Cell c bad experience

I have never been so badly treated and worse being misled by a consultant who is to be entrusted with giving us proper service and advise yet I got complete the opposite from all Cellc staff.

We went into a branch into a Cellc Branch in Ermelo around APRIL, where we sat with a consultant to assist us in getting a 2 contract cellphone deal, we specified all the things we needed and also mentioned as to how much our limit should be (R500 - R550, phone space, Google access as I work mainly using it etc.)

the consultant gave us the impression that she understood our needs and thought she would advise us accordingly but only to find out what she did was to create a mess and a nightmare for us....

Below is the email and correspondence as to what had happened. What I have learned is that Cellc does not care about customer service, they do not take clients seriously, they impose their final say on a client with a say and they do as they please without your consent and this goes against POPIA ACT.

Email 1: Contract phone (2x Huawei R549 pm) *** We went to Cellc Branch mid April in Ermelo offices to apply for a contract phone for me and my partner. My partner wanted us to have phones that will allow us to communicate and have data so we were very specific with the consultant by the name of Samu and also informed her that we need a phone with GOOGLE app(I use Google for work purposes) yet he assured us that the phones she suggested for us have all that we want. I remember we specifically told her that she needs to be as transparent as possible cause we don't want any surprises that we lead us to a cancelation due to misrepresentation or finding out that we and now billed for something we were not informed about. Then she set with me down as my partner had to attend to something. But before he left he asked that the price we see there will be the price we will be billed for, Samu's reply was "Yes, but for the first month it will be more because of the sim cards activations which was Sixty something rands. She proceeded with me and asked on which colour we want for the phones whiles punching the information on her PC.. After that she printed a 1-page paper and asked me to sign as she summarized what we had initially asked, she fetched the phones asked few questions and that was it. Happy to have received our phones but surprisingly the paper I had only have few information on it especially the billing part was not on it only the second sim information. Before I left I made the same remark say that I hope I won't be back to complain, smiled and left. Now what we thought we had was never the case, the first deduction took over a R1000 pro rata and thought it was strange (as we started the contact mid April) then May and June deduction followed with deductions that didn't make sense as to what we were told.. In May I made contact with Samu the Cellc consultant cause I had discovered that I cannot call my partners number, when I asked her about it it was only then that she had revealed that the other sim is only for data not calls and that did not sit well with me and my partner after I had informed him of this, yet we were also experiencing issues with the phones erasing our save documents and pictures (formatting itself) both phones. Now coming to the Google part, the phone DOES HAVE GOOGLE.. But she body said to us it does. Now seeing that all this is inconveniencing us and we see that we were actually mislead by been giving misleading inform just to conclude a sale trusting Cellc that would give us what we needed as we were clear from the start but only to find out we were sold false information. If you can go through my contract statement we are paying for something that I cannot even use "Cellc minutes" cause I don't have Cellc clients to call and thought I will be able to communicate with my partner rather, to me It really doesn't make sense that we would go into a store which we think has competent staff that knows their products yet feed us incorrect inform in order to conclude a sale. I mean why would one take out a contract that they wouldn't be able to use fully? I then contacted your center also where I was transferred from pillar to post (see attached Pic?) When she was confronted about the entire issue she just when silent.. I would like to request that if a solution is not found for us being inconvenienced then can the contact be canceled as it was a misrepresentation case. It is hardly 3 months... Please advise. Thanks

Cellc response: Thank you.

We were able to obtain the number from the attached picture.

We will handle the issue with the store. Please note that there may be limitations to the possible solutions due to the amount of time that has passed since activation. For contracts that are arranged online or over the phone, customers have 7 days to evaluate the device and can contact Customer Service to arrange for a return and replacement or cancellation if they are not satisfied. Customers who apply for a cellphone contract must test and evaluate the device at the store before leaving.

We will reach out to assist with resolving the issue on numbers *** and ***.

Best Regards ^NZ

Email 2: Good day, I trust you are well.. Kindly find the attached recordings (will send recordings separately) from the Ermelo Branch team as I was advised to visit them to sort out my issue or resolve it... Honestly, I am not happy with Cellc and its service. They are not customer orientated or client centric. I've been sent from pillar to post, as you can hear from the recordings. Tema tried to assist but also did not seem to have the full story which I thought when she was calling me, she had on the 18/08/2023 when I went into the Branch, she then said I must wait for the guy Thuso who had been dealing with the issue (also as well not understanding my query). This is the same guy who said I had agreed on an option he offered before that I know nothing about and when I confronted him, he just swept it under the carpet, he does the same in the recording as met him on the 22/08/2023. Thuso was imposing his options on me without listening to my frustrations, he kept on saying "yes yes", but would just continue speaking. This is not where I would want my money to go to monthly for a service I am not satisfied or happy about, this makes me question the level of service this Branch is offering to clients if us as customers cannot be heard and taken seriously. Had this issue been dealt with in the first place I wouldn't be here. I have all the proof that was requested and had raised issued with the time frame but because of their ignorance or incompetency I must now suffer. I asked them about their cameras to get a footage to use as evidence as to what had transpired on the day, Thuso made up some story there as well as pointed out in the recording. Thuso's aim was not to assist me it was to just let me roll over and take whatever he says because he kept on telling me or rather showing me how much I will have to pay if I cancel the contract, thinking that he would intimidate me by so saying. I am prepared to go to any length if I'm not assisted by Cellc to sort my matter out. Cause another thing is that deduction that I never agreed on are being going off my account since this matter is prolonging and then I'll be told that it is not valid. I ask again as to what needs to happen as another month is approaching and no one seems to get this matter sorted accordingly with fairness.. I'm always forfeiting minutes that I don't use but being charged for... Honestly not happy at all.. (I have proof and voice recording of how they handle their complaints).

