Hellopeter
Share Your Experience
HM
Hina M

1 reviews | Active since Aug 2018

07 Jan 2020, 09:18

Cell C Nightmare

This is my 2nd complaint regarding an ongoing issue. It is sad that Cell C management does not seem to get involved in customer complaints-customer service. After my complaint regarding billing on Hello Peter I had a call center consultant Mpho call me who seemed helpful enough but was later not quite interested. After several calls and e mails I was told that I was overcharged by Cell C and a refund was due (but there is no confirmation as to the amount due or when it will be processed, obvious delay tactics). MIAssist consultant Nonhlanhla confirmed via an email that I will be refunded and that this would be processed within 5 - 7 working days (which she confirmed with the accounts department). On my query, days later, I received an email from Andile that Nonhlanhla made a mistake and this would only be done in 3-4 weeks. Excessive billing amounts were taken off my account promptly and after endless back and forth no refunds are being done promptly. I am being forced to wait for money that was taken off my account without my consent. Code of conduct, customer service, transparency, honesty, ethics, professionalism all seem to be issues in this matter. The indifference of the staff has called for me to now lay a complaint with the National Consumer Commission.

0
Replies (2)
Cell C
Cell C's reply07 Jan 2020, 09:39
Official
Good Day Hina 

Apologies for the inconvenience experienced.

We will follow up on the matter and revert back.

^SM

HM
Hina M's update09 Jan 2020, 14:32
Reviewer Update
While Nonhlanhla has resolved the matter regarding MIAssist and the credit was processed, Mpho Ndlovu has not done anything nor provided feedback regarding the overbilling on my cell phone contract. Mpho stated that he will only be able to assist me with regard to the overbilling and credit due after the last month of the contract payment was made on 28 December 2019. He has since told me that the statement would only be available on 7 January 2020. Mpho has not assisted with anything since nor responding to emails querying the status of this matter. Cell C call center now says I should speak to your legal department since they do not have access to statements for contracts that have been canceled. Why should I run around for funds that were taken off my account without my consent and due to Cell C staff incompetence? Cell C call center staff have blatantly **** to me about the contracts offered for which I was charged a pro rata, then I had to change the contract because it was not what I needed nor what the consultant promised. On changing the contract I was **** to once again about the pro rata amount as well as charges. And then I was billed for a contract that I "supposedly had" for 30 minutes (I did not have nor consent to any such contract (not even for 30 minutes). This complaint has not been resolved and I just cannot believe that Cell C as a business can operate in this manner. I am truly disgusted.