung to have it tested. My wife was upset and said that we are not going to travel all the way to Durban to test a phone at Samsung but Laetithia informed her that in Richards Bay MTN office they have a Samsung section were my phone can be tested. My wife said that she want proof from Laetithia that she did take the phone back to Telkom and that she are sending my wife to Samsung as we want a brand new replacement phone if this one was indeed faulty. My wife asked how is she going to proof to Samsung that she got the phone from Telkom and that it was new. She was informed that she should have gotten a receipt on the day she collected the phones, ( that never happened) and then they printed one for her. My wife insisted that Laetithia wrote on the receipt that she was at the store with the phone and that they were sending my wife to Samsung so that she can have proof that we requested a new phone/cancellation if need to in the time frame.. My wife explained that we were going to Pretoria for the long weekend and that we would return on Tuesday 26 September and she was then informed by Laetithia that there are also a Samsung store in Pretoria that she can take the phone there to. My wife warned then that if this is not resolved that she would just cancel the contract.

6. On 21 September 2017 we took the phone to the Samsung store in Menlyn Mall in Pretoria and they informed us after listening to the story that it would be better for as to take it to the Samsung setup in Richards Bay that would be closer to our home. But could not understand why Telkom sent us to Samsung with a brand new faulty phone as the phone should have been returned to the Telkom store for replacement.

7. On 27 September 2017 my wife took the phone and charger and box etc. to Samsung at the MTN store in Richards Bay as per Richards Bay Telkom's instruction. The man took the phone to the back and informed my wife that they have tested the charger and phone and that the charger is defiantly faulty and they suspect that the charging section of the phone could be faulty as well. He then recommend that the phone must be handed back to Telkom for a replacement unit and clear the phone and put it back to factory settings for my wife and checked to made sure everything was in the box as it should be.

8. On 27 September 2017 My wife then went back to the Telkom store and Mr Dube was not in the store nor was Laetithia. She explained again everything to the consultant that then called the manageress as my wife insisted to speak to her. She came out and inform my wife that she cannot replace the phone with a new unit as she will then be a phone short and that she is not going to give us another phone as that would result in her giving us double the value. My wife was VERY shocked at this explanation as how on earth can we be given double if we would only have one phone and from the beginning the manageress said that if the phone were faulty it would be replaced. The consultant brought a paper from the back office and were instructed by the manageress to BOOK the phone in. Thinking that the phone will be replaced now my wife read through the paper that she was given to fill in and sign. On top of the document it clearly read : Booked in for REPAIRES and further down about possible costs of R180 etc. My wife asked what this meant and that she is NOT going to fill in this form as she is NOT going to except this phone back and DO NOT want it repaired. She explained that we from the start reported the phone faulty and when we wanted to returned the phone was sent backwards and forwards with all kinds of excuses and that she will not agree to a repair and then she tore the paper up. The manageress informed her that if she do not sign the document for the phone to be sent for repairs and if we cancel the deal we would be billed with the full value of the phone, both phones cost and then she turned around and left the store. My wife informed the consultant that she will first go home and consult with Telkom head office and to what she should do next.

