Telkom Customer Service Issues

On February 23, [redacted], at 09:21, I tried to buy 20GB of top-up data for my Telkom Internet account. The transaction amount was R99.87. After entering my credit card information, my bank sent a One Time Password (OTP) which I input into the online order form. Despite my bank confirming the payment via SMS to Telkom Internet ADSL in Pretoria, my Internet account wasn't credited with the data purchased. This issue has happened twice before, most recently in December [redacted]. When I contacted Telkom at [redacted] regarding the December problem, they couldn't find any transaction records, leading me to lose the money previously paid. My Internet account number is [redacted], and my landline number associated with the service is [redacted]. My name is J.E. Greeff. I hope for your assistance. Thank you.

I have been using the same number for over 3 years. Unfortunately, my 6-year-old daughter was assaulted by a teacher, and as a result, I am working with the human rights commission. Various parties related to this case contact me on this number, including for job applications. I recently discovered that my husband had purchased this sim card a few years ago. My phone was stolen after a car accident, and now I cannot retrieve my number, despite offering to provide an affidavit. I am disappointed by the response from telkom's customer care—you cannot recover the number. I believe it is unfair that these sim cards are sold on the streets, causing such distress. Selling them should be considered a criminal act. I am reaching out to telkom for assistance in resolving this situation, which has had a significant impact on me and my daughter’s case. Regards, Wend Thandeka

I recently canceled my Telkom services and received an email stating that my application is under review at the cancellation center. The reference number provided is [redacted]. A Telkom representative will contact me within 3 business days for confirmation. I've attempted to check the status on the self-service portal without success. It has been 6 days without service, and I'm unable to get fiber until the process is complete. Urgent attention is requested. Regards, Vic vd Merwe

I am writing to request the cancellation of the subscription for our church, Nederduitsch Hervormde Kerk in Sabie, as we no longer require the landline and internet services. The account number associated with this subscription is [redacted]01, and the telephone number is [redacted]. Being a public place of worship, we are unsure who initially applied for these services years ago, as both pastors and worshippers change over time. I have submitted a Request for Contract and Service Cancellation to [redacted] Thank you.

On March 1, [redacted], I reached out to Telkom after learning that the copper line service in my area ([redacted]) would be discontinued by the end of March. I spoke with Thulane and selected the R309 per month package, with the understanding that the device would be delivered. To my surprise, the next day my landline was no longer working. I am unsure if the service has already been disconnected or if there is another issue affecting it. Having my landline is crucial for my business needs.

Hello, I hope all is well. My account number is [redacted]75, and I have a fiber internet connection with Telkom. In December [redacted], I spoke to your representative and requested to switch my contract to a month-to-month basis with payment upon invoice receipt. Recently, I received an invoice that included an additional fee for a rejected debit order. I was surprised by this charge since I always pay my bill manually well before the month ends. When I inquired about this fee, the representative's response was unwelcoming. This issue has been ongoing since December [redacted], causing me significant frustration. I hope we can resolve this matter promptly. Thank you.

Telkom has attempted to withdraw funds from my bank account before my salary is deposited. The signal on my SIM card is unreliable, and updates are being installed at night despite being turned off. SITA reviewed the SIM card program. I have canceled the account, but there are now unexpected charges. I am willing to pay for the devices. As a Liability Officer in Parliament, if the billing issue is not resolved satisfactorily, I will escalate the matter to the Portfolio Committee for investigation. Regards, Deon O. [redacted]0

Hello, I need help with my landline issue that started after a hailstorm on December 5th, [redacted]. I reported the problem, and a technician named Wiseman came to look at it. He mentioned the need to move our telephone line from copper to fiber but didn't follow through. I contacted Telkom on January 19th, then again on February 9th and 10th, and on March 2nd without any resolution. I provided reference numbers [redacted], [redacted], and [redacted] during my calls. Despite assurances from operators like Phiwe, nothing has been done yet. My phone number is [redacted]. What can be done to address this issue promptly?

The Telkom wireless phone we received doesn't work well due to a weak signal in our home. After a month of frustration, we decided to cancel our account. When I went to the Telkom shop to cancel, they couldn't take back the phone or refund the R900 charge because it was sent by courier. They advised us to call [redacted] to organize a refund and collection.

During load shedding, my fiber optic internet goes out despite having a UPS with a 4-hour capacity installed and tested by professionals. The issue seems to be on Telkom's end. Despite contacting them multiple times over the past few months, I have not received useful assistance. Each time I leave my number, someone calls back, but the line cuts off, and they fail to follow up. I'm incredibly frustrated with Telkom's service and require a technician to visit my location to diagnose the problem.

Hello, I recently reviewed my credit score and noticed that my account with Telkom is in default. I am confused because I only used their WiFi service for a month before I contacted the provider to cancel due to slow speed. I am upset that my name is affected by this default status. Can you please help me understand how this happened and advise me on how to resolve the issue and remove it from my record? Thank you for your assistance.

I placed an order approximately 2 weeks ago. I accepted the debicheck mandate, but I have not received any feedback yet. I contacted the customer service number and was informed that the item I ordered is no longer in stock. It is frustrating that I had to initiate contact to find this out, rather than being informed proactively. The representative I spoke to today suggested I cancel the order, and when I asked for assistance from the back office, I was denied. Now I am left with an approved debit order for an item I will not receive. This lack of communication and customer service is truly disappointing.

