RK
Robin K
1 reviews | Active since Aug 2022
29 May 2023, 10:42
Cell C website
I set up an online account and paid for a phone on the Cell C website on the 12th of May. I did not receive an order number. I emailed *** and asked for assistance. I provided all requested information.
The money was taken from my bank account by Cell C, and I sent the proof of payment.
I have been trying to get assistance from Cell C for 17 days now. I have used the Facebook chat, emailed ***, and tried to call.
In Facebook chat I have been told 48 times(!!!) that Cell C is following up, but have had no proof or communication apart from being told "Please wait".
Cell C has had my money for more than 10 working days and is unable to provide any assistance at all.
I am very concerned and would appreciate actual assistance, rather than being told for the 49th time "Please wait, we are following up".
I have requested a reference number, an order number, to speak to someone, and have had two calls in which the Social Manager told me the same thing as they told me in chat: "Please wait, we are following up".
Cell C has my money. They are refusing to provide me with requested information on my order. In essence, Cell C took my money without providing what was agreed for. I am concerned that this could be either ***** or theft.
Helpful (0)
Replies (18)0
Replies (18)
Cell C's replyOfficial
29 May 2023, 11:01Hi Robin
We acknowledge receipt of your complaint and apologize for the service you have experienced.
Kindly note that your case is being handled and will be sorted amicably.
Do expect feedback.
^PN
We acknowledge receipt of your complaint and apologize for the service you have experienced.
Kindly note that your case is being handled and will be sorted amicably.
Do expect feedback.
^PN
Best regards,
Cell C's reply29 May 2023, 11:01
Official
Hi Robin
We acknowledge receipt of your complaint and apologize for the service you have experienced.
Kindly note that your case is being handled and will be sorted amicably.
Do expect feedback.
^PN
We acknowledge receipt of your complaint and apologize for the service you have experienced.
Kindly note that your case is being handled and will be sorted amicably.
Do expect feedback.
^PN
Best regards,
RK
Robin K's updateReviewer Update
29 May 2023, 11:10This is exactly the reply that I am complaining about. You keep saying "expect feedback" but send nothing. Why can no one tell me what is going on???
RK
Robin K's update29 May 2023, 11:10
Reviewer Update
This is exactly the reply that I am complaining about. You keep saying "expect feedback" but send nothing. Why can no one tell me what is going on???
Cell C's replyOfficial
29 May 2023, 11:21The matter will be sorted.
^PN
^PN
Best regards,
Cell C's reply29 May 2023, 11:21
Official
The matter will be sorted.
^PN
^PN
Best regards,
RK
Robin K's updateReviewer Update
29 May 2023, 11:38I dont believe that. I just got off the phone with Cell C. I spoke to Sales, Follow-ups, and deliveries and no one has any idea what is happening. How can you say the matter will be sorted if no one even knows what's happening after 17 days?
RK
Robin K's update29 May 2023, 11:38
Reviewer Update
I dont believe that. I just got off the phone with Cell C. I spoke to Sales, Follow-ups, and deliveries and no one has any idea what is happening. How can you say the matter will be sorted if no one even knows what's happening after 17 days?
RK
Robin K's updateReviewer Update
29 May 2023, 11:41The best part is they keep replying " Kindly note that your case is being handled and will be sorted" in private messages to this complaint about that being all that they will tell me!
RK
Robin K's update29 May 2023, 11:41
Reviewer Update
The best part is they keep replying " Kindly note that your case is being handled and will be sorted" in private messages to this complaint about that being all that they will tell me!
RK
Robin K's updateReviewer Update
29 May 2023, 12:07Cell C hides its replies. Officially, the reason on HelloPeter is " Private replies are generally used when a business requests sensitive information such as account, ID, and reference numbers. " But they use private replies because they dont want people to see that they do not provide any assistance. EG, these are the replies to me asking for real feeedback:
"Hi Robin
We acknowledge receipt of your complaint and apologize for the service you have experienced.
Kindly note that your case is being handled and will be sorted amicably.
Do expect feedback.
^PN"
"The matter will be sorted.
