13 Days Without Service – Telkom Sim Swap Blocked Despite Accounts in Order (***)

My SIM card for one of my Telkom accounts suddenly stopped working on Saturday, 08 August 2025 – showing “No SIM”. I tested it on another device, and the issue persisted. The original phone worked perfectly with other SIM cards, confirming the problem is with the Telkom SIM itself.

On Monday, 11 August 2025, I went to Telkom Menlyn (Pretoria) to do a SIM swap. The consultant could not assist because my profile showed “locked with R0.00 balance” on his screen. He advised me to contact Billing.

I then called Billing and was assisted by Dephney, who confirmed that my account was handed over but also assured me that there was nothing wrong with my account as all payments were up to date. She said she would escalate the matter, and I should wait 24–48 hours.

After 48 hours passed (13 August 2025), I followed up. This time, I spoke to Nokwazi Nkonyane, who dismissed the issue saying she saw nothing wrong and even suggested the consultant at Menlyn just didn’t want to help me. However, when I visited Telkom Sandton City, their consultant encountered the same “profile locked” issue. I again called Billing, where another consultant confirmed the problem and logged a fault for escalation (***), asking the back office to clear my profile so I could proceed with the SIM swap. Again, I was told to wait another 48 hours.

Despite monitoring the fault, no resolution came. On 20 August 2025, I called again, only to be told that the fault had been incorrectly assigned to the wrong department and was only moved to the correct department on that day – after almost 13 days without service. I was then told I must wait yet another 48 hours.

My Grievances:

Loss of Service (13+ Days): I have been left without access to my mobile number, which has negatively impacted my life, including missing job application follow-ups and the inability to resolve important personal matters.

Negligence & Incompetence: Multiple consultants gave conflicting information, delayed escalation, and failed to resolve what should be a straightforward SIM swap process.

Overpayment Ignored: My accounts are up to date, and I have even overpaid, yet I have been treated as though I am in arrears.

Emotional & Financial Impact: Being cut off for nearly two weeks has caused unnecessary stress, frustration, and potential loss of opportunities. Relief Sought: Immediate resolution of the SIM swap issue without any further delays.

Written confirmation from Telkom explaining why my profile was blocked despite being in good standing. Compensation for loss of service, inconvenience, and potential damages suffered during the 13 days without access to my number. Consumer Protection Reference: In terms of the Consumer Protection Act (Act 68 of 2008):

Section 54 guarantees the right to timely, quality service and remedies if service is not delivered as promised.

Section 55 provides the right to goods and services fit for purpose, which includes a SIM card that must work as expected.

Section 56 provides for refunds or compensation if the supplier fails to remedy the defect within a reasonable time.

Telkom has clearly failed to uphold these obligations. This matter is urgent and requires immediate intervention.

I expect Telkom to resolve this fault, restore my number, and compensate me for the 13 days (and counting) of lost service and inconvenience.