Exhorbitant Charges and Poor Service from Call Centre

<p>To whom it may concern,</p> <p>I have waited for over a week for a response from a supervisor and as none has been received I feel I have to resort to posting my issues on social media.</p> <p>I called yesterday 23 May 2017 to increase the limit slightly for 6001 and was advised that the recurring Whatsapp bundle had not yet been added for 2312.<br />This apparently has now been done…<br />I am however very concerned that the correct packages etc have not been updated for my account.</p> <p>In addition, I have still not heard from any supervisor/management about investigating my account, and I have followed up regarding this with three phone calls but no one ever seems to be available.<br />This is absolutely unacceptable customer service.<br />It is shocking that after I paid over R4000 for my January statement, I requested for a more cost effective account which wouldn’t cost me as much to be activated.<br />I hoped that the call centre operator would be qualified to give me the necessary advice and action this on my account… however I received ANOTHER R4000 + bill for February.<br />In the past before I had upgraded the account it very rarely exceeded R1500 so something is VERY wrong.</p> <p>Just to relay some of the facts…<br />1. I initially requested advice on upgrading my business contract 9 Jan 2017 and after going backwards and forwards with various call centre operators I confirmed the upgraded contract…(that was meant to be more cost effective!!!) on 20 Jan 2017<br />2. I did not receive my January statement so sent in a request for this, received it and an absolute shock when I saw that we had been charged over R4000 for the Jan statement.<br />3. On 20 Feb 2017 I sent in data analysis request, which was only sent to me on 27 Feb 2017. This is unacceptable!<br />4. On 1 Mar 2017 I queried the usage details as per the report on and by 7 Mar 2017 had still not received a response This is unacceptable.<br />5. On 9 Mar 2017 I finally received some feedback from Lesego, who has been the only helpful and competent person to deal with to date, however I then discovered that my Feb statement was over R4000 again!!!<br />6. Once again the statement hadn’t been received, I have checked my spam folders.<br />7. I believe that I have been misguided and misinformed by Cell C, as I specifically made contact with numerous people over the course of the last two months to reduce my account fees. Due to various incompetencies throughout the organisation I believe that my business has suffered.<br />8. This was meant to have been escalated to a supervisor last week on 17 Mar 2017 and they were due to call me to discuss and resolve, however it is now the 23 Mar 2017 and I have still heard nothing.<br />9. I have responded to a number of ********** emails requesting feedback and I’ve expressed my dissatisfaction however there has been absolutely no follow up to this… Why bother sending this 'survey' to your customers?</p> <p>As per my email on 8 Mar 2017 I reiterate my major issues:<br />1. There should be a business centre one can go into to deal with queries and the call centre is shocking! It is incredibly time consuming to constantly have to call the business centre and deal with *********** staff. No one knows where to direct queries to and they are not dealt with correctly.<br />2. When an enquiry is sent to business@cellc, without fail I have to call and/or email to chase up the query. I receive the automate response saying I’ll get feedback within 24 hours… and then nothing!<br />3. As a business customer I have been ‘guided’ by Cell C staff and changed my contract to better suit our business needs but my bill has only increased. There should be someone who can do a proper analysis on our bills and provide feedback swiftly and accurately.<br />4. The contract limit/ status system for business customers is very poor. At any time, as a business customer I should be able to login online and see which each contract usage is sitting. I have received messages to say that there are now apps we can use to track our usage but when I’ve tried to download this I’ve been advised that this is not for business customers. It is VERY difficult to track and follow the live and accurate status of where accounts are sitting at any time.</p> <p>Please refer to countless emails with further information.</p> <p>I expect this email to get escalated to the correct person that has the authorisation to;<br />1. Analyse and advise me on best suited options for my account.<br />2. I have now put so many limits on the account that it is difficult for my business to make use of these numbers but I am anxious to increase anything as I fear being charged excessive fees again!<br />3. Apply a fair and reasonable compensation/ credit for the escalated fees I have been charged over the last few months.</p> <p>I look forward to your speedy response.</p>