Telkom Customer Service Issues

After my business reopened in mid-May following the lockdown, I received a call from Telkom about an unpaid bill. I requested to pay on June 1st, which I did. However, my line is still suspended. I have tried calling Telkom multiple times with no answer and even sent them an email, but I have received no response. It's frustrating that despite making the payment, my line remains inactive. Telkom's customer service is extremely disappointing.

I am extremely disappointed with Telkom's service. We have been trying to resolve an issue for over a week now. Six weeks ago, we applied for uncapped wifi at our house on Hebeave 40 in Rustenburg. Telkom did not communicate with us to inform us that our area is not suitable for uncapped wifi, despite our neighbors having it. Telkom cancelled our application and our current wifi service, which we've been using for three years. We were informed by a Telkom technician that our wifi was disconnected due to a contractual issue. This has caused us a lot of money as we are now without internet. Please address this matter promptly as it is Telkom's error. If you need further details, you can reach me at [redacted].

I am currently facing financial difficulties due to the lockdown and missed a payment on my R198 contract with Telkom. Despite contacting the call centre on 21 April and emailing [redacted], I did not receive a response. Subsequently, I was charged R396 on 29 April, R400.70 on 30 May, R202 on 30 June, and today R398 has been debited. I am struggling to maintain a stable income during this time. The additional charges are causing my bank account to go into a negative balance, incurring extra bank fees. I kindly request the waiver of the R202 charges as I have been unable to reach customer service to explain my situation. Amid the COVID-19 crisis, cancelling my Telkom contract seems to be the most suitable course of action due to the ongoing payment issues. Encountering difficulties reaching your customer service representatives further exacerbates the situation. I urge Telkom to address this matter promptly and cancel my contract as requested.

Subject: Issue with Relocation of Fibre Line I am Loandi Haasbroek, with ID: [redacted] [redacted], reachable at [redacted] or [redacted] for an alternative contact. My email is [redacted] I recently relocated from 13 Myrdal Street to 3 Ireland Low Street in Valhalla. The technician from OpenServe, whose name is Tokelo (contact: [redacted]), connected the fibre line to the new address but did not complete the installation inside the house. There seems to be an issue with the system displaying the wrong address (18 instead of 3) causing a delay in the completion of the job. I have encountered difficulties trying to resolve this matter through customer service. The responses I received varied, with one representative suggesting I cancel the existing line and reapply for a new Telkom fibre line, which seems unnecessary considering my history as a long-time Telkom client. As we require the internet for school-related tasks while certain grades are still unable to attend school in person, prompt assistance with this matter would be greatly appreciated. Thank you for your attention to this issue. Best regards Loandi Haasbroek

When we first signed up for Telkom Dial Up Internet Service, we were provided with separate email addresses for my husband and me. My husband's email address, [redacted], is currently included in the cost of our adsl line, while I pay for my email address, [redacted], separately each month. As we are planning to cancel our landline and ADSL with Telkom, we are concerned about losing access to these email addresses. I want to ensure that we can retain both email accounts even after we cancel our services. Please be aware that my husband previously authorized me to handle all matters related to our Telkom services. Thank you for your assistance. Best regards, Jackie Schutte

I have been facing ongoing issues trying to modify and cancel my contract with Telkom. Despite numerous attempts to resolve the matter and receive a refund for the past eight months, I have not received adequate assistance or follow-up. The lack of accountability from the Customer Service, Accounts, and Sales Departments is disappointing. I have contacted various departments for months without any resolution. Specific agents like Amanda Zuma and Ref: Phulla Villakazi have informed me of actions that were not followed through, leading to further frustration. I have not received the promised callbacks or emails regarding my refund request. It is concerning that there seems to be a lack of senior-level involvement in resolving critical customer concerns, as indicated by agents avoiding taking responsibility. I am seeking a refund for the paid installments from November [redacted] to June [redacted], as per the agreed contract modifications that were not implemented. The total amount owed to me is R5720.

Hello. My fiancé purchased a Mecer laptop and a Huawei Router with a 10GB (5GB night/5GB day) data package for the R349pm promotion online. However, we received an ADSL Router and a SIM card instead. I have attempted to contact various numbers for assistance to no avail. Kindly coordinate the collection of the incorrect items and deliver the correct items as per our order. If not resolved promptly, I will cancel the contract and instruct my bank to halt any payments until this matter is resolved. Feel free to reach out to me at [redacted]. Sincerely, Jinny.

