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Davi D

1 reviews | Active since Apr 2011

20 Dec 2018, 13:27

Cell C Ultra Bonus Not Usable & *********** Staff

I ported to Cell C about 2 months ago and have been on Ultra Bonus Prepaid Tariff which supposedly gives 3 times the recharge value to be used within 24hrs as stated on their website. After a few recharges I noticed that the balance of the Ultra Bonus never gets used up but only my normal data, voice and sms which I purchased get used up. I am currently sitting with R1001 worth of Ultra Bonus which will expire today and yet Cell C is charging me on my other balances and this balance remains untouched.

Calling Cell C was so useless, no consultant knew what is going on and was transferred to 4 different people, wasting a total of 25minutes on the phone only to be told they do not know what is going on. Is this how Cell C operates? This Ultra Bonus is my money as it is part of the attraction to opt for a package or for Cell C itself and all I have seen is it disappearing without any usage.

The last consultant escalated the issue but said it will be attended to only within 48hrs by which time I will have lost the R1001 Ultra bonus balance. This is not the first time I am loosing a lot of the so called Bonus airtime.

Cell C, please pick up your socks on competency, this never happened with my previous service provider who seemed to know what they were doing and I need answers on the aforementioned. I really might consider going back to other networks as there is no value in advertising what you don't implement promptly as customer benefits.

0
Replies (3)
Cell C
Cell C's reply20 Dec 2018, 13:34
Official
 Apologies for the unsatisfactory service received.  We will look into the matter and revert back to you. 
 
 Regards
 Cell C | DA

Cell C
Cell C's reply24 Dec 2018, 12:13
Official
Mpho confirmed that he has assisted you with this matter and we trust that an amicable resolution has prevailed. 

Regards 
Cell C | PN 

DD
Davi D's update10 Jan 2019, 11:53
Reviewer Update
Dear Cell C This issue was not resolved. The resolution you came up with did not work and I have raised this to your call center more than 3 times already and none of them seem to know what is wrong and how to tackle the issue, to say the list. These are the people we trust to help with out problems and yet I have found no value in any engagement with them due to lack of attention ti detail and knowledge on the query. I have had to call anew over and over again and am currently sitting with 4 reference numbers from customer care for the same problem, why, because each time I call the agents do not know what to do and they open a new case all the time. The Ref numbers are as follows: ********** ********** 902 ********** 701 ********** 10311 The last one is still open with no feedback for more than 6 days now regardless if the promise to revert in 48hrs max. This is no longer a surprise now at all. I am being cheated my money by Cell C and will need to take this further than Cell C.