Telkom Customer Service Issues

I have had no internet connection for the second month in a row. Last month, your technician "bypassed" a cleanly cut cable and was supposed to have it repaired promptly. This month, your call center keeps dropping my calls, showing no urgency for my issue. As a paying customer, I expect follow-up calls, yet none have been received. I am currently using my mobile airtime and data to contact YOUR CALL CENTER. It is imperative for Telkom to either provide a solution or reimbursement promptly. I rely on your services for my income and for homeschooling, which, without internet access, has led to a significant backlog of school work. Your call center has all my information but is making fault escalation necessary for assistance. I am stranded and extremely frustrated with the lackadaisical service, especially after 1pm. It is crucial to note that I prioritize time management in all aspects of my life. This morning, during a call, I was offered compensation for the loss of income. An urgent response is required as I cannot keep affording to call repeatedly, particularly after paying for your services. Thank you.

Good day, I am inquiring about upgrading my Telkom contract to UNCAPPED. My name is Valerie Nel, and you can reach me at [redacted] or via email at [redacted] I recently noticed my Debit Order did not go through in April. Could you please investigate this matter and provide me with an update? Additionally, I would appreciate it if you could address any unresolved issues with my account that I have been trying to resolve for years. I am eager to understand why the payment did not process and if my Telkom Contract has been upgraded as requested. It can be frustrating not to have clarity on these matters. Please get in touch with me at your earliest convenience. Thank you for your assistance. Kind regards, Valerie Nel (ID: [redacted]1)

I wanted to address the poor customer support I have been receiving regarding my account [redacted]. The biweekly bill has been fluctuating erratically from [redacted] rand up to [redacted] rand, which is unacceptable. I am frustrated with the lack of consistency and the unauthorized changes in my debit amounts. Despite numerous contacts with your call center and Hello Peter, the issue remains unresolved. The communication has been unprofessional, and I feel like the problem has not been properly addressed. I am hoping for a competent individual to contact me at [redacted] and assist in rectifying this situation promptly.

I am facing an issue as they have been overcharging me. Even though the contract was supposed to be $[redacted], I ended up paying $[redacted] to $[redacted]. I complained in March, and they assured me it was fixed, but the issue persisted. Another complaint in April led to the promise of an $87 refund, but the overbilling continues. I even deposited money on April 19 and manually paid on May 1. Now, I received an invoice that does not reflect my May 1 payment. They are also charging me $[redacted] for a debit order. I have all the necessary evidence regarding the package I originally selected and who assisted me. If they review the recordings, they will identify the person at fault. Please resolve this matter promptly, or I may consider suspending or canceling the service. I am a busy businessman and cannot tolerate these errors.

Greetings, I have observed that Telkom did not deduct the amount for this month. I would like to clarify that I am not refusing to pay as agreed upon. I am awaiting resolution of Telkom's errors related to the deducted amount. Despite numerous attempts to address this matter through phone calls with Telkom/Sandile Phuthi, there has been no action taken on Telkom's part. As a result, I am being overcharged for services I did not request or receive. I only have knowledge of one cell phone from Telkom, yet I am being billed for two additional cell phones that I did not acquire. I have included invoices as evidence of the aforementioned situation. I request that this mistake be rectified promptly so that I can fulfill my contractual obligations. I trust the above information suffices. Thank you

Greetings, I have noticed that Telkom did not deduct this month. I want to clarify that I have not failed to pay as agreed. However, Telkom needs to rectify the amount deducted. I have contacted Telkom/Sandile Phuthi numerous times by phone to resolve this issue, but Telkom has not complied. This has led to me paying extra for services I did not receive. I only have one cell phone from Telkom, yet I am being charged for two additional ones that I never got. I request that this error be corrected so I can pay according to our agreement. I trust the above information is satisfactory. Thank you.

I visited the Cresta Telkom branch on Tuesday, 4th May to do a sim swap for my elderly father. The consultant requested to authenticate my dad, but due to his slow pace, I provided his contact details for verification. After some waiting, I received the sim card, being informed it would take 72 hours to activate. Concerned about the delay, I asked about expediting the process as my father needed the phone for travel. The consultant mentioned bringing him in for fingerprinting, which I later did, but she denied making that suggestion upon return. The manager acknowledged the mistake but offered no solution. Today, 6th May, I contacted Telkom regarding the inactive sim, only to discover it was never processed and supposedly canceled on the 4th. I am frustrated by the lack of response from the Cresta store when attempting to resolve the issue.

