CellC - Pathetic, non-existent Customer Care

Kindly refer to your Reference numbers -
***
***
***
***0
***

Kindly provide an answer to my question regarding your obtaining my ID number.
In your private message in response to my posting this issue to this page on Hellopeter, you requested me to provide my ID number (as quoted below).

"Hi Phillip

We are in receipt of your complaint and apologize for the service you have experienced. Kindly send us a private reply with your ID number and we'll get our support team to assist."

How did you obtain my ID number?

CellC thought it good and right to start using a 1GB 30-day data bundle that was activated at or about 19h25 on 08/03/2022, while a 5GB 7-day data bundle that was activated on 06/03/2022 was still active (721.76 MB) and due to expire on 13/03/2022. This is ridiculous, as the 7-day bundle would be lost if the 30-day bundle was to be used to depletion first.

The CellC agent that was contacted to lodge my inquiry explained that "...the data bundle with the longest (life) would be used first...". I am not sure if this person was trained by CellC in these things, but she certainly displayed a total lack of knowledge in this regard!
I am the owner of three sim-cards, each with a different service provider and I have NEVER had this situation arise with any of the other telecommunications service providers.

This situation was not addressed or rectified by CellC and I was forced to use up the 30-day bundle as well as the 7-day bundle before the expiry date of the 7-day bundle in order not to lose the money spent.

The agents at CellC's "Customer Care Center" (CCC) apparently all work their own agenda when it comes to the so-called "Security Questions" (SQ). According to a few of these agents I need only answer "...three questions correctly..." in order for them to gain "access" to my account. If this is the case then why do they ask me seven (and sometimes more) questions? It would appear, from my experiences with various agents AND supervisors that there is a certain set of SQ's that they would ask. In some instances "access" to my account would be obtained, but in other cases, even though the exact same answers are given, "access" would be denied.
It has happened that I would call the CCC and be denied assistance by one agent, but when calling again immediately thereafter, the following agent would miraculously "obtain access" on the the same set of SQ's and the exact same answers given.
Strange... very strange!

It would appear as if the agents employed by CellC have reached a point where they started implementing their own criteria as to who they feel like helping and who not. If this is in fact the case, then CellC has to seriously consider a.) re-training their agents or b.) closing shop.

One of the supervisors that I had conversation with during one of my calls to the CCC, suggested that I set up a"Self-help PIN" (SHP) in order to avoid these so-called SQ's. I duly called the CCC number and set up an SHP. Upon reaching the very same supervisor, I attempted inserting my brand-new SHP TWICE, without success. Every time this was attempted, the system would respond with a message, saying, "Oops(!)", followed by some excuse for the system failing and that I should try again later!!! The supervisor then went through the SQ's and attempted to "access" my account... with the same response from the system!

How pathetic is this?

By now you are certainly wondering how many calls I made to the "Customer Care Center". FIFTEEN (15) calls from my own hand-set from 9 March 2022 to 21 March 2022. A further FIVE (5) calls were received from the CCC.
All of these calls relate to the reporting and the following-up of a variety of complaints. The complaints were reported as follows:
DATE REFERENCE #
09/03/2022 ***
09/03/2022 ***
14/03/2022 ***
14/03/2022 ***0 (?)
21/03/2022 ***

Kindly note the time-gaps where CellC was given ample time in which to make good their promise on service-delivery, i.e. 24 to 48 hours turnaround for feedback on a reference number. Further to this, be advised that NO FEEDBACK on ANY of these references has been received. I did, however receive SMS's saying, 'Receive feedback' without any actual feedback!!!

It must, in all fairness also be brought to record that I was phoned by someone from the "back office" a mere 3 hours 9 minutes after my first report on 09/03/2022. This gentleman asked for my name and, even though I confirmed my identity, still wanted to proceed with asking me SQ's!!!

How hopelessly pathetic is that?

He did, however recommend that I called the CCC and, when providing the reference number to the agent wouldn't be asked SQ's, as I would be doing follow-up on an outstanding complaint. (???)

So, I called. And... sure as rain, I wasn't asked one single "Security Question" to "access" my account. The agent informed me that "the case was still going". Since I haven't been updated yet to date of this writing about the resolution to this matter, it is still "going", although an SMS, as described above has been received.

Personally, I would recommend that the directors and senior management of CellC get of their asses and become involved in their "Customer Care Center" for the mere reasons that this is the company's "window" to the public and, most importantly this is where their (fat) pay-checks come from.

Dear CEO, directors and senior management of CellC

If I, customer decide to not spend anymore money with your company, but rather port my number to one of your opposition companies, you will join the statistics of unemployed people in our country. Don't be too comfortable in your luxury office chairs, but get up and see what you can do to improve things and perhaps help save your (and your employees') jobs.

Phillip van der Walt

As a matter of extreme urgency, I hereby request that CellC provide me with proof of my registering my Identity number with their company or the procedure followed through which my ID number was obtained. (Legal advice is being sought in this regard.)

It would appear as if CellC is living up to their reputation by not responding at all.

Typical!

Absolutely pathetic, to say the least!