RS
Rodney S
1 reviews | Active since Jul 2023
24 Jul 2023, 17:49
ABYSMAL CUSTOMER SERVICE AND ACCOUNT DISPUTE NOT RESPONDED TO
Data Bundle contract expired Aug'22 yet Cell C automatically extended agreement while increasing R99 p/m deal and charged R215 from Sept'22. Despite numerous efforts to dispute this via Customer Service email contact, only received automated response that someone will contact me within 24 hrs but no one ever does. Account has now been handed over for collection 9 months later as have gotten nowhere with my dispute. Again was never notified of this until call received from collection agent yesterday !!!! No communication of both increased Tariff rate, contract extension, handover of account and NO authorisation approval from me to extend contract when it expired last year. Abysmal customer service and Code of Conduct followed as per their service contracts.
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Replies (3)RS
Rodney S's updateReviewer Update
25 Jul 2023, 08:55Unfortunately apology not good enough at this point as this has dragged on for over 8 months and only now getting Cell C response.
I was not contacted to agree to renewal or extension of contract agreement on expiry 27/08/22. Why was this necessary when the initial deal expired in Aug'20 but was deemed not necessary 2 years later when renewal agreement expired ?? Due to pricing structure change increasing from R99 to R215 Point 5.2 of T&C's requires Service supplier to provide customer 20 working days' notice before any Tariff Plan pricing changes are effected to provide the option to cancel the agreement. I was never afforded this or the courtesy of obtaining my approval before debiting my account by 1,5 x more than previous debit order amounts !!
I also submitted numerous web site email disputes starting late 2022 up to June'23 regarding the matter and although received automated response confirming I'd be contacted, this NEVER ever materialised. I have the various automated Reference numbers as evidence of this.
ZERO Customer Service. Don't see the point of having a website to list queries or complaints if they never get responded to.
Due to failure at getting anywhere on this matter I submitted a detailed email dispute on 11 May'23 copied to both Customer Services and Collections teams on the matter and included in the email that contract should be cancelled with immediate effect. This never happened and continued to get charged until I physically visited Cell C Head Office 20 June'23 and met with Customer Service agent (E Nkuna) when I was advised to call Cell C Cancellation Dept to cancel the contract. Point I am making here is that there is never any engaging with the Customer unless he initiates it - Poor Customer Service and being charged for Services no longer needed and used.
I was not contacted to agree to renewal or extension of contract agreement on expiry 27/08/22. Why was this necessary when the initial deal expired in Aug'20 but was deemed not necessary 2 years later when renewal agreement expired ?? Due to pricing structure change increasing from R99 to R215 Point 5.2 of T&C's requires Service supplier to provide customer 20 working days' notice before any Tariff Plan pricing changes are effected to provide the option to cancel the agreement. I was never afforded this or the courtesy of obtaining my approval before debiting my account by 1,5 x more than previous debit order amounts !!
I also submitted numerous web site email disputes starting late 2022 up to June'23 regarding the matter and although received automated response confirming I'd be contacted, this NEVER ever materialised. I have the various automated Reference numbers as evidence of this.
ZERO Customer Service. Don't see the point of having a website to list queries or complaints if they never get responded to.
Due to failure at getting anywhere on this matter I submitted a detailed email dispute on 11 May'23 copied to both Customer Services and Collections teams on the matter and included in the email that contract should be cancelled with immediate effect. This never happened and continued to get charged until I physically visited Cell C Head Office 20 June'23 and met with Customer Service agent (E Nkuna) when I was advised to call Cell C Cancellation Dept to cancel the contract. Point I am making here is that there is never any engaging with the Customer unless he initiates it - Poor Customer Service and being charged for Services no longer needed and used.
RS
Rodney S's update25 Jul 2023, 08:55
Reviewer Update
Unfortunately apology not good enough at this point as this has dragged on for over 8 months and only now getting Cell C response.
