Telkom SA SOC
Reviews and Complaints

Fault 1080CTK210817 for Service ID [protected]

The fault on the line [protected]) referenced above has been logged on the 21st August 2017.

The line and ADSL line have not been fixed up to this date.

The complaint has been followed up 4 times during the past 3 weeks.

This is unacceptable for a service that is paid for.

Your URGENT attention to the matter will be highly appreciated.

Line owner: Mrs EW Gous +[protected] [protected]@absamail.co.za

I renewed my contract ( Account number = [protected] / Invoice no [protected] ) After signing the contact, I was told that I will not receive the Huawei Fit . On my signed contact it is stated that I will receive . My contact and your advertising states that the Huawei P10 plus and Huawei Fit . Before I do report this breach of contact to the consumer council . I want this matter resolved and all items as per contact given to me . This type of underhandedness is UNACCEPTABLE

I filled in sent in a cancellation form on the 28th of April. My contract(8ta) had expired in Feb and I was left only paying for the data (R99). I got an email on the same day saying it would take 21 business days. And 4 days later on the 2nd of may I was debited R99.
I'm not sure if that was to pay for April or for may but I didn't care because I expected that to be my last payment especially since I wasn't given/ nor did I use any data during the month of May and believed it was all sorted out.
On the 4th of June (certainly over 21 business days later) I get a CASE NUMBER ([protected]), When I'm expecting to get confirmation that I was migrated back to prepaid and my contract was cancelled. At this time my SIM card is still receiving no data/services, I know this because I tried goggling something almost every other day on my commute but to no avail and since my bank account is empty (life of a student) I don't pay the case number any mind not realising the failed attempted debits from telkom mobile.

Fast forward to the end of July and I'm able to afford some data due to doing an internship so I purchase directly from my banking app onto my sim because my SIM card hasn't had any data on it since April.
I wouldn't have bought data if it did as I only ever use that data on this sim on my commute home (where there's wifi) from work (where there's wifi) or to University(where there's wifi).

I had loaded about 500mb of data and in a week it had expired and I thought maybe I had made some mistake and loaded a further 500mb only to find out that my number had been blocked and that I owed over R500 !
I phoned about 3 times and got absolutely nowhere with the customer service. All I was told at every turn is that there's nothing I can do but pay the outstanding amount.

How can I owe money when I haven't been getting the service? And even if I was getting data (which I was not because I checked countless times).
Telkom mobile keeps trying to debit me monthly and I keep blocking them and every month the balance goes up over R100! It's now at over R600 and for what reason? Does no one competent work at Telkom? I can't just give away my money away because that's what I would be doing as I'm being charged for a service never provided!

I Nobuhle Mdakane Id no [protected]. I took a cellphone contract with Telkom Mall of Africa branch in June 2017. I received the phone on 14 of the same month.

I took in the phone for repairs on the 27 June 2017 as the simcard was stuck in the phone. I collected the phone on the 20th July but didnt get the simcard, I was told that the simcard got lost at repairs. So I did simswap on the 27 July 2017. I realised that my airtime credit is lost too. That when i opened a complaint case, case number [protected].

On the 20 August i was advised that the case is closed because i am the one used the airtime but i didnt have simcard at that time. That when I opened another case for why case was closed without me giving the facts of my case.

I am now suprised because the second case is also closed to my dissatisfaction.

I ask for your help to investigate the case.

IMEI number [protected]
Cellphone number [protected]
Simcard SN [protected]

I also request explanation as to the once off charge done on my contract for R499.00 on the 20/07/2017.

