Telkom Customer Service Issues

Good afternoon, I contacted Telkom to inquire about my mobile contract billing as the balance seems higher than expected. I was informed of a debit order rejection fee, although I had specified I would pay via EFT. Additionally, I am facing penalty fees for late payments, despite usually paying within 2-5 days of receiving my salary on the 25th. Telkom should train their consultants better in customer service. My balance issue remains unresolved as the call was disconnected when I questioned the billing discrepancies. I have the right to dispute and express discontent with Telkom's practices. This is not the first time I've had billing disputes with them, and I am frustrated with their poor service quality. I expect a prompt response at [redacted]/[redacted], or I will escalate the matter further. Telkom needs to improve how they handle customer concerns instead of abruptly ending calls. Thank you.

Hello, I purchased a Telkom Data SIM card in June. I was informed that the delivery would take a few days. When the courier arrived, I only had my driver's license as identification, not my ID as requested. Despite making arrangements to deliver it to my work address instead, I have not received the SIM card after two weeks and a debit order has already gone through. Can someone please contact me and the courier at [redacted]? If I do not hear back within 24 hours, I will cancel the contract and request a refund.

I closed my Telkom ADSL WiFi account in January [redacted]. I paid my normal rate for February, and in March, the app indicated I owed nothing. I received an email confirming the cancellation, and the app showed the service was stopped at the end of February. After moving to Limpopo, I didn't hear from Telkom, and I can't find any registered accounts online. Recently, I started getting SMS messages from DC Fourie Attorneys claiming I have an outstanding amount and were handed over. I suspect this may be a scam. Telkom never informed me about any outstanding balance, and I always paid on time. I find it strange that Telkom hasn't contacted me directly and instead, I received SMS from the attorneys. I am willing to settle any dues directly with Telkom and not with these attorneys.

Last year, we signed a 24-month contract with Telkom for MiFi routers at a rate of R99 per month each. We obtained 5 routers, expecting a total charge of R490 per month. However, after 3 months, we noticed our bills were much higher, almost reaching R1500. We are dissatisfied with these unexpected charges. Despite our attempts to reach out, we have not received a response. We insist on receiving compensation for the overcharged amounts, or at the very least, a clear explanation as per our contracted rate of R99 per router each month. We urge you to address this matter promptly to avoid further escalation. We appreciate your immediate attention to resolving this issue. Thank you.

Dear Telkom Support, I urgently need help with my son's school assignments. He used my Telkom cell number [redacted] to access his Graad 11 Teams assignments, including important images saved on the cloud. Unfortunately, he downloaded the Teams app onto a different device and now we can no longer access the Afrikaans assignments needed for a 77% Afrikaans essay test. The school claims the essay doesn't exist and the assignments can't be recovered. Your prompt assistance is greatly appreciated. Regards, T.N. M.

I'm currently experiencing a significant issue with my Telkom account. To summarize the problem, after moving from Bela-Bela to Montana Retirement Village in Montana Park, Pretoria, I requested the cancellation of my old account and received a new router in March [redacted]. Despite these changes, I have been billed for two installations and continue to be charged twice monthly for both accounts. I have contacted Telkom in various ways, including visiting the local Montana Telkom Office, but the issue remains unresolved, leaving me frustrated and confused. I urgently need assistance to cancel the Bela-Bela account, cease the double billing, and obtain refunds for the overpaid amounts since March. I also wish to retain my email inbox for "[redacted]" Your prompt attention to this matter would be greatly appreciated as I am at my wits' end with this situation.

I have a fixed ADSL line for the internet. My connection went dead yesterday at 5:30 PM. I've been trying to log on since then. Telkom has confirmed my login details, but I still can't get through. Unfortunately, they don't have after-hours service. According to the brochure that came with the modem, Telkom's operating hours start at 6:00 AM. It's frustrating that, even now, they are still closed. I've missed the deadline for forwarding my assignment, and I'm worried about having to repeat a year because of their lack of service.

