DISGUSTING SERVICE!!!!

I took out a contract with Cell C in June 2020, I was very happy with everything until July 2021. Cell C started having issues with their billing system, July 2021 was the beginning of a massively frustrating and enraging account issue started. In July 2021 Cell C took my monthly debit order of R489.00 off my account on the wrong debit order date. The funds were not available in my account so therefore the debit order would cost me in bank fees. I phoned into Cell C and spoke to an agent in customer care I advised I will be reversing the debit order and will pay the amount on the correct debit order date. I then paid my debit order amount of R489.00 in full on 30 July 2021. From August 2021 going forward Cell C completely FAILED to take my debit order off on the correct date. FAILED to take the correct debit order amount off of my account. Leading to more reversals on my account in certain months, however the months that Cell C took off too little I always made sure i paid in the difference on the account and that the account never ran into arrears. After 6 months of not being contacted by ANYONE. After 4 months of dealing with these issues and continuously phoning in to make sure my account was paid in full and was up to date. On the 30th of November 2021 Cell C debited R997.99 from my account, and enough was enough. I went into the Cell C branch at Eastgate to dispute this amount, when I got to the branch there was no Manager available to speak to. I was then helped by an agent named Shahid. I sent him my clearly highlighted bank statements from July 2021 - November 2021 via email whilst in the branch. He then stated that the 30 July 2021 payment was missing on his side and that he would escalate the issue to head office. He also phoned the head office and spoke to an agent just to confirm this issue. Then near the end of December 2021 I phoned call center again to confirm feedback on the query that was escalated and to see if the issues on the account were sorted. To my immediate frustration my bill for December 2021 was now again R807,99. At this point I was now furious I phoned Shahid and asked for the direct number to Cell C's head office. I tried to phone head office and the line stated that the number did not exist. I then phoned Shahid back and stated that I wanted this query sorted immediately. Shahid had also suggested that I phone the accounts department of Cell C. The next day I phoned into the accounts department and spoke to a lady ny the name of Mbali in the collections department, she was very helpful and told me that NOTHING had been noted on my account and NO query had been escalated and sent through the finance department for this query to be sorted.

Now this is where I would just like to say Shahid spoke to an agent in your head office and she completely FAILED to escalate anything! WHAT KIND OF PEOPLE ARE HIRED AT CELL C HEAD OFFICE?! WHAT KIND OF CUSTOMER SERVICE IS THAT?! I HAVE AN ISSUE, I QUERY IT AND I CANT RELY ON HEAD OFFICE AT ALL!!!!

After speaking to Mbali in collections, she then added notes on my account, got me to send a bank statement for my September payment that she couldn't see on her side and ACTUALLY escalated the query to the finance / credit department. She stopped the debit orders on my account from January onwards until all the issues were sorted. She was not able to stop the debit order for December as it was already close to the debit order date. And as discussed with Mbali, I would simply reverse the debit order for December 2021 and then wait for the reversal to reflect, the account to be updated by the finance department and then simply pay in the correct debit order amount for December 2021. I then phoned into the customer care on Friday 07 January 2021 to find out if the reversal had reflected and I was told by the agent I spoke to that it hadn't, but there were 2 credits added to my account as cash payments 1 - R240.00 on 17 December 2021 and another of R350.00 on the 03 January 2021, and I was to call in again on Monday 10 January 2021 to confirm.

I then phoned into the call center and after half an hour of getting through, explaining to an agent, trying to get transferred and getting cut off. I AGAIN had, had enough. I phoned into the Cell C Eastgate Branch again and spoke to an agent by the name of Allan. I requested to be transferred to head office again, Allan explained that he could not transfer from his side, and asked if he could assist me instead. After doing my best to stay calm and explain the whole issue as patiently as possible I just felt that Allan absolutely couldn't give less of a **** about the utter inconvenience Cell C has caused me! He explained that I had been credited for all the penalty fees added to my account for the reversals, that I had been over credited and that both credits did not count towards my December bill of R489.00 and that I still needed to pay an amount of R458.00 for December, he would escalate the further penalty fee for Decembers reversal once I had done the payment of R458.00. So I did the damn payment and sent a POP through the Eastgate Branch and got a call from Allan stating he had forwarded the email to the finance department so the payment can be allocated and the penalty fee not charged.

Lastly, AFTER ALL THIS ****ING INCONVENIENENCE THAT YOU, CELL C HAVE PUT ME THROUGH, OVERCHARGED ME, ADDED PENALTY FEES TO MY ACCOUNT FOR YOUR **** UPS. COULDNT BE BOTHERED TO PHONE ME OR ACTUALLY PROVIDE CUSTOMER SERVICE AGENTS THAT CAN ASSIST CORRECTLY. I MUST NOW STILL JUST CARRY ON PAYING REGARDLESS OF CREDITS!!!!

I WILL BE ****ING CANCELLING THIS CONTRACT IN JUNE 2022 AS YOU ARE SIMPLY ****ING USLESS AND YOUR CUSTOMER SERVICE AND COMMUNICATION SUCKS!!!!!!!!!! YOU WASTED MY PETROL, MY AIRTIME, MY TIME AND PUSH MY PATIENCE TO THE LIMIT, AND I STILL GET TOLD TO JUST PAY MY DEBIT ORDER IN FULL REGARDLESS OF THE CREDITS ON MY ACCOUNT. AND DONT UNDERSTAND ME WRONG, I UNDERSTAND EXACTLY WHAT WAS EXPLAINED TO ME BY ALLAN REGARDING THE CREDIT. I JUST FEEL IT IS A ****ING CHEEK AFTER WHAT I HAVE GONE THROUGH BECAUSE YOUR BILLING SYSTEM WENT DOWN!!!!!

Kindly note Mbali from collections is the ONLY agent that assisted me correctly and make me feel like the issue was cared about and will get sorted.

Regards Tayla Fitzgerald *** *** *** - ***081