Telkom Customer Service Issues

I have encountered issues with two landline phone numbers at my residence, which have ceased to function since early May. Despite expecting this based on prior notices from Telkom, I was surprised to receive invoices for both lines after the service was disconnected. One line, [redacted], is under the name of my late mother-in-law, Mrs. K McPherson, who passed away in January [redacted]. Despite multiple attempts to terminate the line, it remains active, and I have been paying the bills monthly. The second line, [redacted], registered under my mother's name, was consistently paid until service cessation. I kindly request the cancellation of both lines, the removal of any charges post disconnection, and confirm no replacement services are needed.

I am frustrated with the repeated overage charges and disconnections after reaching my daily data limit, even though I have sufficient data available. Telcom keeps making changes, requiring me to adjust my connection settings repeatedly until two Telcom options appear, of which I select the top one. This temporarily resolves the problem until Telcom starts charging me excessively once more. I apologize for the sarcasm.

Subject: Complaint About Faulty Device Purchased from Telkom Mokopane I am writing to express my dissatisfaction with the service I received after purchasing a device from Telkom Mokopane. On April 3, [redacted], I acquired an iPhone 14 Pro Max on contract. Unfortunately, the device stopped charging as of last week Monday. I sought assistance from Telkom Polokwane, where a salesperson named Makhado informed me on April 7 that there was no issue with the phone after their assessment. Despite trying different chargers, including ones from the iStore, the charging problem persists. I am disappointed that the device was repaired instead of replaced, especially since it had factory defects. Despite my request for a new phone, I was told this was not possible. Conflicting information from technician Mr. Mosehla and salesman Mr. Makhado has only added to my frustration. The removal of the screen protector further indicates that the phone underwent repairs. I urge you to address this matter promptly. Sincerely, M. A. Baloyi [redacted] [redacted]

Dear Telkom, Yesterday, I took a call, mistakenly thinking it was from family, but it was a Telkom representative. Being a long-time Telkom customer, I found myself in a lengthy conversation while at O.R. Thambo waiting for my flight back to Cape Town. I inadvertently signed up for a fibre contract during the conversation. My daughter, R. Botes, shares my address and initiated the process while I was away. She purchased equipment and there have been incurred costs. At 87 years old, I should not be entering into long-term contracts, and the agreement with my daughter is for my best interest. I wish to avoid family disagreements at this stage of my life. Kindly cancel this order. I seek your understanding and ask for the opportunity to reconsider. I have never made a phone purchase before and regret listening to the sales representative. I appreciate your cooperation. Thank you, H. Ackermann

I had a Wi-Fi contract with Telkom. I paid my account diligently every month. However, there were times when my SASSA pension was delayed, affecting my payment schedule. I visited Telkom at Mall of the North in Polokwane to inquire about an alternative payment method into their ABSA bank account. Despite sending my son to make a payment one month due to illness, Telkom claimed it was not received. Following this, I made payments at ABSA only on the days my pension was received, which led to payment date discrepancies. Telkom required payments by the 1st of each month and considered my payments late, resulting in my service suspension. Due to the suspension affecting my work meetings, I had to cancel the contract. I dispute owing any money since Telkom suspended my service and I did not receive the service. Thank you, Mrs. Sarah Sue S., ID: [redacted][redacted].

Hello Telkom, I obtained a router in mid-April that came with 2 SIM cards. At the end of April, I was charged for a service that I had canceled before activation. I had requested to only be charged [redacted] rand to fit my budget, but you continue to debit [redacted] rand each month. Tonight, you attempted to debit my account for the second time this month. I tried contacting customer care, but after a 20-minute wait, no one answered my call. My service was suspended a month ago, yet you keep debiting me. Can you please cancel my contract? I am unsure of my Telkom numbers, but you are taking my money and billing me incorrectly.

