Customer Service? Not Really!

I am a Cell C advocate, until it comes to customer service. In store I have had good experiences but unfortunately they are not empowered to go beyond a certain point. So you call the helpline, generally they are lovely but you have no hope of resolving anything or getting passed on to a supervisor or manager. I discovered you could go via messenger (again lovely) but absolutely no hope of resolving your complaint. With one complaint I am still waiting for a refund of R249 for data that I bought but they had no record of, when they finally agreed I had paid for the data (over 2 months later) instead of refunding as requested they gave me the data. I had clearly requested a refund as I had just bought 200gb of data!!!! So I asked them to take back the data and refund the cash. I am still waiting with regular prompts to resolve via messenger.

Yesterday I bought airtime so I prepaid via my bank to convert. In the few minutes that I took to try and convert it R1.72 was deducted. I called the helpline and I was told I had made an international sms I hadn’t. I checked and called back and was told I had used data - I have 190gb data and was on WiFi at work so how?

This morning I got an sms - Dear Customer Please be advised your airtime is being consumed by Internet usage, please be advised your charges are valid, please ensure you restrict all background applications and turn off all automatic updates on Playtsore and Software updates. Regards Cell C

No reference number (so I have no idea which complaint they are responding to) and no way to respond (I tried to send the following)

I have data so why is my airtime been used? I was also at work on WiFi at the time. It means that the way you claim usage is not correct because 1. It should not be using airtime if I'm on WiFi and I was 2. I have data which should be used first. 3. I was told that this was an international sms when I had made no sms at that time. This is not a satisfactory explanation it reeks of you making excuses that I have no way of disputing. You can't tell me what the number is that I am suppose to have sent an sms to. You have sent me several messages saying airtime can no longer be used for data unless I opt in which I haven't. So something does not add up. What are Cell C doing that is causing this?! I think you are taking small amounts from your pay as you go customers knowing that it is virtually impossible for them to dispute.

While the second complaint is about a small amount of money I find their lack of transparency and dismissal response to both my complaints frustrating and unacceptable.

Now I know someone from Cell C will respond to this (because they are good at that) but I doubt that they will resolve the complaint. Why should they when they can look proactive but in reality as the customer you have no recourse.

Cell C the friendly face that really doesn’t care at all.