HF
Hayley F
1 reviews | Active since Nov 2020
09 Jun 2021, 07:03
Data package downgraded without my consent but full monthly installment deducted off my bank account.
This morning I received an sms with my data balance being 20GB (10GB anytime and 10GB night time) less than what it should be. I contact the customer care service and get told that my package was downgraded without my consent but the full contract amount was deducted off my bank account. When I asked who authorized the downgrade I was told to call back at 8am when someone can assist me. Then to add insult to injury I agree to call back and make it known to the customer service agent I am placing this on Hellopeter. Then he asks me to hold the call while he consults his team leader for a viable solution.
I have had a contract with Cell C since 2008 and this is happening. Customer service agents who can't provide proper assistance and as the customer I need to call back to resolve a matter I didn't authorize. Just classic cell c.
Helpful (0)
Replies (9)0
Replies (9)
Cell C's replyOfficial
09 Jun 2021, 08:17Hi Hayley
Thank you for reaching out to us.
The promotional data that was valid for 24 months on your account has now expired.
We have requested that our team contact you to explain the account and provide alternative options to you.
^MM
Thank you for reaching out to us.
The promotional data that was valid for 24 months on your account has now expired.
We have requested that our team contact you to explain the account and provide alternative options to you.
^MM
Cell C's reply09 Jun 2021, 08:17
Official
Hi Hayley
Thank you for reaching out to us.
The promotional data that was valid for 24 months on your account has now expired.
We have requested that our team contact you to explain the account and provide alternative options to you.
^MM
Thank you for reaching out to us.
The promotional data that was valid for 24 months on your account has now expired.
We have requested that our team contact you to explain the account and provide alternative options to you.
^MM
HF
Hayley F's updateReviewer Update
09 Jun 2021, 08:42Your response is infuriating. None of your staff contacted me before this promotion ended. As a customer, cell c has made it my responsibility to follow up on when promotions end as well.
We are in a global pandemic and I am a part time student who uses the data to attend class. Now what must I do? If I dont pay the monthly fees on time cell c terminates my service. I pay the monthly fees on time and this happens. Cell c needs a massive upgrade where customer service is concerned.
Cell c's inability to provide proper customer service has now affected my tertiary education. As stated by the customer care agent it takes 2 days for someone to contact me with alternative options.
We are in a global pandemic and I am a part time student who uses the data to attend class. Now what must I do? If I dont pay the monthly fees on time cell c terminates my service. I pay the monthly fees on time and this happens. Cell c needs a massive upgrade where customer service is concerned.
Cell c's inability to provide proper customer service has now affected my tertiary education. As stated by the customer care agent it takes 2 days for someone to contact me with alternative options.
HF
Hayley F's update09 Jun 2021, 08:42
Reviewer Update
Your response is infuriating. None of your staff contacted me before this promotion ended. As a customer, cell c has made it my responsibility to follow up on when promotions end as well.
We are in a global pandemic and I am a part time student who uses the data to attend class. Now what must I do? If I dont pay the monthly fees on time cell c terminates my service. I pay the monthly fees on time and this happens. Cell c needs a massive upgrade where customer service is concerned.
Cell c's inability to provide proper customer service has now affected my tertiary education. As stated by the customer care agent it takes 2 days for someone to contact me with alternative options.
We are in a global pandemic and I am a part time student who uses the data to attend class. Now what must I do? If I dont pay the monthly fees on time cell c terminates my service. I pay the monthly fees on time and this happens. Cell c needs a massive upgrade where customer service is concerned.
Cell c's inability to provide proper customer service has now affected my tertiary education. As stated by the customer care agent it takes 2 days for someone to contact me with alternative options.
Cell C's replyOfficial
09 Jun 2021, 09:15Hi Hayley
Our Support team will contact you for assistance, please await our call.
^MM
Our Support team will contact you for assistance, please await our call.
^MM
Cell C's reply09 Jun 2021, 09:15
Official
Hi Hayley
Our Support team will contact you for assistance, please await our call.
^MM
Our Support team will contact you for assistance, please await our call.
^MM
HF
Hayley F's updateReviewer Update
09 Jun 2021, 11:11When will the support team be contacting me?
HF
Hayley F's update09 Jun 2021, 11:11
Reviewer Update
When will the support team be contacting me?
HF
Hayley F's updateReviewer Update
09 Jun 2021, 12:21If I default on my monthly payment, the first question I get asked is date when I will make the payment. Now I need a date when this error on cell c's will be resolved and your response is your turn aroun time is 24 to 48 hours.
Another excellent example of your customer service.
Another excellent example of your customer service.
HF
Hayley F's update09 Jun 2021, 12:21
Reviewer Update
If I default on my monthly payment, the first question I get asked is date when I will make the payment. Now I need a date when this error on cell c's will be resolved and your response is your turn aroun time is 24 to 48 hours.
Another excellent example of your customer service.
Another excellent example of your customer service.
Cell C's replyOfficial
09 Jun 2021, 12:31We understand this can be frustrating at times. We will contact you.
^NH
^NH
Cell C's reply09 Jun 2021, 12:31
Official
We understand this can be frustrating at times. We will contact you.
^NH
^NH
HF
Hayley F's updateReviewer Update
09 Jun 2021, 12:51I'm glad you understand this can be frustrating. The customer service agent didn't even help me until I told him on a recorded call that I am posting this incident on hellopeter. All of a sudden a viable solution could be worked out. Why should I resort to these measure to get proper assistance from a service provider?
I have missed 2 classes already this morning. So who's going to reimburse me for my time and energy wasted as well as the classes I missed? Your apology won't suffice.
You still haven't resolved the matter and by the looks of your responses there is no urgency on your end to resolve this matter for me.
I have missed 2 classes already this morning. So who's going to reimburse me for my time and energy wasted as well as the classes I missed? Your apology won't suffice.
You still haven't resolved the matter and by the looks of your responses there is no urgency on your end to resolve this matter for me.
HF
Hayley F's update09 Jun 2021, 12:51
Reviewer Update
I'm glad you understand this can be frustrating. The customer service agent didn't even help me until I told him on a recorded call that I am posting this incident on hellopeter. All of a sudden a viable solution could be worked out. Why should I resort to these measure to get proper assistance from a service provider?
I have missed 2 classes already this morning. So who's going to reimburse me for my time and energy wasted as well as the classes I missed? Your apology won't suffice.
You still haven't resolved the matter and by the looks of your responses there is no urgency on your end to resolve this matter for me.
I have missed 2 classes already this morning. So who's going to reimburse me for my time and energy wasted as well as the classes I missed? Your apology won't suffice.
You still haven't resolved the matter and by the looks of your responses there is no urgency on your end to resolve this matter for me.
HF
Hayley F's updateReviewer Update
09 Jun 2021, 17:01After all this unnecessary drama the upgrade took less than 5minutes. Thank you
HF
Hayley F's update09 Jun 2021, 17:01
Reviewer Update
After all this unnecessary drama the upgrade took less than 5minutes. Thank you
Cell C's replyOfficial
09 Jun 2021, 17:30Thank you for the update.
We humbly apologise for the service you have experienced thus far.
^NZ
We humbly apologise for the service you have experienced thus far.
^NZ
Cell C's reply09 Jun 2021, 17:30
Official
Thank you for the update.
We humbly apologise for the service you have experienced thus far.
^NZ
We humbly apologise for the service you have experienced thus far.
^NZ