CELL C USELESS FROM TOP TO BOTTOM VERY USELESS STAFF

Where do I start. So it appears everyone in this organization from the lowest ranking employees maybe general worker or Gardiner right up to the executive board CEO. No one in the organization know how to allocate a payment. The collections team agents their team leaders their supervisors their managers, the customer care team their supervisors their managers their teams leaders, the allocations team their team leaders their supervisors their managers, the accounts team their team leaders supervisors managers. Absolute useless departments.

In December I made a payment from the app(we all get payed earlier in December right so might as well get all debits out the way so u can enjoy your holiday season with ease of mind) App showed successful so I mean it's December you spending money on kids on family on yourself without worrying about the balance you got bonus so all you know you have more than enough money. In Jan I am notified by Cell C payment was not received for December I am like but I payed. I then reviewed my bank statement and see truly the payment made from the app never went through. Good Samaritan should pay the outstanding amount right. Well I did. So come January 25th I am debited. 28th I make a payment via eft that should account for December's payment that was missed. So in my mind I am up to date, Feb comes I see I am debited on the 25th. So all should be good right. I get to the store to upgrade I am told I can't my account in arrears my debit orders have bounced for three months. At this point I'm in utter shock 3 months?

Called collections spoke to customer care someone then explained to me in a way that made sense why they would say the Debit order was missed even the Feb one. The explained that since December was missed. When Jan 25th came they debited but that debit was then accounted for December. Ohk so they would try and debit again and for Jan and that bounced cell c then adds a R70 onto my account. Feb same thing they debit my account and now that debit order is for what they say was missed in Jan so now again their system says Feb is outstanding they ad another R70 to my bill. All of this even though i made a payment 28th Jan already for the so called missed December Payment. So this outstanding amount has been carried over every month from December its now March. So while all this has been going on i have spoken to the collections team sent them POP for the payment made January. They got it a lady by the name of Nonhlanhla in the collections team sends this to the Proofofpayment team stating "please allocate the below customer payment to account with the attached POP. My name number ref number etc. This was the 10th of Feb. Today is the 12th Of Feb guess what the payment is still not allocated we are heading for April for a payment that was made in January the 28th. So while all this is going on I have spoken to numerous people in the collections team. One agent even went as far as telling me what do I want them to do, and I quote "it is what it is". Daily calls to collections team and customer care team with bo avail I asked both collections team for a manager they just take my number and say the manager will call back. No one called. This happened twice in the collections team. I did the same in the customer care team asked for Managers twice took my details no one called back to date remember we are now in March already this query has been running since 28th Jan.

Numerous occasions when I asked the collections team what seemed to be questions they can't answer they then decided they are just gonna leave the call running hoping I will eventually give up and drop the call. One agent left the call running for 20 minutes without saying a thing. Another agent did the same left it running about 5minutes. This morning an agent did the same in customer care. Left the call running 35 minutes hoping I will end the call because they are not in the mood to talk to me. I actually took screenshots of the call times that we running as well as when ended pity I can't attach them here.

But with that said the most annoying of all is the agents no one willing to take an extra step to get this resolved they all just give you the generic an email has been sent sir. I asked them a question I said since collections is a customer facing desk. They can see the plus minus 100 mails sent by me already and can see this issues is not being resolved. I then asked so cell c does not have or are not allowed to intercommunicate between the different departments because if one agent out of the 100 calls made already could jave just gone the further step and ask the allocations team WHY HAS THIS ALLOCATION NOT BEEN DONE WHATS THE PROBLEM WHATSBTHE DELAY WHATS THE HOLD UP Then at least this frustrated customer would jave had some feedback if there was a genuine problem at least I will be aware and know that this is what the issue is in the collections team but instead all I am told over and over and over is an email has been sent. A follow up and I am thinking God ****it yes surely since January already this has been done sure the process is broken somewhere.

The worst part is when I ask these collection agents and customer care agents since I already made a payment January 28th but CELL C because of their *********** staff has not allocated the payment and I am being charged an additional R70 every month because of that, I asked the question who is liable for that R70 they keep adding to my bill. And yes you guessed it no one can answer that question.