Billing issue frustration
Having a contract with CellC is so painful every time it gets to "renewal" time.
Sept 2022 the billing issue struggle started on 04 Sept 2022 due to their system error that also affected my credit record. Their billing issue was eventually sorted but only in November 2022 - after many phone calls, emails and complaints on various platforms.
Sept 2024 - NO SURPRISE, the same type of billing issue as in 2022.
06/09/2024 @ 09:06 – I phoned 135 and Eva understood the issue and escalated to the back office, ref ***, with feedback that should be within 2 working days.
10/09/2024 - NO FEEDBACK, so I sent an email with the above ref and background of the issue, got a new ref ***.
12/09/2024 @ 10:57 - missed a phone call from Cell C as I was busy at work with a client. 12/09/2024 @ 12:50 - I phoned 135 to get an update on ref ***. Response - no feedback yet, still under investigation.
12/09/2024 @ 16:02 - received a sms for ref *** about the missed phone call. 12/09/2024 @ 16:12 - I phoned 135 and informed Kedigone about the sms and requested feedback for ref *** and ***. According to Kedigone there were no feedback on either as it was still under investigation and that they (back office) will attempt to phone me again.
12/09/2024 @ 17:02 - received a sms stating: “Dear Cell C customer, please receive feedback for case no. ***” Thats it, nothing else.
13/09/2023 @ 16:38 - I phoned 135 to get feedback for ***. According to Nikeledi there are no record of *** or *** and on my id nr there is also no record of the ref nrs. So I had to try and explain the whole issue AGAIN, without Nikeledi understanding the Cell C “mistake”, but eventually she logged a new case ***.
Why is it so difficult for anyone at Cell C to understand their mistake and have it rectified. It is so frustrating to have to explain the same issue to so many different people when trying to get feedback.
Trying to log a ticket on the web is just impossible, it does not work at all. Why is there no platform to follow up on a ref nr without having the frustration to call 135?
Helpful (0)
Replies (8)0
Replies (8)
Cell C's replyOfficial
14 Sept 2024, 07:44Dear Dorothy Nel,
Thank you for briging this to our attention.
We sincerely apologize for the inconvenience you've experienced, particularly given the ongoing frustration and the time you've had to invest in addressing this matter. We understand how stressful it must be to explain the same issue repeatedly, and we acknowledge that the lack of consistent follow-up has only added to your frustration.
Please rest assured that your case has been referred to our team for urgent attention. We are committed to resolving the issue as swiftly as possible, and our team will be in touch with you within 24 hours with an update.
Regards,
Cell C | GN
Thank you for briging this to our attention.
We sincerely apologize for the inconvenience you've experienced, particularly given the ongoing frustration and the time you've had to invest in addressing this matter. We understand how stressful it must be to explain the same issue repeatedly, and we acknowledge that the lack of consistent follow-up has only added to your frustration.
Please rest assured that your case has been referred to our team for urgent attention. We are committed to resolving the issue as swiftly as possible, and our team will be in touch with you within 24 hours with an update.
Regards,
Cell C | GN
Best regards,
Cell C's reply14 Sept 2024, 07:44
Official
Dear Dorothy Nel,
Thank you for briging this to our attention.
We sincerely apologize for the inconvenience you've experienced, particularly given the ongoing frustration and the time you've had to invest in addressing this matter. We understand how stressful it must be to explain the same issue repeatedly, and we acknowledge that the lack of consistent follow-up has only added to your frustration.
Please rest assured that your case has been referred to our team for urgent attention. We are committed to resolving the issue as swiftly as possible, and our team will be in touch with you within 24 hours with an update.
Regards,
Cell C | GN
Thank you for briging this to our attention.
We sincerely apologize for the inconvenience you've experienced, particularly given the ongoing frustration and the time you've had to invest in addressing this matter. We understand how stressful it must be to explain the same issue repeatedly, and we acknowledge that the lack of consistent follow-up has only added to your frustration.
Please rest assured that your case has been referred to our team for urgent attention. We are committed to resolving the issue as swiftly as possible, and our team will be in touch with you within 24 hours with an update.
