1 reviews | Active since Dec 2016
Csurance with cellc. Terrible service.
<p>My phone was ****** on 26/11/2016, I went to blacklist it the same day. I went to the police station the next day (27/11/2016) and went to work late to give my documents to the Cellc store just so they have everything required on my side to speed up the process. At Cellc Cresta I was assisted by Thandeka who tried to help me to the best of her ability by forwarding my documents to CSURANCE on 30/11/2016. I also took it upon myself to stress the urgency because I am using someone else's phone in the mean time and need my phone as soon as possible as in this day and age our daily lives require us to always to contantly be in communication. I called Cellc Cresta and Thandeka advised me to follow up 5/12/16. I called them in the morning 3 times and was on the phone for appromimately 10 minutes each time. When I eventually got through to someone he told me my claim has not been proceed yet as it was logged onto their system on 3/11/16 and they need 48hrs so I should do a follow up tomorrow 6/12/16. I explained to the consultant that I called several times holding for about 10 minutes so now calling back tomorrow means I will have to experience the same thing. He showed no remorse or care towards that fact which leads me to believe that customers complain about that regularly. I called in the morning (6/12/16) about 4 times and was on the line for about 12 minutes each time. After about 12 minutes on the line the call goes silent. I continued to hold for another 2 minutes hoping someone would respond but NOTHING. I am absolutely DISAPOINTED that I have to complain before I get any type of service from CSURANCE, especially after Thendeka from Cellc Cresta tried to assist me. Customers honestly cannot be on the phone all day without speaking to anyone as some of us are at work during that time. I saw some of the reviews on Hellopeter and other people have complained about the exact same thing and CSURANCE can't just say they will contact us they must solve the entire issue that we are having with their service so we dont have to constantly complain before we get assitance. I am paying my monthly installments every month and refuse to wait months before my claim is attended to and resolved. We get insurance for a reason and when we need to claim we have to struggle and complain which is UNACCEPTABLE. Honestly this is not how you do things I am extremely DISAPOINTED and FRUSTRATED.</p>
We are in receipt of your complaint and apologize for the inconvenience caused. One of our consultants in the escalations team will contact you and assist with this matter.
Do expect communication during the course of the day.
Regards
Cell C | PN
We are in receipt of your complaint and apologize for the inconvenience caused. One of our consultants in the escalations team will contact you and assist with this matter.
Do expect communication during the course of the day.
Regards
Cell C | PN
I still can't believe Cellc Csurance. I was told they would contact me today (6/12/16) but I haven't heard anything from anyone. I even called the call centre myself this morning (7/12/16) just to try get through to someone but was on hold for 12 minutes. Right now I'm literally on the phone again on hold despeartely trying to get through to someone but I have been on the line for 12mins 55sec. Honestly guys I do not understand how you do business it is impossible to get through to anyone. What are we as clients supposed to do when something unfortunate happens like my phone being stole. Now I can't even claim from the insurance that I'm paying for, simply because the call centre does not answer all day and the head office do not care to contact their customers regarding their concerns. I am deeply disapointed at how you treat your customers! Can somebody PLEASE get back to me this is unacceptable.
I still can't believe Cellc Csurance. I was told they would contact me today (6/12/16) but I haven't heard anything from anyone. I even called the call centre myself this morning (7/12/16) just to try get through to someone but was on hold for 12 minutes. Right now I'm literally on the phone again on hold despeartely trying to get through to someone but I have been on the line for 12mins 55sec. Honestly guys I do not understand how you do business it is impossible to get through to anyone. What are we as clients supposed to do when something unfortunate happens like my phone being stole. Now I can't even claim from the insurance that I'm paying for, simply because the call centre does not answer all day and the head office do not care to contact their customers regarding their concerns. I am deeply disapointed at how you treat your customers! Can somebody PLEASE get back to me this is unacceptable.
