1 reviews | Active since May 2022
Cell C contract upgrading without my knowledge and approval
On the 28th of February 2022, i received a call from Cell C. The guy wanted to know if i wanted to upgrade my contract. I told him i want to leave it as is and have a month to month contract as my contract had expired. He said because i have been a Cell C customer for a long time, he is going to activate a discount for me. My rates will be lower and i will be on a month to month contract the way i wanted. I agreed. This same guy called me a few weeks earlier and said the same thing. At the time, he said i will receive an SMS with the discount details. Which i never did. This second time he called, he actually went through the whole process of getting me to verify some details for him on my contract, including reading him out an OTP number that was supposed to confirm the discount. I reminded him that i do not want to upgrade my contract which he agreed. After the ended, i received SMSs stating that my contract has been upgraded on top up with no phone. I immediately called the Cell C call Centre numbers without being successful. One of the SMSs had a cell phone number that i should call if i did not authorise the contract upgrade, which i called. The lady who answered the call confirmed that my contract was upgraded and gave me a ref. no. that i should use when i do follow up for reversal of the upgrade if i do not want to keep it. I received an SMS saying that i should send an affidavit detailing what happened and also a copy of my id, which i did. i followed up after 2 days as i was told to, and there was no sign of the affidavit that i sent on the system. I sent it again and it was confirmed as received on the 10th of March 2022. I was told that the investigation will take between 2 to 14 days. I am still waiting even today. I have been calling Cell C every week after the end of the 14 days. Every time a call Centre person promise to follow up for me. But there is no feedback from the section that is doing the investigations. I am not even sure if the investigation is happening at all. This whole thing has been a huge inconvenience for me. I used to be on a open line that i limit the calls i make myself. Now i am on a top up and, after 15 years or so of having this contract, had to buy airtime which i never had to do before. Not to mention the embarrassment of the line going dead when i am busy on calls as i am also using my number for business. I need help please to resolve this problem. Even if it is to close this new contract and cut my ties with Cell C.
I will really appreciate any help i can get.
Thank you
Thank you for contacting Cell C.
Our records show that the query is currently with our ***** Department.
We'll have the matter followed up and revert back.
Regards
^MP
Thank you for contacting Cell C.
Our records show that the query is currently with our ***** Department.
We'll have the matter followed up and revert back.
Regards
^MP
How difficult can it be to insert a note on my profile so i can be updated on progress of the case when i call to follow up, or to get the recording of my call and use it to restore my contract or cancel it altogether if it is difficult to restore it to what it was?
I also received an SMS with a new reference number saying the same thing that the other SMSs that i received previously were saying. I am not sure what all this is supposed to say about Cell C as a whole. Surely it can't be that difficult?
How difficult can it be to insert a note on my profile so i can be updated on progress of the case when i call to follow up, or to get the recording of my call and use it to restore my contract or cancel it altogether if it is difficult to restore it to what it was?
I also received an SMS with a new reference number saying the same thing that the other SMSs that i received previously were saying. I am not sure what all this is supposed to say about Cell C as a whole. Surely it can't be that difficult?
We understand that you have been waiting for assistance, however, our team will contact you to provide it.
^MP
We understand that you have been waiting for assistance, however, our team will contact you to provide it.
^MP
The call Centre person who changed my contract details called me yesterday and this morning. He apologised for not explaining what he was changing on my contract including changing my line to top up. He thought i new how the discount works, which I didn't.
To the Cell C lady who called me yesterday afternoon and try to make it like I was the one at fault because the call Centre person explained what he was doing. I hope you will do be better and be honest about what you heard on the conversations that you listen to when you resolved issues in future. The person who made changes on my contract remembered how the conversation he had with me went. He didn't need to be defended by you because you end up being the one who is lying.
Again, thank you Hellopeter.
The call Centre person who changed my contract details called me yesterday and this morning. He apologised for not explaining what he was changing on my contract including changing my line to top up. He thought i new how the discount works, which I didn't.
To the Cell C lady who called me yesterday afternoon and try to make it like I was the one at fault because the call Centre person explained what he was doing. I hope you will do be better and be honest about what you heard on the conversations that you listen to when you resolved issues in future. The person who made changes on my contract remembered how the conversation he had with me went. He didn't need to be defended by you because you end up being the one who is lying.
Again, thank you Hellopeter.