9. On 27 September 2017 After my wife arrived home she immediately phoned the Telkom offices she spoke to Sithembile Hintsho, Service Representative | Telkom Renewals
www.telkom.co.za | [protected]@telkom.co.za who informed my wife to box up all the phones, both the Samsung S8 as well as the Samsung A3 ( 2017) addition as well as the wireless charger and return it to the Telkom store and ask them to cancel the deal completely. The Samsung A3 were never even taken out of the box as it was a gift for my wife's mother that she would only see end of October. She also sent my wife a blank e-mail and asked my wife to return on the e-mail and inform her as to what happened. My wife then took everything back to the Richards Bay office and requested a cancellation of the contract. The same consultant that previously did not want to get involved, that was there the morning when my wife torn the paper up then said that he cannot except the phones or get involved and that ONLY the manageress can except the phones back and do a cancellation of the contract and that my wife must come back the next morning.
10. On 28 September 2017 I instructed my wife to phone Telkom again and speak to a senior consultant/supervisor again and just again ask for assistants and made hundred percent sure we are doing the right thing and follow the correct procedures. She spoke to Toni Venter who seems to be a supervisor and who instructed her to cancel the contract and that it was within our right to do so and while my wife hold unto the line she confirmed with the cancellations department that that is what my wife must do. My wife also asked if it was possible to go unto the very same type of deal as soon as the cancellation is done, my wife was assured that the cancellation department as soon as they receive all the documentation and go through the case will arrange for the same contract and that there will be NO cost to us for the cancellation as the Telkom store is at fault and that we had no other choice or alternative but to cancel the contract as the Richards Bay store refused to replace the phone with a new phone.
11. On 28 September 2017 My wife took both phones and the wireless charger all in their boxes to the Telkom store and were assisted by Laetithia. She explained to Laetithia what Samsung said and that Samsung already rebooted the Samsung S8 and that she spoke to Telkom again that morning and that she are there to cancel the contract. Laetithia said to my wife that she cannot let my wife do the cancellation and sign the cancellation document as the contract is in her husband's( my name) name and that only I, as the account holder can do so. She however went through the phones, took photographs, my wife also took photographs to confirm the condition etc of the phones and then kept the phones and arranged that I must come and do the cancellation myself at 4:45 pm after work. My wife asked how could she, not being the account holder, take out the contract, collect the phones, sign for everything but now cannot sign the cancellation? Laetithia then informed her that is totally not allowed and not legal that I were allowed to do the contract, collected the phones and signed for it but the consultant Mr Dube that were responsible have to take the blame for it and that she is going to do everything by the book.

12. On 28 September 2017 I went to the Telkom store with my wife at 4:50pm to do the cancellation. When we arrive Laetithia said that only the manageress can except the phones( yet the phones was kept at the office by Laetithia since the morning that my wife was there.) She called the manageress Nokuthula Mtshali who just informed her to take the phones and do the cancellation. While I was busy filling in the cancellation form I also told the consultant Laetithia to do a upgrade on my other line which were due for a upgrade Cell No: [protected]. Laetithia said that she cannot do a upgrade on that number as we are going to cancel the other upgrade on cell: [protected]. I insisted on her calling the manageress again as the one contract have NOTHING to do with the other and the only reason I am forced to cancel my upgrade on my [protected] line is because of the actions of the Telkom store and it is NOT about the contract, in fact my wife have arranged with Toni Venter from the Telkom call centre that I will be going on the exact same contract as soon as this mess that was created by the store were resolved. The manageress came out and said that she will NOT allow us ANY more upgrades and that she is putting a BLOCK on my name and account that will stop me from upgrading and that we will not receive another phone from her store. My wife then said to her that it is NOT her decision and that she is a worker for Telkom and it is NOT her store but that the store belongs to Telkom and that she cannot stop us from doing business with Telkom. She then started shouting at my wife saying that she is the boss and that she will decide and that she has been the boss for more than 8 years and that this is HER store and NO call centre will tell her what to do and that they had NO right to tell her what to do and she will do as she pleases and that my wife must stay out of the discussions as according to the manageress my wife is NOT the owner of the account and had no authority to say anything. She asked me what type of man am I that I let my wife do my business, ( such an insult!) I started laughing and asked the manageress how if my wife had NO authority did they allow her to upgrade, start a new contract without me been present and collect the phones and sign for everything without me been present but now suddenly my wife must keep quite? How does that make any sense. So I MUST come and cancel and sign for a cancellation for a contract that I never did in person and never excepted any phones in person?. She just kept quiet and walked away and as she walked away said that she will make sure that we get a HUGE telephone bill and that we are billed for the phones that we returned. While we were standing there my wife phoned the Telkom centre and asked to speak to Toni Venter and wanted her advice as to what to do about the upgrade but she have already left the office and the consultant told my wife to contact [protected] the following morning as they were already closed for the day and arrange an upgrade through them. I let the consultant Laetithia finished the request and cancellation of the upgrade on Cell : [protected]. While she was busy I just mentioned that according to the call centre it was very wrong for the Telkom office to sent us to Samsung with the phone as we did not receive the faulty phone from Samsung but from Richards Bay TELKOM. TELKOM should have resolved the matter and replaced the phone or cancelled the contract on the 3rd day already when we first complained about the matter. She said well they do it ALL the time and that is how they handle things all the time. After sighing the cancellation document and everything has been captured on the computer my wife asked the consultant Laetithia to sign on the copy of the cancelation document that she gave us. We then left the store.