Regards,
Cell C | GN
Best regards,
Cell C's replyOfficial
16 Sept 2024, 10:41 Dear Dorothy Nel,
Our team attempted to reach you telephonically , with no success.
Kindly Private message us a number our team can reach you on as well as a suitable time to contact you.
Cell C | DA
Our team attempted to reach you telephonically , with no success.
Kindly Private message us a number our team can reach you on as well as a suitable time to contact you.
Cell C | DA
Best regards,
Cell C's reply16 Sept 2024, 10:41
Official
Dear Dorothy Nel,
Our team attempted to reach you telephonically , with no success.
Kindly Private message us a number our team can reach you on as well as a suitable time to contact you.
Cell C | DA
Our team attempted to reach you telephonically , with no success.
Kindly Private message us a number our team can reach you on as well as a suitable time to contact you.
Cell C | DA
Best regards,
's updateReviewer Update
16 Sept 2024, 10:45The line was bad during the phone call and then it just disappeared while on the line with Tandayike.
My alternative number is on your system.
There was no other missed phone call from Cell C
My alternative number is on your system.
There was no other missed phone call from Cell C
's update16 Sept 2024, 10:45
Reviewer Update
The line was bad during the phone call and then it just disappeared while on the line with Tandayike.
My alternative number is on your system.
There was no other missed phone call from Cell C
My alternative number is on your system.
There was no other missed phone call from Cell C
's updateReviewer Update
16 Sept 2024, 10:46***
's update16 Sept 2024, 10:46
Reviewer Update
***
Cell C's replyOfficial
16 Sept 2024, 10:48Please note that we have requested a callback from our team.
Regards,
Cell C | GN
Regards,
Cell C | GN
Best regards,
Cell C's reply16 Sept 2024, 10:48
Official
Please note that we have requested a callback from our team.
Regards,
Cell C | GN
Regards,
Cell C | GN
Best regards,
Cell C's replyOfficial
18 Sept 2024, 11:15Dear Dorothy Nel,
Kindly be advised that our Team was unable to reach you on ***.
Please advise of a suitable time to contact you or provide an alternative contact number via private reply.
Regards,
Cell C | GN
Kindly be advised that our Team was unable to reach you on ***.
Please advise of a suitable time to contact you or provide an alternative contact number via private reply.
Regards,
Cell C | GN
Best regards,
Cell C's reply18 Sept 2024, 11:15
Official
Dear Dorothy Nel,
Kindly be advised that our Team was unable to reach you on ***.
Please advise of a suitable time to contact you or provide an alternative contact number via private reply.
Regards,
Cell C | GN
Kindly be advised that our Team was unable to reach you on ***.
Please advise of a suitable time to contact you or provide an alternative contact number via private reply.
Regards,
Cell C | GN
Best regards,
's updateReviewer Update
19 Sept 2024, 21:54Good day, there was a Francois that contacted me on 18 September @10:19 from 084135. Can you please give me his last name and the department where he works? He was very friendly and helpful; I would also like to send him a compliment via hellopeter.
's update19 Sept 2024, 21:54
Reviewer Update
Good day, there was a Francois that contacted me on 18 September @10:19 from 084135. Can you please give me his last name and the department where he works? He was very friendly and helpful; I would also like to send him a compliment via hellopeter.
Cell C's replyOfficial
20 Sept 2024, 10:03We are thrilled that you received the assistance you required from our highly trained consultant. Please don't hesitate to leave a comment in the inbox, and we will ensure it is forwarded to the appropriate department and for the consultant to view it as well.
Regards,
Cell C | MM
Regards,
Cell C | MM
Best regards,
Cell C's reply20 Sept 2024, 10:03
Official
We are thrilled that you received the assistance you required from our highly trained consultant. Please don't hesitate to leave a comment in the inbox, and we will ensure it is forwarded to the appropriate department and for the consultant to view it as well.
Regards,
Cell C | MM
Regards,
Cell C | MM
Best regards,