Urgent Complaint – Unauthorised Activation Fees & Poor Service
Dear Telkom Complaints Department,
I am writing to formally raise a complaint regarding my recent experience with the Black Friday Double Deal contract I upgraded to in November 2024. Unfortunately, the entire process has been riddled with errors and poor customer service, causing significant frustration and inconvenience. Below is a summary of the events
1. Incorrect Delivery I took out a Black Friday Double Deal contract, which included two phones and two pairs of earbuds. However, the devices delivered were the wrong colours. I was advised to return them and assured that the correct devices would be issued. 2. Case Closure Without Resolution Despite numerous calls where I repeatedly explained the issue, the case was closed without the correct phones being delivered. 3. Contract Cancelled Without Authorization When I followed up on January 9, 2025, I was informed that my contract had been cancelled. I did not request this cancellation, and no explanation was provided as to why or by whom it was cancelled. The agent assured me that someone would call me back within 5?24 hours, but no one contacted me. 4. Repeated Documentation and Incorrect Pricing After further follow-ups, I was told I would need to reapply for a new contract, as the original Black Friday deal was no longer available. Despite explaining that this situation was entirely due to Telkom s error, I was required to submit all my documentation again. Even after reapplying, the quoted debit amount was incorrect R597 instead of the R579 deal I originally signed up for . Only after providing a screenshot of the original deal was this rectified. 5. Unjustified Charges and Billing Errors In December 2024, my account was debited R300 despite the contract being cancelled and no devices being delivered. Additionally, my January 2025 statement reflects an outstanding balance of R3,933, which I do not understand and request to be clarified immediately. This refund was eventually returned but I had to still pay for the bank charges (R0.70) which I said must be included in the refund amount.
This entire experience has been extremely frustrating. The errors have all been on Telkom s side, yet I, the customer, have suffered through unnecessary delays, miscommunication, and additional administrative burdens. I have done everything required on my part? Multiple times? And it is unacceptable that I am left to deal with the consequences of Telkom s mistakes. Resolution Requested
Immediate clarification and correction of the billing errors, including a refund of the R300 debited in December 2024. Confirmation that my Black Friday Double Deal contract as agreed upon in November 2024 has been reinstated with the original pricing of R579. Delivery of the correct devices as per the initial contract.
I now have received my phones on the 22 January 2025, I called the sales team to inform them received phones and that I need my *** need to be ported to ***. I called and called to get progress, but no time provided by @***. I am explaining my concern that it is more than 24hours from the request to port my number. I have no airtime, no data and my contract (paying R579 monthly) is prepaid. My husband was rushed to hospital yesterday and the frustration of my number not being ported as well as no airtime or data is not ideal for a mother/wife. I would like this to be actioned ASAP as I am unable to speak to manager as agents are not allowed to transfer calls. Agents need some serious training on customer service, telephone etiquette and some soft skills. I am extremely frustrated with the ongoing issues regarding my Black Friday Double Deal contract and now the incorrect charging of activation fees. As discussed during the sales stage, I was explicitly informed that no activation fees would apply. However, despite multiple calls requesting that Telkom retrieve the recorded sales call to confirm this, my concerns have yet to be addressed.
After repeated follow-ups, I finally received a call where I was assured that the call recording would be retrieved and I would receive feedback. However, when my debit order went off and I noticed activation fees were charged, I called again—only to be told that the case had been closed because Telkom was "unable to reach me."
This is completely unacceptable for several reasons:
Telkom has all my contact details, yet no one made an effort to email me or try an alternative contact method. The consultant I spoke to was uninterested and unhelpful. The case is now being reopened, and I am told it will take another 72 hours just to be allocated—further delaying a resolution to an issue that has been ongoing since November 2024. The consultant mentioned a 075 number, which I have repeatedly told various agents that I do not know or own. This experience has been beyond frustrating, and I deeply regret upgrading my contract with Telkom. The level of inefficiency and poor customer service I have encountered makes it clear that I will be taking my business elsewhere.
I expect the following immediate actions:
Retrieve and review the sales call recording to confirm that no activation fees should have been charged. Refund the incorrectly charged activation fees without further delay. Provide a clear resolution timeline with proper communication via email or a valid contact number. I expect a response within 48 hours, as I refuse to continue dealing with this back and forth any longer.
I trust that this matter will now be handled urgently and with the seriousness it deserves. Please respond today to confirm the steps being taken to resolve this issue.