TELKOM Complaint

Good day,

Your email arrived as I was contemplating writing to the CEO of Telkom Mr. S. Taukobong. My problem stems from a R2520.94 refund due to me. Due to moving to a retirement facility, I cancelled my Telkom fibre line effective 31.01.2025. When I called to enquire when I would receive the refund, I was told by the billing division that this will be processed after the final invoice.

I received the final billing invoice on 18.04.2025. I then contacted the billing department on 10210 and spoke to a Mr Motlak who told me to submit certain documents, which I did on 24.04.2025, but received no acknowledgment. On the 7th May I submitted another enquiry and Mr Motlak rep**** via email as follows:

“The refund is still within the turnaround time, because it take 48 hours to be assigned to an Agent and 7 to 14 working days for the refund to be processed.”

On 20.05.2025 I again emailed Mr Motlak stating that although I sent him the required documents on 23.04.2025, apart from receiving a further invoice from Telkom reflecting the credit, the money had not been refunded. I asked him to look into the matter and to telephone me with an explanation. He rep**** that my “case” was closed due to “numerous attempts” to call and SMS me, had gone unanswered. I received no such communication from them, so, either a lie or incompetence.

I emailed him to telephone me with and explanation in order to understand what the problem might be and was informed that he could not make outbound calls and if I wanted an explanation to call 10210. Which I did and spoke to a different Agent, Miss Nconcop, who asked me to resend all the documentation, which I did, but to date I received no further communication from them.

Can you be of assistance? Or where do I go from here? The Small Claims Court? All the original emails are available.

I look forward to your response.