Cell C, CAN I HAVE ASSISTANCE FROM SOMEONE WHO WILL BE ABLE TO HELP ME, AND NOT GET AGGRESSIVE OR ANGRY OVER THE PHONE?

<p>Good day </p> <p>My name is Adriaan Hendrik de Witt ID 940 ********** 086, an existing customer of Cell C since 2013. My iphone 6 got lost and ****** on Saturday morning 30/07/2016. I realized that my phone is not with me at approximately 07H00 am. Thus the time I started searching for the phone. Without any device I can’t make any calls, as I live alone in a flat, I went and retraced all my steps and could not find the missing phone. I live in Gauteng, all my friends live in Mpumalanga and Pretoria. Living alone it is difficult to contact any relatives or friends. I managed to arrange transport to a friend staying in Delmas. I waited in front of his house until he arrived. The call to Cell C was made from his phone on the 31/07/2016, to blacklist the phone and number. Cell C assisted me with the process, asked when the phone was last used by myself etc. The call representative from Cell C was requested to blacklist the device I used. The lady from Cell C did not do her job as requested and did not blacklist the simcard immediately. The sim was not blocked or blacklisted. I was not made aware of any transactions occurring on my account at this point. There were still purchases made on the 1st of August.</p> <p>A few weeks pass, and I manage to borrow another device from my brother for use. I go to the nearest store and buy a new sim card from the Cell C store. The employee assisted me to do a sim swop, so that I can use my account number and my benefits that I pay for each month.</p> <p> The sim swop was done and I was advised that I could use my phone within 4 hours. Thereafter I switched on my phone and tried calling relatives. There was an automated recording that stated that my account has been suspended on the first of August 2016. Three days after I blacklisted my phone and according to my knowledge at the time my sim card as well. I called the call center to find out why my account was suspended and they told me that it was suspended because of high usage. The sim card was never blacklisted on the 31/07/2016, and multiple data bundles was bought on my Cell C account when the phone was ****** and recorded as “black listed”. The call center was contacted with an alternative number to start sorting out this Bill Dispute. Cell C could not assist me with the problem at hand, the representative insisted that any purchases occurring on my account before the blacklist call was made on the 31/07/2016, will be accredited on my account and I will be held liable for the data bundles purchased. The bill is more than R9000 in total for all the bundles purchased. The call centre representative got agitated and aggressive during the call to Cell C and not helpful at all while I was trying to try sort out this problem.</p> <p>I had to ask the person to calm down and she literally took a minute to calm down before we continued trying to solve the problem. I feel it is unacceptable for a Cell C representative to get angry or aggressive during such calls. The fact that I had to ask the lady to calm down is also unacceptable. The problem has since not been resolved. I have requested the voucher numbers of all the bundles purchased so that we can track these vouchers and find out what they have been used for so that I can prove the purchases was not done or authorized by me. Cell C does not want to give me this information and the data bundles bought in total was 200 gigs. How does one get authority to buy such large amounts of data using a self service center? Not identifying the caller or the person requesting this data. If this data is still on my account why does Cell C not want to assist me in canceling these data bundles? Cell C in general only states that the fault did not come from their side and that they are sorry for my phone getting lost/******, and that I had to contact them immediately. They do not care that I did not have access to a phone to call Cell C, and that there is no relatives or friends nearby who I can get in contact with to be able to call Cell C. I find this very ******** from the Cell C side and that they should look at the matter and the circumstances. I mean if I was alone in the desert and got ****** and they spent 200 gigs on my acc, how do I call and blacklist the phone immediately? Do I as an engineering student just create a phone to call them and hope that they do blacklist my account and phone?</p> <p> This is a very sensitive case and the fact that Cell C team leaders cannot put me through to higher management to resolve the problem, states the Cell C does not care about their customers. I did not receive any emails from Cell C billing department to state that these bundles were bought on my account. Cell C stated that they tried to call me on 1st August to confirm my account suspension. This proves that Cell C employees does not do their jobs when asked to blacklist the sim card and phone. Cell C stated that they will pay all the transactions that occurred after the call was made to blacklist the phone. This is only a small fraction of the big amount.</p> <p>Why on earth would I buy all the bundles, then go and blacklist the phone and sim, and then the day after go and continue buying more bundles. I have Wi-Fi at home and never in the history of my account with Cell C have I ever spent more than even R1000 on my account, never the less 200 gigs. I want Cell C to open an investigation to whom and where these vouchers went to, I know Cell C can tract this, and I want to know how Cell C will resolve this problem. There must be some confirmation from the service provider when the bundles got activated and used to confirm that these bundles were actually bought, and why does Cell C not supply this information to their customers? Is this because they are doing this internally ripping people off? Was this incident an inside job on Cell C side?</p> <p>Cell C stated that I could have gone to a pay phone the moment I assumed the phone got lost and contacted them. This does not even remotely make sense. South Africa have less than 45 000 payphone situated across the whole country. Finding a payphone at my residential area is nearly impossible. Cell C cannot expect their customers to know exactly when the phone got lost and if so be able to go and find an alternative way of contacting them immediately. I could only get to my friend on Sunday after gaining access to transport for the trip.</p> <p>Cell C does not care to listen to anything I say or try and understand the situation. I understand that Cell C has policies etc, but when I ask for the ***** departments number Cell C states that they can only contact the customer, and that there is no means of the customer contacting Cell C ***** department.</p> <p>I have never experienced such a problem with Cell C, and I want to know how they got to R9K as the limit on my contract. Thus also providing me with means that Cell C internally authorized these transactions.</p> <p>Data Bundles bought was 11 x 10 gig data bundles, 4 x 20 gig data bundles and 2 x 5 gig data bundles. This is outrageous and impossible for any one person to use in less than 5 hours the bundles bought expired on the 31/07/2016.Which means that the person had less than 24 hours to use these bundles. This is a serious case. I do not even earn this much as the bill states, how can this be legal for Cell C to just increase the bill without proper confirmation who the buyer of the bundles actually are, when buying such large amounts?</p> <p>I want someone from Cell C who will be able to assist me in this matter. I am fed up talking to the customer care service and not getting any satisfaction or any assistance. Does Cell C have someone to get through to? If so can that person please contact me with regards to this matter? I do not believe Cell C cannot trace these bundles and not care about whether I purchased them or not. I NEED ASSISTANCE WITH THIS CASE!!</p> <p>I hope that someone will attend to this problem ASAP. I will not advise anyone to use Cell C as their service provider given my experience recently with them. WHERE IS THE CUSTOMER SATISFACTION?</p> <p>Contact me urgently on ********** 415.</p>