SH
Simon H
1 reviews | Active since Jul 2023
26 Jul 2023, 06:33
Cell C - struggle for refund and poor ex-customer service
My last Cell C statement shows that Cell C owes me a credit. Cell C insists on a proof of payment even though they collected this money from my account in the form of a debit order. They need NO information from me to enable the repayment. I have had NO calls or correspondence from Cell C when I was still their client and they debited my account diligently. Now that they have to refund me and I am not a client anymore the service is dismal. There was no response to my initial inquiry for a refund. When I visited the branch in the Glen the agent was reluctant to assist and eventually, I managed to get a case number from her. I cannot obtain proof of payment on a debit order.
Helpful (0)
Replies (15)0
Replies (15)SH
Simon H's updateReviewer Update
26 Jul 2023, 08:35Hi NH
I don't care to share my bank statement with you, nor do I have to. Again, I cannot understand why your outdated process must become my problem. Cell C is in charge of the DEBIT ORDER posted against my account. Cell C can check their own accounts to see whether they received payment and I have supp**** Cell-C with the required reference number and snapshot of my statement. Cell C can make this payment but choose not to, hiding behind proof of payment. Looking at your own bank account you have something even better than a proof of payment.
I don't care to share my bank statement with you, nor do I have to. Again, I cannot understand why your outdated process must become my problem. Cell C is in charge of the DEBIT ORDER posted against my account. Cell C can check their own accounts to see whether they received payment and I have supp**** Cell-C with the required reference number and snapshot of my statement. Cell C can make this payment but choose not to, hiding behind proof of payment. Looking at your own bank account you have something even better than a proof of payment.
SH
Simon H's update26 Jul 2023, 08:35
Reviewer Update
Hi NH
I don't care to share my bank statement with you, nor do I have to. Again, I cannot understand why your outdated process must become my problem. Cell C is in charge of the DEBIT ORDER posted against my account. Cell C can check their own accounts to see whether they received payment and I have supp**** Cell-C with the required reference number and snapshot of my statement. Cell C can make this payment but choose not to, hiding behind proof of payment. Looking at your own bank account you have something even better than a proof of payment.
I don't care to share my bank statement with you, nor do I have to. Again, I cannot understand why your outdated process must become my problem. Cell C is in charge of the DEBIT ORDER posted against my account. Cell C can check their own accounts to see whether they received payment and I have supp**** Cell-C with the required reference number and snapshot of my statement. Cell C can make this payment but choose not to, hiding behind proof of payment. Looking at your own bank account you have something even better than a proof of payment.
SH
Simon H's updateReviewer Update
26 Jul 2023, 09:15Hi NH
You have verified that I am the correct client when the call was opened. I have verified that the banking details are correct. case number *** should give you sufficient information. I will not be sending my bank statement.
You have verified that I am the correct client when the call was opened. I have verified that the banking details are correct. case number *** should give you sufficient information. I will not be sending my bank statement.
SH
Simon H's update26 Jul 2023, 09:15
Reviewer Update
Hi NH
You have verified that I am the correct client when the call was opened. I have verified that the banking details are correct. case number *** should give you sufficient information. I will not be sending my bank statement.
You have verified that I am the correct client when the call was opened. I have verified that the banking details are correct. case number *** should give you sufficient information. I will not be sending my bank statement.
SH
Simon H's updateReviewer Update
26 Jul 2023, 17:30Case # and proof of account were emailed as requested.
SH
Simon H's update26 Jul 2023, 17:30
Reviewer Update
Case # and proof of account were emailed as requested.
SH
Simon H's updateReviewer Update
27 Jul 2023, 10:56Hi TN
Personal called me and was not audible. Not sure why a call is required when you have all that you need. I have spent enough time getting this to an end. Just do the refund and get on with it please.
Regards
Personal called me and was not audible. Not sure why a call is required when you have all that you need. I have spent enough time getting this to an end. Just do the refund and get on with it please.
Regards
SH
Simon H's update27 Jul 2023, 10:56
Reviewer Update
Hi TN
Personal called me and was not audible. Not sure why a call is required when you have all that you need. I have spent enough time getting this to an end. Just do the refund and get on with it please.
