Call centre experience

Good day,

I have mad numerous calls to Cell C over the past few days with regards to 2 contracts that I have.

I missed two debit orders on my account due to the change in my salary date. I called twice to request that they re-attempt to debit my account and i was assured that this was done.

I waited for a debit order to go off on the 25th of January and this did not happen even though I received an SMS from Cell C to say that my request is being processed. . I eventually called in again to rather do an EFT payment since the consultants had no idea what they were doing.

I called the day before yesterday to confirm the amounts before doing an EFT payment and I was made aware of the amount. One of my contracts is an open line and I inquired about doing a sim swap on this line since I no longer have the sim card and wanted to get it back as I was now paying for a service I was no longer using. I was advised I would be able to do the sim swap after the payments reflected.

I made the two EFT payments for both my lines and called back yesterday to confirm whether the payments were reflecting. I was advised that the payments are reflecting and I again inquired about the sim swap at the open lines department since that is the contract I needed the sim swap on. I was told to buy a Cell C sim card, I should not rica the sim card and i should not open it.

I went into the Cell C store in Parow Centre where I bought the simcard. Today i called back with the sim card in my possession in order to do the sim swap.

I was transferred to a "sim swap department" where I was told that I need to go to the police station to get an affidavit for a sim card that I lost nearly 6 months ago in my bedroom. I then have to take all my documents back to the Cell C store where i already was and they have to do the sim swap for me. Please answer the following questions for me.

1. Why are your agents trained differently with regards to responses on exactly the same question?

2. Why was i told I would be able to do a sim swap after my payment reflected if this was not the case?

3. Why do I need to get an affidavit for my own property that I am paying for on a monthly basis?

4. Why was I not advised the previous few times I inquired on a Sim swap that I would have to go to all the trouble?

The last consultant I spoke to did not even offer an apology after I told her what I was informed of yesterday.

I previously wished to cancelled this contract with Cell C but was offered something else instead.

Please have these calls listened to since your are a client contact center and I expect these calls to be recorded.

I will not be getting an affidavit from the police station as I find this highly humiliating.

Your urgent response to this matter would be highly appreciated.

Regards Leshay