DS
Dirk S
1 reviews | Active since Oct 2024
23 Dec 2024, 12:14
Cell - again
Not sure if this is cell c related or the industry in general. I went to cell c in Somerset Mall to renew my contract, which happens every 2 years and I can then get an updated device. Apparently even though I have been a paying customer and contract holder for many many years, we needed to do full credit check with many forms and security questions. These get asked out loud and you need to answer these out loud in the shop. When we got to document 5 or 6 and 20 security questions later I asked if we will be done soon as I could not stay much longer. The answer was there were many forms to come and we needed much more time. Since I could not stay they just shouted 'next' and that was the end of that. Some of the forms I just had to sign with staff saying they will retro fill in the security answers on my behalf, based on what I answered. I assume this is to save some time. IS this right? Maybe that is just how all this works and using up a whole tree to renew your contract is the way to go.
This is not aimed at the staff, but cell c processes.
Since renewing my contract will be the same effort as staring a new, I will take this opportunity to find an alternate solution.
Helpful (0)
Replies (8)0
Replies (8)
Cell C's replyOfficial
23 Dec 2024, 13:05Dear Dirk Slabbert
Thank you for contacting Cell C.
We are sorry to hear about what transpired at the store during your upgrade. Not at all the experience we aim to provide.
That said, requesting a security check is generally standard practice to minimize the possibility of ***** activity taking place on your account. We can have our team contact you to take you through the process of upgrading at your most convenient time. Would we be able to reach you on this number ***?
Regards
Cell C | MP
Thank you for contacting Cell C.
We are sorry to hear about what transpired at the store during your upgrade. Not at all the experience we aim to provide.
That said, requesting a security check is generally standard practice to minimize the possibility of ***** activity taking place on your account. We can have our team contact you to take you through the process of upgrading at your most convenient time. Would we be able to reach you on this number ***?
Regards
Cell C | MP
Best regards,
Cell C's reply23 Dec 2024, 13:05
Official
Dear Dirk Slabbert
Thank you for contacting Cell C.
We are sorry to hear about what transpired at the store during your upgrade. Not at all the experience we aim to provide.
That said, requesting a security check is generally standard practice to minimize the possibility of ***** activity taking place on your account. We can have our team contact you to take you through the process of upgrading at your most convenient time. Would we be able to reach you on this number ***?
Regards
Cell C | MP
Thank you for contacting Cell C.
We are sorry to hear about what transpired at the store during your upgrade. Not at all the experience we aim to provide.
That said, requesting a security check is generally standard practice to minimize the possibility of ***** activity taking place on your account. We can have our team contact you to take you through the process of upgrading at your most convenient time. Would we be able to reach you on this number ***?
Regards
Cell C | MP
Best regards,
DS
Dirk S's updateReviewer Update
24 Dec 2024, 09:53Thank you for responding. You responding as if my concern was a simple security check? Please clarify many forms and questions to complete the process?
DS
Dirk S's update24 Dec 2024, 09:53
Reviewer Update
Thank you for responding. You responding as if my concern was a simple security check? Please clarify many forms and questions to complete the process?
Cell C's replyOfficial
24 Dec 2024, 10:24Dear Dirk,
Thank you for your response, and I sincerely apologize if my previous message did not fully address your concerns.
To clarify, the numerous forms and security questions you encountered during your upgrade were part of our standard procedure for verifying account details and ensuring security. However, We understand that the process should have been more efficient and less time-consuming. This is not the experience we strive for, and I will be escalating this matter to our management team to review and improve our procedures.
We would like to make this right and ensure a smoother upgrade process for you. Our team can contact you directly at your convenience to assist with the upgrade and address any remaining questions.
Regards,
Cell C | CW
Thank you for your response, and I sincerely apologize if my previous message did not fully address your concerns.
To clarify, the numerous forms and security questions you encountered during your upgrade were part of our standard procedure for verifying account details and ensuring security. However, We understand that the process should have been more efficient and less time-consuming. This is not the experience we strive for, and I will be escalating this matter to our management team to review and improve our procedures.
We would like to make this right and ensure a smoother upgrade process for you. Our team can contact you directly at your convenience to assist with the upgrade and address any remaining questions.