Subject: Urgent Assistance Needed with Telkom LTE Service Issues I am sincerely hoping to reach the correct department to finally resolve a persistent problem I have been facing. Back in November [redacted], my ADSL line and landline were disconnected due to stolen cables. After reporting the issue, I was left without a resolution from Telkom. Subsequently, I agreed to a Telkom salesperson's offer for a 24-month LTE contract at around R579 to R599 per month. Despite receiving the router and SIM card in December, setting up the service took until the end of the month after countless frustrating calls to agents who delayed the process with various excuses. Since then, I have faced ongoing issues with my billing, including being charged for the router that was supposed to be included for free in my contract and being overcharged monthly. I have requested refunds for these discrepancies and the days without service in December. Despite lodging multiple complaints and disputes every month, the problems persist, leading to service suspensions. I urgently need assistance to rectify the billing errors, receive copies of my contract, and ensure my service is promptly restored. As a mother of a student in matric and a small business owner reliant on internet access, this situation is causing significant disruption and stress. I have provided my contact details and address for reference. I kindly request immediate action to address these issues and appreciate your prompt attention to this matter. Thank you in advance for your help. Best Regards, Dalene Woest

I recently received an email stating my services would be suspended due to nonpayment. I am confused as to why this occurred since you should have automatically debited the amount. Last month, I had inquired about the billing dates. However, you attempted to debit on the wrong date, resulting in insufficient funds and additional penalty fees. I clearly communicated that on the 5th of April, there would be sufficient funds without the penalty fee. Despite this, you failed to debit on the 5th of March, when there were funds available. I am disappointed with the recent service and seek a prompt explanation. Your urgent attention to this matter would be greatly appreciated.

I signed up for a Telkom Fibre package for R658 for unlimited data. I have noticed that my bills have been higher than agreed for the past 6 months. When I first inquired in December [redacted], I was told the overbilling would be corrected. Telkom explained that they upgraded my package without informing me. Despite their apology, when I called again, they said the original package no longer exists. I requested to receive communication via email but never received it. I insist that my billing reflects the contract I agreed to originally.

Hello, I would like to address an issue with my account. I visited your Wonderpark store in January (contract number [redacted]9) to update my debit order account. I provided the new details and made payments for my January installment at Pick n Pay. Surprisingly, there was no debit in February, and I ended up paying an additional $[redacted] at Pick n Pay. Now, I have received a notification stating that I owe $[redacted], which is confusing to me. I kindly request the reversal of this $[redacted] charge. When I visited the store in January to change my debit order, the staff member assisting me failed to update the information with accounts, despite me providing my bank letter. I believe it is unjust for me to cover this amount. I appreciate your assistance in resolving this matter.

I wish to cancel my ADSL Internet service as I am aware it will be discontinued by March 31, [redacted]. I would like to continue using my landline until the service is fully discontinued. I have already spoken to Ms. Anu, and the reference number is [redacted]A. My landline number is [redacted]. Despite receiving emails about broadband internet, I no longer need internet service as I have switched to a different provider that has installed fiber, which I am satisfied with. Kindly review this request.

I visited your Telkom shop at Lansdowne Corner in Ottery. I came across a deal that caught my eye, but unfortunately, my income was too low to qualify for it. The deal required earnings of at least R5,[redacted] to sign up for R199 per month with 80 anytime and 80 nighttime minutes. I wonder if there are any special deals available for pensioners like me who also need data. This particular deal would be perfect for me and many others in the same situation. I have been paying the same amount for 2 years for 60 gigs, but I recently stopped it, thinking I would switch. Now I am feeling stuck.

Dear Customer Service, I hope you are well. I am consistently being charged an unpaid debit order fee each month by Telkom, and unfortunately, no one at customer care has been able to assist me with this issue. I make my payments courteously between the 25th and the 26th every month, well before the month's end. However, the automated debit order system sometimes offsets a payment with an unpaid debit order, regardless of my timely payments. I prefer to pay via EFT, and I believe I should have the right to do so as long as I am timely and courteous with my payments. I was informed that I cannot cancel the debit order facility due to system restrictions. Previously, I encountered a similar problem where I was wrongly charged R200 per month for unpaid debits, and my account was eventually adjusted by Telkom. I have evidence of this adjustment. If my unpaid debits over the past year are not addressed promptly, I will be seeking assistance from Consumer Rights SA. I have already reached out to them and provided the necessary information regarding Telkom's unethical behavior. When contacting customer care, I feel belittled and struggle to communicate my concerns effectively. I trust that you can assist me in resolving this matter. Thank you. Best regards, Mrs. Munsami (ID: [redacted]82)

I recently recharged my account with R21 and had an outstanding emergency top-up of R10.40. After repaying the outstanding amount, my balance was R11.49. However, an hour later, I received a notification stating my balance is now less than R5. I did not make any calls or send any messages, so it is unclear why my balance is decreasing without usage. This has happened before and I would like this issue investigated as I expect to receive the airtime I have purchased. It is frustrating to see R7 deducted without explanation or valid reason. I request clarification on this matter as it has occurred multiple times, and I seek a resolution to avoid future discrepancies.