Regards
Personal called me and was not audible. Not sure why a call is required when you have all that you need. I have spent enough time getting this to an end. Just do the refund and get on with it please.
Regards
SH
Simon H's updateReviewer Update
27 Jul 2023, 14:50Good Day
No call received since after email confirming availability
Regards
No call received since after email confirming availability
Regards
SH
Simon H's update27 Jul 2023, 14:50
Reviewer Update
Good Day
No call received since after email confirming availability
Regards
No call received since after email confirming availability
Regards
SH
Simon H's updateReviewer Update
27 Jul 2023, 15:34Hi NH
Maybe you must ask the person to check their email. I have no access to twitter and informed them to contact me on the number provided at 12:35.
Maybe you must ask the person to check their email. I have no access to twitter and informed them to contact me on the number provided at 12:35.
SH
Simon H's update27 Jul 2023, 15:34
Reviewer Update
Hi NH
Maybe you must ask the person to check their email. I have no access to twitter and informed them to contact me on the number provided at 12:35.
Maybe you must ask the person to check their email. I have no access to twitter and informed them to contact me on the number provided at 12:35.
Cell C's replyOfficial
27 Jul 2023, 15:50Are you communicating with her via email ?
Please provide the time you'll be available to take the call.
^NH
Please provide the time you'll be available to take the call.
^NH
Cell C's reply27 Jul 2023, 15:50
Official
Are you communicating with her via email ?
Please provide the time you'll be available to take the call.
^NH
Please provide the time you'll be available to take the call.
^NH
SH
Simon H's updateReviewer Update
27 Jul 2023, 15:51Now is fine, awaiting her call.
SH
Simon H's update27 Jul 2023, 15:51
Reviewer Update
Now is fine, awaiting her call.
SH
Simon H's updateReviewer Update
27 Jul 2023, 18:44Still waiting
SH
Simon H's update27 Jul 2023, 18:44
Reviewer Update
Still waiting
SH
Simon H's updateReviewer Update
28 Jul 2023, 07:34Hello Cell C
Just when I thought it could not get any worse, your agent contacted me this morning and performed a security check. I was requested to give name, surname, ID, bank account debited by Cell C, alternative contact number and address. I gave my last and current address as I could not recall whether Cell C had my latest address as I moved about two years ago. The agent insisted that I choose one, which would fail the security check if I chose the incorrect one. I perceive this as yet another stunt from Cell C to not refund me. The very same information was requested and accepted by the agent who opened the case initially. Don't bother calling me again, as far as I am concerned the security check is completed and I don't care to speak to any of your agents again. I am trying to part ways with you speedily and hopefully, you will do the same. I expect the refund to my account speedily. You have all of the required information and confirmation you need to do the refund. Surely the amount of 1 star reviews you get should be a wake up call?
Just when I thought it could not get any worse, your agent contacted me this morning and performed a security check. I was requested to give name, surname, ID, bank account debited by Cell C, alternative contact number and address. I gave my last and current address as I could not recall whether Cell C had my latest address as I moved about two years ago. The agent insisted that I choose one, which would fail the security check if I chose the incorrect one. I perceive this as yet another stunt from Cell C to not refund me. The very same information was requested and accepted by the agent who opened the case initially. Don't bother calling me again, as far as I am concerned the security check is completed and I don't care to speak to any of your agents again. I am trying to part ways with you speedily and hopefully, you will do the same. I expect the refund to my account speedily. You have all of the required information and confirmation you need to do the refund. Surely the amount of 1 star reviews you get should be a wake up call?