I had a dongle and SIM contract with Telkom. I noticed I was overcharged for the past 2-3 months for a package costing R139, using my spend limit during the lockdown. After logging a complaint, my contract expired but I kept receiving bills until this month. Today, I spoke with Rulani Constance Ndlovu, a billing specialist from Telkom, who explained that a charge of R10 is applied for transferring R10 of the spend limit to another number, which seemed unreasonable to me. When I expressed my frustration, she became defensive and raised her voice, failing to address my concerns. I requested to speak with her manager immediately but was only given a non-functional contact number, [redacted]. Despite emailing a manager named Taufeeq Safodien and being promised a case number, the issue remains unresolved. I seek a thorough investigation by a competent individual to rectify the bills and refund any excessive charges deducted from my account.

On 6th March, I cancelled our telephone line at [redacted] along with our fiber service. I was informed the cancellation was processed, scheduled for closure on 16 April with reference number [redacted]6. On the said date, our fiber connection was deactivated, inconvenient due to delayed service provider connection amid covid-19, leaving us without internet. Nevertheless, Telkom persistently sends bills alleging the fiber line was not cancelled. Despite multiple calls to [redacted] being disconnected midway, emails, and Facebook messages to Telkom yielding no resolution, even after threatening to report to ICASA. Following this complaint, I intend to escalate to ICASA. Furthermore, a similar issue arose in [redacted] when Telkom failed to terminate ADSL billing post upgrading to Fiber. We demand a full refund for the 4-year overcharge from 29 October until April [redacted].

I paid my levy at the beginning of June. However, I was short of R19.78, so I used a prepaid voucher of 2x R100 on June 2, [redacted]. Two days later, I realized the deduction was for the levy, as notifications are not sent. On July 2, I recharged my phone with 2x R100 without an issue. The R19 and some cents were only deducted on August 5. Subsequently, I recharged with R200 on August 5 and again, no deduction of R20 occurred. On August 13, [redacted], my sim card was blocked due to the outstanding R118. I have been trying to resolve this issue for weeks to no avail. Your assistance in resolving this matter would be greatly appreciated.

On September 21, [redacted], my brother, Mr. George Swart, received a new Samsung phone from Telkom in February this year. He provided his Medical Aid card with his ID number and photo as he didn't have his ID at the time and was informed it was sufficient. Unfortunately, the phone stopped working shortly after. Telkom mentioned they couldn't register the phone due to the lack of his ID. Despite his monthly payments, Mr. Swart, who is 80 years old and unable to visit Home Affairs, is unable to use the phone. If Telkom can't resolve this issue, I request a refund of the payments made since acquiring the phone. Mrs. E.A. Wolson

Subject: Cancellation of Contracts: [redacted]&[redacted] Hello, I hope this email finds you well. I would like to bring to your attention that my contract ended in December [redacted], and I have not been using the two sim cards associated with it. Despite this, deductions have been made from my account. I am requesting the cancellation of my contract with you and a refund for the deductions made in the recent months. I had previously reached out in April regarding this matter, but no one responded. My contract officially concluded in December [redacted], yet deductions were still being taken until September [redacted]. It is important for me to receive a refund for the period between April and September [redacted]. I did not receive any communication in December [redacted] to confirm if I wanted to continue the contract, and I find this process unfair. In September, a consultant contacted me about new sim cards, which added to the confusion. I kindly request that my contract be canceled as of April [redacted], and the deducted amounts be refunded promptly. Thank you for looking into this matter. Sincerely, Maurice Baatjies

I live in Lynnwood Glen, Pretoria, and am worried about potentially damaging the Telkom fibre optic line that runs along my property's boundary while pruning tree branches. I want to be proactive in avoiding any disruptions to internet service for my neighbors who are working from home. There are loops of fibre at the poles on my property that can be lowered to prevent damage to the cable during pruning. Can I schedule a Telkom technician to lower the cable before I proceed with the tree pruning to ensure everything is done safely? Any assistance or referral to a subcontractor would be appreciated.

Good morning, I am requesting the immediate cancellation of a contract that was renewed without my consent for ID No [redacted][redacted], Frederick Jacob Ford, residing at Plot 87, Groenfontein, Vaalwater, [redacted]. The contract expired in August, and I did not authorize its renewal. Please do not deduct any money from my bank account. You can reach me at [redacted] or [redacted]. I have not used the data provided. Failure to cancel this contract will result in further action, including escalating this matter publicly. Please respond promptly to this email as phone lines are unreachable. Thank you.