Not only were we treated very badly, verbally abused, insulted and threatened but were also now left with having to asked my old phone the Galaxy S6 back from my daughter that we gave it to, since my wife now have to use it again. This is a total embarrassment and is shocking to say the least. Is this how Telkom costumers are being treated? How can it be expected from me to pay full monthly contract fee of nearly R700 pm and are given a faulty phone and I must just except it? I never even signed for the phone to begin with, my wife never saw that the Samsung Galaxy S8 box were sealed before it was opened and according to the store we must be happy because the wireless charger works? Will Telkom only charge me for half a phone since I can only do half of what it is suppose to be doing. We have been clients from Telkom for many years and converted all my children to also go over to Telkom and this is how we are treated as panicle ( VIP) clients? So disappointed in Telkom. I really hope that your department can resolve this matter as soon as possible and that I will be allowed to go on a similar contract as soon as possible again as this type of contract offers expires on 18th October and I don't see why we should be inconvenience and be blamed for this mess and that there would be NO cost to me for this whole mess and that I will not have to pay any cancellation or any contract fees.

I also hope the management and some of the staff member at Telkom Richards Bay will be held accountable for their actions and behaviour and that they will apologise to me and my wife for what happened, they must realize that they represent Telkom and that the name of Telkom are affected negatively by such actions.
Hoping to hear from you soon. I can be contacted on [protected] if you any more information.
Kind Regards
Ian Spencer Cant
[protected]
[protected]@telkomsa.net
Manager Cancellations/ Complaints departments

12/02/2017

Good morning

Up to date nobody from your department have contacted me regarding this URGENT matter.
My wife phones the 180 line every day 3 times and everyday she is told that we will be contacted by the end of the business day but that NEVER happens I need this cancellation to be solved and done by today so that I can redo the upgrade on this line. The offer on the Samsung S8 with the Samsung A3 is only up to the 19 October so I need to have this mess that was created by your Telkom store in Richards Bay to be solved immediately.
Please find attached all the documentation connected to this cancellation.
The first cancellation request was done at Richards Bay store on the 28th September 2017 and then I send an e-mail as well on the 2 October 2017 in this regard. Please read the attached WORD document: Telkom Cancellation of contract [protected].docx that explains everything that happened regarding this contact. A lady consultant did phone a week ago regarding this matter to my wife's phone no but my wife were told that she cannot speak to my wife even after my wife told her she has authority on the line and a password she still insisted on speaking to me. My wife gave her my contact no but NOBODY have phone me and yes my lines are available for Telkom to contact me and so far my phone shows NO miss calls either. Please note that the consultant CAN speak to my wife, Lindy Cant, [protected], and she has a password with Telkom on the system to allow her to communicate on my behalf.
I now have to resort to upgrade this line again via Telkom Ballito that are 150km away from my home and are causing me a lot of inconvenience and expenses because the manageress at the Richards Bay store said she will make sure that I don't get another phone from Telkom. Please note that I have taken photo's of the phones in the boxes, showing their condition on the day that I did the cancelation and handed them to the
local Telkom Store in Richards Bay with the cancellation

Contact Number to be phoned for cancellation information: [protected] or [protected] or [protected]

I regard this matter as very serious and urgent. Are very shocked how we are treated by Telkom.

Mr. Ian Cant
[protected]
[protected]@telkomsa.net

I was given again a email address this morning by the call center for their complains department : [protected]@telkomsa.net but what a joke as the mail just get return with the following:
This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

[protected]@telkom.co.za
host smtp.telkom.co.za [165.143.155.37]
SMTP error from remote mail server after RCPT TO::
550 #5.1.0 Address rejected.

