DSL Telecom
3.1|257 reviews
NG
Nwamatsetse G
1 reviews | Active since Member
02 Feb 2026, 10:14
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.
Helpful (0)
Replies (221)0
Replies (221)DSL Telecom 's replyOfficial
02 Feb 2026, 15:09Good Day Nwamatsetse,
We understand how frustrating this experience must have been, especially given the billing delays and conflicting information.
To clarify, the SIM linked to 075 107 7711 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 075 107 7711 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,
Best regards,
DSL Telecom 's reply02 Feb 2026, 15:09
Official
Good Day Nwamatsetse,
We understand how frustrating this experience must have been, especially given the billing delays and conflicting information.
To clarify, the SIM linked to 075 107 7711 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 075 107 7711 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,
Best regards,
NG
Nwamatsetse G's updateReviewer Update
04 Feb 2026, 13:02May someone please assist me,
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".
Therefore, I do note your response indicating that accountability is being shifted to Telkom and that I am now required to engage with Telkom directly.
I must respectfully disagree with this position. My contractual relationship and point of engagement remain with your organisation. The SIM activation process, onboarding, and initial support were handled through your channels, and I engaged with your support teams in good faith to resolve the activation issues at the time.
Any dependency or coordination required with Telkom, as a third-party service provider, should be managed internally between yourselves and Telkom. It is not reasonable to transfer this responsibility to me, nor should I be prejudiced by internal or third-party process failures.I therefore request that this matter be resolved by your organisation, including confirmation of the actual SIM activation date and correction of any billing discrepancies arising from the delayed or failed activation.
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".
Therefore, I do note your response indicating that accountability is being shifted to Telkom and that I am now required to engage with Telkom directly.
I must respectfully disagree with this position. My contractual relationship and point of engagement remain with your organisation. The SIM activation process, onboarding, and initial support were handled through your channels, and I engaged with your support teams in good faith to resolve the activation issues at the time.
Any dependency or coordination required with Telkom, as a third-party service provider, should be managed internally between yourselves and Telkom. It is not reasonable to transfer this responsibility to me, nor should I be prejudiced by internal or third-party process failures.I therefore request that this matter be resolved by your organisation, including confirmation of the actual SIM activation date and correction of any billing discrepancies arising from the delayed or failed activation.
NG
Nwamatsetse G's update04 Feb 2026, 13:02
Reviewer Update
May someone please assist me,
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".
Therefore, I do note your response indicating that accountability is being shifted to Telkom and that I am now required to engage with Telkom directly.
I must respectfully disagree with this position. My contractual relationship and point of engagement remain with your organisation. The SIM activation process, onboarding, and initial support were handled through your channels, and I engaged with your support teams in good faith to resolve the activation issues at the time.
Any dependency or coordination required with Telkom, as a third-party service provider, should be managed internally between yourselves and Telkom. It is not reasonable to transfer this responsibility to me, nor should I be prejudiced by internal or third-party process failures.I therefore request that this matter be resolved by your organisation, including confirmation of the actual SIM activation date and correction of any billing discrepancies arising from the delayed or failed activation.
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".
Therefore, I do note your response indicating that accountability is being shifted to Telkom and that I am now required to engage with Telkom directly.
I must respectfully disagree with this position. My contractual relationship and point of engagement remain with your organisation. The SIM activation process, onboarding, and initial support were handled through your channels, and I engaged with your support teams in good faith to resolve the activation issues at the time.
Any dependency or coordination required with Telkom, as a third-party service provider, should be managed internally between yourselves and Telkom. It is not reasonable to transfer this responsibility to me, nor should I be prejudiced by internal or third-party process failures.I therefore request that this matter be resolved by your organisation, including confirmation of the actual SIM activation date and correction of any billing discrepancies arising from the delayed or failed activation.
NG
Nwamatsetse G's updateReviewer Update
16 Feb 2026, 08:57An additional debit of R369.00 (inclusive) processed from my bank account on 13 February 2026. As we are still in the process of resolving the previous query, I was surprised to see another deduction processed before the agreed debit date, especially since we have not yet reached the end of the month and the monthly instalment has already been debited. As a result, my account is now reflecting as suspended due to an alleged increase in allowable credit, which appears to be incorrect given that the payment was taken earlier than the agreed period of the last day of the month. I hope credit regulators can see how customers are being treated when entering into contractual agreements. This service provider simply access our bank accounts and deduct amounts that were not agreed upon, whenever they choose to do so. One day these issues will be subject to investigations, and the concerns I am raising now will pale in comparison to the potential reputational harm and associated financial consequences.
NG
Nwamatsetse G's update16 Feb 2026, 08:57
Reviewer Update
An additional debit of R369.00 (inclusive) processed from my bank account on 13 February 2026. As we are still in the process of resolving the previous query, I was surprised to see another deduction processed before the agreed debit date, especially since we have not yet reached the end of the month and the monthly instalment has already been debited. As a result, my account is now reflecting as suspended due to an alleged increase in allowable credit, which appears to be incorrect given that the payment was taken earlier than the agreed period of the last day of the month. I hope credit regulators can see how customers are being treated when entering into contractual agreements. This service provider simply access our bank accounts and deduct amounts that were not agreed upon, whenever they choose to do so. One day these issues will be subject to investigations, and the concerns I am raising now will pale in comparison to the potential reputational harm and associated financial consequences.
NG
Nwamatsetse G's updateReviewer Update
19 Feb 2026, 12:04 Today, 19 February 2026, I received a Notice of Judgment from Telkom – DSL Telecom (a third party), indicating that I owe R1107.00. This is despite the fact that I made a payment of R738.00 on 16 February 2026. This confirms my concern that when service providers make mistakes, the customer is unfairly held at fault. My issues have not been resolved satisfactorily, yet I continue to receive judgment notices. Moreover, after making a payment.
NG
Nwamatsetse G's update19 Feb 2026, 12:04
Reviewer Update
Today, 19 February 2026, I received a Notice of Judgment from Telkom – DSL Telecom (a third party), indicating that I owe R1107.00. This is despite the fact that I made a payment of R738.00 on 16 February 2026. This confirms my concern that when service providers make mistakes, the customer is unfairly held at fault. My issues have not been resolved satisfactorily, yet I continue to receive judgment notices. Moreover, after making a payment.