On Saturday, 9 September, I visited the South branch to change my plan. I was on the Smart plan 50 and migrated to the free me plan. I was asked for identification by consultant Ali Mohale. Upon his request, I and gave my license. He took the license and after going into my profile he told me that he's not allowed to use my license. I then told him that I always use my license when I have an inquiry and he is not being very helpful. He then told me it's fine he'll use the license but no one must see and I'll need to pay an extra fee. I said no I will come back tomorrow then when I have my ID. He said “no everything is already done” and I just need to pay the fee. I then gave him my bank card with the intention to swipe for the extra charge seeing that everything has been done. He then told me no we don't swipe and I asked what is the speed point for if they do not swipe. He looked and me and laughed and typed a message on his phone saying that I don't understand him, I need to give him the R50 cash for helping me out. I told him no I will not do that but I will come back tomorrow to fix everything with all my documents. On Sunday afternoon, 10 September, I received a phone call from [protected], at15h18, asking to speak to me. He went on asking if have I forgotten the deal I said “no” and dropped the call. He then called back and I asked my boyfriend to answer the call. My boyfriend told him not to call again. After dropping the call I received this is the message from [protected].
U guys are so dumb.. I'm not looking for any money. I was trying to advice u that the SIM card is goin to be affected again u need to come to the store on Tuesday. I dnt know why u acting so stupid. And make sure u bring all ur documents this time other wise we won't help u. Actually just forget I called. I'm cancelling this ****!
I have never received this level of pathetic “customer service” in my life. I hope that he will be dealt with accordingly and reprimanded for his work etiquette. I expect a formal apology to myself as well as my boyfriend. This is unacceptable behaviour. There are many people who are desperate for jobs and this is the jobs of people that Telkom employs. No etiquette, morals or respect whatsoever. To top it all off I had to explain to him that my device is insured and that the R83 which appear on my statement is not the premium for my plan but the device insurance and he was also adamant that it is the premium for the plan and yawning his way through this consultation. Kindly request to view the camera footage of my time with him.

I opened a new contract on the 24th of May 2017 and the amount of R469 was deducted out of my account to be able to verify my account and I was told that it would I would be refunded within 3 months. 3 months has passed and I still have not received my refund. I phoned on the 6th of September to log a query and was told I would be contacted the same day about this and no one even got back to me. When they took the money from me there was no problems but to get my money back I have to fight for it. Pathetic service from Telkom.

Good day

Ive requested a technician to move my line & ADSL on Friday. Ref [protected] He was at my house and left at 11.00am, telling me there is a area problem but should be fixed by 16.30 when he will phone me back. I could not get hold of him up until 18.00
Saturday morning, everything still dead. Spoke to my neighbour, his Telkom (on the same property) was up and running. I phoned 10210 on Sunday AGAIN...telling me everything shows active on Telkom's side, who advised me to phone Sales Dept on Monday morning

Monday I phoned, after 40min the lady told me she can only help me once she gets hold of the tech. I waited for her callback...nothing. I phoned again at 12.00, first I was transferred from 1 to the other, each giving me different answers. Eventually advised to phoned 10213.

I phoned 10213, explained the whole story for the hundredth time. Here the lady told me, the etch cant do anything, she needs to send an email to IT dept to activate and will take up to 6 hrs. Ref 2404700 I must check tomorrow or phone 10213 tomorrow again...honestly? Its now 1 o clock in the afternoon...my entire morning phoning phoning just to be told an email was send to activate.

Honestly the poorest service I ever received, and I thought its best to stay with Telkom products and move it to my next address. What a pity. Every call centre person tells a diff story, giving different answers or advise. Its pathetic if you take the amount of hours since Friday that I had to spend on the phone just trying to get my services up and running again as Im working from home!

I placed an order for the special Telkom was running for 4mbps uncapped ADSL. I paid the deposit as required, and have not heard from the instore consultant again - he didn't even acknowledge my proof of payment until I emailed and asked if he received it. This deposit was paid on 31 July. I have still not heard anything, and have tried to phone. I was told by the consultant telephonically that everything for my order was there and she transferred me to the technical department - no answer. I have complained on Facebook, to be told that they were waiting for the installation date, then that there was a technical error on my order on their side which they were trying to resolve. My phone was stolen and as I cannot see my order online, could not amend my details online, but messaged to ask the correct number to phone or for them to contact me providing them with my new number - this was ignored. What do I do now? They have R700 of my money for which I have no goods in return, nor any feedback as to when I will get my line?

