Cell C not assisting in sorting out their mess

<p>Dear Cell C</p> <p> </p> <p>I have been a happy client of yours for the last seven years.</p> <p>I recently (25-05-2017) went to open a new bank account at FNB and transferred my salary and debit orders to this account. So I was amazed that on the 05th Of June I still did not receive an SMS stating that my new ATM card has arrived at the branch. So off I go to the branch.</p> <p> </p> <p>After getting my ticket and waiting at the branch it was finally my turn to walk up to the cubicle and be served. AND Served I was!</p> <p>After about an hour of internal phone calls the lady assisting me finally got through to her ***** department and they explained to her that Cell C has reported my ID number as an ID number to watch out for as it has been used to open two contracts with them. They advised her that we need to get a letter from Cell C stating that those other two accounts is not mine and then the bank can submit it to their departments and I could get access to my funds. This really amazed me as I have been a Cell C customer for seven years. For the life of me I could not figure out how they could use my ID number with different names and still get a contract as “ Surely, I hope” that they check ID’s when someone applies for a contract from them and then surely my identity number should have been flagged and someone with two eyes in their head would have seen that the names with the existing contract holder and the application for the contracts does not add up.</p> <p> </p> <p>ANYWAYS</p> <p>So the friendly and helpful assistant from FNB is on the phone for hours with the different departments within Cell C and being transferred from one department to the other. With no one having the knowledge or capabilities to help. Just advising that they will put her through to the person that will be able to assist with the letter and that would be the legal department and they would put us through. PLEASE HOLD.</p> <p> </p> <p> </p> <p>The bank CLOSED and we were still on hold 3 hours since initial contact with Cell C.</p> <p>I then proceeded to call back using my Cell C account and spent another 30minutes on hold AND THEN!>>>>>>>> the “legal department” telling me I have to contact their ***** division which closes at 4. An hour ago.</p> <p> </p> <p>THE NEXT DAY…</p> <p>First thing on the morning of the 6th of June I contacted Cell C customer care to get through to the ***** division, I was assisted by a friendly gentleman who knew basically what I was talking about and assisted me kindly. After explaining the urgency of this issue to him he said I will be contacted by a member of the Cell C legal department by 13h30 to assist with the letter and if no one calls me should call back and reference the case number that was issued to me. (This was confirmed with an SMS sent to me)</p> <p> </p> <p>And so nervously I carried on with my day. Thinking maybe that was all just a stunt to get me off the line.</p> <p>13h30- I call 084140 go to customer care confirm details- explain whole story- Give case number- On hold- Call Cut.</p> <p>Call Back – 084140 go to customer care confirm details- explain whole story- Give case number- ask to be put though to legal department- get a number ********** 200- instructed to call this number as this is the direct line to their legal department who would assist.</p> <p>Dialed the number… AND GUESS WHAT? ITS CUSTOMER CARE BASICALLY.</p> <p> </p> <p>As any proudly South African would be at this time since its 15h30 and being shunted around like I am a hot potato, my blood was boiling and I am not as cool calm and collective I was in the morning having full confidence in Cell C that this would have been sorted out on this day. It wasn’t and the day is almost over. Blood boiling.</p> <p> </p> <p>I called again. 084 140- customer care- confirm details- explain whole story-give case number- on hold- legal department</p> <p> </p> <p>Explain the whole story to the lady again, explained my frustrations and that I started with this department 24 hours ago and have been sent threw all 7 off a ***s stomachs just to be here again.</p> <p> </p> <p>Guess?</p> <p> </p> <p>They said I must go back to the ***** department because they can’t see why they must write a LEGAL letter as this is the ***** departments case! I then asked for someone who could assist me as I was being sent in circles. I then realized there is absolutely no one that can help within Cell C. They askd me to hold on and then, put me on hold for another hour!!!! and then the rating of service from 0-5 came on and the call cut their after.</p> <p> </p> <p>It has been a day in a halve of absolute misery as I do not have fuel in my vehicle, I have not paid rent, water or lights, have no food to feed my kids yet I have money in my account that I can’t use because Cell C is an *********** selfish organization.</p> <p> </p> <p>Still No Letter and no idea where to get it from!</p> <p> </p> <p>This is totally unacceptable for Cell C to report my Id number for ***** and never contacted me their loyal customer to inform him what was happening. It is totally unacceptable from Cell C to allow for someone to use my ID number to open other accounts! It is totally unacceptable for Cell C to not have proper systems in place to prevent *****. It is totally unacceptable from Cell C to not have a division to sort out the **** that they created in the lives of their loyal customers.</p> <p> </p> <p>I am currently seeking legal advice in this matter as this truly is having a negative impact in my life all due to Cell C’s ********** and *********** conduct.</p> <p> </p> <p> </p> <p> </p>