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TK
Trevor K

1 reviews | Active since Jun 2019

28 Jan 2025, 10:46

incident number: SH***6

I am extremely disappointed and frustrated with the level of service I have received from your company regarding my *****ulent listing on the South African ***** Prevention Services (SAFPS).

In February 2024, I was informed that the issue regarding my ITC listing had been resolved. However, as of January 2025, I have discovered that my name is still listed with SAFPS. This is absolutely unacceptable. Your company has failed to rectify an issue that was supposed to have been resolved nearly a year ago.

To clarify, I was listed as a *****ulent person despite being the victim of identity theft. Someone used my personal information to open an account, and your company allowed this without conducting proper due diligence. You failed to verify the legitimacy of the application, check details against ITC records, or ensure that you were dealing with the correct individual. This negligence has caused significant harm to my reputation and financial standing.

Now, I am unable to proceed with a new home loan because of this inaccurate and defamatory listing. Your actions have not only delayed my financial plans but also portrayed me in a degrading and unjust manner.

I demand that you immediately:

1. Remove my name from the South African ***** Prevention Services (SAFPS) within 48 hours.

2. Provide written confirmation that the listing has been removed.

3. Investigate and address the systemic failures that allowed this to happen.

I will not tolerate further delays, excuses, or poor service. Should this issue remain unresolved, I will have no choice but to escalate this matter to the relevant regulatory bodies and consider legal action.

Your lack of accountability and professionalism is appalling, and I sincerely hope your company takes this matter seriously and prevents others from experiencing the same poor service.

I expect an immediate resolution and confirmation of action taken by [specific deadline, e.g., January 30, 2025].

0
Replies (5)
Cell C
Cell C's reply28 Jan 2025, 11:10
Official
Dear Trevor Keswa
Thank you for reaching out and sharing your concerns. We deeply regret the frustration and distress this matter has caused you.
Following our previous communication , we advised you to submit a copy of your ID and an affidavit as per the request of our ***** Department. However, we understand from your recent correspondence that you have chosen not to provide the requested documentation, and you have requested that the case be closed.

Unfortunately, we are unable to proceed with the investigation  without the required documents,  These documents are essential for us to verify the details of your case and take appropriate action. We kindly ask that you forward the requested documents to *** at your earliest convenience.

Regards
Cell C | NT

Best regards,

TK
Trevor K's update28 Jan 2025, 11:59
Reviewer Update
I am deeply concerned about your recent response regarding this matter. For clarity, this issue was escalated to Busi at the email address *** last year. Your suggestion that this was not shared is both inaccurate and unhelpful, as the information was clearly communicated at the time.This response comes across as an attempt to avoid accountability for addressing the original issue, and it now seems efforts are being made to deflect responsibility rather than taking ownership of the situation. Such behavior is unprofessional and does not align with the standards of service expected.I strongly urge you to verify your facts thoroughly before responding to any complaints raised. Providing inaccurate or misleading information only creates unnecessary delays, adds frustration to the process, and undermines trust in your ability to resolve issues effectively.I kindly request that this matter be reviewed again with the appropriate diligence, and that immediate steps be taken to rectify the situation. I expect a prompt response outlining how this issue will be resolved going forward.
Cell C
Cell C's reply28 Jan 2025, 12:07
Official
The matter has been referred to our support team. We will be in touch.

Regards
Cell C |NT

Best regards,

TK
Trevor K's update28 Jan 2025, 13:53
Reviewer Update
I am writing to emphasize the urgency of resolving this matter, and I must stress that I am not seeking a follow-up response or delays—I need this issue fully resolved within 48 hours. This situation should have been addressed and closed last year, and it is highly frustrating to find myself still dealing with the same unresolved matter.Instead of offering tangible solutions, your approach has involved generic, uncustomized responses that fail to address the root cause of the problem. This lack of action and accountability is unacceptable.

I am giving you until 30 January to ensure that my SAFPS record is removed from your system. Please understand that if this matter is not resolved by the deadline, I will escalate it further to ensure it is addressed at the appropriate level. I will not tolerate further delays or incompetence in resolving this straightforward issue.I trust you will prioritize and handle this matter with the urgency and professionalism it deserves.
Cell C
Cell C's reply28 Jan 2025, 14:01
Official
We sincerely apologize for the ongoing frustration and understand the urgency of resolving this matter.

We acknowledge the impact this has had on you and appreciate your patience. Please rest assured that we are treating your concern with the highest priority, and we are actively working to resolve the issue at hand. 

Cell C | DA

Best regards,