Abusive experience with CellC

On 17 May I took a contract with Cellc Sandton City. I asked the lady who was assisting me to give me a new line as I could not afford to lose my prepaid number and it benefits. She advised there wasn't a need to do so as I'd still be able to use my number as a prepaid number even with the upgrade. My husband repeated the question to her as he thought she might have missed my request but she still insisted on her response. A few days later I realized I no longer received free benefits after recharging and I immediately contacted CellC Sandton City for assistance. I asked to speak to the Manager and a Dorcas lady said she was the Manager. I'd never wish for any person to be serviced by this Dorcas lady, such a rude character to say but the least. When she finally realized she told me she had migrated me a better package which would bring my number to a full prepaid. Little did I know that she was being dishonest with me.

Later that month I recharged with a R100 which I wanted to convert to any network minutes, something I've been doing for years as a cellc customer but I denied me. I called CellC customer care and spoke to a lovely lady, Ntombi who explained to me that my contract was migrated to a data only contract which is why I could not buy free minutes. I explained to her what Sandton City had done and she was very sympathetic to me. She immediately called CellC whilst I was holding the line and spoke to Dorcas enquiring why would she migrated a prepaid number to a data Sim. Dorcas was very rude towards Ntombi and hung up...

I kept calling every second day for assistance until I was later advised by Ncebakazi Zita from Contracts department to purchase a new Sim card from which they can move the data Sim contract to that new number and give me my prepaid number back. I immediately bought the Sim and gave her all the details she required. This has never been done by Ncebakazi and she never came back with a solution despite my numerous follow up calls and emails...Since then I've spoken to a countless consultants at CellC looking for assistance which they all felt sorry for me but still nothing has been resolved to date. I've sent numerous follow up email to Ncebakazi and Lulama (her manager) but never heard from anyone.

It's the 4th of September today and CellC has failed to relsove my query of May...yet I've been a loyal customer from 2012. In these trying times in our country every person deserves peace of mind and being a CellC customer is another pandemic on it own. I can only recharge with a minimum of R100 and everytime I need to buy any network minutes I have to call CellC customer care for assistance because of my line being a data Sim...A huge inconvenience...