DISGUSTED

Good Day Cell – C

I trust that this mail finds you in good health

I am writing to you to express how disappointed with your appalling after service

It is very disappointing that when a customer takes up a contract with you , the service is 100% however when there is an issue no one seems to care or associate themselves with assisting the customer , I am extremely disappointed and if it weren’t for the upgrade that I just took – I would ensure to cancel any services from cell c and ensure that I do not recommend Cell c to any friends and or family members because you have proven to be like one of those companies who do not care about their customers , once the deal is sealed to hell with other issues that may come.

Earlier in March , I cannot recall the date , I phoned your customer service line requesting to pay – off and cancel one of my contract

I was provided with the details and the amount which I needed to pay it came up to R2300 and some change , from this amount R1 513,98 was to be paid cash into your account and the rest deducted on as a debit order on my scheduled date 25th of March 2023.

I made the payments of R1 513,98 to your account via EFT on the 24th of March 2023 and sent the proof of payment on the 25th of March 2023 to *** with the telephone number in question.

On the 1st of Aril 2023 , I realized I received the benefits which came with the contract , I then phoned to do a follow up , whilst doing a follow up the lady who was assisting me picked up that I missed a 7 on my reference number , which I take full accountability for . It was mistake , I take it , I accept it. She then suggested I send her the proof of payment to her and she will escalate the matter so to your finance department so that they can allocate the funds , I did just that and sent through the payment *** – please note I do not have any issues with this lady as her service was great better that the service I received from one of your other consultants who decided to hang up on me . Back to the Buthelezi lady , she kept saying she wanted a proof of payment as what I had sent to her was a statement , which I could not understand because what I provided her with is a document you receive from FNB when you make an online payment , it serves as proof of payment – I further sent a screen shot of the payment from my online banking and the transaction detail .Anyways she said she was going to flag my case and send all documents to your accounts department for allocation of the funds. She then promised to call me back if my memory serves me right the following week to check if I someone has called to assist me with my issue , well that didn’t happen – which again I am okay with that because she was the first person to actually listen to my issue and try to assist .

Fast forward , I started making calls to do a follow up from my end and I kept being informed that the contract was still very much active . My last call which I made last week I was told that my case will only be resolved on the 10th and reminded that I am the one who made payments to the wrong account , therefore the accounts department still needs to allocate those funds , speak to the customer whose account was credited with my payment , make a reversal so on and so forth.

So again I accepted that , because Afterall I am the one who missed a digit on my reference even though I provided the correct contact number on the content of the email – I guess that did not matter and I accept that.

What I do not accept however is the fact that I was told my issue will be resolved on the 10th , I must call in on the 10th to follow up – I did that and was told it’s a public holiday and therefore should call the next day . I phoned yesterday 11th of April 2023 I think 3 / 4 times if I’m not mistaken, first lady said she was going to escalate my matter which at this point I am sick and tired of the escalation issue because have heard it since this matter began . The second gentleman said how was going to get his team leader Jabu to call me , I am still waiting for Jabu to call by the way – 24 hours later? I called again requesting to speak to this Jabu I was told he was in a meeting – at first he was in a call , second time he was in a meeting.

I then received a call from Llewelyn , unfortunately when he called I was busy on another call sorting out the insurance issue , I requested that he calls back at 11h30 , of which he did and hourened that request but I was still on a call with the insurance, he left a voice mail message – I called back but no one seemed to know who or where is Llewelyn is based which I understand because ofcourse it’s a call center and he could have been calling from any of the cell – c branches.

I explained my issue and asked if I could at least speak to a team leader that is available to take my call , I was asked to send the proof of payment which I sent on the 24th to your proofofpayemts address and again on the 25th to the Buthelezi lady , I therefore refused to send the proof of payment again , I was not about to take that and be sent back and forth by cell – c , I demanded to speak to a team leader and was told that the team leader will call me back , again 24 hours later – I am still waiting for the so called team leader to call me , oww and I was also informed that someone from the accounts department will call me and it was specific – both team leader and the accounts department were going to call me yesterday before close of business , I am not sure how does cell c measure their before close of business because 24 hours later no one from the people who I was promised were going to call me have actually called me

I am failing to understand why no one can give me answers , the money was definitely paid into your account – how is it possible that allocating funds to may account could be such a mission and why is it that no one is calling to assist me with this very frustrating issue

Come month end , I will be paying for phone that is no longer in my possession because cell c is blatantly refusing to cancel the contract , I mean atleast that is how I see it

I am extremely disgusted with your after service and would definitely not recommend anyone at all reading this message to even consider for the slightest moment cell c as a service provider because they have proven to me that customer service only applies during the process of sealing a dela thereafter nothing.

Like I said & I am saying it again , if it weren’t for the damn upgrade I just took I would be cancelling all dealings with service – Iam extremely disgusted and disappointed in the manner that I have been treated ,do yourselves a favour and listen to all of my calls – listen to the girl who hung up on me when I was frustrated trying to get my point out . That’s the after service we receive from cell c. I would really like to know when will this contract be cancelled & if it will be cancelled or cell c will continue to deduct money from my account for a contract that I have paid up – to me this is exactly what it looks like because no one is giving me answers.