Data Credit Non Existent - Again

Dear Cell C,

I trust all is well

I purchased a Black Friday data special - 50GB Anytime Data and 50GB Night Data. The Call Centre was called to confirm times for Night Data times as info. on the Cell C website was very vague

06.12.2020 at 13:51 I confirmed with an Agent 1 a min. of 3 times and was advised times for night data were 12:00am to 06:00am

To my dismay I discovered that data was being taken out of my anytime data although used during advised times, hence, the Call Centre was called again

27.12.2020 at 12:42 I explained concern to Agent 2 who advised times issued were incorrect and it was 01:00am to 05:00am (Maybe not, I don't know). After a lengthy complaint (advising agent I was told by Agent 1 of the times and to listen to the call recording for confirmation), hesitancy with a don't care attitude and asking for a TL, a case was created - ***. Agent 2 advised resolution will take 24hrs to 48hrs

29.12.2020 at 11:44 Call Centre called again and Agent 3 advised resolution will take up to 10 days

12 cases, no feedback and only annoying sms's asking if I am satisfied with the service and to rate the resolution later, I write in dismay with some suggestions from a layman

1. Product / VAS launches to be communicated clearly to Call Centre with terms and conditions of product / VAS (to the entire business and all cross sectional departments) 2. Product training, implementation and live scenarios to be introduced to ensure Call Centre is comfortable with product and not just reading of a script to answer questions 3. TL's to be readily available to speak to consumers 4. Phone etiquette, customer service etiquette and voice etiquette to be introduced 4. Specific's to be updated correctly and clearly on website (Info on purchased product / VAS and not only price as in above case to be displayed)

Thanking You

A customer who was on contract since 2002 (wow, yes, look at my account history) and converted to prepaid in about 2018 due to work contracts with another SP

A customer who never transgressed on a debit order (super, yes, look at my account history while on contract)

A customer who previously through no fault of his lost 600MB of data due to your systems showing I had data with an sms and then gone, created a case and a TL who responded brushed me off like the layman that I am (I did give him suggestions for the sms notifications as to be specific on carry over data and expiry)

A customer who loads the 50GB Anytime Data at R500 maybe once every two months

Apologies for taking up your time