Telkom SA SOC
Reviews and Complaints

Contract [protected] - Case [protected]
I applied for a new contract as advertised that included a Portable Wi-Fi Router with sim card. At the time of application I did not realise what "Telkom Mobile Data" is and that my area is not covered for such usage. All I knew was that I had 3 other Telkom contracts and my husband has a Telkom contract and our contracts work 100%.

I had to cancel the contract as I could not use the data. Submitted cancellation request and Courier finally collected the Router. Telkom finally cancelled contract, last payment made was 01/07/2017. But received invoice for R2, 682.00. They had charged me R2, 831.00 "Termination Penalty" from which a R149 "refund" was deducted. The full contract value was R149 x 24 months = R3, 576.

This is unacceptable as I immediately queried why I could not use the contract and only on the 5th day was told my are does not support the Telkom Mobile data and application to cancel was sent to me. I submitted the application on 06/03/2017 but case was only registered by Telkom on 13/03/2017 - Case [protected]. I did report contract problems within 7 days but I am being charged basically the full contract value in one invoice, which I should not pay and cannot afford to pay.

01/03/2017 Received delivery
02/03/2017 Could not get sim card to work - error message "Out of Bundle". Contacted the call centre. They will report it to Technical Services.
03/03/2017 Phoned again. They will escalate
04/03/2017 Phoned again. 19 minutes on phone with agent. Will escalate.
05/03/2017 Phoned again. Was on phone for 33 minutes with agent. They realised it was because I could not access "Telkom Mobile Date". The sim did not include "All Network Data". I did not know about this. Told agent then I would have to cancel or migrate contract as I will not be able to use it. Agent emailed me cancellations form.
06/03/2017 submitted application to [protected]@telkom.co.za.
08/03/2017 Phoned call centre to follow-up. Received a call from [protected].
10/03/2017 Received numerous calls but unable to answer as I was in meetings for most of the day. [protected] / [protected] / [protected] / [protected]. Finally took call from [protected]. 7 Minutes. Discussed contract and that they can arrange for migration. Was told I will be contacted again.
11/03/2017 Phoned call centre again - 9 minutes
13/03/2017 Made follow-up call. Call centre cannot see my cancellation request sent on 06/03/2017 and asked me to resubmit.

And so began the long and tedious task of getting my contract cancelled. Not once did anybody mention a "Termination Penalty". As far as I was concerned I had reported my problem the day after I received the product.

How can I stop them from deducting the R2682.00 off my account and claiming back 4 months payments at R149 per month already paid.

I have kept a complete and comprehensive log and many of the phone calls were made from my work number for which I can provide voice recordings.

Please help. I cannot afford to pay the R2682.00 which is being unjustly deducted.

Corinne Dixon
[protected]
Corinne.[protected]@gmail.com

My connection has been switched off and my bill has been paid in full. The contact Centre is not helpful and no one ever responds. Case number [protected]. I didn't receive any statements and i went To a Telkom store in order to get a statement and I paid the month. It's bladdy frustrating to not having assistance especially with such a network. I know this will also probably not get resolved anytime soon but I have all the proof that my account it's up update

Logged a complaint with Telkom 17th of February regarding the extremely slow network connection on my LTE advance contract.

I have logged a case on the 17th of February and a technician came to my premises to assess the problem. I was advised the slow network was due to a setting ( WLAN advance - connection type = auto )

This was changed and a speedtest done 11:00am in the morning in a residential address when there is no network traffic or strain on the tower. When testing the network on the same day at around 7:00PM, the speed is running below 1mb/s - 4mb/s.

It’s now been 4 months since the call was logged, and still not resolved, the call centre and "chat to us" only informs me the technical department is working on the problem.

Telkom Fibre - Pay as you go.
I agreed to a pay as you go option and ended buying hardware upfront.
I was explained when i don't pay the service will be suspended until i want it switched back on.
My service was suspended since April 2017 but they kept on billing.
How can i pay if i have not received services.
The sales people did not explain the process.

