Cell C - Failed Customer Experience x 3

Firstly just to advise, I am a Customer Experience Manager. So I know what Exceptional Service looks like and unfortunately this is not what I have received from Cell C on more than one occasion and it is very disappointing. To a point that I want to cancel all 5 contracts and move to a different service provider.

1. I called into the Call Centre to advise the brand that I purchased the WhatsApp bundle. It did not activate and I advised the consultant. I asked her someone call me back the morning. No one took the time to call back or even send an email to acknowledge that was received.

Root Experience Failure: Call Centre Agent failed to escalate the request of a customer resulting in query remaining in attended and not resolved (More than 2 Months)

2. Called in again to advise them that data is being used without me actually using data. Spoke to a lovely consultant who advised me she could see that my data was being used at a higher speed. I was told that I would be reimbursed. I was told someone would call me.

No one called back but I got an sms saying the issue was resolved?! My question is what exactly was resolved if no one even checked in with the customer.

Root Cause Failure: Failed End To End Query Management twice - Call Resolution took place without resolving the customers financial loss and without calling customer to advise on what the issue was and to apologize for inconvenience.

I received a message about the service and responded not happy no response. This is truly unacceptable and I am highly disappointed in the lack of attention to the services to long existing clients who pay monthly.

It is absolutely poor service.

3. I cancelled my contract and was told that it was cancelled by the very same consultant yet Cell C is charging me for the full contract.

Based on the above Cell C has breached quite a few aspects of the Customer Protection Act and if they don’t take accountability for their failure and resolve the frustration as per above.

Based on more than one thing they are liable and have not met their commitments- I do believe it is within my right as a customer to seek legal council.

It may seem petty to some - but what may be petty to some may be life challenging for others.

How to resolve this query properly:

1. Source all recordings for number: ********** 800. 2. Listen to the most recent calls within the past 3 months. 3. Provide me with a detailed breakdown of why my data was moving at a higher speed. 4. Advise me how much data will be reimbursed as this problem has been coming for a while. 5. Advise me on my account and when they going to correct in and how are they managing my inconvenience.

Once you have a Resolution of the above please call me and this should not take more than an Hour as this can be solved within that SLA if you are customer centric.

I’m a human - I expect feedback and I am really just very up satisfied with the experience.