Failure to conclude a complaint by Cell C - Ref ***

I recently logged a complaint/review with Cell C on my Fibre to the home and someone called assuring me that I would get feedback by Tuesday on the progress of my review.

I spoke to a Call Centre Consultant by the name of Hloni Mahlomula, and I didn't experience any form of trust that she was eager to assist me with my follow up, and then I asked her to put me in touch with team leader and she said the team leader was too busy to chat to me. This is the 3rd time I have requested to speak to a team leader and they have either been too busy or not interested, the latest team leader being someone by the name of Martha Tsoey. This name was given to me by Hloni the call centre agent I spoke to.

The lady I initially logged my grievance with, is Nolwazi, I am not certain of her last name and the reference number i was given is: ***. Nolwazi advised me to follow up on Tuesday if i had not received feedback from Cell C by Tuesday and I decided to give them additional time and follow up today, only to be told by Hloni that I would need to wait an additional 48 hours over and above the 120 hours I have already served waiting for feedback.

I really felt as though she(Hloni) or her team leaders were not invested in assisting me in gaining a resolution to the matter. This has been the general experience at cell c over the years.

I have also copied the original review I posted. I really would like an urgent resolution to my query, so we can both make a clean break and I can continue with a service provider who will show a bit more appreciation for the clients.

Please see the below initial query.

08 Jan 2021, 19:53 Disappointed by C-Fibre and the Entire customer service team I have been struggling with network connectivity on both my cell phone and C-fibre to the home for the last two years.

We grinned and beared with it, hoping that it would come alright but no joy. Which has become typical at Cell C throughout the different divisions.

I contacted the call centre to enquire how I can go about canceling my fibre contract as well as my cell phone contract. The agent assisting me advised that this could only be done by sending an email to their support team. I sent an email requesting to cancel my fibre and cell contract expecting to serve 30 days as per the discussion with the agent and on the same day, my line was surprisingly cancelled days after i had made my monthly payment.

No one bothered to give me a call to hear why I wanted to terminate my relationship with Cell C, quite literally they couldn't give a darn.

After 6-8 years of loyalty to cell C, they didnt even attempt to resolve my queries. I asked for a manager to call me and I was told that he was busy and he would call me after a while, two days later and nothing.

I now understand why Cell C is going through this slump and I hope they catch a wake up because they have dropped in service and I will no longer be a positive advocate for their fledgling brand.

In fact quite the opposite. I can also bet another few years of torture with them, that no one will make contact with me to verify the above.