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thaakirah R

1 reviews | Active since Apr 2018

10 Apr 2018, 15:10

Cell C contract cancellation

Good day I require immediate assistance with regards to the extremely bad and *********** customer service provided regarding the cancellation of my contract by Cell C.

The timeline is as follows: • 25 March 2018-I took out a data contract at your Cell C branch in Canal Walk (lower level) • I was totally misinformed by a staff member at the upper level store as to the features and benefits of this deal and took out the contract based on his feedback • I contacted tech support the following day to assist me in setting up the devices where I discovered that I was not given the correct information • I then decided to cancel my contract immediately due to the misinformation • 28 March I returned all the equipment to the Cell C store (lower level) • I was advised by Ishmael Mahomed at the store that I will receive an email in 24 hrs confirming the account is cancelled-this did not happen • I contacted Cell C again on Good Friday but was advised there is a backlog and I should receive it in the next week • The next Friday I contacted Cell C again, spoke to 3 departments explaining myself over and over but to no avail • Finally I spoke to a Supervisor who said I will get a call in 24-48 hours • It is now 10 April 2018 –I am yet to receive a phone call, email or SMS regarding this matter. • The service is absolutely pathetic and I’m the one that must phone around in my working hours, drive to cancel walk, taking time out of my work to sort this out. No-one will even call me to update me • I received a reference for the call back ref: ********** 306.. No-one is willing to help me.

I merely want proof that this contract has been cancelled before I get billed or a deduction is made from my bank account *******ly. It should not take a month to send proof of my contract cancellation.

0
Replies (3)
Cell C
Cell C's reply10 Apr 2018, 15:26
Official

Good afternoon Thaakirah

We apologize for the manner in which this matter was handled and for the inconvenience caused. This is not the norm or standard of service we want for our customers.

One of our team members will contact you and assist.

Regards

Cell C | PN

Best regards,

tR
thaakirah R's update30 Apr 2018, 17:01
Reviewer Update
Once again Cell C has been utterly pathetic in the handling of my case • After the complaint above I received an email from Lungile Ntuli confirming that the line was cancelled on the 11/04/18 • Wow ,finally they did something right!!!Yippeee!! • My euphoria was short-lived because around the 18/19 April 2018 I called in about the other prepaid contract I have with Cell C and lo and behold I was told I was in arrears on the supposedly cancelled one.(arrears???WHaaaaat????) • I advised the agent I have proof of cancellation of that contract dated 11/04/2018 and they should not deduct. • 20/04/18 Cell C went ahead and deducted R1182.00 from my account without my permission.(How do they even deduct anything if I never used the service?) • I had to go to my bank to dispute the debit order (more of my time and money wasted) • I called back that evening and found that my contract was in fact still alive and active hence their deduction.(almost a month after I was told it was cancelled initially at the store) • I spoke to Kwele Khumalo manager on the graveyard shift who advised that my complaint will take 24-48hrs. • About a week later 25/04/18 I was contacted by Cell C and told that I made use of the data contract since the 25/03/18 and was liable for the charges. • I advised this agent that I could be as I could not login to the service since 25/03/18 hence me contacting their tech support for assistance (I have email proof from Black support team) • It was during this conversation I advised them not to deduct as it would be without consent as I returned the goods and SIM card without making any use of the product. • They went ahead the same day and deducted 2 payments from my bank account again (more stress and anguish-another dispute with my bank) • On Friday 26/04/18 I spoke to an agent at Cell C as there was” no managers around” who then advised that my complaint has been closed . • This without feedback or resolution offered to me as the disgruntled customer????How??? • I was advised I will be called back with feedback on the same day but this was not done.(common practice at Cell C it seems) • I am still waiting on this call and once again no one at Cell C is taking responsibility for this pathetic service I’m getting Please help I am at my wits’ end with this company
tR
thaakirah R's update30 Apr 2018, 17:02
Reviewer Update
Once again Cell C has been utterly pathetic in the handling of my case • After the complaint above I received an email from Lungile Ntuli confirming that the line was cancelled on the 11/04/18 • Wow ,finally they did something right!!!Yippeee!! • My euphoria was short-lived because around the 18/19 April 2018 I called in about the other prepaid contract I have with Cell C and lo and behold I was told I was in arrears on the supposedly cancelled one.(arrears???WHaaaaat????) • I advised the agent I have proof of cancellation of that contract dated 11/04/2018 and they should not deduct. • 20/04/18 Cell C went ahead and deducted R1182.00 from my account without my permission.(How do they even deduct anything if I never used the service?) • I had to go to my bank to dispute the debit order (more of my time and money wasted) • I called back that evening and found that my contract was in fact still alive and active hence their deduction.(almost a month after I was told it was cancelled initially at the store) • I spoke to Kwele Khumalo manager on the graveyard shift who advised that my complaint will take 24-48hrs. • About a week later 25/04/18 I was contacted by Cell C and told that I made use of the data contract since the 25/03/18 and was liable for the charges. • I advised this agent that I could be as I could not login to the service since 25/03/18 hence me contacting their tech support for assistance (I have email proof from Black support team) • It was during this conversation I advised them not to deduct as it would be without consent as I returned the goods and SIM card without making any use of the product. • They went ahead the same day and deducted 2 payments from my bank account again (more stress and anguish-another dispute with my bank) • On Friday 26/04/18 I spoke to an agent at Cell C as there was” no managers around” who then advised that my complaint has been closed . • This without feedback or resolution offered to me as the disgruntled customer????How??? • I was advised I will be called back with feedback on the same day but this was not done.(common practice at Cell C it seems) • I am still waiting on this call and once again no one at Cell C is taking responsibility for this pathetic service I’m getting Please help I am at my wits’ end with this company