DV
Daniel V
1 reviews | Active since Sept 2010
28 Jun 2022, 10:08
CELL C BAD BAD SERVICE AND RISK OF PERSONAL INFO!!!
I HAVE HAD MULTIPLE CONVERSATIONS WITH CELL C CONSULTANTS AND ARE EITHER UNWILLING TO HELP OR UNCAPABLE.
This morning I again emailed them and attach my previous emails (of Friday, 24 June 2022 and to which I have had noNO response) with 6 months of proof.
Note that according to Cell C policy a response within 48 hours can be expected. It has now been more than 94 hours and Cell C has yet to respond. As a result I have been severely inconvenienced.
Even though I have been making punctual monthly payments with regards to the account and the 3 lines in question, Cell C gave no indication nor any reason that 3 of my cellular lines would be suspended, except for an impromptu sms just before the lines went dead.
I have spent many hours on calls to Cell C as well as emails to Cell C in an effort to resolve the matter, however without any success and without a response from Cell C.
During one of the calls I have even been told that I failed a security check. I took this matter up during my last call this morning and expressed my concern for the integrity of my personal information at Cell C. It appears that my personal information has been tampered with at Cell C since on my side I have used the same personal information for many years now, even to make upgrades on all 3 those lines without any problem and without ever changing any of the details.
I therefore demanded an explanation from Cell C on: 1) why Cell C is not responding to my requests causing me to be inconvenienced on all three lines even though I have made all payments punctually; 2) why my personal information in possession of Cell C has been compromised and appears to be at risk; 3) how is Cell C going to compensate me for lost time and usage of cellular service since the lines have been suspended; 4) what is Cell C doing to correct the matter to prevent any future re-occurance of such inconvenience.
Guess what? The Cell C response is still awaited.
Helpful (0)
Replies (11)0
Replies (11)
Cell C's replyOfficial
28 Jun 2022, 11:06Good day Daniel
Thank you for contacting us.
We sincerely apologies for the unpleasant experience. We will have a look into this matter and revert to you.
^NT
Thank you for contacting us.
We sincerely apologies for the unpleasant experience. We will have a look into this matter and revert to you.
^NT
Cell C's reply28 Jun 2022, 11:06
Official
Good day Daniel
Thank you for contacting us.
We sincerely apologies for the unpleasant experience. We will have a look into this matter and revert to you.
^NT
Thank you for contacting us.
We sincerely apologies for the unpleasant experience. We will have a look into this matter and revert to you.
^NT
DV
Daniel V's updateReviewer Update
28 Jun 2022, 11:14I appreciate the generic response, but I remain severely inconvenienced whilst my personal details are being compromised and at risk!
DV
Daniel V's update28 Jun 2022, 11:14
Reviewer Update
I appreciate the generic response, but I remain severely inconvenienced whilst my personal details are being compromised and at risk!
Cell C's replyOfficial
28 Jun 2022, 12:16The matter will be investigated and rectified.
^NT
^NT
Cell C's reply28 Jun 2022, 12:16
Official
The matter will be investigated and rectified.
^NT
^NT
DV
Daniel V's updateReviewer Update
29 Jun 2022, 12:34It has now been 120 hours (five day) and Cell C still does not care to respond, let alone resolve the matter!!!
DV
Daniel V's update29 Jun 2022, 12:34
Reviewer Update
It has now been 120 hours (five day) and Cell C still does not care to respond, let alone resolve the matter!!!
DV
Daniel V's updateReviewer Update
30 Jun 2022, 09:04NO RESPONSE from Cell C, no service and no loyalty towards their customers whatsoever. It has now been 144 hours (six day) without a simple response and no indication that Cell C is making any effort in resolving the matter. Still I have no service and no use of 3 lines that I am actually paying for! I have no idea at what level my personal information is being compromised by Cell C ...
DV
Daniel V's update30 Jun 2022, 09:04
Reviewer Update
NO RESPONSE from Cell C, no service and no loyalty towards their customers whatsoever. It has now been 144 hours (six day) without a simple response and no indication that Cell C is making any effort in resolving the matter. Still I have no service and no use of 3 lines that I am actually paying for! I have no idea at what level my personal information is being compromised by Cell C ...
DV
Daniel V's updateReviewer Update
30 Jun 2022, 10:28After 148 hours I now had a call from a Cell C consultant, however, with NO progress and no regard for their customer. It appears that my personal information that is used for security checks has been tampered with at Cell C. Cell C remains utterly unresponsive and careless even after proof of payment was sent for the past 6 months!
DV
Daniel V's update30 Jun 2022, 10:28
Reviewer Update
After 148 hours I now had a call from a Cell C consultant, however, with NO progress and no regard for their customer. It appears that my personal information that is used for security checks has been tampered with at Cell C. Cell C remains utterly unresponsive and careless even after proof of payment was sent for the past 6 months!
