JG
Judith G
1 reviews | Active since Feb 2024
28 Feb 2024, 17:17
Cell C Website Errors and Credit Score Penalties
The Cell C website does not work, and they have made it my responsibility to correct an error that I did not make.
I paid my contract with a corporate credit card through my profile on the website, as I have done successfully for several months. After making my first payment of the indicated amount (R4,493.35) on the 4th of February, I received repeated calls and messages that my account was in arrears so thinking that the payment did not go through I made repeated payments of R4,493.35 on the 7th and 14th of February. When I realized that all 3 payments went off of my account but were still not allocated by Cell C, I called them on the 14th of February to query the payments. I was told to email the collections department and was then put through to *** who gave me further instruction of where and how to send my proof of payment. Tshepiso ensured me with case number *** that they have created a payment allocation case and that I will receive feedback within 72 hours.
Today (14 days after contacting Tshepiso and collections), it was brought to my attention that Cell C has marked me as in arrears on my credit profile. When I contacted Tshepiso for the promised feedback, I was directed to call the customer care number with my case number. Once I called I was then instructed to send my proof of payment to another email address which would take two days to get back to me. As these payments were made with a corporate card and I have penalties if I do not recon it in time, and as there is now incorrect and damaging information on my credit score due to an error made entirely by Cell C, I said that the 2 day turnaround is not acceptable. I was told to email Bridget (***) and assured that they would get back to me to resolve this by the close of today (case ***0).
I have no ideas left for how to resolve this, and have been left with the consequences on my credit score and at my place of employment.
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Replies (3)JG
Judith G's updateReviewer Update
29 Feb 2024, 17:03With an additional day of my credit score showing that I am in arrears with an account (even though I am in fact owed R8986.70) resulting in me not being able to move forward with my vehicle finance, after several promises on the 28th of Feb that my query was being solved, Cell C has proven to be useless.
I have received repeated feedback that I need to sent a proof of payment despite me repeatedly explaining that the situation is:
1. I logged into the cellc.co.za website with my account details.2. The website indicated that I owe R4493.25 and I used the prompts to make the payment with a credit card. 3. Due to an error on Cell C’s side the payment went off of my credit card yet was not allocated to my account.
When I explained to the consultant that they need to find this credit card transaction on their end and allocate it, she had the audacity to tell me that she is going above and beyond to assist me. She is going above and beyond to correct an error that only Cell C has made where only I bear the negative consequences.
Nobody seems to know how to fix this or have the willingness to find someone from within the organization to fix this - beyond my hundreds of calls and mails I don't know what else to do short of going a legal route or through the ombudsman.
I have received repeated feedback that I need to sent a proof of payment despite me repeatedly explaining that the situation is:
1. I logged into the cellc.co.za website with my account details.2. The website indicated that I owe R4493.25 and I used the prompts to make the payment with a credit card. 3. Due to an error on Cell C’s side the payment went off of my credit card yet was not allocated to my account.
When I explained to the consultant that they need to find this credit card transaction on their end and allocate it, she had the audacity to tell me that she is going above and beyond to assist me. She is going above and beyond to correct an error that only Cell C has made where only I bear the negative consequences.
Nobody seems to know how to fix this or have the willingness to find someone from within the organization to fix this - beyond my hundreds of calls and mails I don't know what else to do short of going a legal route or through the ombudsman.
JG
Judith G's update29 Feb 2024, 17:03
Reviewer Update
With an additional day of my credit score showing that I am in arrears with an account (even though I am in fact owed R8986.70) resulting in me not being able to move forward with my vehicle finance, after several promises on the 28th of Feb that my query was being solved, Cell C has proven to be useless.
I have received repeated feedback that I need to sent a proof of payment despite me repeatedly explaining that the situation is:
1. I logged into the cellc.co.za website with my account details.2. The website indicated that I owe R4493.25 and I used the prompts to make the payment with a credit card. 3. Due to an error on Cell C’s side the payment went off of my credit card yet was not allocated to my account.
When I explained to the consultant that they need to find this credit card transaction on their end and allocate it, she had the audacity to tell me that she is going above and beyond to assist me. She is going above and beyond to correct an error that only Cell C has made where only I bear the negative consequences.
Nobody seems to know how to fix this or have the willingness to find someone from within the organization to fix this - beyond my hundreds of calls and mails I don't know what else to do short of going a legal route or through the ombudsman.
I have received repeated feedback that I need to sent a proof of payment despite me repeatedly explaining that the situation is:
1. I logged into the cellc.co.za website with my account details.2. The website indicated that I owe R4493.25 and I used the prompts to make the payment with a credit card. 3. Due to an error on Cell C’s side the payment went off of my credit card yet was not allocated to my account.