After complaining on Hello peter about the TERRIBLE service I received from Csurance no one ever got back to me. I could not just sit and wait as I needed to get my phone as soon as possible so I called the Csurance call center again. I was on hold for about 8 minutes and an agent (Delwan Booyens) picked up and told me he will have to check on the status of my claim. He placed me on hold again and by the time I looked at the call duration I saw that I had been on the call for appoximately minutes so the guy placed me on hold for basically 20 minutes or so. I was so angry at that point and when he finally attended to me he told me that my claim has been approved but I need to pay a charge of R1414,80. I am not sure if this is legitamate but you can only imagine that this added to my frustration as they will not release the phone to me without that payment nor will they accept it as an additional amount on my monthly installments. He also mentioned to me that I will have to call them back again once I have made payment to confirm if they have the phone I want in stock and confirm payment. I HAVE HAD IT WITH CSURANCE THEY DO NOT CARE ABOUT THEIR CUSTOMERS they are so UNPROFESSIONAL and expect us to break ur backs while they give us minimul assitance. IF ANYONE IS CONSIDERING TAKING INSURANCE WHEN TAKING A CELL PHONE CONTRACT WITH CELLC (HOLLARD CSURANCE) PLEASE DON'T, YOU WILL REGRET IT!!! THEY DON'T CARE ABOUT THEIR CUSTOMERS AT ALL!!!!!! WORST SERVICE I'VE EVER EXPERIENCED!
After complaining on Hello peter about the TERRIBLE service I received from Csurance no one ever got back to me. I could not just sit and wait as I needed to get my phone as soon as possible so I called the Csurance call center again. I was on hold for about 8 minutes and an agent (Delwan Booyens) picked up and told me he will have to check on the status of my claim. He placed me on hold again and by the time I looked at the call duration I saw that I had been on the call for appoximately minutes so the guy placed me on hold for basically 20 minutes or so. I was so angry at that point and when he finally attended to me he told me that my claim has been approved but I need to pay a charge of R1414,80. I am not sure if this is legitamate but you can only imagine that this added to my frustration as they will not release the phone to me without that payment nor will they accept it as an additional amount on my monthly installments. He also mentioned to me that I will have to call them back again once I have made payment to confirm if they have the phone I want in stock and confirm payment. I HAVE HAD IT WITH CSURANCE THEY DO NOT CARE ABOUT THEIR CUSTOMERS they are so UNPROFESSIONAL and expect us to break ur backs while they give us minimul assitance. IF ANYONE IS CONSIDERING TAKING INSURANCE WHEN TAKING A CELL PHONE CONTRACT WITH CELLC (HOLLARD CSURANCE) PLEASE DON'T, YOU WILL REGRET IT!!! THEY DON'T CARE ABOUT THEIR CUSTOMERS AT ALL!!!!!! WORST SERVICE I'VE EVER EXPERIENCED!
Derrick has been in contact with you to assist and advise on a way forward regarding this matter.
Regards
Cell C | PN
Derrick has been in contact with you to assist and advise on a way forward regarding this matter.
Regards
Cell C | PN
This morning (9/12/16) I received a call from a Cellc agent (Derek) who dicussed my complaint against Csurance with him. He was sincere with his apology which was much appreciated. He told me that seeing as I have to send proof of payment and contact Csurance again I should rather email the proof of payment to him to ensure that I get a prompt response so I can get my phone as soon as possible. He advised me that he will email Csurance and stress the urgency and get back to me as soon as possible which is great as it is almost IMPOSSIBLE to get ahold of them. I also requested that Cellc should encourage Csurance to sort out the system they use as customers are very angry with them and this does not reflect well on Cellc because we get our contracts and insurance at their branches. I later recieved a call from another Cellc agent (Patrick Maphuti) who also apologized on behalf of Cellc and encouraged me to keep in contact with Derek. I appreciate the feedback and hope I won't have any hassles to receive my phone.
This morning (9/12/16) I received a call from a Cellc agent (Derek) who dicussed my complaint against Csurance with him. He was sincere with his apology which was much appreciated. He told me that seeing as I have to send proof of payment and contact Csurance again I should rather email the proof of payment to him to ensure that I get a prompt response so I can get my phone as soon as possible. He advised me that he will email Csurance and stress the urgency and get back to me as soon as possible which is great as it is almost IMPOSSIBLE to get ahold of them. I also requested that Cellc should encourage Csurance to sort out the system they use as customers are very angry with them and this does not reflect well on Cellc because we get our contracts and insurance at their branches. I later recieved a call from another Cellc agent (Patrick Maphuti) who also apologized on behalf of Cellc and encouraged me to keep in contact with Derek. I appreciate the feedback and hope I won't have any hassles to receive my phone.