Last week Tuesday (27/06/2017) Telkom was contacted to upgrade my current internet package to uncapped. From the next day (28/06/2017) my internet was down and my new internet package was not changed. I had called Telkom technical department who said that they cannot help and need to speak to the sales department. I contacted the sales department who said I have to speak to the sales department. Both these departments have been transferring me to each other from the 28/06/2017 until today(03/07/2017)and I don't know for how much more longer I will be transferred between these departments without any help and them playing the transferring game. 1 consultant even said I need to speak to the billing/accounts department (for a technical issue), and as expected, the billing department was of no help and even shocked that the technical department actually transferred me to them for a technical issue.
These departments refuse to transfer me to their supervisors as well.
Telkom would constantly pest you with new promotions etc and very quick to over bill you or charge you for sending out a technician even though the fault is on their side, they are also very quick to cut your line when you are a few days late with payment, but they will never compensate you for all the long periods of times that you was without the services due to the faults on their side, you would not even get a courtesy call.
This is pathetic and disgraceful.

I have been in contact with your call centre every month for the past 10 months with the same complaint. Your call centre agents always say they will fix the problem but the following month the same problem comes up. I was told on numerous occasions that a manager will contact me but to no avail.
I recently sent my bank statement and complaint to Mbali (your call centre agent) whose email is [protected]@telkomsa.co.za and she has not replied after promising to do so.

Once again I DO NOT have a contract with telkom mobile. The account is in my sisters name but you debit my bank account and my sisters bank account every month.

The following are the details :-

Sister's name who has a telkom mobile is Shrey Ramkolowan.
Her cell number is [protected] and her bank is Capitec

My name is Vishay Ramkolowan

My ID number is [protected] and my bank is FNB
My email is [protected]@telkomsa.net
My cell number is [protected]

Please can you stop debiting my bank account and refund my money and send me a reply .

Thanking you

Vishay

I have log a case regarding the billing, my case number is [protected]. The case was logged on the 19 June and still not resolved. I know find that Telkom deduct my account on the days not agreed upon and be charged the money for return debit. The debit date agreed on is the 01st. When I call, I am taken post to pillar. It seems as Telkom have a chronic poor billing systems as my wife has been complaining as well about billing. Now they have deducted the money and still I am disconnected. I think I should return your router and stop this relationship as I cannot pay for service not received. It is so frustrating that you can't get any help.

My Mobile contract for an Huawei device and Nokia Lumia phone [protected] is supposed to be cancelled. Telkom just goes on to charge me for these services. I cancelled my debit order to avoid paying for services I no longer used, yet when contacting the service centre I was told by Thobela that the amount outstanding has gone up from R649 to R829 due to a debit order that was not honored. Since when has Telkom taken on the role of a bank? I am very unhappy with the services

Telkom are shocking! I cut my landline because they suspended my service and yet continued to bill me for a service I was not receiving. I owed R1200, and was being debited R500 a month, which is fine with me - i deemed this to be a reasonable repayment on the outstanding amount, and all payments went through successfully when Telkom debited my account - My issue is that from the day I cut my landline, I started getting harassing and threatening phonecalls from debt collectors all over the country - threatening to 'hand me over' - to whom, if I was paying a substantial amount on the outstanding amount? These people would not be phoning me at all times of the day and night, and asking me personal questions to 'identify yourselft' - GET LOST TELKOM, ALONG WITH YOUR HYENAS!

I've experienced poor (or a lack of) service from Telkom since day 1, it was if I had to force someone to sign me up.

The problem I am experiencing now is more severe. The contract phone for my daughter was stolen on 10 June 2017, I immediately reported it to Telkom's call centre (081180) and to the police station, I was told the phone would be blacklisted and an ITC number would be sent within 2 hours, 17 days later and after several emails, calls and online chats I still have not received the ITC number needed to claim back from the insurance.

The insurance already approved my claim but cannot process without the ITC number. We are nearing month end and I will be expected to pay the full monthly installment for a phone and data no longer in my posession, in all fairness Telkom should reimburse me for the data lost in the time they failed to provide the ITC number.

