HM
Herman M
1 reviews | Active since Oct 2021
19 Oct 2021, 14:21
BAD CUSTOMER MANAGEMENT!!!!!!!! CELLC!!!!!!!!!!!!!CFIBRE!!!!!
I am disappointed on how my query is being handled by Cell C. My account was in arrears as of August and settled the arrears on the 3rd September 2021. On the 20th September 2021, my account was wrongly debited an amount 3x my fibre premium. I called CellC fibre support and told them i will be reversing the debit and made a manual payment of my monthly premium since I know my account is up to date. Today they debited an amount which is 6x my premium. The 1st query was logged on the 7th September 2021 The 2nd query or follow up logged on the 23rd September 2021 The 3rd attempt on the 15th October 2021 and yet +5k debited!!!!!
I have followed up numerous times and every time I follow up, I am told the same, “I will escalate your query”. This is frustrating now!!!!!!!!!! The turn-around times I have been given were never met nor a simple courtesy call or an update on how far the query is via email. What the hell happened to CRM embarrassing yourselves like this!!!!!!!!!!!
Helpful (0)
Replies (12)0
Replies (12)
Cell C's replyOfficial
19 Oct 2021, 15:10Hi Herman
Thank you for reaching out.
The payments on the statement haven't been allocated yet.
Please forward email payment notification from the bank for the payment, so we can also see which reference was used to ***
^NH
Thank you for reaching out.
The payments on the statement haven't been allocated yet.
Please forward email payment notification from the bank for the payment, so we can also see which reference was used to ***
^NH
Best regards,
Cell C's reply19 Oct 2021, 15:10
Official
Hi Herman
Thank you for reaching out.
The payments on the statement haven't been allocated yet.
Please forward email payment notification from the bank for the payment, so we can also see which reference was used to ***
^NH
Thank you for reaching out.
The payments on the statement haven't been allocated yet.
Please forward email payment notification from the bank for the payment, so we can also see which reference was used to ***
^NH
Best regards,
HM
Herman M's updateReviewer Update
19 Oct 2021, 16:25I have sent an email with all proof of payments on the 3rd and the 23rd September 2020 as per statement dated 04 August 2021.
Reference used for the payment is my Cell C account number, 33******85.
Cancel DO and consolidate my accounts. I will pay manually going forward. I need confirmation that all is in order please, my credit profile shows that my profile is in arrears, why Mara???????????
CAN SOMEONE CALL ME URGENTLY !!!!!!!!!
Reference used for the payment is my Cell C account number, 33******85.
Cancel DO and consolidate my accounts. I will pay manually going forward. I need confirmation that all is in order please, my credit profile shows that my profile is in arrears, why Mara???????????
CAN SOMEONE CALL ME URGENTLY !!!!!!!!!
HM
Herman M's update19 Oct 2021, 16:25
Reviewer Update
I have sent an email with all proof of payments on the 3rd and the 23rd September 2020 as per statement dated 04 August 2021.
Reference used for the payment is my Cell C account number, 33******85.
Cancel DO and consolidate my accounts. I will pay manually going forward. I need confirmation that all is in order please, my credit profile shows that my profile is in arrears, why Mara???????????
CAN SOMEONE CALL ME URGENTLY !!!!!!!!!
Reference used for the payment is my Cell C account number, 33******85.
Cancel DO and consolidate my accounts. I will pay manually going forward. I need confirmation that all is in order please, my credit profile shows that my profile is in arrears, why Mara???????????
CAN SOMEONE CALL ME URGENTLY !!!!!!!!!
Cell C's replyOfficial
19 Oct 2021, 16:46We will follow up on this matter and revert to you.
^NT
^NT
Best regards,
Cell C's reply19 Oct 2021, 16:46
Official
We will follow up on this matter and revert to you.
^NT
^NT
Best regards,
HM
Herman M's updateReviewer Update
19 Oct 2021, 18:31You will follow up, 😡😡same drama I have been hearing for over a month now. I have asked to be contacted and so far no one has. It is just pathetic how you deal with complaints. Confirm that debit orders are canceled and that my account is updated. You do not even acknowledge that you have messed up.
Learn how to sympathize with with frustrated clients "acknowledge complaint, apologize for your mistakes, provide TAT, stick to TAT and make contact if the complaint is not yet resolved within the given TAT." basic principles of Customer Relationship Management.
Learn how to sympathize with with frustrated clients "acknowledge complaint, apologize for your mistakes, provide TAT, stick to TAT and make contact if the complaint is not yet resolved within the given TAT." basic principles of Customer Relationship Management.
HM
Herman M's update19 Oct 2021, 18:31
Reviewer Update
You will follow up, 😡😡same drama I have been hearing for over a month now. I have asked to be contacted and so far no one has. It is just pathetic how you deal with complaints. Confirm that debit orders are canceled and that my account is updated. You do not even acknowledge that you have messed up.
Learn how to sympathize with with frustrated clients "acknowledge complaint, apologize for your mistakes, provide TAT, stick to TAT and make contact if the complaint is not yet resolved within the given TAT." basic principles of Customer Relationship Management.
