Atrocious service

<p>I was offered an early upgrade in November 2015 to an Epic 150 with a Samsung Galaxy Note 5. I initially turned it down on the basis that it only came with 3gb promotional data for 3 months. The consultant came back to me with a revised offer of extending the promotional data to 12 months and his supervisor confirmed so and then I agreed otherwise I was preparing to move over to Vodacom when my contract was over in February 2016. I do have other contracts with Vodacom and their customer service is top notch. </p> <p>So this meant that I was going to get the data until end of January 2017. Three months into my contract the data bundle ceased. I only noticed it when my bill was going up that I am out of bundle. I was told by Cell C that I had used up my promotional data. I queried this and what infuriated me was being made to feel like I didn't know what I was talking about. I went to the extent of requesting the call recordings of my upgrade. These i was told could only be sent to the store and I had to drive to the store at my own cost which I reluctantly agreed to. When I listened to the recordings the matter was clear as day that some people were not doing their jobs. </p> <p>On the 5th of September 2016 the matter was finally resolved ref# ********** 203. I even received an sms which I still have clearly stating that my promotional data has been restored for up to April 2017. I also expressed my displeasure as to why the data should end on the 5th of april 2017 when Cell C actually owed me four months up to 5 May 2017. I argued with the consultant until the supervisor took over ( check call recordings).</p> <p>Last week I was looking for a proof of residence and as I went through my mail I realised that cell c haven't sent me a statement since July 2016 ( I have all my Vodacom statements to date)</p> <p>I called customer care and managed to request the last 2 statements through self service (good product). Upon receiving these I noticed that I owe Cell C over a thousand rand payable 31.01.17. I was confused because I had checked my balance on the last day of December and I had airtime and data which Cell C wiped out at the turn of the year and my package is post paid. A closer look showed me that I am being charged over R400 for 3gb data and R59 for Get more services. I took this matter up with customer care and once again to them I didn't understand my package. After going through different consultants some understanding and some not i then requested to speak to a supervisor. This was because that after querying the charge on the 6th of January all my data was gone. How could I pay for a service that was due to me and moreover that service was unavailable.</p> <p>I eventually got to the supervisor on Friday the 6th late afternoon. She heard my issue and immediately picked up the anomaly and advised that she will get back to me in half an hour. At around 16:30 a lady from finance called me and advised me that she is on top of the issue and will revert back to me on Monday with a final conclusion. I advised her that I am being inconvenienced for not having data especially over the weekend. She then loaded a free 1gb as a courtesy which I am grateful of. I also advised her them i will also need my Epic airtime back since I was out of bundle it's a no brainer that my phone would use airtime for data. Moments later the supervisor called me back to check if I had been assisted. She also advised me that she wont be able to come back to me in the coming week because she was going on 2 weeks leave ( Her customer care is very good).</p> <p>On Monday I got nothing from Cell C.</p> <p>On Tuesday I got a call from a guy called Elroid( I can't afford to forget his name). Boy! boy! boy! He started preaching to me that he was the man to solve my problems. What ticked me off first was that he hadn't done his homework well on the issue and he was not happy to be corrected by a customer who didn't understand how the Epic contract works. After a tussle he promised to come back to me with a solution but was not willing to be tied down to a timeline. A few minutes later I get a message advising me that my 3 gb had been reinstated. He called me back to advise me that he had done it and to let me know that he had deactivated the 1gb which according to him had not been done right. I then asked him that what is going to happen to my erroneous charge which I was not happy to pay for. After a tussle of explanations I reluctantly agreed to what he was saying. I then asked him about my Epic airtime and he refused to understand why I was claiming it and went on and on about how I didn't know what I was talking about. I then lost it when he started insulting my intelligence and dropped the call before I said something I will regret and no one from Cell C has called me since.</p>