Regards,
Cell C | CW
Best regards,
Cell C's reply24 Dec 2024, 10:24
Official
Dear Dirk,
Thank you for your response, and I sincerely apologize if my previous message did not fully address your concerns.
To clarify, the numerous forms and security questions you encountered during your upgrade were part of our standard procedure for verifying account details and ensuring security. However, We understand that the process should have been more efficient and less time-consuming. This is not the experience we strive for, and I will be escalating this matter to our management team to review and improve our procedures.
We would like to make this right and ensure a smoother upgrade process for you. Our team can contact you directly at your convenience to assist with the upgrade and address any remaining questions.
Regards,
Cell C | CW
Thank you for your response, and I sincerely apologize if my previous message did not fully address your concerns.
To clarify, the numerous forms and security questions you encountered during your upgrade were part of our standard procedure for verifying account details and ensuring security. However, We understand that the process should have been more efficient and less time-consuming. This is not the experience we strive for, and I will be escalating this matter to our management team to review and improve our procedures.
We would like to make this right and ensure a smoother upgrade process for you. Our team can contact you directly at your convenience to assist with the upgrade and address any remaining questions.
Regards,
Cell C | CW
Best regards,
DS
Dirk S's updateReviewer Update
24 Dec 2024, 13:08Thank you and appreciate the follow up. As discussed telephonically, once the relevant questions from my post have been responded to, we can continue discussion about renewing my contract. Just want transparency.
DS
Dirk S's update24 Dec 2024, 13:08
Reviewer Update
Thank you and appreciate the follow up. As discussed telephonically, once the relevant questions from my post have been responded to, we can continue discussion about renewing my contract. Just want transparency.
Cell C's replyOfficial
24 Dec 2024, 14:31Understood. Since the matter is still being attended to, our team will ensure that they address all your questions and concerns.
Cell C | MP
Cell C | MP
Best regards,
Cell C's reply24 Dec 2024, 14:31
Official
Understood. Since the matter is still being attended to, our team will ensure that they address all your questions and concerns.
Cell C | MP
Cell C | MP
Best regards,
DS
Dirk S's updateReviewer Update
27 Dec 2024, 10:44Spoke to Cell C twice. Apparently they cannot respond and be transparent on hellopeter, so I need to respond on their behalf.
Basically CellC and I agreed we cannot move forward together. The only reason I was still with CellC was because it was convenient to every 2 years upgrade my contract. Since that convenience is now gone and I am required to do everything from scratch, both the case handler and I agree, I will be better off finding a provider or solution better suited for me.
Basically CellC and I agreed we cannot move forward together. The only reason I was still with CellC was because it was convenient to every 2 years upgrade my contract. Since that convenience is now gone and I am required to do everything from scratch, both the case handler and I agree, I will be better off finding a provider or solution better suited for me.
DS
Dirk S's update27 Dec 2024, 10:44
Reviewer Update
Spoke to Cell C twice. Apparently they cannot respond and be transparent on hellopeter, so I need to respond on their behalf.
Basically CellC and I agreed we cannot move forward together. The only reason I was still with CellC was because it was convenient to every 2 years upgrade my contract. Since that convenience is now gone and I am required to do everything from scratch, both the case handler and I agree, I will be better off finding a provider or solution better suited for me.
Basically CellC and I agreed we cannot move forward together. The only reason I was still with CellC was because it was convenient to every 2 years upgrade my contract. Since that convenience is now gone and I am required to do everything from scratch, both the case handler and I agree, I will be better off finding a provider or solution better suited for me.
Cell C's replyOfficial
27 Dec 2024, 15:03Dear Dirk,
Thank you for reaching out to us.
As per feedback, the consultant who was handling your case, advised that he can request our upgrades team to contact you and provide clarity regarding the upgrade process but you advised that you will choose a different network provider if Cell C does not write the process and documents used for upgrades on Hello Peter.
Would you like the consultant to get our upgrades team to contact you and provide clarity?
Regards,
Cell C | PN
Thank you for reaching out to us.
As per feedback, the consultant who was handling your case, advised that he can request our upgrades team to contact you and provide clarity regarding the upgrade process but you advised that you will choose a different network provider if Cell C does not write the process and documents used for upgrades on Hello Peter.
