Cell C Pathetic Service

<p>I am emailing regarding the pathetic service received from your call centre staff and supervisor on duty (Amos Khoza) at 6:35pm on 11/05/2016.</p> <p> </p> <p>I made a call yesterday to your call centre for assistance with black listing cell phone number ***. The user of the cell phone my brother Nicholas Jess Govender was held up and ****** of his cell phone at 4:30pm yesterday afternoon whilst walking home after school.</p> <p> </p> <p>We went through to open a case of ******* however were not able to do so without a reference number stating that the sim card was blacklisted. This will hinder the claim from the Insurance as we only have 48 hours to report the incident.</p> <p> </p> <p>I spoke to one of your call centre agents at customer service (084 140) who advised that he is not able to assist me with blacklisting the sim card as it was not registered to a specific user as the sim card is a pre-Rica sim card and we need to go into a store as he cannot assist. The sim card could not be used so my brother had to Rica the sim card which was done a week ago. I requested the consultants name before he transferred me to the supervisor, my request was blatantly ignored.</p> <p> </p> <p>Considering the urgency and trauma of the matter I requested to speak to a supervisor which is when I spoke to Amos Khoza. If anything I wonder how on earth this man can be working in customer service, he has no empathy whatsoever and concentrated on following processes the entire conversation. I understand processes are important however he was not dealing with a robot he was dealing with a human which he clearly did not understand.</p> <p> </p> <p>I explained the entire situation to your supervisor and did not even get “I’m sorry to hear this and I will assist you” from him. He requested to speak to my brother (who mind you was traumatised considering the ordeal he encountered) nevertheless he asked him a few security questions, he enquired when was the last time he loaded airtime, my brother could not remember and was severely traumatised and advised Amos of this however the response he got from Amos was: Well you can call us when you remember or go into a Cell C store…REALLY at this point I was livid to say the least. The last time he filled airtime was about a week ago and it was recharged with a R10 Voucher. Scenario: had my younger brother been injured in the ordeal, would your supervisor ask me to go to his hospital bed or grave to find out when last airtime was loaded?????</p> <p> </p> <p>I took over the call and gave Amos a piece of my mind; he was cold, blunt and very unhelpful. He had no customer service s****s let alone empathy!!!</p> <p> </p> <p>I asked for a superior higher than him and the complaints procedure, he advised there was no one higher than him on duty and that I must use the website if I want to complain. Furthermore I enquired about Ombudsman’s details and was told I am not entitled to this information which by law is against the TCF and CPA act. He provided me with your email address and advised that you do not have a telephone number.</p> <p> </p> <p>In all my years working in Customer Service this by far was the worst service anyone could have received. It is no wonder Cell C always have complaints because to your supervisors and consultant a client is not regarded as a human.</p> <p> </p> <p>You guys have not only inconvenienced us but you added to the trauma that my 18 year old brother experienced, as a result we cannot register a claim for the ****** cell phone as it cannot be reported to the police with out the reference number from you’ll.</p> <p>In addition I went to a Cell C (Trade Route Mall) and was told that I need to call the call centre, they must assist as that is why you guys have a call centre. I called yesterday 17/05/2016 and spoke to 2 supervisors, 5 consultants of which no one assisted.</p> <p>That is a total of 3 supervisors & 6 consultants and still this matter is not resolved. I will not recommend anyone to use Cell C !!</p>