Telkom Customer Service Issues

I am urgently seeking assistance from Telkom as a SASSA pensioner unable to afford my landline anymore. I have tried calling [redacted], but I cannot understand the representatives. I need to cancel my landline with immediate effect. The number is [redacted], and it is registered in the name of I.B. Steenkamp. I reside in Moorreesburg, Western Cape. This email is sent from my husband's email as he manages our affairs. I request prompt attention to this matter. Thank you, I.B. Steenkamp.

Subject: Urgent Assistance Required for Telkom Account Hello, I am in need of urgent assistance regarding my Telkom account under [redacted]. It was used without my authorization by my son for an amount exceeding R3900. I have already contacted Cedric at Telkom on [redacted], and the account has been closed as per my request. Given that I am an 83-year-old SASSA pensioner, I kindly request to settle the remaining balance of the account with a monthly deduction of R300 from my pension. I would appreciate it if you could arrange this payment and confirm the designated account for the transactions. Due to financial constraints, I am unable to contact [redacted] [redacted] using my mobile phone. My contact number is [redacted], and my address is 28 Halford Ave, Highlands North, Johannesburg. Thank you for your prompt attention to this matter. Sincerely, Colin Dovey

In March [redacted], I requested the cancellation of my TELKOM landline with the number [redacted]. Despite multiple phone calls and chat requests since then, the line has not been canceled. Technical issues prevent me from accessing my account online, and wait times for phone support are consistently between 20 to 30 minutes. Working from home due to COVID seems to hinder TELKOM's responsiveness compared to other businesses operating normally. I am frustrated by the lack of action on canceling the inactive line, which has resulted in unwarranted charges and the threat of my account being passed to collections. I urgently request the cancellation of the account and the reversal of any unjust charges incurred during this time.

Hello, Last year in April [redacted], I canceled my month-to-month data SIM card. The consultant at the Kenilworth branch did not properly explain the cancellation process and simply mentioned that the SIM was now a prepaid card. I settled my late fees as a result of insufficient funds. To date, I have not utilized the SIM card due to my unemployment situation and closed bank account, which led to my decision to make cash payments at PnP, as advised by your call center representatives. Despite the prepaid status of the SIM card, I received a bill from Telkom, causing confusion. My visit to the Telkom branch in Maynard Mall yielded no clear explanation for the R5 usage fee being charged for a SIM card I do not even use and cannot find listed on my account. As I have been unemployed since April last year, I am unable to afford extra expenses unjustly incurred. I seek clarification on this matter, as the responses from your call center and in-store staff have been inadequate, leaving me frustrated with the service received. Thank you, Geneveve D. Account Number: [redacted]

Hello, I have been having issues with Telkom for over 2 months. In December, my account fell behind, and though I paid double the amount in January, it didn't show on my statement. Customer care confirmed they received the payment but the collection department hadn't cleared it. They couldn't provide the number and said they needed to escalate the issue. Despite numerous calls, my line was still blocked. On February 25th, they debited three times the amount. I had to reverse the charges and visited a branch with my January payment proof. They made a copy and said they would pass it on to the relevant department. I have been a Telkom customer for 7 years, but this situation feels like fraud.

Soon after updating my email address with Telkom, I encountered issues with receiving invoices due to them continuing to send them to my old email. To my surprise, I received an SMS from a debt collector about overdue payments. I settled the amount once I received the invoices but later found out the other services linked to my account were not canceled as I thought. These two services were initially part of a package deal and were never requested by me. It's frustrating to discover this a year later simply because my email address wasn't updated timely by Telkom. I have now paid the outstanding balance after visiting a Telkom branch, but I need to return to cancel the additional services. It's disappointing that these issues persisted for so long due to what seems like an oversight on Telkom's part.

I have four mobile phones with Telkom, and I am extremely disappointed. My account has been blocked for the past five days due to an alleged non-payment, despite me making the payment. I have sent proof of payment multiple times as requested, but have not received any feedback from documents_tm@telkom or the agent kubekan5@telkom. Since the 21st when my services were locked, I visited the branch in Liberty Promenade Mall and was given the call center number to contact. I have been calling daily and each agent gives me different information. Some say my service will be reconnected within five hours, while others claim I have to wait for seven days before my complaint is addressed. I find this situation frustrating, especially since I am unable to speak to a supervisor. I have always made timely payments for my small business that relies on this service. Even though I made payments before the agreed date, my phones are still locked due to my profile not being updated. Despite my consistent payments, my account remains blocked. Each time I call, I am informed that my complaint has been pushed to the back, with no resolution in sight. Today, on March 26, [redacted], I was told that my complaint has been continuously delayed by a team leader. I am at a loss for what to do next. I have paid for the entire month but am unable to use the service for two weeks. An urgent response would be greatly appreciated.