I was not contacted to agree to renewal or extension of contract agreement on expiry 27/08/22. Why was this necessary when the initial deal expired in Aug'20 but was deemed not necessary 2 years later when renewal agreement expired ?? Due to pricing structure change increasing from R99 to R215 Point 5.2 of T&C's requires Service supplier to provide customer 20 working days' notice before any Tariff Plan pricing changes are effected to provide the option to cancel the agreement. I was never afforded this or the courtesy of obtaining my approval before debiting my account by 1,5 x more than previous debit order amounts !!
I also submitted numerous web site email disputes starting late 2022 up to June'23 regarding the matter and although received automated response confirming I'd be contacted, this NEVER ever materialised. I have the various automated Reference numbers as evidence of this.
ZERO Customer Service. Don't see the point of having a website to list queries or complaints if they never get responded to.
Due to failure at getting anywhere on this matter I submitted a detailed email dispute on 11 May'23 copied to both Customer Services and Collections teams on the matter and included in the email that contract should be cancelled with immediate effect. This never happened and continued to get charged until I physically visited Cell C Head Office 20 June'23 and met with Customer Service agent (E Nkuna) when I was advised to call Cell C Cancellation Dept to cancel the contract. Point I am making here is that there is never any engaging with the Customer unless he initiates it - Poor Customer Service and being charged for Services no longer needed and used.
I was not contacted to agree to renewal or extension of contract agreement on expiry 27/08/22. Why was this necessary when the initial deal expired in Aug'20 but was deemed not necessary 2 years later when renewal agreement expired ?? Due to pricing structure change increasing from R99 to R215 Point 5.2 of T&C's requires Service supplier to provide customer 20 working days' notice before any Tariff Plan pricing changes are effected to provide the option to cancel the agreement. I was never afforded this or the courtesy of obtaining my approval before debiting my account by 1,5 x more than previous debit order amounts !!
I also submitted numerous web site email disputes starting late 2022 up to June'23 regarding the matter and although received automated response confirming I'd be contacted, this NEVER ever materialised. I have the various automated Reference numbers as evidence of this.
ZERO Customer Service. Don't see the point of having a website to list queries or complaints if they never get responded to.
Due to failure at getting anywhere on this matter I submitted a detailed email dispute on 11 May'23 copied to both Customer Services and Collections teams on the matter and included in the email that contract should be cancelled with immediate effect. This never happened and continued to get charged until I physically visited Cell C Head Office 20 June'23 and met with Customer Service agent (E Nkuna) when I was advised to call Cell C Cancellation Dept to cancel the contract. Point I am making here is that there is never any engaging with the Customer unless he initiates it - Poor Customer Service and being charged for Services no longer needed and used.
RS
Rodney S's updateReviewer Update
25 Jul 2023, 11:43Thank-you for response and finally getting some interest shown to my dispute / problem that I have been escalating for several months. Support team are looking into this and will respond to me.
RS
Rodney S's update25 Jul 2023, 11:43
Reviewer Update
Thank-you for response and finally getting some interest shown to my dispute / problem that I have been escalating for several months. Support team are looking into this and will respond to me.
RS
Rodney S's updateReviewer Update
17 Aug 2023, 14:19Have since been contact by a contractor working for Cell C looking into my query. Received 2 phone calls for further information but all has been quiet for past 2 weeks. In the interim the account has been handed over for collection to VVM without even informing me. Noticed when reviewing my credit bureau profile. Again !! communication is non-existent by Cell C to customers. Still no response received to my disputing and validity on my account billing !!
RS
Rodney S's update17 Aug 2023, 14:19
Reviewer Update
Have since been contact by a contractor working for Cell C looking into my query. Received 2 phone calls for further information but all has been quiet for past 2 weeks. In the interim the account has been handed over for collection to VVM without even informing me. Noticed when reviewing my credit bureau profile. Again !! communication is non-existent by Cell C to customers. Still no response received to my disputing and validity on my account billing !!