DV
Daniel V's updateReviewer Update
01 Jul 2022, 12:23After more than 7 days since my telephonic request and emails to Cell C, they still failed to respond to me with any resolution from their side. I was contacted and submitted to their vigorous security check again, only to be phoned back 5 hours later to be informed that they could not deal with the matter because they (Cell C 084 135) could not deal with the matter because I am an exclusive customer (it definitely doesn't feel like it) whatever that means. I had to start the process again from scratch. Wow!!!
In despair and in an effort to resolve the problem, I ended up physically going to a Cell C shop where I discovered that my personal details at Cell C was indeed tampered with as suspected. This is a major concern to me. The risk is real!
Cell C somehow managed to tamper with my email address on their records which resulted in me not getting statements and accounts ... and the big one - me failing their security checks!!!
Bottom line - I was inconvenienced for more than 7 days without Cell C caring to respond appropriately and my personal details appears to be unsafe in the hands of Cell C!!!
It is really sad that they do not even care to offer any kind of apology or re-assurance ...
In despair and in an effort to resolve the problem, I ended up physically going to a Cell C shop where I discovered that my personal details at Cell C was indeed tampered with as suspected. This is a major concern to me. The risk is real!
Cell C somehow managed to tamper with my email address on their records which resulted in me not getting statements and accounts ... and the big one - me failing their security checks!!!
Bottom line - I was inconvenienced for more than 7 days without Cell C caring to respond appropriately and my personal details appears to be unsafe in the hands of Cell C!!!
It is really sad that they do not even care to offer any kind of apology or re-assurance ...
DV
Daniel V's update01 Jul 2022, 12:23
Reviewer Update
After more than 7 days since my telephonic request and emails to Cell C, they still failed to respond to me with any resolution from their side. I was contacted and submitted to their vigorous security check again, only to be phoned back 5 hours later to be informed that they could not deal with the matter because they (Cell C 084 135) could not deal with the matter because I am an exclusive customer (it definitely doesn't feel like it) whatever that means. I had to start the process again from scratch. Wow!!!
In despair and in an effort to resolve the problem, I ended up physically going to a Cell C shop where I discovered that my personal details at Cell C was indeed tampered with as suspected. This is a major concern to me. The risk is real!
Cell C somehow managed to tamper with my email address on their records which resulted in me not getting statements and accounts ... and the big one - me failing their security checks!!!
Bottom line - I was inconvenienced for more than 7 days without Cell C caring to respond appropriately and my personal details appears to be unsafe in the hands of Cell C!!!
It is really sad that they do not even care to offer any kind of apology or re-assurance ...
In despair and in an effort to resolve the problem, I ended up physically going to a Cell C shop where I discovered that my personal details at Cell C was indeed tampered with as suspected. This is a major concern to me. The risk is real!
Cell C somehow managed to tamper with my email address on their records which resulted in me not getting statements and accounts ... and the big one - me failing their security checks!!!
Bottom line - I was inconvenienced for more than 7 days without Cell C caring to respond appropriately and my personal details appears to be unsafe in the hands of Cell C!!!
It is really sad that they do not even care to offer any kind of apology or re-assurance ...
DV
Daniel V's updateReviewer Update
05 Jul 2022, 09:11Cell C has many "sincere" apologies, but still refuses to respond to any of my requests.
Apology not accepted!
Rather attend to my sincere requests, please!
Apology not accepted!
Rather attend to my sincere requests, please!
DV
Daniel V's update05 Jul 2022, 09:11
Reviewer Update
Cell C has many "sincere" apologies, but still refuses to respond to any of my requests.
Apology not accepted!
Rather attend to my sincere requests, please!
Apology not accepted!
Rather attend to my sincere requests, please!
Cell C's replyOfficial
05 Jul 2022, 15:51Noted.
^NH
^NH
Cell C's reply05 Jul 2022, 15:51
Official
Noted.
^NH
^NH
DV
So, this was my response this morning:
___________________________________________________________________
Daniel V's updateReviewer Update
08 Jul 2022, 09:29 After almost 2 weeks Cell C Exclusive rep**** to my initial email by simply asking if I am receiving my account statements and to elaborate on my requests.
Note: They don't care at all that I have been inconvenienced or that my personal information had been compromised!!!
Note: They don't care at all that I have been inconvenienced or that my personal information had been compromised!!!
So, this was my response this morning:
___________________________________________________________________
Kindly note that your email was expected 14 days earlier.
Because Cell C and Cell C Exclusive failed to respond, I was forced to resolve the matter in-store where I discovered that my email address was tampered with resulting in me not receiving any correspondence for this account from Cell C as well as the fact that security checks could no longer be done telephonically.
Since October 2021 (presumably when the email address was tampered with) I never received any account statements and I had to guesstimate my total monthly payments, despite my emails and phone calls. I made those guesstimated payments promptly every month, but Cell C, even though you knew there was a shortfall, never cared to inform me either telephonically or otherwise.
I would like to know how it is possible that in spite of all the Cell C security measures, you allowed changes to be made to my email address?
