Telkom Mobile Billing FAQ

[Missy G]

I wanna know the estimation of my contract cancelation fee, I'm left with 9 months. how do I do that because I'm sick and tired of this contract and the bad service I have received from Telkom consultants since last year September. This has proved to me how little Telkom cares about its customers. I'm currently paying for data that I cannot use since both my simcards are suspended and somehow no one can undo the suspension on them. My account has been up to date since the day I entered into this contract, I encountered a problem with fraud on my account early September 2017 and since then it has been endless calls, and back and forth emails without any results. I took the matter to ICASA and only did I get a lousy feedback. I'm still paying my account for nothing. I wouldn't recommend Telkom to even my worst enemy.

 

[Missy G]

I'm tired of my contract with Telkom, I just want to know the estimation of the cancelation fee. I'm left with 9 months with a monthly fee of R158 pm. Make it quick because I feel that I have endured enough emotional and financial trauma from Telkom and its clueless incompetent consultants.

 

[bobdihi]

True. Telkom is nothing but bunch of thieves. Deeply gatvol with them.

 

[ViciousClone]

Anyone know how the cancellation works and what fee is applied ?

Want to get the cash ready, don't want my lg g5 anymore. Mate 10 or S9

 

[PamelaW]

it is two weeks now that i have been double debited, i have been speaking to several consultants , one even put the phone down in my face , i was told that the money was refunded into my account and it would take 3 working days, then 48 hours and now 10 working days, i was now told that the cash was credited into my 8ta account and that they debited off the credit for this month already and i signed for a debit order for the 31st, i am busy with the newspapers now to make all people aware of the bad service so that no other person should have this bad experience as i did,

What is an 8ta account please?

 

[PamelaW]

True. Telkom is nothing but bunch of thieves. Deeply gatvol with them.

A CANCELLATION fee? For what? This is a never ending nightmare!

 

[diapason]

What is an 8ta account please?

8ta was the original name of Telkom Mobile,

 

[PamelaW]

8ta was the original name of Telkom Mobile,

Thank you!

 

[rinorobert]

@TelkomZA

How can I change my debit order details from my Nedbank account to my FNB account.

Please can you assist me in the process that needs to be followed.

 

[irBosOtter]

I took a R99 a month contract out a few months ago, 10Gb. Never used up all 10Gb in a month, just a backup sim.

First month, R99, second month, R289, 3rd month, R399... and Telkom still can't tell me why they are billing me crazy amounts for nothing....
Sim not even in a router for the past 2 months, not that they said it was data usage, portal does show 0 usage

 

[PamelaW]

True. Telkom is nothing but bunch of thieves. Deeply gatvol with them.

 

[Kabeljou]

1. First invoice pro-rata explanation

Determine the daily amount of a monthly charge being prorated by dividing it by the number of days in the month the service is applied for. The resulting number is the daily amount.

Example:
Based on a 30 day bill cycle and a monthly recurring charge of R300, the daily amount is R10 (R300/30 days = R10). Determine the number of pro-rated days. The monthly service charges begin the day service is activated.
Example: Application date = 20th day of a cycle which means there are 10 pro-rated days. Multiply the daily amount by the number of days being pro-rated. This gives you the total pro-rated amount.
i.e. R10 x 10 days = R100.

Your first subscription will then show as R400 as you will be paying for the previous month’s pro-rated subscription (R100) as well as the current month’s subscription (R300).

What is pro-rated?

• Subscription Fees
• CLIP/CLIR
• Free minutes
• Free SMSes

What is not pro-rated?

• Itemised Billing

2. Overdue account manual payments and payment allocations

Steps using the bank approved beneficiaries list on internet banking:

1. Select Company,
2. Select Telkom,
3. Add the Beneficiary Statement Description as: 8ta 19 digit number from the back of the invoice.