I was provided with the email address [redacted] during a call with a service agent today. I wanted to report an issue with Telkom's online payment system, but the email bounced back as non-existent. I suspect it was a deceptive move by the call center agent. Below is the email content I intended to send to Telkom to address the problem: Subject: Payment System Glitch Dear Telkom, I have noticed a recurring issue with your online payment system. When making a payment on your website, the amount displayed for confirmation is often incorrect. For instance, during my recent payment, the amount payable was R536.70. After inputting R536.7, the final zero was omitted. The confirmation displayed R536.70, but just before the payment was sent to the bank, it showed R536.07 (70 cents changed to 7 cents), leading me to cancel the transaction. To work around this, I entered R536.70, even though the extra zero should not have been necessary. Despite this, the final confirmation amount still appeared as R536.07. To ensure the correct payment, I had to enter R538.00. After making the payment on June 20th, the on-screen confirmation from Telkom displayed R536.70 instead of R538.00, indicating a persistent flaw in the payment system. I bring this to your attention in hopes of resolving this issue promptly. Thank you.

My landline and ADSL have been out of service since April 21, [redacted], for more than two months (I was away for the last month). Despite repeated attempts to report the issue, the problem persists. Telkom claims it's resolved on their end, but my services are still down. The information provided by call center agents is conflicting, and I've been unsuccessful in reaching technical support to schedule a technician visit. I reside in Pilgrim's Rest, a rural area without access to fiber or LTE. Other landlines in the village are operational, so I'm puzzled as to why my house line remains unresolved.

We applied for a fixed line fiber service on a month-to-month account, set up for automatic debit orders with all the required documentation. However, our application was rejected on the same day. After escalating the issue, an investigation revealed that our credit had been incorrectly blacklisted by another company. Telkom then surprisingly confirmed that a new account was approved, and hardware installation was scheduled. During the installation, we raised concerns about the account handling with the technicians, who assured us that Telkom Sales would contact us after the promotional period to finalize the sale. Despite the account being active on our end, we never received the promised call. Our attempts to follow up with Telkom were fruitless. Additionally, our email address, where statements and invoices were sent, was blocked, resulting in no communication for most of the time. After restoring email access, we received a full invoice for around 18 months of service, followed by a service disconnection. Upon questioning, Telkom claimed the account was overdue. Despite our willingness to pay and numerous failed attempts to update our account details, Telkom insisted on full payment before restoring the service and refused to offer a payment plan.

I am reaching out regarding my account at [redacted]. On April 29th, the debit order could not be processed as my funds were only available on the 30th of each month as agreed. This resulted in a skipped payment for April. Subsequently, I received an SMS notifying me of a double charge of R198.00 for June, combining the amounts from April and May. Another SMS followed, indicating a total due of R304.73 scheduled for debit on July 1st. My concern lies in the fact that the debits deviated from the agreed-upon schedule, causing my account to fall into arrears. Telkom's decision to charge double for April and May, despite my June payment, has left me feeling disappointed. I have always intended to retain my Telkom services, but the recent handling of my account has made me reconsider this choice. This practice of double billing for arrears seems unfair and has led me to question the extent of customer care provided.

I believe I am being overcharged by Telkom. However, whenever I contact their call agents for assistance, they appear unwilling or lack proper training in customer service. Moreover, they have a tendency to disconnect calls abruptly. My customer number is [redacted]3. Adding to the frustration, I have received more than three conflicting SMS messages from Telkom. One message indicates a one-time fee of R430, another suggests I am required to pay for the device over 36 months, and a third message claims I owe R1700. It seems Telkom is either confused or underestimating my intelligence.

This afternoon, on the 29th of June [redacted], I visited Telkom Kolonade regarding an issue with my phone's keypad. I interacted with a staff member named Michael Gumbu, who displayed a disrespectful attitude towards me. He even suggested that I seek assistance from another source, mentioning it may be more cost-effective since I do not have insurance and my phone is still on contract. When inquiring about purchasing a screen protector, he informed me that they were unavailable and suggested I look elsewhere. This interaction escalated into a heated argument where we exchanged unpleasant words in front of other customers. I expressed my intention to cancel the contract next year, to which he responded negatively. I found the service and attitude provided by Michael unacceptable and disappointing.