I would like to know why during this period when my email address was compromised, it was not possible for Cell C to pick up that the email address was wrong, even though I sent various emails and requests from this email address, and even though the emails you sent to the wrong email address were returned as undeliverable to you?
Since my personal information was severely compromised, I would like to know what Cell C is doing to further protect my information to prevent a recurrence of any such situation as well as steps taken to protect my information from being made available to ************ elements?
In your email you have the audacity to ask me to elaborate on some of my requests whilst Cell C Exclusive (taking almost 14 days to respond) should be the ones elaborating on the poor service they provide and the lack of customer care that is evident!
You are once again requested to send my (monthly) account statements to my correct email address (the one I am using right now), ******x@***.com You also have the option to phone me on ********* straight away if there is any kind of problem. You can even send me a sms!
You are also requested to provide insurance that my personal information at Cell C is safe and without risk of being compromised, including being made available to any third party?
Looking forward to your undelayed response.
______________________________________________________________________
Not much hope of them responding within the next 14 days
______________________________________________________________________
Not much hope of them responding within the next 14 days
DV
Daniel V's update08 Jul 2022, 09:29
Reviewer Update
After almost 2 weeks Cell C Exclusive rep**** to my initial email by simply asking if I am receiving my account statements and to elaborate on my requests.
Note: They don't care at all that I have been inconvenienced or that my personal information had been compromised!!!
Note: They don't care at all that I have been inconvenienced or that my personal information had been compromised!!!
So, this was my response this morning:
___________________________________________________________________
Kindly note that your email was expected 14 days earlier.
Because Cell C and Cell C Exclusive failed to respond, I was forced to resolve the matter in-store where I discovered that my email address was tampered with resulting in me not receiving any correspondence for this account from Cell C as well as the fact that security checks could no longer be done telephonically.
Since October 2021 (presumably when the email address was tampered with) I never received any account statements and I had to guesstimate my total monthly payments, despite my emails and phone calls. I made those guesstimated payments promptly every month, but Cell C, even though you knew there was a shortfall, never cared to inform me either telephonically or otherwise.
I would like to know how it is possible that in spite of all the Cell C security measures, you allowed changes to be made to my email address?
I would like to know why during this period when my email address was compromised, it was not possible for Cell C to pick up that the email address was wrong, even though I sent various emails and requests from this email address, and even though the emails you sent to the wrong email address were returned as undeliverable to you?
Since my personal information was severely compromised, I would like to know what Cell C is doing to further protect my information to prevent a recurrence of any such situation as well as steps taken to protect my information from being made available to ************ elements?
In your email you have the audacity to ask me to elaborate on some of my requests whilst Cell C Exclusive (taking almost 14 days to respond) should be the ones elaborating on the poor service they provide and the lack of customer care that is evident!
You are once again requested to send my (monthly) account statements to my correct email address (the one I am using right now), ******x@***.com You also have the option to phone me on ********* straight away if there is any kind of problem. You can even send me a sms!
You are also requested to provide insurance that my personal information at Cell C is safe and without risk of being compromised, including being made available to any third party?
Looking forward to your undelayed response.
______________________________________________________________________
Not much hope of them responding within the next 14 days
______________________________________________________________________
Not much hope of them responding within the next 14 days
DV
Daniel V's updateReviewer Update
12 Jul 2022, 08:50Unbelievable!!!
Yesterday I had a call and email from Cell C Exclusive (2 weeks and 3 days after my initial request). They vehemently deny that my personal info was tampered with ... as if I would call them and deliberately change my own information so that I would no longer receive statements and in future fail all my security checks ...
I maintain, Cell C does not care about their customers and will deny any wrongdoing on their side. They refuse to take responsibility for personal, private information in their possession. Full stop!!
Yesterday I had a call and email from Cell C Exclusive (2 weeks and 3 days after my initial request). They vehemently deny that my personal info was tampered with ... as if I would call them and deliberately change my own information so that I would no longer receive statements and in future fail all my security checks ...
I maintain, Cell C does not care about their customers and will deny any wrongdoing on their side. They refuse to take responsibility for personal, private information in their possession. Full stop!!
DV
Daniel V's update12 Jul 2022, 08:50
Reviewer Update
Unbelievable!!!
Yesterday I had a call and email from Cell C Exclusive (2 weeks and 3 days after my initial request). They vehemently deny that my personal info was tampered with ... as if I would call them and deliberately change my own information so that I would no longer receive statements and in future fail all my security checks ...
I maintain, Cell C does not care about their customers and will deny any wrongdoing on their side. They refuse to take responsibility for personal, private information in their possession. Full stop!!
Yesterday I had a call and email from Cell C Exclusive (2 weeks and 3 days after my initial request). They vehemently deny that my personal info was tampered with ... as if I would call them and deliberately change my own information so that I would no longer receive statements and in future fail all my security checks ...
I maintain, Cell C does not care about their customers and will deny any wrongdoing on their side. They refuse to take responsibility for personal, private information in their possession. Full stop!!