When I explained to the consultant that they need to find this credit card transaction on their end and allocate it, she had the audacity to tell me that she is going above and beyond to assist me. She is going above and beyond to correct an error that only Cell C has made where only I bear the negative consequences.
Nobody seems to know how to fix this or have the willingness to find someone from within the organization to fix this - beyond my hundreds of calls and mails I don't know what else to do short of going a legal route or through the ombudsman.
JG
Judith G's updateReviewer Update
01 Mar 2024, 10:51As I am now on the 16th day of Cell C incorrectly and detrimentally listing me as being in arrears on my credit score (and I am unable to continue with a vehicle finance application that I was in the process of), they have repeatedly **** to me that my case has been escalated to generic management, yet no one has reached out to me.
I have remained proactive in trying to project manage Cell C solving their website and funds allocation problems, so I called again today and received the same feedback that I need to send a proof of payment of an EFT - I do not know how to more clearly communicate to the multiple people I have spoken to that this problem was not caused by a wrongly referenced EFT - I FOLLOWED THE CELL C WEBSITE PROMPTS TO PAY MY ACCOUNT AS I HAVE DONE THROUGHOUT 2023, BUT FOR SOME REASON - EVEN THOUGH THE FUNDS WERE TAKEN FROM MY CREDIT CARD - CELL C DID NOT ALLOCATE IT TO MY ACCOUNT. THEY NEED TO LOOK AT THE MONEY THEY HAVE RECEIVED THROUGH PAYFAST SINCE THE 4TH OF FEBRUARY AND FIND 3 UNALLOCATED TRANSACTIONS WORTH 4493.35 EACH AND ALLOCATE IT TO ME.
I need to be given the email address and phone number of an actual competent person who must ensure the below:
- the transactions are searched for and allocated to me
- the *****ulent and detrimental information given to the credit union be corrected and a letter be provided to me with these details
- I am given information on how to end my 2 contracts as I cannot experience such a disgusting level of of unprofessionalism with a vendor
I have remained proactive in trying to project manage Cell C solving their website and funds allocation problems, so I called again today and received the same feedback that I need to send a proof of payment of an EFT - I do not know how to more clearly communicate to the multiple people I have spoken to that this problem was not caused by a wrongly referenced EFT - I FOLLOWED THE CELL C WEBSITE PROMPTS TO PAY MY ACCOUNT AS I HAVE DONE THROUGHOUT 2023, BUT FOR SOME REASON - EVEN THOUGH THE FUNDS WERE TAKEN FROM MY CREDIT CARD - CELL C DID NOT ALLOCATE IT TO MY ACCOUNT. THEY NEED TO LOOK AT THE MONEY THEY HAVE RECEIVED THROUGH PAYFAST SINCE THE 4TH OF FEBRUARY AND FIND 3 UNALLOCATED TRANSACTIONS WORTH 4493.35 EACH AND ALLOCATE IT TO ME.
I need to be given the email address and phone number of an actual competent person who must ensure the below:
- the transactions are searched for and allocated to me
- the *****ulent and detrimental information given to the credit union be corrected and a letter be provided to me with these details
- I am given information on how to end my 2 contracts as I cannot experience such a disgusting level of of unprofessionalism with a vendor
JG
Judith G's update01 Mar 2024, 10:51
Reviewer Update
As I am now on the 16th day of Cell C incorrectly and detrimentally listing me as being in arrears on my credit score (and I am unable to continue with a vehicle finance application that I was in the process of), they have repeatedly **** to me that my case has been escalated to generic management, yet no one has reached out to me.
I have remained proactive in trying to project manage Cell C solving their website and funds allocation problems, so I called again today and received the same feedback that I need to send a proof of payment of an EFT - I do not know how to more clearly communicate to the multiple people I have spoken to that this problem was not caused by a wrongly referenced EFT - I FOLLOWED THE CELL C WEBSITE PROMPTS TO PAY MY ACCOUNT AS I HAVE DONE THROUGHOUT 2023, BUT FOR SOME REASON - EVEN THOUGH THE FUNDS WERE TAKEN FROM MY CREDIT CARD - CELL C DID NOT ALLOCATE IT TO MY ACCOUNT. THEY NEED TO LOOK AT THE MONEY THEY HAVE RECEIVED THROUGH PAYFAST SINCE THE 4TH OF FEBRUARY AND FIND 3 UNALLOCATED TRANSACTIONS WORTH 4493.35 EACH AND ALLOCATE IT TO ME.