I have been encountering issues with my Telkom account since I opted for a new contract at Telkom Pavilion with Ayanda Nzuza. My previous contract was ending, and I needed internet for working from home. I visited Telkom Pavilion, Ayanda helped me with a R399 contract for 2 years with an included router. I upgraded my line to 50mbps, agreeing to a monthly bill of R899. Ayanda mentioned the new contract wouldn't include a landline, which I accepted as I never used it. After signing the documents and receiving the router, I was surprised to be charged for it in May. I raised this issue with reference number [redacted]6. Despite receiving an email on July 5 stating the case was closed without an explanation, I kept getting calls from Blake and Assoc regarding the landline I no longer had. I disputed this on September 7 with the same reference number. My monthly payments have been debited, although I have been overcharged since May. Since disputing, I cannot access my invoice properly through the Telkom app. Additionally, I have had no internet service since September 10 due to load shedding. Despite many calls, I have yet to receive a resolution, causing frustration as I depend on the internet for work. Telkom's service has drastically declined in my experience over the last 6 months.

I canceled my services with Telkom on August 29, [redacted]. However, the agent initially did not provide me with a reference number for cancellation or reimbursement of over R3700. On September 2, another agent gave me the cancellation reference numbers, but the reimbursement still wasn't processed. After numerous attempts to contact Telkom and messages left, I finally received a reference number for the reimbursement. Despite being told it would take 72 hours by both agents, the issue remained unresolved. Last week, after more attempts to follow up, two agents informed me the accounts department is still working on it. I received a message last Friday stating the problem was resolved, but today when I called, I was asked for more proof of payment due to an extra amount my husband mistakenly paid. However, when I asked for an email address to send the proof, I was told to call back. The lack of proper communication and the ongoing issues have led to Telkom owing me over R4000.

Good evening, I would like to file a complaint against the Lephalale Telkom branch regarding my new contract. They have been causing delays in porting my number from MTN to Telkom, wasting two days of my time. Now, I have to go to the branch for a third time. I struggle to find the time during my work hours to keep visiting the branch while they fail to do their job and provide misleading information. When I upgraded on September 13th, I requested my number to be ported for Telkom benefits. The consultant said only the manager could do it and assured me it would be done by September 14th. On the 14th, I visited the branch again, and a different consultant seemed skeptical about the previous one's claims, making me question the credibility of the staff. Even after multiple visits, my Telkom SIM is not operational, and I continue to use my MTN SIM. Despite receiving an MTN confirmation SMS and responding with the OTP at Telkom, my number has not been ported successfully. As a business owner, I find it frustrating to waste time due to the incompetence of the staff at the Lephalale Telkom branch. Customer care over the phone has also been unhelpful with the porting issue. I am considering escalating this matter due to the poor service received. Regards, Frans

I recently upgraded from a standard telephone line to Telkom Fibre. During the installation, the technician removed the landline cable as per my request, but the telephone is still working through the fibre connection. I was instructed to cancel the landline by calling [redacted], but after multiple attempts, I have not been able to resolve the issue due to system problems. I will continue trying to get this matter sorted out.

Hello everyone, I am experiencing issues with my mobile contract with your company. The billing amounts keep changing every month, and I am puzzled by the high charges as I am on a fixed contract and have not subscribed to any additional services. Despite my attempts to seek clarification via email, I have not received any assistance. I am concerned about the fluctuating charges in my account. I hope to resolve this matter promptly as it has been causing me significant inconvenience. Thank you, E.K.

October 19, [redacted] National Credit Manager Telkom 61 Oak Avenue, Highveld, Techno Park, Centurion [redacted] Customer Number: [redacted]61 Outstanding Amount: R 3,[redacted].47 I recently received a letter demanding payment even though I have been trying to cancel my account for three months since leaving South Africa in August [redacted]. Despite multiple attempts through various channels like visiting Telkom shops, trying online processes, and even emailing the President as a last resort, I have been met with dead ends. The lack of assistance and unresponsiveness from Telkom has been frustrating. The website seems geared towards sales rather than addressing customer concerns, making it impossible to settle the account. The letter of demand I received lacks necessary contact details, leaving me with no means to resolve the issue efficiently. Your prompt attention to this matter would be greatly appreciated. Sincerely, Joy Sands Email: @ymail.com Phone: [redacted] ... ... [redacted]

Unlawful Account Upgrade and Billing Issue I am contacting you on behalf of W.J de Villiers regarding an unauthorized upgrade to their parents' landline account. The account was unexpectedly changed to the unlimited minutes package on August 12, [redacted], without their consent or knowledge. After the landline was disconnected, I contacted the [redacted] number, but there was no record of Mr. de Villiers requesting this upgrade. This action was taken without permission, constituting theft. Despite regular payments of R200 a month and a payment of R400 in September, the account was cut off due to an alleged outstanding amount. Telkom claims that money is owed when, in fact, the issue stems from the unauthorized upgrade. Due to their poor health and lack of access to email or a cellphone, Mr. de Villiers's parents rely solely on their landline. It is distressing to see such behavior from your company. Please rectify this mistake promptly by removing the charges billed since August [redacted]. I urge you to contact me at [redacted] or via [redacted] to address this matter immediately. Sincerely, C de Villiers

