Hellopeter
Share Your Experience
NW
Nadine W

1 reviews | Active since Feb 2024

22 Feb 2024, 10:25

Enough is Enough

If I could give Cell C a Zero I would however you have to add a rating in order to be able to add information on Hell Peter.

I have on numerous occasions spoken to consultants, who automatically apologies without even listening to the person speaking. I have been transferred between consultants numerous occasions and have to provide the same information over and over, they ask for the exact same information that your prompting asks for e.g.ID. They transfer you to a different consultant and the same thing! Ridiculous!!

The team don't seem to understand clear English, I have held on to the lines for more than 3 days holding for 2 to 3 hours each time, they say the email will be attended to within 24 to 48 hours and still nothing!

I have numerous reference numbers and have asked to be transferred to a manager, I then got told this cannot be done and I should wait for the call from the MANAGER!!! It has been more than 2 days, I called again this morning and became extremely agitated as the consultant again didn't listen and would not transfer me but was kind enough to say that I must wait for the managers call whenever that may be and that the consultant would terminate the call if I don't hang up.

I see that the responses to the queries and complaints on Hello Peter say the same that this has been escalated and someone will be in contact in 24 to 48 hours. This is not acceptable, also your CEO's offices contact details are not available. Your complaints process and escalation flow is not listed and this makes clients more frustrated.

The level of after service leaves a lot to be desired.

I am disgusted!!

0
Replies (9)
Cell C
Cell C's reply22 Feb 2024, 10:40
Official
Dear Nadine Walters,

Thank you for getting in touch.

Please receive our sincerest apologies for the unpleasant service you've experienced with us thus far. This is not a norm at Cell C as we take customer service satisfactory very serious and strive to provide the best customer service to our valued customers. 

Kindly note that we have referred your query to our Team. We can assure you that one of our consultants will make contact with you within 24-48 working hours to assist with the matter.

Regards,
Cell C | GN
NW
Nadine W's update27 Feb 2024, 08:56
Reviewer Update
After a week of back and forth still nothing, what makes it worse is I received an email with details for a different client sent to me, it would seem that even escalations don't work.

I am exhausted by this.

Beyond angry now!
NW
Nadine W's update27 Feb 2024, 09:21
Reviewer Update
I Just received a call from Kgalela - exceptionally rude and dropped the phone down in my ear. Does anybody have the CEO's office contact details - this is ridiculous.
NW
Nadine W's update27 Feb 2024, 09:31
Reviewer Update
When in another 10 days, this is not acceptable and your staff are rude. As stated when dealing with Phumzile, the one account was sent to SSD and was paid the other account because you guys didnt combine them is the one that i am awaiting

Again, you responding on Hello Peter but no one has contacted me, again the Kgalela who called me this morning was rude and hung up and nothing is done. This is not on.

i have asked for you CEO's office contact details and you not providing it.
NW
Nadine W's update27 Feb 2024, 10:18
Reviewer Update
I would hope so,

I am not asking for company personnel details, your CEO would have a complaints office set up, you as Cell C do not have a escalation process that is public and therefore asking you to give the correct information. Your escalation process is non existent, your staff don't care because there are no repercussions for the way your clients are treated. Your Managers don't call back and staff refuse to transfer you to a manager.

Your staff do not listen when a client explains and transfers you 20 times because they don't want to help and/or don't know where to send you correctly to be serviced.

This is terrible service for a so called company of your reputation in the market, noting all the complaints on Hello Peter because of this.

I was dealing with Phumzile from your social media team and your back office still ignored her, she has probably given up because she hasn't contacted me at all again - last call was Saturday. Noting that she would not be working on Sunday, however Kgalela calling me without even reading notes on the system before calling the client to ensure that you are speaking to the clients requirements.

Again your processes leave much to be desired, again to pay and close an account takes more than 3 weeks.

Saying again your process for escalation is atrocious.
NW
Nadine W's update01 Mar 2024, 08:39
Reviewer Update
Still no feedback it is almost a month now.... this is becoming more than frustrating and they wont give me their CEO's complaints office details.

What do you have to do to get things done and resolved. Still noting!!
NW
Nadine W's update01 Mar 2024, 08:40
Reviewer Update
Keep on getting the same response over and over again..... no resolution ... staff dropping the phone in your ear.... what now? OMBUDSMAN ROUTE!!!
NW
Nadine W's update01 Mar 2024, 09:34
Reviewer Update
I've been hearing this... nothing happened.....
NW
Nadine W's update01 Mar 2024, 10:59
Reviewer Update
Well nobody has contacted me .... if this is so urgent it would have been resolved and this is so simple. First Call Resolution opportunity has taken you 3 weeks.