^PN"
Of course, these replies are worthless, as they are literally the issue I am complaining about.
"Hi Robin
We acknowledge receipt of your complaint and apologize for the service you have experienced.
Kindly note that your case is being handled and will be sorted amicably.
Do expect feedback.
^PN"
"The matter will be sorted.
^PN"
Of course, these replies are worthless, as they are literally the issue I am complaining about.
RK
Robin K's update29 May 2023, 12:07
Reviewer Update
Cell C hides its replies. Officially, the reason on HelloPeter is " Private replies are generally used when a business requests sensitive information such as account, ID, and reference numbers. " But they use private replies because they dont want people to see that they do not provide any assistance. EG, these are the replies to me asking for real feeedback:
"Hi Robin
We acknowledge receipt of your complaint and apologize for the service you have experienced.
Kindly note that your case is being handled and will be sorted amicably.
Do expect feedback.
^PN"
"The matter will be sorted.
^PN"
Of course, these replies are worthless, as they are literally the issue I am complaining about.
"Hi Robin
We acknowledge receipt of your complaint and apologize for the service you have experienced.
Kindly note that your case is being handled and will be sorted amicably.
Do expect feedback.
^PN"
"The matter will be sorted.
^PN"
Of course, these replies are worthless, as they are literally the issue I am complaining about.
Cell C's replyOfficial
29 May 2023, 13:09Noted, feedback will be provided once received.
Regards,
^TM
Regards,
^TM
Best regards,
Cell C's reply29 May 2023, 13:09
Official
Noted, feedback will be provided once received.
Regards,
^TM
Regards,
^TM
Best regards,
RK
Robin K's updateReviewer Update
29 May 2023, 13:12Hahaha you cannot make this up.
Customer complains about being constantly being told feedback will be provided and never being contacted. The reply?
"Noted, feedback will be provided once received." Basically being told to shut up and wait.
Customer complains about being constantly being told feedback will be provided and never being contacted. The reply?
"Noted, feedback will be provided once received." Basically being told to shut up and wait.
RK
Robin K's update29 May 2023, 13:12
Reviewer Update
Hahaha you cannot make this up.
Customer complains about being constantly being told feedback will be provided and never being contacted. The reply?
"Noted, feedback will be provided once received." Basically being told to shut up and wait.
Customer complains about being constantly being told feedback will be provided and never being contacted. The reply?
"Noted, feedback will be provided once received." Basically being told to shut up and wait.
Cell C's replyOfficial
29 May 2023, 13:38We're truly sorry for the inconvenience we have caused you. We pride ourselves on providing top-notch service for our customers.
We expect this to be resolved as soon as possible. Thank you for your patience thus far.
Regards,
^TM
Best regards,
Cell C's reply29 May 2023, 13:38
Official
We're truly sorry for the inconvenience we have caused you. We pride ourselves on providing top-notch service for our customers.
We expect this to be resolved as soon as possible. Thank you for your patience thus far.
Regards,
^TM
Best regards,
RK
Robin K's updateReviewer Update
29 May 2023, 13:41"We expect this to be resolved as soon as possible"
We both (and everyone else reading this) know what this means: 'it could literally take a year to fix but you just have to wait because we refuse to give any requested information.'
We both (and everyone else reading this) know what this means: 'it could literally take a year to fix but you just have to wait because we refuse to give any requested information.'
RK
Robin K's update29 May 2023, 13:41
Reviewer Update
"We expect this to be resolved as soon as possible"
We both (and everyone else reading this) know what this means: 'it could literally take a year to fix but you just have to wait because we refuse to give any requested information.'
We both (and everyone else reading this) know what this means: 'it could literally take a year to fix but you just have to wait because we refuse to give any requested information.'
RK
Robin K's updateReviewer Update
29 May 2023, 13:48Adding a note to say that if I didnt request feedback every day I would have gotten nothing at all back. The only reason I have had any replies at all (not that they actually said anything apart from 'keep waiting') is because I keep asking for help. I cant imagine how difficult this must be for older people, or disadvantaged people without access to the internet. Disgusting behavior in a country like South Africa, where so many people rely on their cell phones.