Dear Telkom, I am encountering an issue due to a fraudulent purchase made in [redacted] at Hillcrest Mall in Pinetown, KZN, which led to a person being arrested. Despite resolving this matter, I faced a setback when I tried to purchase a phone on contract at a store and was informed by Telkom not to be assisted, hindering my ability to open an account. To clarify, I recently managed to open a Telkom Data account without any issues. However, I was not notified about the restriction placed on my name. I urge you to remove any restrictions affecting my ability to open an account. Details: Name: Sandile Gasa ID: [redacted][redacted] Cell Number: [redacted] Best regards, Sandile Gasa

Hello, I recently noticed a new charge on my statement that I don't recognize. I did not authorize any new additions to my contract. I attempted to contact Telkom after seeing the charge, but the representative I spoke with was unhelpful and advised me to visit a branch. Today, on October 21, [redacted], I visited a Telkom store and was directed to the billing department. The store representative made a call on my behalf, and during the conversation, I was informed that the charge might have been added when I initially signed the contract. However, I have already paid my contract twice with the agreed-upon amount, and this charge appeared unexpectedly on my most recent invoice. I requested for the charge to be removed from my current statement, but was told it could only be removed for future invoices. I expressed my concern about unauthorized charges and asked for safeguards to prevent this in the future. Despite being told that nothing can be added without authorization, my issue remains unresolved. I inquired about who could assist me further as the billing department and store representatives were unable to resolve the matter. I am quite upset and disappointed with this situation, especially after having pleasant experiences setting up the contract. The lack of assistance in addressing unauthorized charges is concerning.

I changed addresses in [redacted] and had to switch from a fibre plan to an LTE broadband plan. I am now looking to upgrade my service, but I am unable to do so due to an outstanding R50 balance on my account preventing any changes. I believe this amount might be related to my previous service, but I no longer have the old account number. I would like to settle this balance to proceed with the upgrade, but I am currently facing obstacles. I would appreciate your help in resolving this matter.

I had sufficient funds in my bank account both before and after the scheduled debit date on the 5th, yet the payment was not processed. When I contacted customer service, they mentioned it might have been a system error. This is not the first instance where Telkom failed to debit payments on time, causing confusion for customers. I need clarification on the payment schedule for my contract to consider canceling my subscription with Telkom for good. Dear Telkom Mobile Customer, your total balance due on account number [redacted]20 is R1623.05, with R812.25 as the current amount and R810.80 in arrears. Kindly make immediate payment for the arrears by visiting the link provided. Disregard if the payment has already been settled.

In January [redacted], I contacted Telkom to request fiber, keep my email address, retain my landline number, and have an uncapped plan for R699 per month. Despite placing the order, since February, I've experienced frequent disconnections, leading to frustrating calls to Telkom. The faults department suggested disconnecting the ADSL line, while the billing department indicated an outstanding amount of R287, later corrected to R387. I paid R200 just to have Internet access. After a distressing experience, a helpful staff member from the cancellation department resolved the issue and confirmed no outstanding payments. However, my ADSL line was disconnected after contacting Metro Fiber, and I struggled to reach anyone in the faults department. I urge Telkom to address these ongoing issues promptly. The continuous lack of service disrupted my Internet access and affected my ability to contact Telkom for assistance. I'm not alone in facing these challenges, and I await a swift resolution from Telkom, especially as I face another weekend without Internet, missing important events like the Springboks' matches.

I signed up for a fiber deal at R499 in October, believing there would be no additional charges for installation and connection. However, I received a bill of R1936, which was not what I was promised. Despite multiple calls to customer service, I have not received any assistance. I am extremely frustrated with the lack of transparency in the contract and the unhelpful responses from the billing and sales departments. I am considering canceling the contract as this experience has been disappointing. I have insisted on resolving this issue as I was assured there would be no extra fees apart from the R499 initially quoted. I refuse to pay for something that was not clearly communicated in the advertised terms.