When you resent for the 20th time emails to the cancellations department it is also rejected with:

Delivery has failed to these recipients or groups:
[protected]@telkom.co.za
The recipient's mailbox is full and can't accept new messages at this stage. Message therefore not delivered. Please try resending this message later. [Telkom SA SOC Limited. Registration nr : 1991/005476/30]

It seems that it is constantly full?

My wife phone 3 times a day to speak to the call center and are sometimes allowed a supervisor on the line and then we are promised that we will be contacted that day before 5 but that NEVER happens. We have nowhere else to complain to. They now added cost for the phones and prorate costs on this new billing and when we phone we must hear that cancellation will solve it! What a joke! PLEASE help!

We applied for an additional hosted e-mail address on the 29th of September.
Since then we have been battling to get this activated.
I have spent hours on the line to get this resolved, and even your own call center does not have the numbers of the the correct department to contact.
Original ticket : #1567688
Second : #1577858

Business/Contact Number [protected]
Johan Cronje

My mom moved from fort beaufort to port alfred 28 august. We applied to have her telkom land line transfer at the end of july already as we know every thing with telkom takes for ever. After numerous phone calls, logging the transfer request on line as instructed by telkom, 3 times already! She still has no telephone. My mom is 87 years old. She needs her telephone to work! Every time we phone there is nothing on their system reffering to the transfer, even the call reference given to us at a previous call does not exist. It is absolutely pathetic! Eventually a time was confirmed for friday 29 september. Today is the 11th of october still no phone. I phoned telkom again this morning they have no idea what I am talking about! It is no wonder our country is in the state it is in as no one knows what the [censor] they are doing.

Good day

My Telkom Service was suspended as I made late payment, which I take full responsibility for. My bank account was debited on 29/09/2017 with the full amount outstanding. I requested for my service to be restored only to hear that my account is in the collection department and that it takes 7 working days to allocate payment, my service will then automatically be restored or I have to sent a request to restore it. Today is 8 working days, my service has not been restored, I sent an e-mail asking them to look into the matter and they sent me a reply that they cannot check my account as they are busy with upgrades. That is no service at all, in the meantime I am loosing hours of work as I cannot connect to the internet. Every single time I send an e-mail someone else is responding. I've had it with Telkom and the bad service.

On 9 June 2017 I wrote to Telkom on the prescribed forms from them and wrote a letter on my business forms asking for cancellation of four contracts which were to expire at the end of July 2017. See my message below

Re: Service Cancellation For Account Number [protected]
Good morning
I hereby write to cancel the mentioned contracts below once they expire in July 2017:
SmartPlan 100 [protected] 04 Oct 16 - 03 Nov 16 R86.84
SmartInternet 5GB [protected] 04 Oct 16 - 03 Nov 16 R793.86
SmartInternet 5GB [protected] 04 Oct 16 - 03 Nov 16 R793.86
SmartPlan 100 [protected] 04 Oct 16 - 03 Nov 16 R86.84
I have complete two cancellations since I am cancelling 4 services but the cancellation form only allows space for 3 services.
If you need any clarity please call or email me.
Regards
Edgar Watkins
[protected]

They did not cancel the contracts and keep billing. I spoke to many people and each time I had to resend the cancellation documents.
They eventually send me an email saying my case was closed. See message below with case number:

Dear Valued Customer,
Your case no [protected] is resolved. Please call 081180 for Telkom Mobile related queries and 10210 for Telkom Services and Products related queries.
Regards,
Telkom | Business Connexion

Guess what? The contracts are still not cancelled and I was billed again on 4 October 2017. What can I do next?
I spoke to the following people amongst others:
"Sindisiwe Mpofana (S)"
Confidence Mbhele (C)
Chantel at the business section
Phindile at the billing section
And others whose names I did not record.

