Complaint disgusting service

Good day

I am typing this email out of so much anger and frustration based on the horrible service I have been receiving from you, your client care and Cape Gate branch has miserably failed my expectations.

I have been with you for the since the age of 13 when my mom handle my account and when I became of age I moved over with the contract. After so many years and dedication towards Cell C I never thought that I would be treated so horribly.

I have deductions going off my account for things that I have never been made aware of before. I called in on the 26/07/2021 in order to find out more about why these amounts are being debited from my account. The agent advised that I have subscriptions on my account however they cannot assist me in informing me what subscriptions they are. The agent advised that in the meantime I cancel the subscriptions by dialing *131*3# even when doing so it does not indicate what the subscriptions are for. I politely did what the agent asked me to do. I asked her what happens with the difference in funds as I cannot be liable for paying amounts that I am not even aware about. Reference number: ***.

On the 27/07/2021 I contacted the call center again who now gave me a complete different answer and advised that there are no subscriptions on my account and that my internet is not linked to my account and it does not take my data it takes from the subscription amount. On a side note the agent was wrong as my data is still being used. This agent did not provide me with another reference.

Now if you are human enough you can understand my frustration and confusion, but it does not end here. Due to the different scenarios I have been given telephonically I decided to take some time off from work and visit one of your branches, Cape Gate, I was in for a big surprise.

When I entered your Cape Gate branch on the 27/07/2021 at 16:10pm, there were 2 consultants available one assisting contract clients which I can understand as I am not a difficult person and I also deal with clients on a daily basis. The second consultant was the manager (Maxine Thurston) who mind you was not even adhering to covid19 regulations due to the fact that she was assisting clients without a mask. Once Maxine was done assisting a contract client she did not say anything, got up and went to the back office. At this point I was waiting for someone to assist me and a gentlemen came out of the back office (Justin, refused to give surname) Justin then came out and shouted to everyone in store that the system is offline and that they will not be issuing any contacts, this was at about +-16:30. I advised Justin that I am not in store for a new contract but for something that needs to be sorted out on my account. Justin then told me to have a seat at his desk and explain to him what is going on my account he didn’t even bother opening his system and going into my account. He listened to my scenario and told me that he cannot help me and that I would need to call in. I advised him that I have been calling in and not been receiving good service and that the agent told me I can visit a branch and they will either be able to look at my account for me or they can call in for me. It was at this point that Justin said he won’t assist me and I must call in. I then asked to speak to the store manager as his attitude was coming across as aggressive and I did not appreciate this. The manager then came to the desk, did not introduce her or even bother to ask me what the problem was she just immediately said exactly what he said. I explained to her my situation and she also advised that they won’t assist me. At this point my emotions and frustrations were very high. I advised them that I will not leave the store until someone assists me. Your store manager Maxine also had a very bad attitude of throwing doors in front of clients; I found this to be very unprofessional and immature. Justin then finally went into my account but all he showed me was my bill of which I have access too. I then asked him that I need the detail so I can see what the extra amounts I am paying for are. He signed off his system put his bag on his back and said he won’t be assisting me.

I then asked for the contact details of the superior so that I could take the matter further due to the bad client service I was receiving from both the agent and the manager. At this point your staff started having arguments with each other and swearing in front of me because I am now disrespectful as they want to go home. They also refused to give the contact details of the supervisor instead they provided me with another contact center number.

I could explain so much more on how I feel, but the keyboard and my email will not do any justice. I want my matter to be sorted out and I want a realistic explanation as to what is going on my account. As for your staff in the Cape Gate store they are pulling your name and brand through the mud, I suggest you handle that situation on your own. I will never visit that store again in fact I think I am done with your pathetic services.

Have my situation sorted out with a matter of urgency.

Yours in frustration

Cazzlyn Lucas

Cellphone number: ***