RK
Robin K's update29 May 2023, 13:48
Reviewer Update
Adding a note to say that if I didnt request feedback every day I would have gotten nothing at all back. The only reason I have had any replies at all (not that they actually said anything apart from 'keep waiting') is because I keep asking for help. I cant imagine how difficult this must be for older people, or disadvantaged people without access to the internet. Disgusting behavior in a country like South Africa, where so many people rely on their cell phones.
Cell C's replyOfficial
29 May 2023, 13:49Kindly be advised that the delayed resolution was never anticipated nor intentional and we understand that it is getting frustrating not receiving feedback / resolution on your query. Our team is working tirelessly to resolve your query.
We have yet to receive feedback from our supporting team, however we are following up on your query and we will advise of any form of feedback once received.
Regards,
^TM
We have yet to receive feedback from our supporting team, however we are following up on your query and we will advise of any form of feedback once received.
Regards,
^TM
Best regards,
Cell C's reply29 May 2023, 13:49
Official
Kindly be advised that the delayed resolution was never anticipated nor intentional and we understand that it is getting frustrating not receiving feedback / resolution on your query. Our team is working tirelessly to resolve your query.
We have yet to receive feedback from our supporting team, however we are following up on your query and we will advise of any form of feedback once received.
Regards,
^TM
We have yet to receive feedback from our supporting team, however we are following up on your query and we will advise of any form of feedback once received.
Regards,
^TM
Best regards,
RK
Robin K's updateReviewer Update
29 May 2023, 13:52Interestingly, I see now that the offer I accepted and paid for on the website has been removed. I assume I will still receive my order at the original price, as changing price after accepting money is price baiting, which is *******. Obviously this is just a mistake on Cell C's behalf, and you wouldn't be trying to change details after a sale has gone through. Can you please confirm this?
RK
Robin K's update29 May 2023, 13:52
Reviewer Update
Interestingly, I see now that the offer I accepted and paid for on the website has been removed. I assume I will still receive my order at the original price, as changing price after accepting money is price baiting, which is *******. Obviously this is just a mistake on Cell C's behalf, and you wouldn't be trying to change details after a sale has gone through. Can you please confirm this?
Cell C's replyOfficial
29 May 2023, 14:00We will enquire with our team, we will be in touch to assist.
Regards,
^TM
Regards,
^TM
Best regards,
Cell C's reply29 May 2023, 14:00
Official
We will enquire with our team, we will be in touch to assist.
Regards,
^TM
Regards,
^TM
Best regards,
RK
Robin K's updateReviewer Update
29 May 2023, 14:04"we will be in touch to assist." So I have been told, more than 55 times since the 12th. At this point I have a hard time believing this.
RK
Robin K's update29 May 2023, 14:04
Reviewer Update
"we will be in touch to assist." So I have been told, more than 55 times since the 12th. At this point I have a hard time believing this.
Cell C's replyOfficial
29 May 2023, 16:26We understand your frustration, however, our team will contact you.
^MP
^MP
Best regards,
Cell C's reply29 May 2023, 16:26
Official
We understand your frustration, however, our team will contact you.
^MP
^MP
Best regards,
RK
Robin K's updateReviewer Update
29 May 2023, 16:39There has been zero communication from Cell C apart from prevarication. This is intentionally not giving a direct answer to a question in order to hide the truth. Saying " our team will contact you" without a time or anything is prevarication. Why can I not get a simple answer to my simple question?
RK
Robin K's update29 May 2023, 16:39
Reviewer Update
There has been zero communication from Cell C apart from prevarication. This is intentionally not giving a direct answer to a question in order to hide the truth. Saying " our team will contact you" without a time or anything is prevarication. Why can I not get a simple answer to my simple question?
Cell C's replyOfficial
29 May 2023, 20:40All details will be provided when our team contacts you.
^MP
^MP
Best regards,
Cell C's reply29 May 2023, 20:40
Official
All details will be provided when our team contacts you.
^MP
^MP
Best regards,