Telkom Customer Service Issues

My contract ends in December, and I followed the instructions to cancel online a month in advance. Despite this, I received an SMS showing a different end date. I increased my data limit, being assured this wouldn't impact the cancellation in December. Now, I'm concerned about a false arrears billing message. I've attempted to reach out via phone without success due to a full mailbox. How can I receive accurate information and assistance? I wish to switch to internet fiber, as it seems like a better and more affordable option than what Telkom provides. Please contact me at [redacted] or via email at [redacted] or [redacted]

Hello, I am in need of urgent activation of my internet service. Currently, my service is on copper, but I am in the process of switching to Fibre with the Telkom Sales consultant. Due to some technical issues, there is a delay in finalizing my order. Unfortunately, my internet has been down since the weekend, affecting my ability to work from home effectively. I am unable to report this issue through [redacted] as they no longer support Copper Internet queries. I kindly request for my internet to be activated while I wait for the Fibre installation, which may take around 10 days. This delay is concerning for me as I cannot afford to be without internet for that long, especially since I will be billed for a full month of service in November despite not fully utilizing it. My ADSL D Link line number is [redacted], and you can reach me at [redacted]. As a loyal Telkom customer, I humbly ask for your assistance as this situation could significantly impact my job. Thank you. Sincerely, Rudaiba L.

Hello, I placed an order, but it's been over a week since I received any updates. I'm unsure if my application was successful, as calling customer service has not provided me with any useful information. Can someone please contact me as soon as possible? I'm frustrated with the lack of communication regarding the status of my order. Thank you, Dean Pieters [redacted]

I am facing a recurring problem with my accounts regarding a debit order return fee of R [redacted].70 being added to my monthly invoices. Despite my efforts to reach out to Telkom's Accounts Department multiple times, the debit order wasn't canceled even after my account was closed. The unexpected nature of this has led to repeated debits of R202.70, listed as Subscriptions and Once Off charges on invoices. Although I am not in arrears, my services have been threatened with suspension due to these penalties. Recently updating my banking details won't prevent another R202.70 charge on each account due to Telkom's 30-day system delay. We have been consistently making payments through EFT or card, not seeing why we are now faced with penalties. I seek assistance in resolving this issue promptly as my account is once again blocked.

I recently discovered that I have been inadvertently paying for both fiber and DSL services since May [redacted], despite being informed that the DSL service would be disconnected upon connecting the fiber. While I believed the DSL contract had expired, it appears it is still active on my account. This issue arose when I reported my landline and internet were not working, only to find out my line was disconnected due to this oversight. I have tried to explain the situation to Telkom representatives each time they've contacted me about my account being in arrears, but I have not received a satisfactory response. I recently received an invoice for R356.45 due by November 26, [redacted], adding to my confusion. Given that I urgently need my fiber service reinstated for work and my daughter's studies, I kindly request Telkom to rectify this situation promptly. Thank you.

Subject: Complaint About Samsung F20FE Order Dear [Branch Name], I am reaching out to express my dissatisfaction with my recent order for a Samsung F20FE placed through your Canal Walk branch. Despite being informed that the phone was in transit from another branch, I have now been notified that there is no stock available, not even at the head office. This lack of communication has left me in the dark about when I can expect to receive the item, which I urgently need as a gift. I find it unacceptable that your company is advertising products that are not readily available, causing inconvenience to customers like myself. I kindly request clarification on this matter along with a definite timeframe for when the Samsung F20FE will be back in stock. Your prompt attention to this issue would be greatly appreciated. Sincerely, Carmen

Hello, I need assistance canceling my father's landline online. After attaching the required documents, I received a call stating the documents were not attached. I sent them to [redacted] and received confirmation to call [redacted], selecting option 4, which does not exist. I attempted to reach an agent through options 1 and 2 without success. The account number to cancel is [redacted]52. How should I proceed to complete the cancellation process?