EFT (internet banking) or direct bank deposit details:

• Name of the bank: Absa
• Account number: 4076155598
• Branch code: 632005
• Beneficiary Statement Description: 8ta 19 digit number from the back of the invoice

Proof of payment should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> Proof Of Payment
• An 8ta/Telkom store

Proof of payment must be accompanied by the following information:

• Name and surname
• ID/Passport number
• Alternate contact number
• Email address
• 8ta mobile number
• 8ta account number being paid

3. Change of billing address or bill Format (email or post)

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Letter must be accompanied by the following information:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 387
• Email: [email protected] with subject line: MyBB <username> Change of bill format/address
• An 8ta/Telkom store

4. Debit order date change (15th, 20th, 25th or last working day of the month):

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Letter must be accompanied by the following information:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 387
• Email: [email protected] with subject line: MyBB <username> Debit order date change
• An 8ta/Telkom store
• Calling 081 180 with verbal authentication checks and ID/passport verification (free call from your 8ta number)

5. Debit order disputes and refund requests

Documentation required:

• Copy of Bank Account holder’s ID/passport
• Stamped bank statement reflecting 8ta debit order amount and debit order reference

Additional information required:

• 8ta account number
• Name and surname
• Alternate contact number
• Email address
• Summary of complaint
• Current/previous 8ta reference number(s)

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> Debit order dispute/refund request
• Visit an 8ta/Telkom store with the above information

6. Contract cancellations (cancellation fees and Ts & Cs apply)

Documentation required:

• Letter with summary of cancellation reason(s) required including account holder’s signature
• Copy of Account holder’s ID/passport

Additional information required:

• Name and surname
• Alternate contact number
• Email address
• 8ta number to be cancelled
• 8ta Account Number

Send above information to:

• Email: [email protected] with subject line: MyBB <username> cancellation request
• An 8ta/Telkom store

7. Itemized billing activation (R17.00 per month)/deactivation request

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Additional information required:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> itemized billing
• Visit an 8ta/Telkom store with the above information
• Calling 081 180 with verbal authentication checks and ID/passport verification (free call from your 8ta number)

8. Credit limit increase/decrease application (credit vetting will be done again)

Documentation required:

• Letter with summary of change required including account holder’s signature
• Copy of the 8ta account holder’s ID/Passport

Additional information required in the letter:

• Name and surname
• Alternate contact number
• Email address
• Credit limit amount request
• 8ta Account Number
• 8ta Number

This information should be provided to:

• Fax number: 088 012 311 3872
• E-mail: [email protected] with subject line: MyBB <username> credit limit
• Visit an 8ta/Telkom store with the above information

9. Contract upgrade/downgrade migration application (credit vetting will be done)

*Note:
*You will not qualify for a new handset/voucher
*You will only qualify for the new upgraded/downgraded contract airtime benefits once the migration is approved.


Documentation required:

• Letter with summary of change required including account holder’s signature
• Copy of the 8ta account holder’s ID/Passport

Additional information required in the letter:

• Name and surname
• Alternate contact number
• Email address
• Migration application from which contract to which contract
• 8ta account number
• 8ta number

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> contract migration
• Visit an 8ta/Telkom store with the above information

Kabeljou during May 2019 I ordered 30 gig of data with a router from Telkom for R249.The router was delivered after 2 weeks I experienced data problems. I took to the router to the Telkom office in Newcastle and they discovered that Telkom had given me a wrong contract instead of a 30 gig they had awarded me a 10 gig contract.A new contract was issued and the 10 gig contract was cancelled by a lady named Esme.This is where my nightmare started they have been debiting me for two routers from May 2019 till October 2019 to the amount of R498.00 In August I received an account for R998.00 a fraudulent an amount for R500.00 had been debited from my account. In November I received an account for R1010 an amount of R810 had been deducted for a penalty contract fee.I find this very unfair as Telkom had awarded me the wrong contract in May 2029.I have contacted Telkom via phone as well as e mails in order to get this 10 gig contract cancelled. I eventually wrote a letter to Icasa which managed to have the 10 gig contract cancelled. On the 6 November Telkom reimbursed me with R488.32 case number 30251243.They also sent me an sms on 6 November stating that case number 30832220 had been resolved which is utter rubbish. I haven't heard from Telkom since they owe an additional R1100 for debiting my account from May 2019 to October 2019 for the 10 gig data contract.They owe me R500.00 for the fraudulent amount which was deducted in August 2019 and an activation fee of R210.00 for a 10 gig activation fee. I trust this pathetic client service will receive your immediate attention and I will reimbursed asap.