I was in Telkom, Liberty Mall - PMB, on the 02.10.2017 for 3 hours without receiving assistance. I took my 73 year old mother to sort out her landline that had not been operational since August 2017.The service was shambolic, its pathetic that no seating is provided considering the long wait customers have.There is clearly no care or regard for the aged, or sickly, diabetics, people with low blood pressure etc. The Store Manager - Nonhlahla Khumalo, has no idea how to deal with customer complaints or any kind of management pressure or how to render proper service.My mother eventually just asked for the line to be cancelled after having the landline for more than 10 years.I myself applied for a landline in June 2017 and to date Telkom has not installed the phone. Telkom has no competition and has obviously made a fortune over the years and has no care to render professional and decent service.

1. 28.09.2017 @ 13h02 I started the online chat with Zinhle Zwane regarding my new service billing. In my mind the ADSL issue should have been sorted out a while ago (see below):

"You are currently being assisted by Zinhle Zwane

1:02:50 PM) Zinhle> Thank you for contacting Telkom residential billing chat, you are chatting to Zinhle, how may I assist you?
1:03:11 PM) (u'Lizelle Gerber', )> Hi, I just need to know if I have to pay anything this month regarding my fibre line
1:03:18 PM) (u'Lizelle Gerber', )> My ID no is xxx
1:03:38 PM) Zinhle> Are you the account holder ?please verify your id number, service number, full names and surname, email and physical address.
1:03:38 PM) (u'Lizelle Gerber', )> I had an ADSL Line which has been cancelled due to the service not being provided in our new area
1:03:47 PM) (u'Lizelle Gerber', )> I am the account holder
1:03:54 PM) (u'Lizelle Gerber', )> My ID is xxx
1:03:59 PM) (u'Lizelle Gerber', )> My Name is Lizelle Gerber
1:04:22 PM) (u'Lizelle Gerber', )> My physical address is xxx
1:05:18 PM) (u'Lizelle Gerber', )> I have not received an invoice yet
1:05:23 PM) Zinhle> It's R768.04
1:05:41 PM) Zinhle> It was due on the 2017-08-28
1:05:44 PM) (u'Lizelle Gerber', )> That is not correct. Are you sure that is not the ADSL line which should have been cancelled
1:05:59 PM) (u'Lizelle Gerber', )> I am referring to my fibre line which was installed recently
1:07:12 PM) (u'Lizelle Gerber', )> I should not owe you anything on the ADSL line as I have provided Telkom with adequate timeframe to cancel my line
1:08:00 PM) Zinhle> The ADSL line will only be cancelled on the 30/09/2017
1:08:32 PM) Zinhle> The invoice for fibre will only start next month
1:08:43 PM) (u'Lizelle Gerber', )> Why? I have been contacted to confirm this and the lady said that there should be no payment for this line due to my instruction way in advance.
1:08:50 PM) (u'Lizelle Gerber', )> What is my Fibre line payment
1:09:16 PM) Zinhle> There's no invoice yet since it's a new line
1:09:50 PM) (u'Lizelle Gerber', )> Who do I need to speak to regarding the ADSL line?
1:10:07 PM) (u'Lizelle Gerber', )> This is ridiculous to work with Telkom.
1:10:44 PM) Zinhle> The line is on the process of being cancelled
1:10:57 PM) (u'Lizelle Gerber', )> It is not my problem that Telkom can't provide the ADSL service in my area. Hence the fact that I had to apply for a new line
1:11:10 PM) (u'Lizelle Gerber', )> That was what I was told.
1:12:50 PM) Zinhle> Yes i understand that Lizelle but the ADSL is going to be cancelled, there's already an order for cancellation on the system
1:13:17 PM) (u'Lizelle Gerber', )> We have moved out of our previous house at the end of August and we were not using that line
1:13:28 PM) (u'Lizelle Gerber', )> But why do I have to pay for it if the service cant be provided to me?
1:17:01 PM) (u'Lizelle Gerber', )> Are you still there?
1:18:06 PMZinhle: Lizelle the ADSL is going to be cancelled and you will be credited if credit is due to you
1:19:01 PM You: That is not good enough! I need reassurance that a credit note will be issued for this bill that was issued to me
1:19:17 PM You: Due to Telkom not providing the service in our new area
1:20:46 PMZinhle: You will have to wait for the last invoice on the ADSL
1:21:22 PM You: That is not good enough! You did mention that the invoice was due already ... So it reflects as an arrears amount now
1:21:55 PM You: I will not wait until the process which is taking a month to complete now be finalised without specific answers
1:22:34 PM You: I need reassurance that no funds is due for the month of September
1:22:56 PMZinhle: The order is only due to be completed on the 30/09/2017 Lizelle
1:23:38 PM You: Which is a Saturday! I do not believe that that department is working on a Saturday
1:24:06 PM You: I can only assume that the process will be finalised tomorrow?
1:24:49 PMZinhle: I cannot confirm that it will be finalised tomorrow because on the order it clearly states 30/09/2017
1:25:30 PM You: Saturday is not a working day
1:26:02 PMZinhle: They do work on a saturday
1:26:39 PM You: So if that is the case then you are over your SLA already. Which means that this should have been finalised a while ago
1:29:10 PMZinhle: Lizelle this is the billing department and the cancellations are done in another department
1:29:47 PM You: I am quite aware of that, that is why you should not answer questions not pertaining to your department. I have asked you who I can contact to discuss this
1:30:16 PMZinhle: If there was no order on the system but you had requested a cancellation i was going to escalate it for you but now there's nothing to escalate because there is an order on the system and it's due to be cancelled on the 30/09/2017
1:31:51 PM You: It is so hard to deal with the employees at Telkom.
1:32:31 PM You: I have tried to be patient and I can tell you that I have been. But my patience is tested and therefore so hard to stay calm.
1:33:15 PM You: I have been given the incorrect details since my very first encounter with Telkom. Then again when I wanted to move my line, then again when I had to apply for a new service, then again when cancelling my line
1:33:32 PMZinhle: I do opologise you feel that way Lizelle but the line will be cancelled
1:33:34 PM You: It is really not a very nice experience
1:33:52 PM You: Please escalate this so that I do not wait for an answer regarding my account
1:34:35 PMZinhle: Okay i will do so
1:34:46 PMZinhle: Is there anything else i can assist you with?
1:34:53 PM You: No thanks"

