10 weeks and still waiting for a contract at Cell C Tygervalley

<p>Tygervalley Cell C Contract bad experience</p> <p> </p> <p>1 st letter to Cell C Customer services</p> <p>4 June 2016 </p> <p> </p> <p>I app**** for a Cell C contract 8 weeks ago and the experience let me with a very sour taste. Herewith a brief summary of the events the past 8 weeks:</p> <p>For the record: I Joined Cell C via Nahua Mobile in Feb 2014 (Cell phone number ********** )</p> <p>11 April 2016 – App**** for a contract for an IPhone6 and handed in all the documents as requested to Donavan at Cell C Tygervalley. After 2 weeks (+- 25 April) Donavan phoned me and said they do have an IPhone 6 and it should take another 48 hours for the completion of the process. They will keep me updated.</p> <p>I received no news from the shop for 2 weeks and went to the shop again (+- 9 May). Donavan told me he tried to contact me on my cell phone and via e-mail (I must mention I use my cell phone and email on a daily basis and cannot remember getting a call neither could I trace an email from Cell C). Donavan said the delay is because they do not have “consent form”. I asked him why haven’t they hand me a consent form when I app**** for the phone. I then signed the consent form.</p> <p>When I made contact with Donavan again (+- 23 May) after another 2 weeks has past without any news he said they need ‘other’ bank statements. Apparently they cannot approve the Investec Bank Statements because the account name is in my wife’s name and not in the business name (although she signed a letter confirming that the amount may be debited from her Investec account. This was handed in with the contract application).</p> <p>I then had to go to the bank again to get stamped bank statements in the business name. After I provided these statements Donavan phoned me a day or two afterwards (30 May) and said the contract have been approved but my phone (I phone6) is not available anymore. He offered IPhones6S that will cost +- R7500 more over a period 24 months.</p> <p>I then told him this is unacceptable to me because of the events described in this letter. I asked him to escalate this to the regional manager and also asked what his name is (I think he said the regional manager’s name is Stephan).</p> <p>I still (4 June) have not received any feedback from Donavan or Stephan. I do not want to give bad publicity to Cell C but hope this matter receive the urgent attention that it deserves.</p> <p>Regards</p> <p>Andries Venter BComm(UP) MComm(US)</p> <p> </p> <p>2 nd letter to Cell C Customer services</p> <p>20 June 2016</p> <p> </p> <p>Two weeks have passed since my last letter on 4 June 2016 to Cell C Customer services. A brief summary of the main events the past 2 weeks are as follows.</p> <p>6 June: Donavan phoned and said they have got hold of an Iphone6.</p> <p>7 June: He confirms that Cell C will still do the contract for the April price and that the whole process should be completed in 24 hours.</p> <p>8 June: Cell C request portage from GloCell to Cell C (sms received 12:24).</p> <p>9 June: The portage does not take place and Cell C ask me to contact GloCel directly.</p> <p>13 June: GloCell informs me that they need a written “Termination of Subscriber form” - which I send to them.</p> <p>15 June: Receive the following email from GloCell which I forward to Cell C.</p> <p>“From: Nditsheni Muravha<br /> Sent: 15 June 2016 16:33<br /> To: Randall Daniels<br /> Cc: Owen Yende<br /> Subject: FW: ********** 8293 prepaid migration</p> <p> Hi</p> <p>Please note that we do not do immediate termination, alternatively customer can port the number by going to desired network provider and request for porting</p> <p>Regards</p> <p>Nditsheni “</p> <p>20 June 09:10: Phone Clinton from Cell C Tygervalley for an update – no feedback.</p> <p>20 June 16:00: Phone Wayde from Cell C Tygervalley for an update. He said he will get back to me.</p> <p>20 June 16:30: Wayde phoned and mentioned that that they have escalate the request in the morning and are waiting for feedback. I told him the situation is unacceptable as nobody seems to take responsibility. I also mentioned that the process has been going on for ten weeks and that I am going on holiday this weekend.</p> <p>Notes: As I mentioned before this is just a brief summary – I probably made 15 calls just the past two weeks to resolve this issue.</p> <p>During the last couple of weeks I have asked on more than one occasion for this problem to be escalated to the regional manager of Cell C, Stephan Gunter. He has not made contact yet.</p> <p>I still also have not received any written or telephonic feedback from Cell C customer services about my letter on the 4 June.</p> <p>This transfer should be a simple process. To move this forward I have no choice but to publish this letter to various social and newspaper forums.</p> <p>This is my 10th cell phone contract in the last two decades and this application with Cell C proves to be by far the most difficult.</p> <p>Regards</p> <p>Andries Venter BComm(UP) MComm(US)</p>