I am writing to raise a complaint regarding the unprofessional handling of my optic fiber installation (order no. [redacted]-A). Communication with Telkom and Openserve began on September 16, [redacted]. Despite multiple calls and technician visits, the work only started yesterday, November 26. The technician arrived two hours late, lacked proper identification, and was casually dressed. He unexpectedly left at 3:00 pm, leaving tools behind and promising to return today. It is now 7:00 pm, and there has been no further contact. While friendly, the technician's conduct does not align with the professionalism expected from Telkom representatives. I look forward to your prompt attention to this matter. Regards, Erhart K. Tel. [redacted] / [redacted]

I have been consistently overcharged by R1500 monthly for the past five months. Despite calling in regularly to dispute these charges, the Accounts department has not been helpful in resolving the issue. Each time, they only remove the overcharge for that particular month without addressing the ongoing problem. It is frustrating to spend time and airtime trying to correct an easily fixable issue. Accounts seems unwilling to do anything beyond answering the phone and passing me off to other departments. Despite being redirected, every department states that Accounts is responsible for fixing the problem. I have had a previous dispute with Telkom overcharges in the past, which lasted 12 months. I am now fed up and want to cancel my line.

Subject: Urgent Attention Required Regarding Account Migration and Unresolved Charges I am writing to address the ongoing issue concerning the migration and cancellation of my account number [redacted]81, as previously discussed with Nompumelelo Mlotshwa. Despite assurances that this matter would be resolved, it has not been actioned, and I continue to incur charges for two services. Despite my previous email on 23/09/[redacted] to '[redacted]', I have not received a response or seen any progress towards resolving the situation. The unauthorized deduction of R1 [redacted].70 on 25/11/[redacted] has caused financial strain, particularly after canceling the debit orders in question. I am requesting the following immediate actions: 1. Confirmation of receipt of this email 2. Issuance of a Complaint Reference Number 3. Documentation proving the cancellation of debit orders for account numbers [redacted]88 and [redacted]65 4. Evidence of account closure and credit for account number [redacted]81 5. Prompt refund of the incorrect deduction, not a mere credit Failure to address these concerns promptly will result in a formal complaint to ICASA and potential legal action against Telkom. Your urgent attention to this matter is greatly appreciated.

Hello there, I have sent proof as requested that we have a credit balance. You mentioned that everything was corrected, but we have now received a bill for R854.77. We should actually be in credit. Please see attached latest bill. Can you confirm if a stop order was initiated? Please let me know. Dear Telkom Customer, Your account [redacted]54 shows a balance of R854.77 due on 29-10-[redacted]. Kindly visit the Telkom website for immediate payment processing. New users must register before making a payment. Disregard if already paid. Thank you. Good morning, I am awaiting a response to my email for planning purposes. Can I expect a reply from Telkom as a concerned client? W. Rademeyer Dear Cherlaine, I have been sending proof of payment since August, this is the fifth time, and no one has addressed this issue. Please respond as I am in urgent need of assistance. Thank you, W. Rademeyer Received a new Telkom bill without any corrections and have not received a reply to my last letter. Kindly assist in rectifying this matter. Willie Rademeyer No feedback from Telkom yet. Waiting patiently. I have no idea where I stand. Please provide a proper response if possible. Willie Rademeyer

Subject: Unfortunate Experience with Telkom Dear Customer Service, I am writing to express my disappointment regarding my landline number, [redacted]. Despite clearing my arrears in August and even having a credit balance of 4 cents, I have faced numerous order cancellations, inability to reinstate my fixed line, and wasted approximately R1000 in airtime. The service I received from your billing department was unprofessional and lacked knowledge. I urge you to address this issue promptly as I am at my wit's end. If this matter is not resolved immediately, I will have no choice but to escalate it first to the regional customer care manager, and if necessary, to the CEO of Telkom. If needed, I will even take the matter to ICASA. Please assist me in resolving this matter as soon as possible. Sincerely, [Initials]

I recently requested to transfer my phone line and adsl service to a new address. The scheduled appointment on November 26th was missed, and after calling I was asked to wait until Monday. Unfortunately, the appointment on Monday the 30th was also missed. After rescheduling for December 1st, the technician did not show up again. I have now moved out, and the lack of access to these services is causing significant issues. As a loyal customer for 14 years, I am frustrated by the repeated delays. The appointment was booked over a month in advance, and I simply want the services transferred as soon as possible.