Account number [protected] Tel [protected]

I have send an fax request on 28 June 2017 to terminate my service - Have proof that my fax was successful send to [protected] TIME 9:25:45am
Cancellation request was send attached with copy of Id and My Statement

I have then contacted them on the 4 July Tel no: 10210 was told they can only advise at the end of month if this was cancelled,
4th July 2017 I send a request again to terminate my service
20th July - I Received my statement made a finale payment of R206, 85
and send fax to Telkom with proof and again my request of the 26th June to terminate my service
10 August received a statement clearly my account was not closed
I contact again Line 10210 spoke to Sinethemba at 8:42 she confirmed she spoke to her Supervisor and that my line will be terminated and the payment will be back dated and my account will be closed

Today 11 September 2017 I received an sms statement called the contact centre 10210 been advised because the MWEB line was not terminated I am still liable for a payment. MWEB cancel my service end July and I never paid or heard from them again.

My instruction was very clear on the 28 June 2017 to cancel my service as end July I have made my payments I have followed up constantly not sure what the purpose is to call or fax instructions as no one is interested. I will take this to the ombudsman and will claim a refund on my airtime, my time as I have proof of every single interaction Please I need urgent confirmation that my service has been terminated, I was considering to take FIBRE with TElkom but with the trend of the service I Received I cannot even consider it
I need urgent feedback confirming my telephone sevice has been cancelled

Telkom advertise their prepaid R99 1GB option as including 300 free minutes to Telkom numbers. As opposed to their contract 1GB which has unlimited free minutes to Telkom numbers.

I bought the monthly 1GB option from the Capitec prepaid list. Only when my Telkom calls used up all my prepaid airtime did I realise that the free minutes were not being applied.

The call centre agent told me that I had selected the wrong option. you should have chosen the freeme 1GB option"- its not Telkom's fault its yours". I explained to the agent that there is only one 1GB option on the bank's prepaid menu, not two. And as this was R99 a month it was the only thing to "choose".

Telkom is tricking people into losing the free minutes they advertise as bundled with the 1GB prepaid. Not only is the one they advertise not available to buy, but the one they put in its place should not be on the list in the first place. This is fraud - Telkom is stealing from its customers!

During april 2017 I have upgraded from asdl to fibre optic uncapped and was informed by telkom woodlands that I have to pay a r600 cancellation fee to upgrade. Documentation was completed and I was informed that telkom will cancel the asdl line and install the fibre uncapped line. Since april 2017 I am paying r307.00 for asdl 10 gigs as well as r599 for the fibre uncapped line. Telkom now claims that the asdl contract only expires at jan 2018 and I will have to continue paying for both options notwithstanding the fact that I no longer use the asdl line. My account number at telkom is: [protected]

can i get some help please. I need to understand why i was debited for the full R299 and only received a pro rata amount? I called the call centre now and Adrian says that the R299 was supposed to be reversed back to my acc, this didnt happen. I asked to speak to Desmond, the guy that sold me this deal, i hold on forever. CAN YOU PLEASE GET JARROD PATHER TO CALL ME. I will start writing on your wall so everyone can see the [censored] after sale service
i want an answer before my 7 days cooling off period is over, which is Wednesday. So please do some work and follow up on your numerous escalations that was sent by Jarrod and Gershwin.
Hi,

I applied for the above mentioned deal on the 11th July and was debited the full amount of R299.00 on the 18th July. When they done the deal I clearly stated I want to be debited on the 25th of each month. The money went off and when I received the device on the 26th July, I only received a total of 7GB (3.5G anytime + 3.5 night time). I have been calling since day one and no one can help and say what is the next step. I wasted my time calling and following up and no one gets back to me after escalating the issue.
I spoke to a manager by the name of Jarrod Pather and Gershwin from the call centre. They both also couldnt help.

Gershwin asked me to send him screen shots reflecting the R299.00, this was done already on the 27th July, he said he will get back to me the next day after 1PM. To date no solution to this mess.
Now tomorrow is the 7th day, the cooling period is coming an end and I have to deal with this crap service for the next 24 months. It's not worth it.
I have been sending complaints on social media (facebook inbox) and i always get an automated response "Hi Devan, The Social Media Special Forces are now recharging! The team will be back to help you with queries from 8AM-8PM Mon-Fri & 8AM-2PM Sat-Sun and public holidays. Please resend your message during our service hours for assistance"
Whoever handles the above team have no idea what they are doing and remember i can also write this on your wall.
Today Adrian called me, but with no solution. I wasted my airtime calling you everyday just to be told we escalating. I want this resolved today! you took my damn money.
i applied for the July R299 deal and you debited me more then that and didnt credit my R299 [censored] [censored]. Never ever again.

