Case of the missing airtime and Call Centre Blues

<p>Bought airtime on 13th June via Cellphone Banking, it did not come through. Followed up with my bank, after its 7-10 working days turnaround time I was advised to refer the matter to my Service Provider as they had already banked the funds.</p> <p> </p> <p>Bought airtime for the same amount the following day on the 14th June, it was received.</p> <p>The terrible customer service begins. The first consultant, informed me that she would escalate my query, the backoffice would contact me and I would receive a reference number and the matter should be resolved within 48 hours, called to follow up 48 hours later - nothing had been done, the case had not even been noted nor escalated and i still did not have a reference number.</p> <p> </p> <p>The second consultant lodges my query - I receive a reference no and says this should now be resolved in 48 hours. However omits 2 very important details. 1. that I am required to send my bank statement as proof that the funds were debited. 2. I specifically made mention of the airtime purchased the day after that should not be confused with teh airtime i was querying. 48hours later, no call from Cell C, however the matter has been resolved on their side - they have determined that the airtime was just delayed but received on the 14th. I then asked to speak to the Team Leader - was assisted by Wayne, I explained to him that the airtime was NOT received as noted because i made a separate purchase on the 14th and i specifically asked the consultant to distinguish the two to avoid the very outcome. Wayne, the Team Leader, then informed me that the consultant should have requested me to provide my bank statement/notifications as proof and once I had sent this through, he would escalate my request to the back office as URGENT to be resolved that day. Of course that was not the case and no feedback.</p> <p> </p> <p>When following up I was transferred from one consultant to the next, the Team leaders including Wayne were now all unavailable to assist and I was told to wait ANOTHER 48 hours fo feedback. I still do not have the airtime or the matter resolved or feedback from Cell C. Shocking really!!!!!!!</p>