I need to be given the email address and phone number of an actual competent person who must ensure the below:
- the transactions are searched for and allocated to me
- the *****ulent and detrimental information given to the credit union be corrected and a letter be provided to me with these details
- I am given information on how to end my 2 contracts as I cannot experience such a disgusting level of of unprofessionalism with a vendor
I have remained proactive in trying to project manage Cell C solving their website and funds allocation problems, so I called again today and received the same feedback that I need to send a proof of payment of an EFT - I do not know how to more clearly communicate to the multiple people I have spoken to that this problem was not caused by a wrongly referenced EFT - I FOLLOWED THE CELL C WEBSITE PROMPTS TO PAY MY ACCOUNT AS I HAVE DONE THROUGHOUT 2023, BUT FOR SOME REASON - EVEN THOUGH THE FUNDS WERE TAKEN FROM MY CREDIT CARD - CELL C DID NOT ALLOCATE IT TO MY ACCOUNT. THEY NEED TO LOOK AT THE MONEY THEY HAVE RECEIVED THROUGH PAYFAST SINCE THE 4TH OF FEBRUARY AND FIND 3 UNALLOCATED TRANSACTIONS WORTH 4493.35 EACH AND ALLOCATE IT TO ME.
I need to be given the email address and phone number of an actual competent person who must ensure the below:
- the transactions are searched for and allocated to me
- the *****ulent and detrimental information given to the credit union be corrected and a letter be provided to me with these details
- I am given information on how to end my 2 contracts as I cannot experience such a disgusting level of of unprofessionalism with a vendor
JG
Judith G's updateReviewer Update
02 Mar 2024, 12:09Day 17:
- Cell C is unwilling to prioritize my case. They have made it clear to me that I have to wait the same amount of turnaround time as a customer who made a late payment even though this whole problem was caused only by their errors.
- As they cannot seem to solve this problem, and I cannot keep waiting for 72 hours after each failed attempt, I made 2 more payments through their mobile app so that my account could show that it is no longer in arrears, and they can immediately issue me with a letter/statement saying that my account is no longer in arrears so that I can continue with my vehicle finance query that was halted due to Cell C's inability to process payment's from their own website.
- I explained this to the condescending agent Tracy (case ***) who refused to assist me with a letter/ statement of account and said that I should just wait for the 4th like everyone else. Once again a total unwillingness to assist with a problem that was entirely created by their incompetence.
- My payments made through the website have also still not been allocated and they have continued to to lie about the turnaround time.
- Cell C is unwilling to prioritize my case. They have made it clear to me that I have to wait the same amount of turnaround time as a customer who made a late payment even though this whole problem was caused only by their errors.
- As they cannot seem to solve this problem, and I cannot keep waiting for 72 hours after each failed attempt, I made 2 more payments through their mobile app so that my account could show that it is no longer in arrears, and they can immediately issue me with a letter/statement saying that my account is no longer in arrears so that I can continue with my vehicle finance query that was halted due to Cell C's inability to process payment's from their own website.
- I explained this to the condescending agent Tracy (case ***) who refused to assist me with a letter/ statement of account and said that I should just wait for the 4th like everyone else. Once again a total unwillingness to assist with a problem that was entirely created by their incompetence.
- My payments made through the website have also still not been allocated and they have continued to to lie about the turnaround time.
JG
Judith G's update02 Mar 2024, 12:09
Reviewer Update
Day 17:
- Cell C is unwilling to prioritize my case. They have made it clear to me that I have to wait the same amount of turnaround time as a customer who made a late payment even though this whole problem was caused only by their errors.
- As they cannot seem to solve this problem, and I cannot keep waiting for 72 hours after each failed attempt, I made 2 more payments through their mobile app so that my account could show that it is no longer in arrears, and they can immediately issue me with a letter/statement saying that my account is no longer in arrears so that I can continue with my vehicle finance query that was halted due to Cell C's inability to process payment's from their own website.
- I explained this to the condescending agent Tracy (case ***) who refused to assist me with a letter/ statement of account and said that I should just wait for the 4th like everyone else. Once again a total unwillingness to assist with a problem that was entirely created by their incompetence.
- My payments made through the website have also still not been allocated and they have continued to to lie about the turnaround time.
- Cell C is unwilling to prioritize my case. They have made it clear to me that I have to wait the same amount of turnaround time as a customer who made a late payment even though this whole problem was caused only by their errors.
- As they cannot seem to solve this problem, and I cannot keep waiting for 72 hours after each failed attempt, I made 2 more payments through their mobile app so that my account could show that it is no longer in arrears, and they can immediately issue me with a letter/statement saying that my account is no longer in arrears so that I can continue with my vehicle finance query that was halted due to Cell C's inability to process payment's from their own website.
- I explained this to the condescending agent Tracy (case ***) who refused to assist me with a letter/ statement of account and said that I should just wait for the 4th like everyone else. Once again a total unwillingness to assist with a problem that was entirely created by their incompetence.
- My payments made through the website have also still not been allocated and they have continued to to lie about the turnaround time.