1 reviews | Active since Jun 2022
Cell C No internet once adain
Well I am back, still experiencing service delivery problems with Cell C. After been with them for almost 30 years they still don’t recognise me. Only when a contract renewal comes up every 2 years or so. Then I seem to pass my security check and get a right tick to all my questions.
I renewed my subscription two months ago after receiving a call from one of their sales people. In retrospect, I should have rather declined and went somewhere else. After receiving terrible service so many times during the past 8 years it seems as if I contracted the dreaded Stockholm Syndrome. I just love them and the abuse. Nevertheless, it was renewed with the same SIM card and everything, as promised, just carried over. Last Thursday my internet just cut of showing “SIM card invalid”.
Contacted their help desk and customer service so many times up to now without any success. Simply because I cannot pass their security check. In other words, I don’t know my name,ID number, address etc any longer. After been with them for almost 30 years? But WAIT, like with any good story there is MORE. They suggested a SIM swap which I then opted for. Again, to my surprise, the card has to be RICA-ed again which I understand. More questions, now going back into banking and bonds I had on houses I sold long time ago. Employer details I worked for more than 10 years ago. Now this is info that I don’t have any longer. Remember this is their security questions, not what RICA registration requires. So, again I fail and the call get abruptly cut with a, “You did not pass, phone again”
So I write an e-mail to customer service and raise a complaint. Also telling them about my experience with their staff. In most cases they are not audible, they lack proper communication in English, there is in many cases a lot of background noise sounding like someone is having an office party (sometimes it sounds like you speak to someone sitting in their kitchen at home?????)
They answer me with the following. case number *** Good day Mr. Alwyn Mouton Thank you for contacting cell c We have received your email regarding sim swap We sincerely apologize for any inconvenience caused Kindly contact our customer care on 084135 for assistance with your sim swap request Please note the timescale for doing the sim swap is Monday to Sunday 7 am to 8pm For any queries kindly contact our customer care on 084135 or send an email to *** Regards Cell C Written Correspondence
Today is the 7th day and dead quiet. I paid on time, and by the way I was told it is for R599 a month no hidden costs. The first account I get is over R800 and not explained. Luckily I pay cash monthly. So what do I need to do? I think I must just simply cancel this service and keep my blood pressure down.
After one of your friendly representatives phoned me yesterday morning I told her my end of this horror story again. My SIM card that's been working since the inception of my 3 year contract in 2021, suddenly stopped working last week Thursday.
I phoned numerous times on your help line and explained the situation and without any resolve. I was told by one to do a SIM swop which I tried, I bought one and phoned again for it to be activated. I was asked the normal questions to verify my identity. Then I was asked a number of questions to RICA the card which I have by now “failed” miserably more than 10 times. The line of questioning is vague and non-relevant. For instance, “Have you ever had a bond with SA Homeloan”, or, “What is the name of your spouse”. The latter is totally irrelevant as I have been married thrice, so which one do you want? I haven’t been married for the past 4 years, besides I thought to RICA means to verify someone’s identity, current address, banking details because it’s FICA-ed and anything that is relevant now. Or are you interested in applicants details of years ago, in the long forgotten past. And by the way, my address still shows as 15B White Street Wo******y which I have “changed” with your friendly and helpful representatives numerous times that still hasn’t been changed. So I gave up on that and when asked for my address I still give that one, just as to pass the security questions for quality purposes I’m told. Then every time, like yesterday I again failed to pass RICA questions and been told by your representative, like a teacher talking to a Grade 2 student, “ I can’t talk to you any longer but will phone you back in 2 hours, maybe you’ll have the correct answers then.” I am no schoolkid any longer to go and do homework and come back to pass your exam. That ‘s why I am not answering any call from you at this time. Let’s put it mildly, it’s no good for my health speaking to you at this point in time. Go draw your recordings and experienced the incompetence of your staff and seemingly crazy system to RICA a card. You have had my info since 2001 so I do understand that you have to check up if I am still who I say I am. Surely not ask information on who I was but where I am at now, the present.