SH
Simon H's update28 Jul 2023, 07:34
Reviewer Update
Hello Cell C
Just when I thought it could not get any worse, your agent contacted me this morning and performed a security check. I was requested to give name, surname, ID, bank account debited by Cell C, alternative contact number and address. I gave my last and current address as I could not recall whether Cell C had my latest address as I moved about two years ago. The agent insisted that I choose one, which would fail the security check if I chose the incorrect one. I perceive this as yet another stunt from Cell C to not refund me. The very same information was requested and accepted by the agent who opened the case initially. Don't bother calling me again, as far as I am concerned the security check is completed and I don't care to speak to any of your agents again. I am trying to part ways with you speedily and hopefully, you will do the same. I expect the refund to my account speedily. You have all of the required information and confirmation you need to do the refund. Surely the amount of 1 star reviews you get should be a wake up call?
Just when I thought it could not get any worse, your agent contacted me this morning and performed a security check. I was requested to give name, surname, ID, bank account debited by Cell C, alternative contact number and address. I gave my last and current address as I could not recall whether Cell C had my latest address as I moved about two years ago. The agent insisted that I choose one, which would fail the security check if I chose the incorrect one. I perceive this as yet another stunt from Cell C to not refund me. The very same information was requested and accepted by the agent who opened the case initially. Don't bother calling me again, as far as I am concerned the security check is completed and I don't care to speak to any of your agents again. I am trying to part ways with you speedily and hopefully, you will do the same. I expect the refund to my account speedily. You have all of the required information and confirmation you need to do the refund. Surely the amount of 1 star reviews you get should be a wake up call?
SH
Simon H's updateReviewer Update
28 Jul 2023, 11:14Hi NH
It is abundantly clear that you are playing games. This story reads well that Cell C does not want to make this refund. Your process initially stipulated that you required proof of payment, which you then changed to proof of account. Once that was provided you threw in another "process" that a security check be passed, responding with
"We're sorry to hear you failed security verification. Unfortunately, we can't touch your account without verification, you have to pass security verification in order to be assisted."
Even if I don't pass your security test you have the two main components to make a payment.
1) You have proof of account.
2) You know it is the very same account you debited for years and now all of a sudden have issued crediting.
So what is you next "requirement" when a security check is not passed? How does one update an address when you're not a cell c client anymore?
Surely you have wasted enough of my time, and if that is not good enough, you have wasted enough of your time?
It is abundantly clear that you are playing games. This story reads well that Cell C does not want to make this refund. Your process initially stipulated that you required proof of payment, which you then changed to proof of account. Once that was provided you threw in another "process" that a security check be passed, responding with
"We're sorry to hear you failed security verification. Unfortunately, we can't touch your account without verification, you have to pass security verification in order to be assisted."
Even if I don't pass your security test you have the two main components to make a payment.
1) You have proof of account.
2) You know it is the very same account you debited for years and now all of a sudden have issued crediting.
So what is you next "requirement" when a security check is not passed? How does one update an address when you're not a cell c client anymore?
Surely you have wasted enough of my time, and if that is not good enough, you have wasted enough of your time?
SH
Simon H's update28 Jul 2023, 11:14
Reviewer Update
Hi NH
It is abundantly clear that you are playing games. This story reads well that Cell C does not want to make this refund. Your process initially stipulated that you required proof of payment, which you then changed to proof of account. Once that was provided you threw in another "process" that a security check be passed, responding with
"We're sorry to hear you failed security verification. Unfortunately, we can't touch your account without verification, you have to pass security verification in order to be assisted."
Even if I don't pass your security test you have the two main components to make a payment.
1) You have proof of account.
2) You know it is the very same account you debited for years and now all of a sudden have issued crediting.
So what is you next "requirement" when a security check is not passed? How does one update an address when you're not a cell c client anymore?
Surely you have wasted enough of my time, and if that is not good enough, you have wasted enough of your time?
It is abundantly clear that you are playing games. This story reads well that Cell C does not want to make this refund. Your process initially stipulated that you required proof of payment, which you then changed to proof of account. Once that was provided you threw in another "process" that a security check be passed, responding with
"We're sorry to hear you failed security verification. Unfortunately, we can't touch your account without verification, you have to pass security verification in order to be assisted."
Even if I don't pass your security test you have the two main components to make a payment.
1) You have proof of account.
2) You know it is the very same account you debited for years and now all of a sudden have issued crediting.