Hello, I am still awaiting a resolution to my issue. Last Wednesday, on the 5th of May, I visited the Telkom kiosk in City View, Durban to apply for the R999 ×24 months contract for an iPhone 12 128GB. I showed the agent a picture of the deal on my phone and in the catalogue. The application was successful, and I was asked to come back on Friday, the 7th of May, to collect the phone. However, I was surprised when the agent returned with an iPhone 12 mini instead of the one I requested. I clearly explained my choice, yet I was told I had signed a contract for the mini. This is inaccurate as I specifically asked for the iPhone 12 128GB deal. Despite the agent claiming the issue was being resolved, a ticket ([redacted]3) remains untouched since it was logged. I feel disrespected, especially as the agent mentioned taking back an R18,[redacted] phone. This situation has caused me anxiety, and I hope for a prompt resolution. Best regards, NM [redacted]

Hello, It has been over seven working days, and I have not received any communication from Telkom regarding my email address transfer request from [redacted] to my new ISP. Instead of assisting me with the porting process, my ISP service, including my email, was canceled last night without my consent. Despite numerous attempts, I have been unable to reach a helpful representative via the [redacted] or [redacted] numbers. The lack of proper customer service is the reason customers like me are disheartened. I urgently require assistance from a competent person who can help me retain my email address. I expect a response within 48 working hours, which is six business days or more than a week. Regards, Gordon H.

Good Afternoon Team at Mondo, I hope all is well. I am lodging a formal complaint regarding the double deduction from my bank account. Upon reviewing the attached statement, it appears that there are inconsistencies in how my account is being deducted. If this matter is not addressed and resolved within two working days, I will escalate it to the National Credit Union, Regulator, Companies and Intellectual Property Commission (CIPC), and the National Consumers Commission (NCC). I will also inform the Ombudsman for the Telecommunications Industry. I believe Mondo is not adhering to the agreed deduction amount of R155 and instead deducting R310, which is unacceptable. Failure to reach a resolution will result in further actions. If I do not receive a response within the specified time frame, I will proceed with reporting the issue to the mentioned regulatory bodies. I will also inform the TELKOM complaints line about the negative impact on their reputation due to the service level agreement with Mondo. Please reach out to me at [redacted] if you wish to discuss this matter further. Regards, Hilda

Ref no [redacted]77 requested by Ms MC Nkabiti (IID [redacted] [redacted]) I recently had fibre optic installed at my residence for a Winter Special rate of R499.00 per month and set up a debit order for payment on the 15th of each month. 1. The debit order is currently being processed at the end of the month instead of the 15th, which I originally requested. Please adjust the deduction date accordingly. 2. I am unsure about additional charges included in my bill beyond the agreed R499 flat rate. I was not informed about these charges initially and did not consent to them. I expect clarity on these unexpected fees before being held accountable for them. My understanding was a monthly payment of R500. 3. I kindly ask for a representative to contact me to discuss and resolve this matter. Meanwhile, I urge for the reversal of the unapproved charges as they were not part of the initial agreement when I signed up for the service.

In late [redacted], Telkom informed us about the inability to provide telephonic service due to "cable theft". We promptly requested the cancellation of all our lines, including the fax, via email. Despite this, we never received any communication from Telkom nor any statement. Recently, Debtin has been contacting me aggressively, claiming an outstanding amount of around R5,[redacted]. After finally receiving a statement from them, I noticed unwarranted charges for multiple lines with no actual usage. I have repeatedly reached out to Debtin with evidence of terminating my Telkom contract, yet every interaction features different individuals who are rude and harassing. I want to emphasize that I do not owe this money, but Debtin continues to harass me. If the situation persists, I may have to involve my attorneys, a step I hope to avoid. Any help in resolving this would be highly appreciated.

I switched to the special promotional R399 fiber-to-home deal on March 23, [redacted], which was supposed to include voip services. However, my May bill does not reflect the agreed-upon R399 price, causing me concern. I only made the switch to save money, as I expected to only pay for calls with my existing Telkom wireless phone. Despite reaching out to the sales and billing department 20 times, I have received no resolution. The lack of communication within Telkom is leading to customer dissatisfaction. I urge you to address this billing discrepancy promptly as I cannot afford the current charges. Best regards, Susan G. Account: B[redacted]33 Contact: Tel [redacted]

I have been a Telkom customer for many years with account number [redacted]07. Currently, I have a landline and LTE service. Vumatel Fibre is now available and I am interested in having this service installed. Once the fibre is set up, I would like to discontinue the LTE service while keeping the landline. I understand the cancellation policy requires a 22-day notice. When I visited the call center, they couldn't proceed without bank details for a debit order. However, I prefer to be invoiced on my account and make monthly EFT payments. If Telkom cannot accommodate this request, I may need to consider another service provider.

