Cell C - NO WORDS!!!!!!!!!!!!!!!!!!!!!!!!!

The below mail was sent to Cell C on 24th January 2022, since then I have sent many mails, called many times and to date my query still hasn't been changed.

Good day, I don’t even know where to start with how ANGRY, DISAPPOINTED and DONE IN I feel by your company.

On Saturday 15th January 2022, I was taking photos with my Samsung S21 plus which is my upgrade on my CONTRACT THAT I HAVE HAD FOR ABOUT 8 YEARS WITH CELL C when my screen went black. At that point I thought that I had accidentally clicked on the brightness bar on the phone. A few minutes later my phone started ringing and I couldn’t see anything on my screen. Calls and messages came in all day but I couldn’t access my phone at all. I had a look at the internet and read about the same issue from other s21 users and tried what was initially suggested to get the screen on again to no avail.

Sunday morning 16th January 2022, I went to Cell C East Rand Mall to find out what is wrong with my new phone. The agent that assisted me said that it must be a technical fault and he will have to book the phone in. He then told me the device will be wiped clean to which I responded that I am not happy about that as my entire life is on my device and if that is the case then I want a new device from your company cause I don’t want a repeat of this issue. He advised that it could take up to 21 days for them to restore the device as cell c sends it off to a repair centre. This was horrific news as I do not have a spare phone. The agent then asked me if I would like to take the phone to the repair centre myself as it would speed up the process to which I agreed.

Please note by this time it is now 1 and a half days without my device which I use for work as well.

Monday morning 17 January 2022, I was the 1st customer to sign in at SSS Cellular as per Cell C, East Rand Malls instructions. I explained the sudden black screen to them and they proceeded to book the phone in. They too, told me the device will be wiped clean and I agreed because at this point as I didn’t have much choice. My office is 10 minutes away and just as I pulled up they called me on my mobile no – I have had to borrow my daughters phone because I am a woman and I drive to work alone everyday and I need to have some form of contact in case of emergencies. The lady on the phone told me that they could not repair my phone under warranty as I dropped the phone. The more I am telling her that I hadn’t dropped the phone on Saturday and the screen just blacked out but the phone rings, receives messages, my alarm had gone off that morning for work etc she insisted that I had damaged the device which made my blood boil. I do not take anything to alter my personality in anyway, I don’t drink, take narcotics nor smoke, if anything other than what I had told them went wrong then I would not have omitted that part of the story. I collected my phone from them that afternoon and on Tuesday morning I went back to the store. A lady helped me this time and after explaining everything she advised that the screen protector would be removed and the repair centre would not replace it (which I think is unfair as we don’t get these things for free) but I agreed and then she also advised that the device would be wiped clean, AGAIN!!!!!!

The trauma started (and is continuing this very minute). Please see attached communication from cell c. ON Tuesday I got a message confirming the device has been booked in. On Thursday, 20 January 2022 I got 2 smses saying my device is blacklisted and to please call 084 140 and ask for the repairs department. I immediately tried calling 084 140 (proof attached) and every time I called it said the no I called does not exist and I should redial carefully or consult directory enquiries. THIS NO I GOT ON THE SMS FROM CELL C. I then googled the customer care no and have been calling you guys on 084145 (proof attached). Every time I called this no, I had to go through a lengthy process and EVERY CALL I MADE REQUESTING TO BE PUT THROUGH TO THE REPAIRS DEPARTMENT, SOMEHOW THE CALLS KEPT DROPPING. Every time I call back and tell the next agent that the repairs department no is dropping, I get an apology and the exact same thing happened.