I have had a week without Internet and my account is up to date, I have proved it was their fault on the day account was suspended and Now I am sitting with now way to work as I am an Online English teacher, I have no income As if I don't work I don't get paid, I have used airtime phoning everyday to sort out the matter, even been in to the store and I find out that the matter was not sent to the right department, This is unacceptable, I want my money for classes missed, I want a full apology to my employers as they do not understand that my account has been paid.This is messing with my life and I am a mom of 3 kids, How must I look after them.

Good day

Account number: [protected]
Service reference : [protected]

I'd like to Extend how unhappy I am with the service I've received ever since I took the contract with Telkom I've made serval complaints about my 20 gig data finishing too quickly not enough to finish the month and several consultants have told me they see it's going to fast but they can't help me.
Then I decided to cancel my contract last month only to be called by someone from the retention team to tell me they can give me an additional 5 gig for a year to assist with the problem and that it was going to be done on the day they called me but today I then discovered I'm out of bundles again called Telkom to find out what is the issue at 10 am 29th June 2017 I spoke to Yeoline wax call centre agent who told me her team leader Roman will call me back after an hour and this was in the morning then I waited for the call of which I'm still waiting for until now at 17:00

I asked for a cancellation or sufficient data to finish my month and so far I haven't gotten any of the things I've requested it doesn't make Sense that 20 gig would deplete and be finished by the 25th of each month with two people using that wifi router

Again I would like my contract to either be cancelled with immediate effect or do what they had promised me infect I don't even want free data I want the data I'm paying for to do what I'm expecting 20 gig is more then enough for two people I hope this is the last time I have to write to Telkom about something they should be doing as a service provider

Yours unhappily
Mr Disgruntled customer who's been lied to

Kind regards
Name : Sean klein
Designation : Marketing and Ops Manager
Cell: +[protected]
Tel: +[protected]

I received an sms stating that my account was in arrears. if it was already paid I must ignore the message. I ignored the message because I have never needed to pay any money because it was a debit order. my assumption was that what ever is outstanding would have been deducted from my account. on Sunday 18 June 17 I came back from Caoe Town to find my wifi service not working. I immediately checked my bank account and saw that the full amount (more than what the sms stated) was deduced on the 18th. I phoned the help line and the person said it would 48 to 72 hrs to be reconnected. I waited to Tuesday and still it didn't work. I phoned again on the Tuesday and this time were told that it would take 7 days to reconnect. I waited till the Sunday and again still not working. I phone again the help line and this time I was told that it would take anything between 7 to 14 days to reconnect. it is now the next week and Thursday and the problem still hasn't been resolved. I cannot understand what else I must do, it is really frustrating when I have proof that I paid for a service but don't have the benefit of using the service. The biggest complaint is that I don't get any feedback and just nothing is happening.

This is now written in a very desperate manner. Our Business has been without lines on and off since December 2016 -- 29 June 2017.

Most of the problems have been due to cable theft. We then were finally told that we could install the Line look alike option but this process has taken over 2 months. We are bound by a switchboard contract for the next 4 years and have no choice but to stay with Telkom.

I have no patience left with constant calls to the call centre, which brings me no joy as most operators are totally incompetent and solve absolutely nothing and dish out Ref no's; See below;
49ATI231116
64BTI231116
127CT2110517
23SCTK270617

WHEN DOES THIS ROAD TO POOR SERVICE END.

I tried to cancel a contract for the 4th time and still I am invoiced monthly and debit order goes of on my bank account. Cancel the debit order with my bank and again they just subtracted the money from my bank account.
Good Day Mr Vorster
Thank you for allowing us to assist with your request.
Please see below details:
Date: 15 June 2017
Amount: R 897.00
Statement Ref: EASYDEBIT TELK500866164W170615
Company Name: EASY DEBIT PAYMENTS SOL
Contact Number(s): [protected]
Contact the FNB Private Clients Service Suite on the details below should you require any further assistance.

MR Barend Vorster.