I am experiencing a lack of internet coverage in Kanyamazane, Mpumalanga for the past two weeks. In this time, I have been unable to communicate with my loved ones and my data bundles are about to expire unused. Contacting Telkom has been unhelpful as the phone is either not answered or doesn't even ring. This is not the first time we have gone without service for days. I was previously advised to adjust settings, but it did not resolve the issue. I suspect Telkom knows about the problem in their infrastructure, causing the sudden loss of signal. Please assist in restoring reliable internet coverage promptly. Kind regards, Peter

Subject: Double Billing Issue and Account Adjustment Request I am writing to address a concerning matter about my account [redacted]. I was shocked to discover that I have been double-billed for a service I did not request or need. I only require one FreeMe Bundle as I use one phone ([redacted]) solely for calls and a tablet for data sharing from the same SIM. I do not use data on my phone, only airtime. This unexpected addition of extra services without my consent feels like theft to me. Moreover, despite my attempts in-store at Menlyn and online, my requests for a hybrid account with the ability to put airtime for client communication have been disregarded. This mismanagement of my account and lack of proper communication from your end has caused me considerable frustration and wasted time. If this issue is not promptly resolved, I will have no choice but to consider terminating all services with your company and seek an alternative provider. Please address this situation urgently to avoid further escalation.

Hello, my name is Cornelius Johannes Coetzee. I have a contract with Telkom and purchased a computer and cellphone from your company. On February 14th, my wife's cellphone, which had a Telkom sim card, was stolen. The thieves used the phone for games, resulting in charges of approximately R7800 within a day. We reported the theft, stopped the sim card, and immediately halted the unauthorized debits of over R7000 made by Telkom. We provided a written affidavit to Telkom and involved the police in this matter. Despite these actions taken four months ago, the issue remains unresolved. We continue to pay R1000 monthly for a service we are not receiving. After numerous hours on the phone with your representatives, receiving multiple case numbers, the unresolved charges of R7000 plus additional monthly charges of R4477.60 are unacceptable. If this matter is not resolved by the end of this month, we will return the equipment and cancel the contract. We demand a prompt resolution to this escalating problem.

Hello, I wanted to share my experience with The Bridge Telkom store in Port Elizabeth, South Africa. I made a booking for my P40 Midnight cellphone on February 10th. Unfortunately, there was an error with the customer details provided during the booking process, resulting in the wrong phone being booked in. I have two contracts with them, so it took me a month to realize the mistake. In April, I spoke to the Manager, who assured me she would handle the issue, but I only received an official SMS confirmation from the repair store on May 10th. When I contacted the Manager for an update on my phone, her response was rude and sarcastic, which I found completely unacceptable. I have been a loyal customer, paying my bills on time for months, but I feel undervalued and disrespected in this situation. I inquired about compensation or the possibility of getting a different phone, but my concerns were dismissed.

Ticket number: [redacted]1 Telephone: [redacted] Mobile: [redacted] Last Saturday, I reported a fault regarding my landline and ADSL services working intermittently and was provided with the above ticket number. Shortly after, I received a reassuring SMS confirming the service had been restored. Unfortunately, the connection only lasted for about half an hour before reverting to intermittent status. The issue persists. Following the instructions received, I texted "YES" as instructed to express my dissatisfaction, and I can confirm the message was successfully sent. I would appreciate an update on the current status of this matter. Thank you, Roxana Earle

Telekom has charged me R306.88 for an unnecessary call-out fee on June 5, [redacted], referencing Account No.[redacted]41, Invoice No.A[redacted]30, Statement: KG Roelofsz, Service/No. [redacted]. I spoke with three Telkom consultants, Thandeka on May 30, Nomfundo on May 31, and Athandile on June 2. I explained my internet issues where the Set-up Wizard 10.0.0.2 got stuck on the Test PPOE Connection Step 3 stating the router (D-Link) did not have the Default Account configured. After following their instructions over the phone, it was determined that the modem was faulty. Technicians Elton and Edward came later and confirmed the fault, leading to the purchase of a new modem from Telkom Knysna. I request a reversal of the charge as I believe it was unnecessary due to the initial technician not testing the modem, causing unnecessary inconvenience and expenses.