Agent loaded the incorrect bundle and cell c refused to take responsibility

On the 2nd of April, I called in enquired about the 50gb data bundle valid for 180 days @ R500. I have a data contract with Cell C, in which my data had depleted due to updates on my iPhone... I mentioned exactly what I required many times during the call. I even questioned the agent if the 50gb was available to contract customers or prepaid only. Also advised her that the sim card is in my router.. She assured me that I would be receiving what I requested. We spoke about having to lift my limit and again, I asked if I needed to put the sim into my tablet to covert to 50gb bundle myself and she advised that she's done it for me. Remember I would not have received an sms as the sim card was not in a phone and I reminded her of this before cutting the call. Later on in the same day, after using the router as we're working from home, I could not access the internet... I found this odd, restarted my phone and the router but still no joy so I moved the sim into my tablet and did a balance check... And I found that I was left with 20gb night data, odd because I never had night data... So I realized that the incorrect bundle was loaded on my contract.

I immediately called the call center and explained to the consultant, eventually spoke to the team leader Norman. He was extremely helpful, advised that he has logged a case for me and that he will listen to the call recording and if found that what I said is the truth, I will not be charged R500 as the agent did not advise me correctly or listen to exactly what bundle I requested, many times on my initial call. This wasn't a worry for me as I knew exactly how many times I mentioned to her what bundle I was looking for and also asked if it was available to me. I the received a bill for R877 this week so I called in and queried the reference number ***, as nobody bothered to keep me informed and I was told that the feedback on the system is that I have used the 10gb data...at this point, I'm ready to jump through the phone and teach someone their job! Obviously the data had been used and that is the reason I found out that the wrong bundle was loaded, I only knew once it was depleted because the sim was in a router, which was explained to the agent!! Why on earth would I take a 10gb contract for R149 and then load 10gb for R499??? Common sense???

So when trying to explain this to the new agent on Tuesday, all she could say was she understood and her team leader refused to take my call. They asked me wait till Norman gets back from his day off on Wednesday to assist me... How unprofessional and it's a sad that colleagues won't assist each other.. In any case before cutting the call, I was told that the female team leader would call me back that same day as she was busy and the agent has sent her an email with my details... If I held my breath waiting for that call, I'd be dead now... Poor, poor customer service from a team leader.

So I called in on Wednesday and spoke to Norman, advised him of what transpired and also requested his assistance as he understood my query and after listening to the recording, he knew that the mess up lay with cell c and not me as the customer... Unfortunately, another case had to be logged, with reference number, ***.

I've done a follow up call yesterday, being Friday, 10th April 2020 and was told that there is no further feedback, 48 hours later! So again, I request for a team leader as Norman was off and Themba took my call. He listened and seemed very understanding of my situation and query and then I was told that he was trying to call Norman and that he would call me with feedback by today but what he failed to advise me of was that today is his day off. So I find this out from Rifiwe from the Durban branch after getting through to him and then he says that new case had been escalated yesterday by Themba, with ***... I wasn't aware of this new case.

Mind you, the Cell C Facebook page is useless as well as I have sent them a detailed query with references and feedback, only to be asked what feedback was received... So clearly pointing out that they never read my query in full!

I have come to realize that there are probably many other customers who may have been ****** the way I was and because our sim cards are in routers, we are taken for fools...had my data not depleted as fast as it did, I would not have found out that the incorrect bundle was loaded for me, even though I told the agent exactly what I wanted, numerous times on 1 call. Customers are being ****** and cell c is trying to get away from taking responsibility for their mistakes by saying that I have used the data... It makes me wonder if the person adding comments against reference numbers, is actually doing their job and investigating properly in order to keep the company and the customer happy or are they just typing a comment to close a case because common sense would tell you that I loaded a data bundle because I needed to use the router so obviously the data would be depleted hence I knew that i was ******. Its been 9 days with no resolution yet cell c promises a turn around time of 24 to 48 hours to reaolve queries. All I see them doing is buying time, with a new excuse every 48 hours until they debit me on the 30th..

Cell c-stop running away from your mistakes. Take responsibility. Listen to the call recording, you will find that your agent clearly messed up!

Data number : ***