For the past month, Telkom subscribers in the Delft area have been facing severe signal issues. This problem has affected my family and friends, as well as myself, who are Telkom subscribers. Despite an initial SMS acknowledging the network outage on 9/3/[redacted], the situation has not improved since then. The message stated: "Dear Telkom customer, we are aware of the network outage in your area that might affect your mobile experience. We are working on resolving the issue. We apologise for any inconvenience and value your continued support. Telkom Team" It is crucial that Telkom addresses this problem urgently. I have been a loyal customer for years and plan to upgrade soon, but ongoing poor service may lead me to consider other providers. Currently, we have data that we are unable to use due to the lack of service, leading to potential data loss as it expires unused.

I am disappointed with the free airtime offer provided when purchasing airtime from your company. The free airtime was used unnecessarily quickly, making it difficult for customers to fully utilize it before it expired. This has led me to question which service providers can be deemed trustworthy and reliable. Initially, I praised your services as the best among all airtime providers in South Africa, but the way the free airtime was handled proved otherwise. Despite being informed of having R50.00 free airtime, I was only able to use three rands of it before it expired. It is disheartening to witness clients not being able to enjoy the benefits of the free airtime provision. As South Africans, we deserve better treatment from the service providers we engage with. - ME Leboko

I have been experiencing copper line issues in my area for years, with numerous faults causing intermittent or no service. In December [redacted], the copper lines were removed, and I was advised to switch to Telkom Mobile. However, I have been double-charged from December to the present. Despite requesting cancellation in February and being assured of credits in my April invoice, I was still debited in early April. Furthermore, I continue to face internet faults and slow speeds. The technician sent by Telkom determined on March 8th that my internet signal was bouncing off a distant tower, prompting a cancellation request for my service. Despite multiple attempts to resolve the situation through different channels, including mobile, openserve, and social media, the issue remains unresolved. I am requesting a cancellation of the debits and for Telkom/Openserve to terminate my subscription, offering me the opportunity to switch to one of their subsidiaries like VUMATEL, which operates in my area.

On the 6th of April [redacted], I contacted several individuals from [redacted]. 1. Initially, I spoke to Lindogothle in progress, who informed me that my application/pre-order could not be found and advised me to reach out to Sales. 2. I then spoke with Teresa in Sales who mentioned they couldn't place an order due to stock unavailability and suggested I contact progress for my pre-order status. 3. Following that, I reached out to Sindiswa from progress, reiterated my situation, and requested to speak with management. Unfortunately, I was transferred back to the automated menu. 4. Next, I spoke to Samantha from Sales, who directed me to contact Cell Direct and Mondo as they are third-party vendors and might have details of my pre-order. 5. After contacting Cell Direct and speaking to Ashleen, it was confirmed they had no record of my pre-order for the S22 Ultra. 6. Subsequently, I contacted Mondo and spoke with Intebezi, who also had no record of my pre-order. 7. I then contacted [redacted] again, connected with Shavonne from sales, explained my situation once more, and requested an email address for further escalation. I initially pre-ordered the S22 Ultra on Telkom's website on the 22nd of February [redacted], and after no communication, I placed two more pre-orders on the 3rd of March and 8th of March for the S22 Ultra and a watch. Although a Telkom representative reached out after the third pre-order confirming stock arrival on the 1st of April, when I followed up on the 6th of April, I was informed there was no record of my pre-orders. I am disappointed with this being the second time my upgrade with Telkom has encountered issues. Their failure to honor my pre-orders is unacceptable, and I expect them to fulfill my S22 Ultra and Watch orders as committed. Screenshots of my three pre-orders/orders are attached for reference, clearly displaying the dates. I rely on Telkom's service and would appreciate urgent assistance from a manager to resolve this issue and ensure my order is processed. Thank you, Mandy

I am reaching out for assistance regarding an issue I encountered with Telkom and Mondo. I entered into a contract for two devices in December [redacted], and it was activated on December 27, [redacted]. I requested Mondo to cancel the second device due to incorrect advice given. They collected the second device on January 6, [redacted]. However, the second contract was not canceled as agreed, and I was billed for both devices. Despite my payment of [redacted] via EFT, the following month I was contacted by their legal department claiming I owed [redacted], resulting in the suspension of my line. I have attempted to resolve this with Telkom's billing department to no avail, as they keep directing me to Mondo. The inconsistent information and lack of resolution are concerning, and I feel my consumer rights have been disregarded throughout this process.

I accepted a R145 deal with d/o on the 20th of each month, but then I started getting charged R244 at the end of the month. Despite multiple calls and emails requesting a correction to my package and billing dates, the issue was never resolved. I made a payment for 3 months, but my package was never corrected. It has been a year, and the problem persists, with charges for services I am not using. I requested cancellation, but they continue to increase my bill. They are withholding a recording they promised to provide upon request. This situation is frustrating as it is impacting my credit score. I hope for them to cease billing, remove the incorrect charges, and cancel my account as the package has been incorrect from the start and they have failed to rectify it.