I f not answered in 48 hours I will lodge my complaint at the National Consumer Commission of SA .

Telkom has handed me over due to non payment of my telephone line that I have nominated to be transferred to my new application our estate in Maruleng Limpopo and in conjunction of a telephone line that I am trying to cancel for over 3 years but unable to speak to anybody at cancellations.. This email is because of Telkom handing me over to attorneys even after I have cancelled my service and Telkom has recognised and gave me a cancellation receipt. Still I am handed over and now I am fighting back.

My other account I stopped paying after I asked for a service transfer when my business moved premises. Now Telkom is again not providing a service that they promised and sold to our Estate with unfair bait marketing and negative option marketing, rendering us consumers that signed up for the service to be handed over to attorneys due to non payment of a service that I cannot use (my line I opted to transfer)

Telkom (Andy Naude and his team) told us everything would be installed by mid July so they falsely advertised the service where I waited for my landline to be transferred to this new service. I was paid up then.

Until now I have not received any correspondence why this is installation was delayed, and still there is no line at my property. (2 months afterwards) Fibre was installed by a service provider in March which Telkom has also had a contractual dispute.

Telkom also has handed me over to attorneys due to non payment of accounts [protected] which tainted my credit record (I refuse to pay the R2000 odd rand since I cannot use Telkoms service after Andy's promises) and yet I am still waiting for the transfer of my line with my new contract.

Sort this out please, my business is loosing money as everybody else.

I have prepared a formal complaint at the Consumer Commission for my other account [protected] that took three years to be recognised as cancelled but is still active of which I have also been handed over to attorneys and sits on my credit record

Please supply me with adequote information why bait marketing and negative option marketing was used to let us sign up. Consumer Protection Act (Act 68 of 2008) Marketing (sections 5(3) & (4))
Why Telkom keep on charging me if they cannot provide a service to me (after I followed the prescribed route to inform my supplier) and do not process my cancellation requests. The consumer's choice Consumer Protection Act (Act 68 of 2008) (sections 13-21) and Fair value, good quality and safety Consumer Protection Act (Act 68 of 2008) (sections 53-60)

Class actions (section 4) gives me as an individual the right to lay a complaint to the National Consumer Commission of SA

Consumer Protection Act (Act 68 of 2008)
Marketing (sections 5(3) & (4))

The Act prohibits discriminatory marketing (i.e. excluding persons from accessing any goods or services or targeting particular communities for exclusive supply of goods or services). It also deals extensively with general marketing standards; bait marketing; negative option marketing; direct marketing; catalogue marketing; trade coupons and similar promotions; customer loyalty programmes; alternative work schemes and referral selling.

The consumer's choice (sections 13-21)

The Act deals with the consumer's right to select suppliers; the expiry and renewal of fixed-term agreements; pre-authorisation of repair or maintenance services; providing consumers with estimates; the right to choose or examine goods; the right to return goods and so-called unsolicited goods.

Fair and honest dealing with consumers (sections 40-46)

The Act deals extensively with so-called unconscionable conduct; false or misleading representations; fraudulent schemes and offers; pyramid schemes and auctions.

Fair value, good quality and safety (sections 53-60)

The Act deals with the right to demand quality service; the right to safe, good quality goods; implied warranties of quality; warranties on repaired goods and warnings concerning the fact and nature of risks pertaining to activities or facilities.

Class actions (section 4)

The Act allows class actions in the form of accredited consumer protection groups, which groups may act to protect the interests of a consumer individually or of consumers collectively. It determines that any of the following may approach a court, the Consumer Tribunal or the National Consumer Commission on the basis that a consumer's rights in terms of the Act have been infringed:

· a person acting on his/her own behalf
· a person acting on behalf of someone else who cannot act in his/her own name
· a person acting as a member of, or in the interest of, a group or class of affected persons
· a person acting in the public interest
· an association acting in the interest of its members.

I called two weeks ago requesting my address to be changed on my statement as it was still reflecting my old address and this makes it difficult whenever I want to transact as a "Proof of Address" is always required.

After holding on the line for over 10 minutes the lady who assisted me made the changes and said it would reflect on my next statement.

