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1 reviews | Active since Sept 2016

09 Sept 2022, 08:31

CELL C FIBRE DISPUTE

I joined CellC Fibre in 2018. I have never had a problem with the connection or the billing of the account, other than the normal outages experienced by most. Fast Forward to December 2021 - what a nightmare. My one router box broke - i had another one so all i had to do was have the ISP reconfigure it. this opened a hornets nest and i find out they have me under Octotel. I thought it was Openserve but who am i to argue - they chose the provider so I assume they know what they are talking about. BUT NO - they do not know what they are talking about. It seems someone in their department put my account to Octotel (who actually dont have coverage in the area i live - finding this out after numerous calls and eventually speaking to a manager at Octotel who tells me this) and now they want to charge me for Octotel and Openserve. I have been fighting with them about this for going on 9 months. They want to charge me failed debit order fees for the last 9 months. WHY. when we sorted out the Openserve/Octotel issue - i advised them my bank details had changed (back in January) and that the debit order needed to come off the new account. BUT no they still try to debit a closed account and want to charge me R70 for each failed transaction. Today i get a sms saying i am handed over for the Octotel amount - which i might add is still an ongoing dispute with Cell C, for R1538 - how is the possible. I get constant emails saying my dispute has been resolved - NO IT HASNT - so i open the dispute again as i want to a proper resolution....... No phone call as promised to date to resolve this at all. CELL C Fibre accounts department are the absolute worst in the world and have no idea what is going on. Get yourself sorted Cell C before handing people over for your mistakes.

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Replies (3)
Cell C
Cell C's reply09 Sept 2022, 08:47
Official
Good day Claire

Thank you for contacting us. 

Please accept our sincerest apologies as we look into this matter. We will contact you shortly. 

^NT
's update10 Oct 2022, 10:21
Reviewer Update
I am again receiving emails with no resolution to my problem from Cell C - all i get when i phone is that their collections department dont have a phone number to contact them on and i must send emails - what is the point if they dont respond on the emails and just close your query saying it has been resolved. WHAT HAS BEEN RESOLVED. i get told a manager will call back - well CellC i am also working and in meetings i cannot wait for someone to call me - when i call you that is when i am available to speak to someone. You have now handed me over for an Octotel account which is still under dispute with your billing department and where no solution has been arrived at that both parties are happy with - how can you do that? I never had an account with Octotel so why are you still billing me for this without an explanation. Your call centre is pathetic - how can you give these poor people no tools to work with - if i am phoning regarding a collections problem then i want to speak to the collections department not to someone who just tells me i have to send an email. How many emails need to get sent before someone does something. It is very sad as i dont have a problem with the fibre service but i have a huge problem with your accounts department, collections department and whoever monitors your emails as they just close them without any resolution. I see that i am not the only person extremely unhappy with the service. I have now cancelled the debit order (hopefully) for the octotel account as you deem it okay to just debit a persons account when you feel like it and i have specific instructions for debit order to my account. but as i have had not clarification from anyone i most probably also cancelled the openservice debit order as well. PATHETIC SERVICE from a provider who is supposed to be so good.
's update10 Oct 2022, 10:23
Reviewer Update
Oh and you want to put a debit order through for the Octotel account i dont have but also hand me over to a collections agency - so you want double payment? shame on you