 

[Kabeljou]

Kabeljou during May 2019 I ordered 30 gig of data with a router from Telkom for R249.The router was delivered after 2 weeks I experienced data problems. I took to the router to the Telkom office in Newcastle and they discovered that Telkom had given me a wrong contract instead of a 30 gig they had awarded me a 10 gig contract.A new contract was issued and the 10 gig contract was cancelled by a lady named Esme.This is where my nightmare started they have been debiting me for two routers from May 2019 till October 2019 to the amount of R498.00 In August I received an account for R998.00 a fraudulent an amount for R500.00 had been debited from my account. In November I received an account for R1010 an amount of R810 had been deducted for a penalty contract fee.I find this very unfair as Telkom had awarded me the wrong contract in May 2029.I have contacted Telkom via phone as well as e mails in order to get this 10 gig contract cancelled. I eventually wrote a letter to Icasa which managed to have the 10 gig contract cancelled. On the 6 November Telkom reimbursed me with R488.32 case number 30251243.They also sent me an sms on 6 November stating that case number 30832220 had been resolved which is utter rubbish. I haven't heard from Telkom since they owe an additional R1100 for debiting my account from May 2019 to October 2019 for the 10 gig data contract.They owe me R500.00 for the fraudulent amount which was deducted in August 2019 and an activation fee of R210.00 for a 10 gig activation fee. I trust this pathetic client service will receive your immediate attention and I will reimbursed asap.

 

[Totempole]

The key word here is "Contract". Anything that ties you down for more than 1 month's cancellation notice should be avoided if possible.

6-12 months, proceed with extreme caution.

18-24 months, avoid like the plague.

The other key word is Telkom.

 

[Kabeljou]

Kabeljou during May 2019 I ordered 30 gig of data with a router from Telkom for R249.The router was delivered after 2 weeks I experienced data problems. I took to the router to the Telkom office in Newcastle and they discovered that Telkom had given me a wrong contract instead of a 30 gig they had awarded me a 10 gig contract.A new contract was issued and the 10 gig contract was cancelled by a lady named Esme.This is where my nightmare started they have been debiting me for two routers from May 2019 till October 2019 to the amount of R498.00 In August I received an account for R998.00 a fraudulent an amount for R500.00 had been debited from my account. In November I received an account for R1010 an amount of R810 had been deducted for a penalty contract fee.I find this very unfair as Telkom had awarded me the wrong contract in May 2029.I have contacted Telkom via phone as well as e mails in order to get this 10 gig contract cancelled. I eventually wrote a letter to Icasa which managed to have the 10 gig contract cancelled. On the 6 November Telkom reimbursed me with R488.32 case number 30251243.They also sent me an sms on 6 November stating that case number 30832220 had been resolved which is utter rubbish. I haven't heard from Telkom since they owe an additional R1100 for debiting my account from May 2019 to October 2019 for the 10 gig data contract.They owe me R500.00 for the fraudulent amount which was deducted in August 2019 and an activation fee of R210.00 for a 10 gig activation fee. I trust this pathetic client service will receive your immediate attention and I will reimbursed asap.

The key word here is "Contract". Anything that ties you down for more than 1 month's cancellation notice should be avoided if possible.

6-12 months, proceed with extreme caution.

18-24 months, avoid like the plague.

The other key word is Telkom.