When i received my statement via email yesterday, 6 September 2017- it hadn't changed. I called the customer care line again and waited 16 minutes then after a consultant named Siboniso Nkosi answered the phone.

His attitude on the phone was one that showed me he was just trying to get rid of me. After calling the call center so many times you get to learn how things are done from answering all the security questions before they allow you access to my account. He didn't do any of that. he just asked me what my address was and ask which province - did not ask for the spelling / the city / the postal code nothing! then when i attempted to correct him he put me on hold for a further 8minutes then hung up the phone.

So i called again and waited another 13 minutes before anyone answered and by some miracle the same Siboniso Nkosi answered. When i confronted him on what he had done his response was " me? i hung up? I was on another call - BUT anyway LETS MOVE ON"

His attitude stinks and his tone was so rude and I as a customer felt so disrespected.

My initial mistake was not asking for a reference for that first call but i wasn't going to make that mistake again! I asked for a confirmation of change of address or my statement to be emailed to me and he said he would do that but I didn't believe him because I could pick up on his tone that he was being sarcastic. Then i asked for a reference for my call and he proceeded to tell me he would email it me along with everything I asked! I REFUSED because calls are recorded and it is my right to request one. He then gave me the Reference: [protected]

Thereafter - the email i received from him was just a typed out thing ( as attached) - with NO REFERENCE number.

I've been a customer for 2 years and I am honestly not happy about the service that they offer. Especially because we hold forever just waiting to be assisted and when we finally get through - someone incompetent is waiting for us on the other line!

what a let down

Been trying to cancel my ADSL line for 3 years now (07/2015) Follow all the steps forms Id act. Get conformation of the cancellation letters the Received but still my account is being billed for ADSL. Was contacted on 21/11/2016 after not paying the Adsl amount. I was credited on my account.
The very next month the account still had the ADSL on. Changed all my phone numbers and e-mail dares. I give up. They have now handed me over to Newdeb. I am not willing to pay the outstanding amount because I have cancelled it 3 years ago.

I had my LG Stylus 2 for six month...practically brand new, and garanteed for one year. used it to make calls and on the dashboard of my car as Navi. nothing wrong with that, as it has google maps pre-installed.

As always i place it into my handbag after every use. well, as luck would have it, i switched my cell phone on the next day and the screen was black/blank. whatsApp messages and calls came through but i could not answer any of this due to the black screen.

i took it in to the Telkom store where i bought it. they in turn filled out a form and send it off to their technical shop. three days later i received an email from the technical shop to pay them R188- and some odss for the evaluation.

I called them to ask what was wrong with this new phone. they told me that it looks like maybe i had it in the bathroom when i showered for it looked like some of the steam could have creeped into this sealed phone. i told them firstly..i dont use or place my phone in the near of the shower but use it on my dashboard as a Navi on the road.I asked them if they found water in the phone..they said no! but it looks like it cought some steam of the shower.

I also told them that i have no dealings with them but with Telkom, and they should contact them...for they send it in for assessment. If Telkom employ a third party, then it is their duty to commune with this third party themselves and not pass the bug.

i told them that i cant pay monthly Installment on a Product which i did not have in my possession. A Tall chap that looked like the Manager then honoured us with his presence..said nothing but was just lingering around...came to sit near us to eavesdrop. The employee then said that he will send his Manager an email to sort this matter out for me.

I told him that it was the third time in the three weeks that i am waiting on a reply from them. I knew that the eavesdropper can be no one else but the store Manager and i pointed to him and asked the chap who helped me" Is he not your Manager" the chap replied with a yes. I told him..now tell him my problem for i am not coming here again to tell the this same thing over and over again for the fourth time.

The Manager got up in a haste, told the helper to send the forms to him and dissappeared behind the partitioned wall without even a blink or an effort to interact with me. he is not cut out to be a Manager..no liason with the Customers. I refused to pay this fee because it is between Telkom and its Partner. I have a Contract with a one year garantee.

they asked me if i have taken out an Insurance on the Phone. I said that if its under garantee... why do i need to insure it. I said that i will insure my cell phone one month before the garantee expires. why should or even would i waste money on a garanteed item...money down the drain.

the phone is still with their third party, and Telkom has not contacted me. I am still paying Installment. I will stop this Installment next month if they do not replace this obvious faulty cell phone. I have cell phones which im uing for over twenty years and is still going strong. Shower! my foot.
have been a client for over forty years...will have to consider change--

Very dissapointed customer.

