1 reviews | Active since Jul 2018
Billing Discrepancies, Service Delays and Slow Newtork Provided
I wish to formally raise my dissatisfaction with the level of service and billing irregularities experienced following the renewal of my contract.
I must state upfront that I strongly wish the level of customer service received from sales agents prior to signing contracts could be transferred to the service desk agents. Unfortunately, my experience has been that service desk agents are quick to close unresolved calls, possibly to meet performance targets, at the expense of effective customer support.
I renewed my contract without clarity on the exact renewal date, as the entire month of November 2025 was spent attempting to resolve service-related issues.
From 05 November 2025 to 20 November 2025, my SIM card was not activated, as confirmed in your email communication stating:
“Please note that your SIM is not yet activated. We kindly request that you do not attempt to RICA the SIM yourself, as Telkom will handle the RICA process directly.”
Subsequently, on 24 November 2025, I was informed that:
“Due to a system error, your billing arrangement was cancelled on the Telkom system. This has since been rectified and the order has been completed.”
While the account was later rectified, billing issues persist.
In December 2025, I was billed R478.00, which I accepted under the assumption that it represented a pro-rata amount for November together with the agreed monthly instalment of R369.00 for December 2025.
However, on 31 January 2026, my account was unexpectedly debited R738.00, which includes charges for November 2025, as reflected on the invoice.
I therefore seek clarity on the following: 1. Why was I charged for November 2025 when the SIM card was not activated and the service was unusable? 2. Why was I charged more than the agreed monthly instalment of R369.00 in December if November is now being billed separately?
Why am I expected to pay for a period marked by delayed activation and extremely slow service performance?
Given the above, I hereby request:
1. A full billing reconciliation and reversal of incorrect charges 2. Written confirmation of my actual contract renewal date 3. Guidance on cancelling this contract, including a breakdown of any applicable penalties
The efficiency demonstrated in deducting funds from my account has unfortunately not been matched by the quality of customer service received.
I look forward to your urgent response.
We understand how frustrating this experience must have been, especially given the billing delays and conflicting information.
To clarify, the SIM linked to *** was activated on 31 October 2025, with usage recorded from 1 November 2025. Billing should therefore have started in November; however, due to a service provider system issue, November charges were not processed at the correct time and were later backdated. While the timing of the charges was incorrect, the total amount billed remains accurate for the service used.
Please reach out to our Customer Services team directly should you require further clarification or assistance in this regard.
Kind Regards,
We understand how frustrating this experience must have been, especially given the billing delays and conflicting information.
To clarify, the SIM linked to *** was activated on 31 October 2025, with usage recorded from 1 November 2025. Billing should therefore have started in November; however, due to a service provider system issue, November charges were not processed at the correct time and were later backdated. While the timing of the charges was incorrect, the total amount billed remains accurate for the service used.
Please reach out to our Customer Services team directly should you require further clarification or assistance in this regard.
Kind Regards,
As per the response above, I have submitted all the supporting evidence indicating that the SIM was not activated at the end of October. This includes the relevant WhatsApp messages and records of the assistance I received from DSL while attempting to activate and establish the connection.
Now this is their response:
"Kindly note that the billing was actioned by Telkom, not DSL Telecom.We do not invoice, or debit your account. For quick resolution, I do suggest visiting a Telkom store. We do not have the ability to dispute refunds on billing with Telkom, as they request this is done by the customer directly. I can however escalate the calls for the activation fee to our management, and have this sent to you. The activation fee is specified in the Telkom terms and conditions. You can alternatively call Telkom on 081180".
As per the response above, I have submitted all the supporting evidence indicating that the SIM was not activated at the end of October. This includes the relevant WhatsApp messages and records of the assistance I received from DSL while attempting to activate and establish the connection.
Now this is their response:
"Kindly note that the billing was actioned by Telkom, not DSL Telecom.We do not invoice, or debit your account. For quick resolution, I do suggest visiting a Telkom store. We do not have the ability to dispute refunds on billing with Telkom, as they request this is done by the customer directly. I can however escalate the calls for the activation fee to our management, and have this sent to you. The activation fee is specified in the Telkom terms and conditions. You can alternatively call Telkom on 081180".