2. 05.10.2017 @ 11h25 I started the online chat with Sikhumbuzo Ntshekisa after I have enquired about my previous subscription not being cancelled yet! (see below):

"You are currently being assisted by Sikhumbuzo Ntshekisa

11:25:54 AM) Sikhumbuzo> Good Afternoon. Thank you for contacting Telkom Fixed Line Technical Support, you are chatting with Sikhumbuzo, how may I assist?
11:26:20 AM) Sikhumbuzo> Good Afternoon. Thank you for contacting Telkom Fixed Line Technical Support, you are chatting with Sikhumbuzo, how may I assist?
1:26:30 PM You: Please do not end my session
1:26:42 PM You: I am still trying to type my query
1:26:50 PMSikhumbuzo: Please be advised it should not take longer than 2 - 3 minutes or I will be forced to release the chat; please do not hesitate to contact us again should you require assistance.
1:27:06 PM You: I have just been informed that my line has not been cancelled yet
1:27:09 PM You: [protected]
1:27:40 PM You: It was scheduled to be done on 30.09.2017 and I have received an sms to this effect
1:27:45 PM You: Why is this account still active?
1:27:55 PMSikhumbuzo: Thank you for the enquiry Lizelle, I am happy to assist you with your query, however we would require you to pass a few security questions.
1:28:01 PMSikhumbuzo: Please kindly confirm if you are the owner & provide me with the following.
1. Telkom Landline Number
2. Verify Physical Address
3. ID number (Of Owner)
4. Contact Number (Contact Person Mobile Number)
5. Internet Service Provider
1:28:29 PM You: xxx, xxx xxx, xxx Telkom
1:28:35 PMSikhumbuzo: Thank you details verified Lizelle
Please Allow me time and stay on the line while I check from my end
1:28:58 PM You: I was forced to cancel my line as Telkom does not offer ADSL service in my area.
1:29:47 PM You: I therefore had to apply for another service which is available in my new area which has been installed and is active for over 3 weeks now
1:30:13 PM You: I can surely not be held liable for a line that was not used over a month and not yet cancelled if an instruction to do so was sent at the beginning of September
1:30:24 PMSikhumbuzo: Thank you for your patience Lizelle. On the system it indicates that your ADSL line is Active however you have been Suspended and it is a Suspended Contract. Please kindly contact our Sales department on 10213 to be able to cancel the line.
1:30:45 PMSikhumbuzo: Lizelle is there anything else you require assistance with?
1:30:51 PM You: I am not done yet
1:30:59 PM You: I have asked to suspend the line
1:31:09 PM You: as I was worried that the new owners would use it
1:31:28 PM You: I have sent a formal instruction to cancel at the beginning of September already
1:31:45 PM You: The cancellation was scheduled for 30.09.2017. Why has not been done yet.
1:31:53 PM You: You are not meeting your timeframe here
1:32:10 PM You: I will not be paying for this line as I have provided Telkom with sufficient time to do so"