Been trying to cancel a contract since mid 2016. Followed all the necessary procedures. Telkom continuously loses the forms. We have been in store, through call centres, Telkom complaints, Telkom Social Media team you name it. Forms have been submitted multiple times. Hours spent calling call centres, emails etc. Telkom has now handed the account over to their debt collectors who are threatening my elderly mom. Yet no one is prepared to assist. Acc no [protected]. When this account was cancel it was in fact in credit when it was cancelled. Now you are threatening to blacklist a pensioner a year later?

When this account was closed Telkom owed my mother money. They should close the account and write off the debt they incurred by not cancelling. They should also carry their debt collector's costs and clear her name.

I took a phone in to Telkom at Menlyn mall. I deal with Solomon.

On 10 Aug 2017 i took a Huawei P9 lite in to be quoted first for the reason it was a work phone for a guy who resigned to finish with my company in August. I told Solomon what my problem is, with the following.

I need the quotation urgently by the 24 August 2017 so that i can deduct the quoted amount from the guy who work for us salary for the touch panel thats broken. Solomon form telkom then told me that i dont have to worry and that will be having the quote by the 18 of August so i told him wow that would be nice. OK by the 18th i did not yet receive it so it didn't bother me because its still a few days before my guys salary. By the 24 i started calling with no luck and continue to struggle today i got hold of CTMI Africa they told me that the phone was only received by the 31 and then started working to quote and after that the quote was sended to telkom. i got hold of Solomons email address with him replying that there was other methods of how it work so be quoted.

if he told me that and the truth the day i was there i would have told him that he must leave it i will take it els where. to a repair center that would have been faster on the quoting method. anyway

trying to reason with him the started giving me a snotty attitude i then reply'd insisting on his manager to contact me, so that i can reason with her.

she called me today 05/09/2017 in the late afternoon. so i started telling her my story with me not even half way in to my story what happens. i then started chirping in and starting to raise her voice at me telling me that he told me thats the methods how it works so i asked her is he now making me a liar. with her now starting to almost loose her temper so i started raising and started shouting at her to a point where she just kept on yelling
so i started to make a lalalala noise and put the phone down in her ear.

I mean from a MANAGER thats what we as customers should be happy with. Do as they say if they see that they made a mistake to now blame the customer. please help me with assistance to sort out this problem with rude staff of telkom menlyn mall. and i would please like to ask you to check google reviews about menlyn mall telkoms service what other people is writing reviews of please please.

my reason is that i want to know who is now going to pay for the damage because i asked him Solomon for the urgent quote and only received it today.

Its staff members like Solomon and the manager of Telkom Store in Menlyn that gives company like Telkom a bad name.

Good day

I have been trying to cancel my contract from April 2017 and my cancellation forms kept getting “lost” – As per Telkom agents
I went instore twice and I phoned customer care so many times and nobody could help me
I finally realized after receiving the attached mail, on why my cancellation request was never being logged.

When sending out my email for cancellation, i chose to put a read receipt. i got a mail stating that: "My cancellations mail was deleted without being read"
This is the reason why my contract is not getting cancelled because of immoral behavior

I do not know how many other innocent people are being robbed this way, and incurring extra costs at Telkom’s benefit!

Telkom is officially the most unethical and dishonorable network I have ever dealt with!

Regards

Shamitha Gokul Chitray

Good Day

My name is Yoliswa Velebayi, I made an application for cell phone contract at Menlyn park, the store in ground floor next to game, I went there sunday the 26th Aug, today is the 5th of September, I call and told the application was submitted but the person who is suppose to review it, has put it on a bucket or basket and has not attended to it,

This is application for cell phone contract not a house or car, I was told it takes 72 hours, its more than 72 hours now, this is highly frustrating, when I call the store, the agent who made application Brian tells me he will escalate the matter, and promises to call back and never calls me back, I have sent emails using Telkom mobile website, nothing no feedback no call no nothing regarding this

can someone escalate this, because its not possible to apply for cell phone contract and made to wait 7 days,