I have reported an intermittent fault in the phone cable for the new "fiber" landline with a sim card to Telkom. The customer service agent "Rejoice" instructed me to bring the phone to a Telkom office for repair. I am surprised that Telkom does not offer on-site technical support for these new setups. The unique phone socket size restricts me from replacing the cable with an older unit. This phone has caused more issues in two years than my previous one did in twenty years. I am deeply disappointed in the product and service provided. - Antoinette Karshagen Contact Phone: [redacted] (08:00 to 16:00) On behalf of Silvia Karshagen Address: 5 Theunis Road, Greenfields, East London Service Number: [redacted]

Regarding our line [redacted] at Yun-su Trading CC, we have been experiencing numerous issues with the installed equipment. Making a call requires about 5 attempts as we receive messages stating the number doesn't exist, and sometimes there is no connection at all. After being told by your technical team to use an antenna to boost signals, our technician informed us that the Telkom equipment isn't designed to support an antenna. It appears there may have been a programming error. We were advised to get a compatible router, which your technical team has promised to arrange (REF 68CRZ021221). This situation is seriously impacting our business operations, forcing us to rely heavily on cellphones for calls. We urgently need this matter resolved, as our faith in your services is diminishing. Your prompt assistance is appreciated. Julia...

I used account no [redacted]58 to pay my bill through the Telkom App with my bank card. It has been over 24 hours, and I have spoken to more than 6 agents who have been unable to help me. Each time I call, they put me on hold for more than 20 minutes and just say they will escalate my issue. The payment is still showing as unconfirmed since yesterday. Please, resolve this and lift the suspension on my account. This situation is making it impossible for us to work properly!

Hello, my name is Patrick Adams. Currently, I have three contracts with Telkom totaling R472. However, I have noticed a significant increase in the billing amount. Last month's statement showed R2077.84, and this month's statement is R2550.60, which is double what I usually pay. I am concerned about this sudden change in the billing. I am willing to provide both statements for further assistance before making any payment. Thank you for your help. - Overcharged Customer Patrick Adams

Subject: Urgent Business Line Faults - Action Needed I have been experiencing ongoing issues with my two business lines since approximately 10/11/[redacted]. Despite receiving SMS notifications stating the faults have been resolved, they remain unresolved. The first line, [redacted] (ADSL line) with references 68CNK161121 and 55CNK111121, has left me without phone or internet connectivity. The second line, [redacted] with reference 73CNZ111121, has also been down for a month now. The lack of communication or feedback from Telkom has been frustrating, and the constant need to make expensive calls without a resolution is impacting our business operations negatively. Please treat this matter with urgency and address these faults promptly to restore our services. Thank you, Chris [redacted] [redacted]

Hello, I would like to transfer my Telkom Fibre to the home package to a new location. I am moving from Farrarmere to Lakefield Extension 21 in the Benoni area. Additionally, I wish to report a speed issue with my 100mb/s fibre connection as it has been consistently capping at 20mb/s. I have evidence to support this and would appreciate if a technician could be sent promptly to install my fibre line at my new address. Thank you and kind regards.

I previously had an old ADSL contract which expired but continued on a month-to-month basis. In March [redacted], I signed up for a 24-month uncapped 25/25 mbps fibre contract which was installed in June [redacted] and has been working excellently. Unfortunately, I have been facing issues where I am still being charged for the old ADSL and my new fibre contract was mistakenly cancelled when I tried to resolve the billing issue at a Telkom shop in Nelspruit/Mbombela. Despite visiting various Telkom complaint lines and spending over R [redacted] on cellphone costs trying to resolve this, my internet is still not reactivated since the cancellation mistake. I have received monthly bills for a service I am not receiving, leading me to feel frustrated. I hope that the service provider can reactivate my internet address promptly and resolve this issue.