And the person cancelled the session which aggravated me more

3. 09.10.2017 @ 08h12 I started the online chat with Koveshree Govender after I have received an invoice with an astronomical amount to pay (see below):

You are currently being assisted by Koveshree Govender

8:12:54 AM) Koveshree> Thank you for contacting Telkom Residential Billing Chat, you are chatting to Koveshree, how may I assist you?
8:13:26 AM) Koveshree> Thank you for contacting Telkom Residential Billing Chat, you are chatting to Koveshree, how may I assist you?
8:13:28 AM) (u'Lizelle Gerber', )> Good Morning, just would like to find out why my bill is R2 702.80 for the end of October. xxx
8:13:42 AM) (u'Lizelle Gerber', )> xxx, xxx
8:13:54 AM) Koveshree> Thank you for the enquiry Lizelle. Are you the account holder?
8:14:09 AM) (u'Lizelle Gerber', )> Yes I am
8:14:36 AM) Koveshree> Please verify your cell, email and physical address?
8:15:04 AM) (u'Lizelle Gerber', )> xxx, xxx, xxx
8:15:14 AM) (u'Lizelle Gerber', )> I have also noticed that my address is incorrect on the bill
8:15:36 AM) Koveshree> Thank you, please stay on the line while I access the account.
8:15:42 AM) (u'Lizelle Gerber', )> Thanks
8:17:28 AM) Koveshree> Thank you for staying on the line lizelle. Would you like me to update the address on system?
8:17:38 AM) (u'Lizelle Gerber', )> Yes please
8:22:49 AMKoveshree: What should the address be updated to?
8:23:12 AM You: xxx
8:23:55 AMKoveshree: Thank you. Please verify the current address on system?
8:24:27 AM You: The address on the invoice is xxx
8:26:31 AMKoveshree: Thank you. I have changed the address. It will be effective after 30 days.
8:26:37 AMKoveshree: Is there anything else you require assistance with?
8:26:50 AM You: My query regarding my account
8:27:01 AM You: Why is my account R 2702.80
8:27:07 AMKoveshree: On system it shows that your line was installed on the 12/09 therefore you were charged a pro-rata fee for the 12/09 to 03/10 for the fibre line and for a full months service for the 04/10 to 03/11. You were also charged for the ADSL line.
8:27:21 AMKoveshree: There is a cancellation on system for the ADSL line.
8:27:44 AMKoveshree: I would like to make you aware of our self-help Functionalities, for the future:

To check your balance please sms telephone number space ID number to [protected].

To log a dispute, view invoices and make online payments please register on www.telkom.co.za go to “My Telkom” to register.

