How can CellC survive with such poor service?

Item: Cell C
Rating: 1
Author: Ernest W

It has now been a week since I last placed a review on Cellc and all they have done was call me and refused to assist me as I failed their security test. The amazing thing is that the same person that I spoke to last year October when my problem started (still not resolved) called my after placing the the review on Hellopeter. I have sent them everything they asked for and that includes the documents that I received from Cellc, that is the joke, they have all the information in front of them and they can still not resolve the problem. All I need them to do is to cancel a second contract that was cancelled at the same time as the first one. How difficult can it be to look on the computer and do what they have already done for the one contract? I wonder if someone in authority is actually aware of the complaints levelled at Cellc? They are in essence all about the same problem, a lack (nonexistence) of service and resolving customers problems. Please do not make use of Cellc services, you will forever regret it.

Helpful (0)

Replies (2)

Ernest W's updateReviewer Update

13 Jan 2024, 12:36

Can you see what you are doing here, you are using the authentication process as an excuse to not resolve the problem. Your authentication process is flawed and it prevents customers from being able to communicate to a person at your call centre. The kind of questions you are asking can be read from a piece of paper and you would still not know if it is the authorised person you are speaking to. I have sat in one of your branches and the agent provided me with all the correct answers to enable me to speak to the call centre, what does that say for your process? . You do have all the information about my request on your system. I visited the Cresta branch and the agent and myself spoke to a person at your call centre and you have that on record, at this visit I presented my ID document and identified myself. And the one contract was cancelled with that process. Since then I have back to the branch and emailed you with documents as requested by yourself with copies of my ID and water and lights account, identifying myself. You are fully aware of whom you are dealing with and what the problem is. Any further authentication is not required. Tell me what is preventing you from cancelling the contract that has been running since June 2023 and I have been paying for when you are sitting with the returned laptop and I have no benefit from that contract. There were two contracts and you cancelled the one and not the other, why?

Ernest W's update13 Jan 2024, 12:36

Reviewer Update

Cell C's replyOfficial

13 Jan 2024, 12:52

Thank you for the reply.

Processes between the store and over the phone differ because the store can authenticate you with your ID since this is a face-to-face verification. Your query is already escalated and a Superior will contact you to assist further after a passed security check.

Regards,
Cell C | TN

Cell C's reply13 Jan 2024, 12:52

Official