I recently received an invoice for October from Telkom, although I no longer have their service. I switched to MWEB for fiber in mid-September, so my Telkom landline number was ported over at that time. However, I haven't set up the VOIP phone with Telkom yet. MWEB claims they canceled my Telkom landline, but I still received an October invoice. Can you ensure that it's been canceled? As my pay as you go cell phone doesn't allow me to call Telkom without running out of credit, I would appreciate it if you could reach out to me or provide an email address for further communication. I would prefer speaking with a person to resolve this issue as soon as possible.

I received an invoice for October and November, where I was also charged an incorrect amount for upgrading my package. During my conversation with the representative, I was informed that the upgrade would cost R199, however, I was billed R1600 instead. I would appreciate receiving monthly invoices rather than a combined one for two months. I have no intention of paying the overcharged amount as it does not align with what was communicated by the representative. I kindly request assistance in resolving this issue promptly.

Subject: Telkom Mobile WiFi Device Issue - Account #[redacted] Good day, I was offered the FreeMe 500MB TopUp Deal for R109.00 per month and SmartInternet Top-Up 1GB Deal for R60.00 per month back in February [redacted]. I received the device on 13/02/[redacted] but it didn't work. I canceled the deal, and Telkom acknowledged the return of the device collected by the courier. Despite cancelation, Telkom continued to deduct the monthly amount. Mitchell from the Mountain Mill Telkom shop explained that the lack of a nearby Telkom tower in Robertson was causing the issue. After multiple visits to the Telkom shop, promises were made to reverse the charges, but the deducted amount of R169.00 persisted. The issue escalated when a fraudulent attempt was made to activate a debit order of R999.00 on my account. This led to the closure of the account. While the Telkom debit orders stopped in March [redacted], the promised funds refund is still pending. I have been a loyal Telkom customer for 11 years, but the service provided in this case has been extremely disappointing. I urge Telkom to resolve this matter promptly to avoid legal action. Regards, Elsie E.

Our cables were stolen between the week of 10 to 17 February in Lambton, Germiston. We were informed it would take 6 weeks to restore, but due to the urgent need to prepare assessments for companies, we had to find an alternative. We decided to switch to Mweb for a LTE connection, which arrived promptly the next day in Cape Town. After sending it to Germiston, it was installed on Friday, 24/2/[redacted]. Upon installation, we contacted Telkom to cancel the [redacted] line (Adsl and fax line) under R. Oosthuizen and M. van Jaarsveld's names. However, we are still being charged for this line till now, even though it's already October. We kindly request for the disconnection of the line and crediting of our account. Please contact us at [redacted]. Thank you.

I have a Telkom line and use the "fiber" service. My phone number is [redacted]. I am experiencing an issue with sending emails from my iPhone via Vodacom. After replying to emails starting from Monday, October 12th, I am unable to send the replies. I receive an error message stating "Cannot Send Mail - The server rejected one of the recipient's addresses. The message has been placed in your Outbox." The recipient email addresses are correct. The message stays in the Outbox until I can reply from my desktop. My iPhone settings have not been altered. The Incoming mail server is connected to Port [redacted]. There are two Outgoing mail servers, SMTP smtp.saix.net and smtp.dsl.telkomsa.net, both using Server Port [redacted]. My mobile number is [redacted]. I would appreciate assistance in resolving this issue.

I am reaching out regarding my mother's Telkom account, under number [redacted]75. I hold power of attorney for my 98-year-old mother, Nora S. Nora resides at Caister Lodge, which transitioned to a different phone service last year. Despite this, Telkom has continued to bill her monthly at R150.31 under the guise of maintaining her Telkom email address. It's crucial to note that Nora uses a Gmail address and has no need for the Telkom one. Residing in the USA has made handling this situation inconvenient for me. Initially, Andre B., the deputy manager at Caister, helped resolve this matter. In March, he assured me that all erroneous charges were reversed, resulting in her account displaying a credit balance of R1,[redacted].82. However, in April, Telkom once again billed her R150.31, deducting it from the credit balance. Despite assurances from Andre that the account was closed, subsequent deductions have persisted. I attempted contact via email with Thabile at [redacted] last month but received no response. I am eager to have this issue rectified promptly. The credit balance must be refunded to my mother's bank account, and the Telkom account should be definitively closed. I anticipate a swift resolution from Telkom. Sincerely, Anne T. (power of attorney for Nora S.)