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LB
Lushe B

1 reviews | Active since Jul 2018

13 Nov 2024, 15:05

Broken Contracts and Agreements!

The upgrades department failed to notify me of additional charges, even after I queried it. Then when I query the bill, and the call recording confirms that I'm correct, Cell C STILL insist they WILL be debiting my account for the incorrect billing amount on the 16 November and I'll only get a credit in December (when? They don't know!)

This is against the agreement between cellc and myself (as confirmed by the recording) but CellC are not willing to correct it before the debit order date. Further to this Cell C Customer Care Managers cannot assist, because "back office" who they cannot contact.

0
Replies (15)
Cell C
Cell C's reply13 Nov 2024, 15:20
Official
Dear  Lushe Bishun 

Thank you for contacting Cell C.

We sincerely apologize for the confusion and frustration you've experienced regarding the billing issue. We understand that this situation is not in line with what was agreed upon, and we’re committed to resolving it.

We will escalate your query to our team for further investigation and assistance. You’ll be contacted to ensure this matter is addressed accordingly. 
Thank you for your patience as we work to resolve this.

Regards,Cell C | TM 

Best regards,

LB
Lushe B's update14 Nov 2024, 09:39
Reviewer Update
Good Day CellC,

Your failure to contact me to resolve this issue has become rather frustrating. I have called your customer care line 3 times already this morning - and the managers promise to call within 15 minutes and have failed to do so! Your failure to honour the agreement and your failure to respond to queries shows your lack of respect for your clients. Since you have failed to honour the agreement and contract please cancel them with immediate effort and without penalty seeing as the default is on your end.
Cell C
Cell C's reply14 Nov 2024, 09:49
Official
Dear Lushe Bishun,

We sincerely apologize for the frustration and inconvenience you've experienced. We understand the importance of addressing your queries promptly. We have followed up with our Team, and you will be contacted as soon as possible to resolve the issue. 

Regards,
Cell C | GN

Best regards,

LB
Lushe B's update14 Nov 2024, 10:08
Reviewer Update
WHEN?????
Cell C
Cell C's reply14 Nov 2024, 10:34
Official
You will be contacted as soon as possible.

Regards,
Cell C | GN

Best regards,

LB
Lushe B's update14 Nov 2024, 12:47
Reviewer Update
Good Day,

I hope it's BEFORE you debit my account on the 16th erroneously.

So let's see how long it takes CellC to resolve a matter that was raised on 08 November 2024!

Regards,
Lushe
Cell C
Cell C's reply14 Nov 2024, 13:00
Official
Please rest assured that we have prioritized your query, and our team is actively working on a resolution.  We’ll keep you updated on the progress and do everything possible to resolve this promptly. 

Regards,
Cell C | GN

Best regards,

LB
Lushe B's update21 Nov 2024, 13:07
Reviewer Update
Good Day, 

Tomorrow will be exactly 2 weeks since I contacted CellC to resolve an error on their end. Still they have incorrectly debited my account - despite several attempts from my end to correct the matter. They have admitted to the error, however refuse to refund me immediately or cancel the contract due to their defaults. It is impossible to speak to anyone in management -the agents take your details and promise that the manager will call you back.... this has failed to materialise. CellC you have my details - Contact me. The next authority will be contacted tomorrow as I have given you 14 days to resolve. Thandazele was allocated this case and fails to communicate. I am not being told the refund will reflect in the next bill run - Who give CellC the right to my month!!!??? I want a refund by tomorrow, failing which cancel the contract!
Cell C
Cell C's reply21 Nov 2024, 13:59
Official
Dear Lushe Bishun,

We sincerely apologize for the delay in resolving your query. 

Kindly note that our team was unable to reach you to provide an update on your case. As per the latest feedback from our team, your account has been credited with an amount of R182.86.  Please advise of a suitable time to reach you or provide an alternative contact number, and we will refer your refund request to our team for further assistance.
Regards,
Cell C | GN



Best regards,

LB
Lushe B's update21 Nov 2024, 14:08
Reviewer Update
You have not credited me as the money is not in my account. 

You may contact me on *** (if I don't pick up the first time, try Again!)
*** is an alternate number also previously provided to you.

Cell C
Cell C's reply21 Nov 2024, 14:29
Official
Good day

Please see below received from the consultant who attended to your query, the below email was sent to you:
Dear  Lushe Bishun,  Thank you for contacting Cell C.  Kindly receive feedback on credit requested, your account has been credited R182.86. The credit will have  impact on the next bill run for December.  Should you have further queries please do not hesitate to email us at ***.  Regards T.Mtetwa Cell C Social Media Department 

Best regards,

LB
Lushe B's update21 Nov 2024, 14:38
Reviewer Update
Good day Thandazele

That's not acceptable.  The money must be in my account by tomorrow or cancel.  
Is CellC paying me interest for *****ing my money? 



Cell C
Cell C's reply21 Nov 2024, 14:48
Official
Your concern has been forwarded to our team.  Do expect communication soon.

Cell C | DA

Best regards,

LB
Lushe B's update25 Nov 2024, 10:00
Reviewer Update
Good Day Cell C, 

I have requested on several occasions that this case be escalated and dealt with by senior management. Thandazele has failed to come back to me with resolution following our conversation of 21 November 2024. 

As a matter of principle I had requested that the money that CellC STOLE from me be returned into my account by 22 November 2024, failing which the contract (ON WHICH CELLC HAS DEFAULTED) is to be cancelled at NO COST to myself. 

Please can MANAGEMENT AT CELLC contact me with urgency. 

Regards, 
Lushe
Cell C
Cell C's reply25 Nov 2024, 12:29
Official
Dear Lushe,

Thank you for reaching out to us. 

We sincerely apologize for the frustration caused and the delay in resolving your case. Please note that your request has been escalated to the relevant senior management team for urgent attention. We have highlighted the matter as a priority and will ensure you are contacted directly to address your concerns.

Thank you for your patience while we work to resolve this for you.

Regards,
Cell C | TN

Best regards,