I can assure you once my 24 month contract has expired Telkom will never see me again.In the mean time I have sent e mails to Telkom's CEO the minister as well as deputy minister of post and telecommunications concerning Telkom's appauling client service.

 

[Yazbekistan]

So a trend of complaints on Facebook have been emerging this past month of double billings from Telkom, with Telkom not resolving anyone's issue - this at a time of financial pressure...

For some, it seems that Telkom debited their accounts twice.

For myself, after making a manual payment on the 8 April upon emailed instructions by Telkom after my debit order failed, Telkom again debited from my account on 15 April. When querying, I'm told that there was no payment to my account on 8 April. After sending payment proofs and bank statements, I get silence from Telkom, with them continuing to bill my account as normal - even adding a little extra to the bill for good measure.

Here are screenshots from Facebook showing others with the same problem, as well as the point at which communication from Telkom stops:

 

[Nausheens1]

Hi I urgently need assistance please
I have had a telkom prepaid line for 18 years... And suddenly the line is now closed without proper communication.

Please advise as to what are the chances of me getting the line and number back?

I do not want a new line or number... I would like the same one back.

 

[Nausheens1]

I can assure you once my 24 month contract has expired Telkom will never see me again.In the mean time I have sent e mails to Telkom's CEO the minister as well as deputy minister of post and telecommunications concerning Telkom's appauling client service.

Did this help???

 

[Joy vuma]

1. First invoice pro-rata explanation

Determine the daily amount of a monthly charge being prorated by dividing it by the number of days in the month the service is applied for. The resulting number is the daily amount.

Example:
Based on a 30 day bill cycle and a monthly recurring charge of R300, the daily amount is R10 (R300/30 days = R10). Determine the number of pro-rated days. The monthly service charges begin the day service is activated.
Example: Application date = 20th day of a cycle which means there are 10 pro-rated days. Multiply the daily amount by the number of days being pro-rated. This gives you the total pro-rated amount.
i.e. R10 x 10 days = R100.

Your first subscription will then show as R400 as you will be paying for the previous month’s pro-rated subscription (R100) as well as the current month’s subscription (R300).

What is pro-rated?

• Subscription Fees
• CLIP/CLIR
• Free minutes
• Free SMSes

What is not pro-rated?

• Itemised Billing

2. Overdue account manual payments and payment allocations

Steps using the bank approved beneficiaries list on internet banking:

1. Select Company,
2. Select Telkom,
3. Add the Beneficiary Statement Description as: 8ta 19 digit number from the back of the invoice.

EFT (internet banking) or direct bank deposit details:

• Name of the bank: Absa
• Account number: 4076155598
• Branch code: 632005
• Beneficiary Statement Description: 8ta 19 digit number from the back of the invoice

Proof of payment should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> Proof Of Payment
• An 8ta/Telkom store

Proof of payment must be accompanied by the following information:

• Name and surname
• ID/Passport number
• Alternate contact number
• Email address
• 8ta mobile number
• 8ta account number being paid

3. Change of billing address or bill Format (email or post)

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Letter must be accompanied by the following information:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 387
• Email: [email protected] with subject line: MyBB <username> Change of bill format/address
• An 8ta/Telkom store

4. Debit order date change (15th, 20th, 25th or last working day of the month):

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Letter must be accompanied by the following information:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 387
• Email: [email protected] with subject line: MyBB <username> Debit order date change
• An 8ta/Telkom store
• Calling 081 180 with verbal authentication checks and ID/passport verification (free call from your 8ta number)

5. Debit order disputes and refund requests

Documentation required:

• Copy of Bank Account holder’s ID/passport
• Stamped bank statement reflecting 8ta debit order amount and debit order reference

Additional information required:

• 8ta account number
• Name and surname
• Alternate contact number
• Email address
• Summary of complaint
• Current/previous 8ta reference number(s)

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> Debit order dispute/refund request
• Visit an 8ta/Telkom store with the above information