We'll need this information
Account no [protected]
Service ref [protected]
Invoice no [protected]

Financial Account Number ( [protected] )
Summary of your Account
Previous Invoice Balance Brought Forward R 598.00
Payment(s) Thank you R 299.00 Cr
Other financial Activities R 0.00
Balance Overdue R 299.00
Billing Account Number ( [protected] )
Recurring Monthly Fees
1 x 10GB + 10GB Internet + Huawei B593 R 299.00
Subtotal (Recurring Monthly Fees) VAT included at 14% R 299.00

I am stuck between a rock and a hard place. I am a stay at home mom, and I work remotely.

Over a month ago my laptop was stolen fr9m you boot, and I had to obtain a new one. I went to telkom (Mall of the south), and applied for a toshiba laptop.

I can tell you that I can count on my hands how many times I have used the laptop in the space of a month (I am using my daughter's tablet to work from, which is not easy).

The laptop is extremely slow (With nothing stored on it), and it goes into a sleep mode and never snaps out of it... Even if I remove the battery.

I visited the store, and was told that it is to do with windows 10, and that I should not leave my laptop in sleep mode, but switch it off. This is ridiculous!

I am told that to book it in take 21days which I do not have. And I will not get a loan laptop.

I am so disheartened because I am struggling, and I am losing business by the day!

It is within my right to get a new laptop!

Please help me.

The Landline and ADSL have been disconnected from the 18/6/2017.reported at the Telkom shop in menlyn, via email, chat, Facebook, call centre.

(at 15/6 reported 0.01mbps down and upload speeds)

This is unacceptable explained the urgency of the uncapped Internet required as per contract with Telkom.

Should Telkom have down time notice must be provided and alternative provided.

[removed]

I cancelled my mobi wifi in December. I have sent numerous emails with all the information and I have completed the forms over and over. I was told it was sorted and my account would be back dated. I am still getting acounts and now the number has been suspended. It still connects to wifi and can receive calls. My mom uses this number. I need this sorted out now as I do not want to be blacklisted. I do not now what else to do. This is a piece of one of the many emails: Your cancellation was done
Order has been backdated to 09/12/2016
OA -155541456A

Please email me at [protected]@gmail.com and I can forward all correspondence. My contact number is [protected].

my rek nom is [protected]
Ek is so kwaad oor telkom se dins ek het april 2016 gekanseleer by cape gate het dit daar oot gesit op nuwe eienaar se naam het geen bewys gekry nie ek moet nou nog vir dit betaal die nuwe eienaar is oolede desember 2016 hulle sien dit is nie gebruik van januaria 2017 nie ek soek al by geld trug van januarie wat dit nie gebruik was nie ek vra die minste as ek moet kon ek hulle gevra het vam april 2016 maar ek doen nie sit my lyne af ek soek asb al my geld trug en soek soos in vandag al my lyne weer aan ek kam nie help as julle mense nie hulle werk kan reg doen nie en soos ek vir hulle gese het hulle moet mos alle goed op rekkort hou vir 5 jaar so ek verwag dat hulle my bewys gaan soek wat ek nie gekry het nie ek nou baie moeg van telkom

Query nr. [protected]

Dear Telkom, I am very dissapointed in the service I have received. I received a bill for May incl. Double subscription charges! I have been quering this for more then 2 weeks now, and everytime receiveda different query number. I need a manager to contact me ASAP as I am very close to taking Telkom to small claims court. Telkom has charged me double in Nov. 2016, Dec. 2016 and Jan 2017! On top of this Telkom accounting fraud, we have been offline three weeks in Dec. And another week now in June and yet again today they suspended us again! Basically I have paid for more then a month now that Telkom owes me a refund not in data but my money back as I have paid Telkom with money! This message is my last resort, if the outcome is not favourable further action will be taken, guaranteed! I will give Telkom until 9am tomorrow morning to phone me and resolve the issue as by now 5 "queries lodged" later still no resolution any sane person will be hospitalized for insanity. Surely someone at Telkom has had some sort of training and higher education to fix an error Telkom made! We now await your eager feedback, the call centre staff is not capable to understand a simple sentence nor has the capabilities of resolving a Telkom error! I assume lack of training is an issue! I can assurr Telkom as a customer I am not being treated fairly, I wonder what the law is on "TCF - treating customers fairly" Telkom what do you think? Maybe the consumer act would like to hear from me?