Friday I called twice again, the first time, same thing happened when I was transferred. My next call, I requested for the agent who answered, her name was Precious, to please take down my email address as well as my cell no as my account no and to please get a supervisor / manager to please call me so that I can get assistance with my problem. She initially tried to transfer me and only when I lost it with her because I realised that NONE OF THE CALL CENTRE AGENTS ACTUALLY LISTEN TO HELP YOU, THEY LISTEN TO TRANSFER YOUR CALL TO SOMEONE ELSE. NOT ONE PERSON THAT I SPOKE TO WITH EVERY CALL I MADE WAS ACTULLY WILLING TO TRY AND HELP ME. NOT ONE. THAT SAYS A LOT ABOUT THE TRAINNG YOUR STAFF GET. I AM A CUSTOMER OF CELL C FOR MANY YEARS. I HAVE SPENT THOUSANDS AND THOUSANDS OF RANDS ON YOUR BUSINESS. I UPGRADE WITH THE MOST RECENT PHONES EVERY TIME I UPGRADE WHICH IN TURN MEANS THAT I AM PAYING A HELL OF A LOT OF MONEY, TO RECEIVE THE KIND OF SERVICE THAT YOUR COMPANY IS CURRENTLY GIVING ME IS ABSOLUTELY DISGUSTING AND DISAPPOINTING. I HAVE OWNED MANY PHONES IN MY LIFETIME AND MOST OF THEM SAMSUNGS AND THIS IS THE FIRST TIME THAT I AM EXPERIENCING SOMETHING LIKE THIS. YOUR AGENT KEPT ME ON THE LINE, LIKE A FOOL FOR 55 MINUTES AND 15 SECONDS, DOING NOTHING BUT BULL****TING ME WITH STORIES ABOUT HER NOT KNOWING MANAGERS EMAIL ADDRESSES. EVENTUALLY SHE CUT MY CALL. VERY BAD… VERY VERY BAD CUSTOMER SERVICE.

So now, I don’t know how to contact your company so that I can get answers but I know this, I am not letting this go. I pay you guys R900 a month for my phone and the little bit of airtime I get from you as well as data. I also have a data contract with you, that means I have 2 contracts with Cell C. I have my kids with your company and I buy their airtime and data. I have recommended Cell C to every man and his dog as I honestly thought that your company was better than the other networks and I always feel that you have good deals. I have always cheered for your company because I believed that your service delivery is better than others, that’s over now!!! I will never ever again give your business my hard earned sweat and tears. I will never ever again take out an expensive contract with your company. I have never ever been let down by anyone, personal or business, like you have let me down. I upgraded my contract in September 2021 and 4 months later my device goes black and not one person can give me feedback. No one bothers picking up the phone to check why I am not contacting your company and following up on my phone. Back at the ranch I cannot get anyone who knows what they are doing on the line.

At this point in time I am robbing my daughter of her cellphone - which she also needs because I don’t have a phone!!!!!!!!!!!!!!!!!!!!!

Can someone who actually gives a damn about the people who pay their accounts please investigate this matter and call me with all the information regarding this.

I really hope that you guys will treat this mail the same way I have treated your business for many years.

Since I sent this initial email, I have called cell c umpteen times, I have sent numerous emails. I have spoken to a whole host of different call centre staff who to date have not been able to assist me. I spoke to 2 different people in the cancellations department asking that cell c rather cancel my contract and take what I owe them for my current contract from the value of the device since seen you guys are sitting with my device and I have to pay R900 per month which includes the device and the services from you people (which I have been paying religiously for many years) My last conversations with your company was about you re-imbursing me for my device that I had paid for for the time that it has been in your possession. I have no issues paying for my phone or the service you give me but I have a big problem when I have to be paying for something that I do not have. I don't have my device. You guys were supposed to call me with regards to me paying only for my line and calls (everything excluding the device), to date no one has called me and your company has now suspended my line. I cannot even call Customer Care or Collections, NOTHING!!!

Cell C is absolutely off putting. After many years of loyalty, this is the thanks I get!!!!!!!!!!!!!

UNFORTUNATELY I AM UNABLE TO COPY AND PASTE THE PROOF OF MY CALLS AND EMAILS ON HERE.