Learn how to sympathize with with frustrated clients "acknowledge complaint, apologize for your mistakes, provide TAT, stick to TAT and make contact if the complaint is not yet resolved within the given TAT." basic principles of Customer Relationship Management.
Cell C's replyOfficial
20 Oct 2021, 07:07Hi Herman
Was the proof of payments sent to our mailbox as we don't have any access to the other boxes?
^NH
Was the proof of payments sent to our mailbox as we don't have any access to the other boxes?
^NH
Best regards,
Cell C's reply20 Oct 2021, 07:07
Official
Hi Herman
Was the proof of payments sent to our mailbox as we don't have any access to the other boxes?
^NH
Was the proof of payments sent to our mailbox as we don't have any access to the other boxes?
^NH
Best regards,
HM
Herman M's updateReviewer Update
20 Oct 2021, 07:37🤦♂️ I said I have sent it on the 3rd,23rd September 2021 and also on the 15th October 2021.
cfibresupport@ cell.co.za and ***
cfibresupport@ cell.co.za and ***
HM
Herman M's update20 Oct 2021, 07:37
Reviewer Update
🤦♂️ I said I have sent it on the 3rd,23rd September 2021 and also on the 15th October 2021.
cfibresupport@ cell.co.za and ***
cfibresupport@ cell.co.za and ***
Cell C's replyOfficial
20 Oct 2021, 08:18We don't have access to those mailboxes , please forward the email/s to *** so we can be able to follow up and assist further . If you can't please provide the case number you received upon sending .
^NH
^NH
Best regards,
Cell C's reply20 Oct 2021, 08:18
Official
We don't have access to those mailboxes , please forward the email/s to *** so we can be able to follow up and assist further . If you can't please provide the case number you received upon sending .
^NH
^NH
Best regards,
HM
Herman M's updateReviewer Update
20 Oct 2021, 08:24Sent
HM
Herman M's update20 Oct 2021, 08:24
Reviewer Update
Sent
Cell C's replyOfficial
20 Oct 2021, 08:54Thank you, we have received the email .
Are you reachable on *** ?
^NH
Are you reachable on *** ?
^NH
Best regards,
Cell C's reply20 Oct 2021, 08:54
Official
Thank you, we have received the email .
Are you reachable on *** ?
^NH
Are you reachable on *** ?
^NH
Best regards,
HM
Herman M's updateReviewer Update
20 Oct 2021, 09:10Yes
HM
Herman M's update20 Oct 2021, 09:10
Reviewer Update
Yes
Cell C's replyOfficial
20 Oct 2021, 09:20Thank you we'll be in touch.
^NH
^NH
Best regards,
Cell C's reply20 Oct 2021, 09:20
Official
Thank you we'll be in touch.
^NH
^NH
Best regards,
HM
Herman M's updateReviewer Update
25 Nov 2021, 20:14Melinda Dlamini who is dealing with my problem has been sending same email for over three weeks saying that my query is been investigated. How long does it take to trace payments. My credit profile is down by over 30 points and my line is now suspended. Spoke to one unprofessional consultant ever in my life, Skhonzile Mthethwa call ref: **********196145 who told me my account is suspended due to arrears on my account which I reiterated that I have made payments and my account is up to date and I was told there is no way my can be reconnected up until my case is resolved and since the unreliable Melinda Dlamini is not doing her job I am *****ed according to Skhonzile.
I am still expecting a call from the manager since October and to date I have confirm my availability and no one has made contact.
Trust index is 3.1/10 and Net promoter score of -82%, what is your CEO saying about such pathetic numbers and yet not even putting any effort to retain your existing base, do managers even do QA to.
SHAME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I am still expecting a call from the manager since October and to date I have confirm my availability and no one has made contact.
Trust index is 3.1/10 and Net promoter score of -82%, what is your CEO saying about such pathetic numbers and yet not even putting any effort to retain your existing base, do managers even do QA to.
SHAME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
HM
Herman M's update25 Nov 2021, 20:14
Reviewer Update
Melinda Dlamini who is dealing with my problem has been sending same email for over three weeks saying that my query is been investigated. How long does it take to trace payments. My credit profile is down by over 30 points and my line is now suspended. Spoke to one unprofessional consultant ever in my life, Skhonzile Mthethwa call ref: **********196145 who told me my account is suspended due to arrears on my account which I reiterated that I have made payments and my account is up to date and I was told there is no way my can be reconnected up until my case is resolved and since the unreliable Melinda Dlamini is not doing her job I am *****ed according to Skhonzile.
I am still expecting a call from the manager since October and to date I have confirm my availability and no one has made contact.
Trust index is 3.1/10 and Net promoter score of -82%, what is your CEO saying about such pathetic numbers and yet not even putting any effort to retain your existing base, do managers even do QA to.
SHAME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I am still expecting a call from the manager since October and to date I have confirm my availability and no one has made contact.
Trust index is 3.1/10 and Net promoter score of -82%, what is your CEO saying about such pathetic numbers and yet not even putting any effort to retain your existing base, do managers even do QA to.
SHAME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!