Cellc response:

Good day Thokozile, Thank you for reaching out to us. We're sorry to hear that you feel this way about our service. We strive to provide the best possible customer experience, and it's important to us that you have a positive interaction with our brand. We have referred the matter back to our Team and you will be contacted for further assistance. Regards ^GN Hi Thokozile,

I have escalated the case to the store

I'm waiting for feedback from the store

Email 3:

Good day,

I hope now you see the frustrations I have to deal with now again the whole thing about a cheaper option has been turn around but when I spoke to you something different was communicated to me regarding the minutes yet I see no mention of it. Your stories do not match and this is what I was referring to from the begin, evidently so it has now been proven.

Your service as Cellc is poor honestly..

T .Khanyile

From: Thuso <***> Sent: Saturday, September 9, 2023 10:23 AM To: Thokozile Khanyile (RetailMass) <***> Cc: 'Ofentshe khumalo (Contractor)' <***>; ***; 'Ermelo' <***> Subject: [EXTERNAL] Thokozile Khanyile - *** | Not happy with device + Cancellation Importance: High

Hi Thokozile,

Please take note that after cancelling your data sim card you will be left with 1 contract which will cost you R549 for the two phones ( 2x Huawei Nova Y70 plus) we can’t change the deal because the new packages are more expensive,So the contract will stay the same.

you have been using the data sim card for 5 months (R63 X 5Months = R315) the store will refund you the whole amount.

Please kindly send banking details.

Email 4 and Cellc response: Hi Thuso,

Please see the below

OFENTSE KHUMALO SOCIAL MEDIA SUPPORT CONSULTANT

Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch

www.cellc.co.za OFENTSHE KHUMALO (CONTRACTOR) 0

***

Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch

www.cellc.co.za

_____________________________________ From: Thokozile Khanyile (RetailMass) <***> Sent: Monday, September 11, 2023 3:04 PM To: Ofentshe khumalo (Contractor) Subject: RE: [EXTERNAL] Thokozile Khanyile - *** | Not happy with device + Cancellation

Hi Ofentshe, In his email he does not even mention the part for the part which you advised that I could migrate to a package that has not Cellc to Cellc minutes and ONLY mentioned the sim cancelation. I cannot be put on a corner for something I am not happy with and was not happy with in the first place. As I customer I am not put first here again.. Where is the Highlighted part being mentioned by the Branch as an OPTION.? T Khanyile From: Ofentshe khumalo (Contractor) <***> Sent: Monday, September 11, 2023 7:12 AM To: Thokozile Khanyile (RetailMass) <***> Subject: Re: [EXTERNAL] Thokozile Khanyile - *** | Not happy with device + Cancellation Hi Thokozile, Please see the below highlighted screenshot. You advised that you wanted a lesser package which I advised you that we can migrate you to a package which does not have Cell c to Cell c minutes, Which the cheapest is R99

Email 5:

Good morning Ofentshe,

I trust this email finds you well..

Can I request that I get communication via emails as requested and due to the fact that sometime last week the same consultant who initially mislead me contacted me and was very rude on the call, she even hung up, just like that. So, I am not going to be taking calls from Cellc to be disrespected as a customer. Can we please utilize this form of communication, and I am still waiting for the options to be sent to me as I only received the ONE, I was told about cancelation and have not responded to it cause there is no options to choose or select from.

Cellc response:

Hi Thokozile,

These are options

Its R550 your monthly installment plus the package you wish to take, so if you will take elevate one it will be R669

You advised that you do not want the connecta sim card as you are not able to make calls, Please also be advised that the line has been moved to prepaid so the Cell c to Cell c minutes can be used to call the connecta sim card

Regards

Email 6:

From: Thokozile Khanyile (RetailMass) <***> Sent: Saturday, September 16, 2023 9:16 AM To: Ofentshe khumalo (Contractor) Subject: RE: [EXTERNAL] Thokozile Khanyile - *** | Not happy with device + Cancellation CAUTION: This email originated from outside of Cell C. Please do not open attachments or click on links within the email, unless the sender is known, and the content is safe.

This still does help me as I questioned that I do not want the Cellc-to-Cellc minutes yet it is still over looked cause I won’t be using them at all as I have not been using then in the past as shown in your records.. You on telling me what you going to be doing each time and not assisting me with my concern, I had asked as well about my refund, and I see nothing mentioned about it her.. There are so many things not right about your service and my concern is that Cellc’s actions are violating POPIA ACT as you doing things with a customer’s consent.. There’s a huge difference in discussing something and agreeing to something.. I still repeat I WON’T BE USING THE CELLC TO CELLC MINUTES AS THEY ARE NO USE TO ME SINCE FROM THE START...

Now As I ask this question again, where am I placed as a client cause when you instruct them to cancel and take their phones they just tell you about what you will owing them and yet the problem lies with them initially, just because they are failing to listen to the client and want their word to be final. Yet they are deducting from my account.. They even become arrogant in telling me that they need to close the case which I clearly stated that I am not happy about just because I must agree to their terms.

Bad experience.