6. Contract cancellations (cancellation fees and Ts & Cs apply)

Documentation required:

• Letter with summary of cancellation reason(s) required including account holder’s signature
• Copy of Account holder’s ID/passport

Additional information required:

• Name and surname
• Alternate contact number
• Email address
• 8ta number to be cancelled
• 8ta Account Number

Send above information to:

• Email: [email protected] with subject line: MyBB <username> cancellation request
• An 8ta/Telkom store

7. Itemized billing activation (R17.00 per month)/deactivation request

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Additional information required:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> itemized billing
• Visit an 8ta/Telkom store with the above information
• Calling 081 180 with verbal authentication checks and ID/passport verification (free call from your 8ta number)

8. Credit limit increase/decrease application (credit vetting will be done again)

Documentation required:

• Letter with summary of change required including account holder’s signature
• Copy of the 8ta account holder’s ID/Passport

Additional information required in the letter:

• Name and surname
• Alternate contact number
• Email address
• Credit limit amount request
• 8ta Account Number
• 8ta Number

This information should be provided to:

• Fax number: 088 012 311 3872
• E-mail: [email protected] with subject line: MyBB <username> credit limit
• Visit an 8ta/Telkom store with the above information

9. Contract upgrade/downgrade migration application (credit vetting will be done)

*Note:
*You will not qualify for a new handset/voucher
*You will only qualify for the new upgraded/downgraded contract airtime benefits once the migration is approved.


Documentation required:

• Letter with summary of change required including account holder’s signature
• Copy of the 8ta account holder’s ID/Passport

Additional information required in the letter:

• Name and surname
• Alternate contact number
• Email address
• Migration application from which contract to which contract
• 8ta account number
• 8ta number

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> contract migration
• Visit an 8ta/Telkom store with the above information

Good day I have been calling Telkom from October regarding the billing on the cancelled contract , they billed me NOVEMBER r and December , I called in for refund on the 21OF DEC and I spoke to Delisile which she promised that she will communicate with me regarding the refund and she even send the confirmation of the cancellation, she didn't call to provide feedback she said it sent to the manager but no response they keep billing me, I spoke to Pulane after speaking to Delisile she escalated but still billed again and penalized for reversing the debit since they didn't refund me. I called in today which is the 01/05/2020 spoke to Fikile requesting the paid up letter and cancellation letters she said i will get feedback before 12 but still it’s now 4:15 no call. I call again I spoke to a programmed consultant Princess WHO WILL TELL ME ABOUT THE PROCESS OF TELKOM THOUGH SHE SEE THAT THIS IS NOT MY FIRST CALL and it’s not assistance . she said its escalated to Granny and this granny is not contacting nor doing anything about the billing. my risk profile is ruined , my credit risk is ruined all because of the contract that i never missed any premiums until the agreed time. please rectify and please train Princess that it’s not a problem to sometimes forget the book cause she sound like a robot , sometimes you must try to think on ways to assist if the process that YOU follow don't assist your customers. Herrison Malonga PLEASE CHECK IF YOU TEAMLEADERS DO CONTACT CLIENT CAUSE SINCE OCTOBER HAVING THE SAME QUERY WHICH ALL CONSULTANT THAT I SPOKE TO CONFIRM THAT I SUPPOSE NOT TO BE DEBITED AND WILL GET REFUND BUT no HELP. I wanted to upgrade and a consultant from sales team promise to call and never called. so it seems like its Telkom values to avoid client and you never prioritize your client. I no longer want the upgrade. I ported my number from Vodacom to Telkom and this kind of service makes me think that I took a wrong decision I will never advise a person to take a contract with Telkom

 

[ama-zing]

Okay, I have a question, my contract expired, I went in to a branch and requested that the service be migrated to a pay as you go or terminated. I saw the message on the monitor and it acknowledged what I requested. Why then do I have to wait 2 months according to the sms I got later? The contract expired. If I had upgraded the billing would have updated immediately?