Would you like the consultant to get our upgrades team to contact you and provide clarity?
Regards,
Cell C | PN
Best regards,
Cell C's reply27 Dec 2024, 15:03
Official
Dear Dirk,
Thank you for reaching out to us.
As per feedback, the consultant who was handling your case, advised that he can request our upgrades team to contact you and provide clarity regarding the upgrade process but you advised that you will choose a different network provider if Cell C does not write the process and documents used for upgrades on Hello Peter.
Would you like the consultant to get our upgrades team to contact you and provide clarity?
Regards,
Cell C | PN
Thank you for reaching out to us.
As per feedback, the consultant who was handling your case, advised that he can request our upgrades team to contact you and provide clarity regarding the upgrade process but you advised that you will choose a different network provider if Cell C does not write the process and documents used for upgrades on Hello Peter.
Would you like the consultant to get our upgrades team to contact you and provide clarity?
Regards,
Cell C | PN
Best regards,
Cell C's replyOfficial
27 Dec 2024, 16:25Thank you for your patience and for providing valuable feedback. We sincerely apologize for the inconvenience you’ve experienced during your upgrade process.We’d like to clarify the upgrade procedure to ensure complete transparency.
When upgrading to a new device, a credit vetting process is required as part of our standard procedure. This includes two types of verifications: one to access the Cell C account and another linked to your credit profile. These verifications are essential to ensure we are communicating with the correct account holder and to confirm that the checks are completed willingly.
We do not condone how the verification was conducted in the store, and we take your concerns seriously. We require that these checks are done in a confidential manner, and we will address this matter internally to ensure a more professional process in the future.
We understand that the process should be more efficient, and we are committed to improving the experience for our customers. If you choose to continue with Cell C, we would be more than happy to assist you in completing the upgrade in a more seamless and transparent manner.
Kind regards,
Cell C | NZ
When upgrading to a new device, a credit vetting process is required as part of our standard procedure. This includes two types of verifications: one to access the Cell C account and another linked to your credit profile. These verifications are essential to ensure we are communicating with the correct account holder and to confirm that the checks are completed willingly.
We do not condone how the verification was conducted in the store, and we take your concerns seriously. We require that these checks are done in a confidential manner, and we will address this matter internally to ensure a more professional process in the future.
We understand that the process should be more efficient, and we are committed to improving the experience for our customers. If you choose to continue with Cell C, we would be more than happy to assist you in completing the upgrade in a more seamless and transparent manner.
Kind regards,
Cell C | NZ
Best regards,
Cell C's reply27 Dec 2024, 16:25
Official
Thank you for your patience and for providing valuable feedback. We sincerely apologize for the inconvenience you’ve experienced during your upgrade process.We’d like to clarify the upgrade procedure to ensure complete transparency.
When upgrading to a new device, a credit vetting process is required as part of our standard procedure. This includes two types of verifications: one to access the Cell C account and another linked to your credit profile. These verifications are essential to ensure we are communicating with the correct account holder and to confirm that the checks are completed willingly.
We do not condone how the verification was conducted in the store, and we take your concerns seriously. We require that these checks are done in a confidential manner, and we will address this matter internally to ensure a more professional process in the future.
We understand that the process should be more efficient, and we are committed to improving the experience for our customers. If you choose to continue with Cell C, we would be more than happy to assist you in completing the upgrade in a more seamless and transparent manner.
Kind regards,
Cell C | NZ
When upgrading to a new device, a credit vetting process is required as part of our standard procedure. This includes two types of verifications: one to access the Cell C account and another linked to your credit profile. These verifications are essential to ensure we are communicating with the correct account holder and to confirm that the checks are completed willingly.
We do not condone how the verification was conducted in the store, and we take your concerns seriously. We require that these checks are done in a confidential manner, and we will address this matter internally to ensure a more professional process in the future.
We understand that the process should be more efficient, and we are committed to improving the experience for our customers. If you choose to continue with Cell C, we would be more than happy to assist you in completing the upgrade in a more seamless and transparent manner.
Kind regards,
Cell C | NZ
Best regards,