Can’t perform a sim swap : Mpho and Molly

I contacted Cell C to request a SIM swap and engaged with Molly for assistance. After the initial security check, Molly utilized another system with random questions. Despite providing what I believe were accurate answers, she deemed my attempt unsuccessful. This system lacks effectiveness in achieving first-call resolution, and by the second attempt, my frustration as a customer was already heightened. Regrettably, Molly terminated the call.

In my subsequent call, following Molly's indication of a second chance, I spoke with Mpho. She informed me of a required R150 payment to reactivate the line, a point of disagreement as customers typically pay this fee for non-payment. Mpho placed me on hold for over 15 minutes without updates, and upon return, she intended to proceed without clarifying the R150 charge. Mpho remained silent for an additional 10 minutes.

It's evident that Mpho requires training to provide accurate information, as her misinformation contributes to customer dissatisfaction. A recommendation is for her to undergo a test and pass it before handling calls. Furthermore, the second verification attempt failed, claiming I couldn't answer the questions. Unable to visit a store for the R150 payment, especially when a SIM swap can be done online, the inefficiency of your second verification system is evident.

I need someone to call me on : ***