Since Tuesday, I have been experiencing issues with my home landline and internet connection. Despite contacting the service provider's call center, they were unable to offer a solution. The matter has been escalated, but I have been informed that I just need to wait. When I requested to speak to a service manager, I was told that was not an option and was advised to wait by the team leader. Unfortunately, there is no specified timeframe for the resolution of the problem as it is now with the technician department. The reference number for my complaint is [redacted]9.

I contacted your customer service on [redacted] in February [redacted] to switch my account to Prepaid. Despite clearly stating my preference to the Consultant, I recently received a bill of R611 for a 40Gb month-to-month contract that I did not authorize. The Consultant mentioned that the account was changed to a contract two days after my request for Prepaid on 12/02/[redacted]. This miscommunication has left me feeling unfairly treated and I am now considering ending my long-standing relationship with Telkom. I hope this issue can be resolved as it seems the Consultants are not respecting our preferences and are imposing services we do not want. I strongly believe that if I request Prepaid, that is what should be arranged without any deviations.

On March 25, [redacted], the premium wasn't deducted by Telkom as usual. I paid R393 on March 29 as I was puzzled by the missed deduction. Then on April 22, I got an invoice for R333.40, but again on April 25, no money was taken. On April 28, I received an SMS stating they would deduct R622.57. I contacted Telkom concerning the different amounts and missed deductions. They said the deduction date was changed to month-end, resulting in a missed payment fee of R200 from the previous month. I'm questioning why the deduction date was changed without my consent, and I request the reversal of the backout fee. I've attached statements to show that funds were available on March 25 and April 25, prompting my payment on March 29. Telkom call center representative Zintle changed the deduction date back to the 25th. I'm dissatisfied with the situation and demand a reversal of the backout fee.

Dear Customer Service, I am writing on behalf of my 90-year-old mother, Client account number [redacted]75. The contract has recently ended, and she prefers not to renew due to her age but is willing to continue on a monthly basis. Unfortunately, since May 1st, she has not received her monthly Airtime and Data allocation. The Call Center has been reaching out to her for renewal, but she struggles to hear properly and is getting confused because of her age. I visited a Telkom Centre at the Mall of the South, and the consultant mentioned that the contract is still active on a monthly basis. However, they advised me to contact the call center to clarify why the Airtime is not being allocated. I would greatly appreciate it if someone could reach out to me to provide clarity on this matter. Thank you, Jenni Stephen Daughter and Power of Attorney (Contact Information: [redacted], [redacted])

I leased a laptop from Telkom on 06 February, account number [redacted]95. Later that same day, I returned the unopened and sealed laptop because my husband surprised me with one and the specs provided by the salespeople were inaccurate. Despite cancelling the contract at the Cradlestone branch with the assistance of Emeida, I was still charged R8000. I have documentation for the return including photos and signed paperwork. Although I contacted the Cradlestone branch manager and was assured that Emeida would follow up, I have not received any communication. I received reference number [redacted]A. Concerned by the charge, I plan to involve the FSCA. I can be reached at [redacted].

My Telkom fibre isn't working. I reached out to customer service last Sunday and was told my fibre line had been canceled, so technical support couldn't help. They advised me to call [redacted] on Monday. I only requested a phone line cancellation and a fiber line downgrade in April, not a full cancellation of the fiber line. I've called [redacted] (option 1 and then 3) three times today. The first call got disconnected, the second agent promised to call back after a reboot, and the third agent couldn't assist and asked me to call again and choose option 1. When I requested to speak to a supervisor, I was told one would call back as they were in meetings. I want them to reinstate my fiber line since I didn't request the cancellation and have been billed for the service.

Subject: Urgent Help Needed with Telkom Line Mailbox Issue Good morning, I am writing to address a persistent issue with my Telkom Line mailbox ([redacted], Online [redacted]) that has exceeded the 3GB limit, causing disruptions with my Office [redacted] Outlook synchronization. Despite my efforts to clear the mailbox on my end, the problem persists. I have contacted Telkom customer service on 17-05-[redacted] (ticket number [redacted]26) but have faced challenges in getting a resolution. I have sought assistance from various representatives, including Thembani, Nandi, Sibusiso, Atingo, Surance, Ntombi, and Pumeza, with no success. I have had my desktop checked by a computer shop, which confirmed the fault lies with Telkom. The inability to access my emails is impacting my work, particularly with month-end tasks. I urge prompt attention to this matter to restore normal mailbox function. Please escalate this matter to the relevant department for assistance. Kind regards, Anne Shaw