Very Poor Customer service!!

On Saturday 9th November 2024 at 6.05am I purchased CellC data bundle via ABSA mobile App. I reserved a purchased confirmation SMS from ABSA, but my cellphone account was not credited with data. I then called CellC customer care to enquire around 8am, after being passed through several call center agents who seemed to have no clue of what was happening, one even questioned me if I really purchased the data coz she was not able to pick-up the transaction on her computer (User issue/ incompetency), I was able to speak to one lady who managed to pick up that there was an issue between ABSA and CellC crediting systems (bank to approve funds to CellC and allow data to be credited to the customer). She asked for my patience and advised that technicians were working on the issue. I followed up later on the day, around 4pm, still no data credited, they asked for my patience again...day passed.

Sunday10th, I called them again. same thing, being passed through to several call center agents, all this time I have to start from scratch and narrate my issue again but at the end NO help, only "WE ARE SORRY" this carried on until Monday 11th November.

After demanding to speak to a team leader, a gentleman by the name of Khotso in JHB CellC call center branch attended my issue and promised to assist, a sweet talker, good command of English language. He told me about systems issues again (Between ABSA/CellC), apparently ABSA had submitted a spreadsheet for ABSA Clients that had purchased data/airtime online for CellC to credit them, but ABSA requested clients to also contact ABSA to log a call before they can credit the customer. he promised to call me to follow up, he never did...

Same day Monday, I called ABSA customer service. After holding the line for more than 20min, I narrate my story again, I'm being passed to complains department, again to another department. finally one lady managed to register a complain for investigation, time: 9am.

Tuesday12th November, I follow up with ABSA using REF number that was given,20 more min holding the line. Call center agent picks-up, she does not seem to know what is happening. she refers me to complains department. I ask for her empathy not to leave me hanging, I ask her to contact the department that deals with resolving issues and quote my REF, she finally agrees, I hold the line again 15more minutes. She comes back on the line and tells me my complain has just been assigned to a technician for investigation 6min ago (call was initially logged 11th Nov before 9am). she doesn't know the timeline, she can't promised me anything. She ask for my patience...

All these call center agents (CellC/ABSA) sound like they are reading the same script when dealing with customers, it's like they are programmed like robots. they are not willing to go an extra mile and take the initiative to assist...they hide by transferring the call to the next department, even if it's the wrong department.

Yoh!! What a journey of torture I've endured from these two partners in the last 4days!! 💔😡....

I'm still yet to receive my data bundle..