Been involved in the tech industry for many years I know why my card is not working any longer. Someone has deactivated for whatever sinister reason like from before. Cut my service as you have done many times when your accounts department added extra fees to my account which I obviously refused to pay. So it’s not necessary for a SIM swop, Just speak to your admin staff. I am fully paid up and kept to my side of our agreement like I have been doing since 2001. I have renewed reluctantly two months ago but were ensured by your sales lady that this time it’s going to be different. But it’s not. Looking at the number of reviews on this site indicating a one star rating to the five star ratings is like comparing the population of Australia to China.
You have got a fire in the engine room and you should pay attention to the alarms going off. I give you a last opportunity to resolve this as I cannot run my business on such erratic service delivery from you as a service provider. You don’t need me to do it, you have got all the means in the world to reinstate my service. If it is not done within the next 48 hours, this is not a threat by any means but a promise, I shall regard our relationship as over and done. You can write this months payment off against my account as I never had a service.
Kind Regards
A J Mouton
After one of your friendly representatives phoned me yesterday morning I told her my end of this horror story again. My SIM card that's been working since the inception of my 3 year contract in 2021, suddenly stopped working last week Thursday.
I phoned numerous times on your help line and explained the situation and without any resolve. I was told by one to do a SIM swop which I tried, I bought one and phoned again for it to be activated. I was asked the normal questions to verify my identity. Then I was asked a number of questions to RICA the card which I have by now “failed” miserably more than 10 times. The line of questioning is vague and non-relevant. For instance, “Have you ever had a bond with SA Homeloan”, or, “What is the name of your spouse”. The latter is totally irrelevant as I have been married thrice, so which one do you want? I haven’t been married for the past 4 years, besides I thought to RICA means to verify someone’s identity, current address, banking details because it’s FICA-ed and anything that is relevant now. Or are you interested in applicants details of years ago, in the long forgotten past. And by the way, my address still shows as 15B White Street Wo******y which I have “changed” with your friendly and helpful representatives numerous times that still hasn’t been changed. So I gave up on that and when asked for my address I still give that one, just as to pass the security questions for quality purposes I’m told. Then every time, like yesterday I again failed to pass RICA questions and been told by your representative, like a teacher talking to a Grade 2 student, “ I can’t talk to you any longer but will phone you back in 2 hours, maybe you’ll have the correct answers then.” I am no schoolkid any longer to go and do homework and come back to pass your exam. That ‘s why I am not answering any call from you at this time. Let’s put it mildly, it’s no good for my health speaking to you at this point in time. Go draw your recordings and experienced the incompetence of your staff and seemingly crazy system to RICA a card. You have had my info since 2001 so I do understand that you have to check up if I am still who I say I am. Surely not ask information on who I was but where I am at now, the present.
Been involved in the tech industry for many years I know why my card is not working any longer. Someone has deactivated for whatever sinister reason like from before. Cut my service as you have done many times when your accounts department added extra fees to my account which I obviously refused to pay. So it’s not necessary for a SIM swop, Just speak to your admin staff. I am fully paid up and kept to my side of our agreement like I have been doing since 2001. I have renewed reluctantly two months ago but were ensured by your sales lady that this time it’s going to be different. But it’s not. Looking at the number of reviews on this site indicating a one star rating to the five star ratings is like comparing the population of Australia to China.
You have got a fire in the engine room and you should pay attention to the alarms going off. I give you a last opportunity to resolve this as I cannot run my business on such erratic service delivery from you as a service provider. You don’t need me to do it, you have got all the means in the world to reinstate my service. If it is not done within the next 48 hours, this is not a threat by any means but a promise, I shall regard our relationship as over and done. You can write this months payment off against my account as I never had a service.
Kind Regards
A J Mouton