So what is you next "requirement" when a security check is not passed? How does one update an address when you're not a cell c client anymore?
Surely you have wasted enough of my time, and if that is not good enough, you have wasted enough of your time?
SH
Simon H's updateReviewer Update
28 Jul 2023, 11:23Let your agent phone again for the security test as I managed to find the latest statement. Please see if it can be within the hour. I am available for the call for the next 2-3 hours on the same number supp****.
SH
Simon H's update28 Jul 2023, 11:23
Reviewer Update
Let your agent phone again for the security test as I managed to find the latest statement. Please see if it can be within the hour. I am available for the call for the next 2-3 hours on the same number supp****.
Cell C's replyOfficial
28 Jul 2023, 11:35We have requested a call back.
^NH
^NH
Cell C's reply28 Jul 2023, 11:35
Official
We have requested a call back.
^NH
^NH
SH
Simon H's updateReviewer Update
28 Jul 2023, 14:19Hi Cell C
After weeks of effort, your agent informed me that the credit reflecting on my account is not money due to me. So I go to your branch which opens a call for the refund which YOUR statement indicates. YOUR agent fully agrees that it is a refund. Then I deal with a number of emails that goes to great lengths about proof of payment, proof of account, and verifying that I am who I say I am just to hear that the money is not due to me. I am embarrassed on your behalf that you waste people's time like that, including your own. The obvious question is whether this is just a story to not pay the money because the above seems unreal. Unfortunately, the story aligns with your ratings, 72% rating at a 1-star service. I can only be thankful that I am no client of yours.
After weeks of effort, your agent informed me that the credit reflecting on my account is not money due to me. So I go to your branch which opens a call for the refund which YOUR statement indicates. YOUR agent fully agrees that it is a refund. Then I deal with a number of emails that goes to great lengths about proof of payment, proof of account, and verifying that I am who I say I am just to hear that the money is not due to me. I am embarrassed on your behalf that you waste people's time like that, including your own. The obvious question is whether this is just a story to not pay the money because the above seems unreal. Unfortunately, the story aligns with your ratings, 72% rating at a 1-star service. I can only be thankful that I am no client of yours.
SH
Simon H's update28 Jul 2023, 14:19
Reviewer Update
Hi Cell C
After weeks of effort, your agent informed me that the credit reflecting on my account is not money due to me. So I go to your branch which opens a call for the refund which YOUR statement indicates. YOUR agent fully agrees that it is a refund. Then I deal with a number of emails that goes to great lengths about proof of payment, proof of account, and verifying that I am who I say I am just to hear that the money is not due to me. I am embarrassed on your behalf that you waste people's time like that, including your own. The obvious question is whether this is just a story to not pay the money because the above seems unreal. Unfortunately, the story aligns with your ratings, 72% rating at a 1-star service. I can only be thankful that I am no client of yours.
After weeks of effort, your agent informed me that the credit reflecting on my account is not money due to me. So I go to your branch which opens a call for the refund which YOUR statement indicates. YOUR agent fully agrees that it is a refund. Then I deal with a number of emails that goes to great lengths about proof of payment, proof of account, and verifying that I am who I say I am just to hear that the money is not due to me. I am embarrassed on your behalf that you waste people's time like that, including your own. The obvious question is whether this is just a story to not pay the money because the above seems unreal. Unfortunately, the story aligns with your ratings, 72% rating at a 1-star service. I can only be thankful that I am no client of yours.
SH
Simon H's updateReviewer Update
28 Jul 2023, 21:30NH, please read before you answer, Look earlier in the chats and you will see cell C's response "Our finance team require proof of banking details or an account confirmation letter in order for them to be able to process the refund into your bank account" Maybe it is just easier to say sorry and leave it at that. Your ratings tell the truth.
SH
Simon H's update28 Jul 2023, 21:30
Reviewer Update
NH, please read before you answer, Look earlier in the chats and you will see cell C's response "Our finance team require proof of banking details or an account confirmation letter in order for them to be able to process the refund into your bank account" Maybe it is just easier to say sorry and leave it at that. Your ratings tell the truth.