Email us under “Contact us” tab on the website
8:27:45 AM You: Also, I need the amended invoice asap please as I have to use it for FICA purposes on Saturday
8:28:14 AMKoveshree: Do you want a statement with the new address?
8:28:46 AM You: So does this mean that R599 (which is my full month subscription) and R299 (which is approximately my half month subscription &
8:29:09 AM You: my previous ADSL line is R2702.80?
8:29:49 AM You: I will also not be paying my previous ADSL line as I have provided an instruction way in advance
8:30:17 AM You: There is a dispute registered on the system already as Telkom is not providing an ADSL service in my current area, I had to switch to something else
8:30:19 AMKoveshree: Yes you are on the R599 package. Unfortunately i am unable to calculate the pro-rata . But your amount of R2702.80 is inclusive of the pro-rata amount. the full month service and the ADSL line service.
8:31:08 AMKoveshree: Once the line has been cancelled. Thereafter the account will be investigated and you will be credited.
8:31:22 AM You: It still does not give me R2 702.80. Even if I calculate it with 2 months and not using a pro- rata amount
8:31:30 AM You: the amount is still not R2 702.80
8:32:53 AM You: Apparently the line has been cancelled but there is a system issue which your IT is currently looking at. Not my problem! I will not pay that as I have provided adequate notice.
8:33:05 AM You: Please provide me with a breakdown of the R2 702.80
8:34:17 AMKoveshree: Your current amount is R1934.79 and you have a past due amount of R768.04
8:34:37 AMKoveshree: That makes the total of R2702.83
8:34:47 AM You: Why is my current amount R1 934.79
8:35:02 AM You: R599 + pro-rata does not calculate R1 934.79
8:35:54 AMKoveshree: As advised lizelle . You have been charged pro-rata. A full months service and you have been charged for the ADSL line and data .
8:36:29 AM You: What data? As said R599 + pro-rata does not equal to R1 934.79
8:36:37 AMKoveshree: You have been charged for the Fibre line and the ADSL line Lizelle.
8:36:38 AM You: Pro-rate is less than R599
8:36:58 AM You: I have a contract for R599.00 pm right
8:37:51 AM You: Lets leave the pro-rata and use a full month's subscription. Also leave the ADSL as I am only enquiring the R1 934.79
8:37:59 AMKoveshree: Yes Lizelle. But you were charged for the ADSL line aswell which was the 10 meg line and data for the 10 meg ADSL line you have.
8:38:17 AMKoveshree: You are on the R599 package.
8:38:27 AM You: So R599 + R599 = R1 198 and not R1 934.79
8:38:39 AM You: I did not have 10 meg line
8:38:43 AMKoveshree: Please contact 10210.
8:39:01 AM You: it was a 4 meg line. please check my account for no [protected]
8:39:12 AM You: I cant contact 10210... that is why I am using this service"

And again this person cancelled the session

It is just the way the telephone operators deal with the customers. They do not listen to the issue and just cut you off when they cant assist you.

Malcomess tempe has got 3 lines + adsl through telkom we are a business that goes into season once a year (september to january) our lines have not been working for 4 weeks now (08/09/2017 - to date no lines) how are we suppose to operate a company when telkom tells us every day tomorrow! we are situated in butterworth in the eastern cape we need our lines to work asap!

[protected]
[protected]
[protected]

Dear Sir or Madam

I am very unhappy about the service that Telkom is giving their customers.
We have an 10mbps uncapped ADSL line from Telkom and we are paying R799 per month for this service.
When we applied for this we asked the consultant if we have that coverage in our area and they said yes.
Now when I went to your Telkom store in cape gate to complain that our internet that takes forever to load, that sometimes it doesn't even work at all and that we are unhappy with the service that we are receiving. Now the lady tells me that I am paying for a service that isn't even in our area how does that work?
We asked the consultant that we want our uncapped ADSL unshaped because a friend of mine has the same ADSL line from Telkom and she had the same problem with Telkom and then Telkom changed her line to uncapped and unshaped and then her problems where solved. Now your consultant's tell me it can't be done. How does that work?
Then I spoke with a lady at your customer service centre and she told me that she was going to check for faults and send out a technician we are still waiting for the technician to come and for the last two days we don't have any service.
I would like you to sort out this matter as soon as possible because I am paying for a service that is nonexistent.
My ID number is [protected] and my ADSL line number is [protected]. I don't have a landline telephone so please contact me on [protected].
I would like to receive feedback on this matter as soon as possible!
Regards
Michael Van De Venter