Dear Sir/Madam, I recently received a death threat on 21.06.[redacted] from a number registered as [redacted] in the evening. Some context to this situation is that I authored a petition against illegal electricity connections in Lebanon and Beirut areas of Winterveldt City in Tshwane. The threat was directed at this petition, and it seems to have come from individuals involved in electricity theft who are now even stalking me near my home. Although I have reported this to the police, I am yet to receive any assistance as the suspect is claimed to be anonymous. Your help in this matter would be greatly appreciated. Sincerely, [Initials]

Hello, I have been attempting to switch my Vodacom Prepaid number to my Telkom contract SIM card since February. Unfortunately, despite my efforts, this process has not been successful. I have visited the Telkom store multiple times, but they have been unable or unwilling to assist me. The store claims that Vodacom needs to release the number, while Vodacom suggests that Telkom should request the release. When I contact Telkom over the phone, they advise me to visit the store, but I have not received help there. Can someone provide guidance on the next steps for me to resolve this issue?

I need help with my service request for Smartvoice [redacted]. I initially requested to transfer my landline number to a mobile device, but upon delivery, I was given a new number instead. After speaking with Miss N. to rectify this, I was informed the device wouldn't work with my fibre line, leading to the cancellation of the order. I placed a new order, CSN48492, on 30/6/[redacted]. Despite no progress by 6 July, Cheslyn informed me that the previous order was cancelled, and a new one, CSN49525, was created. Promises of a follow-up call were not fulfilled. When I called on 12/7/[redacted], I was told the order was cancelled and the call was abruptly ended. Speaking to N., he initially mentioned the order was cancelled but later mentioned it was pending processing. Despite requesting email confirmation, I was left unsure of the next steps. Your help in resolving this matter would be greatly appreciated.

I am experiencing issues with my home wifi. Although the router is turned on, there is no wifi connection. I have DSL installed, and I noticed that the DSL light on the router is off while the rest of the lights are on. This problem has persisted for a while now, and despite assurances from the individual I spoke to, I am still facing wifi connectivity problems. Initially, it worked fine for about two weeks, but since then it has been unreliable. I would appreciate your prompt assistance. Thank you.

I am unhappy and frustrated with Telkom for terminating our ADSL line without warning. This sudden disconnection on July 12 has caused chaos in both personal and business tasks. I am disappointed by the lack of communication and the customer service response after contacting Telkom on July 13. They failed to help us promptly or provide any follow-up. Despite following instructions to migrate our services by calling [redacted], no progress has been made a week later. The absence of fiber optic infrastructure in our area was not mentioned, nor was LTE as an alternative. I urge Telkom to act urgently, restore our ADSL services, or find an interim solution. Compensation for the inconvenience, financial losses, and potential damage to our reputation is requested. I await a quick and clear response with a plan to fix the problem promptly, emphasizing the importance of customer satisfaction and company reputation. If not addressed promptly, I will have to look into other providers that offer better customer support. Your immediate attention to this matter is expected. Thank you.

Hello, I purchased a SIM card from a local store and was informed that it was activated and did not require RICA registration. Unfortunately, the SIM card is now misplaced, and I need to perform a SIM swap. I have used the SIM card for two years and it is linked to various accounts. When I visited a Telkom store for assistance, they mentioned that the SIM card does not belong to me, and they couldn't help. I have an affidavit, five contact numbers that I frequently used, and data usage details. What other documents or information do I need to complete the process of restoring my SIM card?

Hello, I hope you're well. I've encountered some issues with Telkom WhatsApp as no one has returned my calls. I missed some payments as my husband and I share the account, finding it unreasonable to incur a R200 penalty for a debit with insufficient funds. Originally scheduled for the 17th, no money was deducted, and I requested to change the debit to the end of the month to avoid double charges. However, I'm unsure if the date was updated as intended. I've been trying to connect via WhatsApp for a week now with no response. I would appreciate any assistance regarding this matter. Thank you.

I recently transitioned to Telkom fiber through Frogfoot as a third party provider and have been experiencing issues with my internet connection. Despite the Frogfoot line being active when I check, the Telkom router is not functioning on both the 2.4G and 5.8G frequencies. I have contacted [redacted] multiple times without a resolution. Following a 45-minute call two days ago, a ticket ([redacted]3) was generated under service TIN[redacted] and closed without any action taken. I acknowledge the priority of sales over service but I am disappointed and find the call center staff ill-equipped to address the problem. Despite attempting to reset the router more than 12 times, the issue persists. I suggest sending a qualified technician to my residence or consider reversing the transaction.