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RJ
Roger J

1 reviews | Active since Feb 2018

26 Dec 2023, 13:33

Issues with credit card # pre-population of payment screen in the app

This is ref Social Media ( ***) case *** . I have mailed them under this ref today but want to place on record that I am dissatisfied with the solution that they have eventually provided to my issue that was first raised on 27 November. When trying to buy data (for ***) on the app my credit card # pre-populated in the card payment screens. I am not conscious of ever having saved my card # and so I overwrote it with my new card #. Went through the whole process with authentication/verification in Payfast/Absa but at the end the payment and thus the data purchase failed. This has now happened twice. Meantime, my old card # remains pre-populating (I tested this today) and I want it removed from your records/system files. A Moses Mo***eng called today to provide solution: Cell C cannot remove the card number so I should un-install and re-install the app. I can't believe this. Is you system and IT not of sufficient sophistication level to achieve this and why is there no functionality in the app where I can remove the card number myself? Please escalate this issue to a sufficiently capable and responsible level for resolution. Thank you

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Replies (2)
Cell C
Cell C's reply26 Dec 2023, 13:49
Official
Dear Roger Johnson

Thank you for getting back to us. We apologize for the unpleasant. We will follow up and revert to you.

Cell C | NT

RJ
Roger J's update30 Dec 2023, 12:32
Reviewer Update
Issue resolved on Friday 29th. Moses Mo***eng called and informed me that your IT had told him to convey the following to me: In the app, go to Menu>Settings>Manage Cards>click on delete icon to remove a saved card #. I have done this and I succeeded in deleting the stored credit card #. Two considerations re this case: 1) I suppose that I could have searched deeper in the app and specifically in the Menu and I might have found the above solution myself. I think that having noted the functionality to add a new card # in the credit card payment screen, I expected that there would be capability to delete wrong or invalid card # also. 2) So, this case started on 27 November and when first responder Derek came back to me he advised that the matter would be referred to IT for the solution. That solution from Derek’s escalation (if it ever occurred) never came. Then Moses took on the matter and also referred it to IT and which produced the above detailed solution. BUT …… if the account number/payment details deletion functionality resides in the menu (and it has presumably, been there for some time?) why did (could?) neither of Derek and Moses give me that solution straight away? Had they done so – meaning had they been fully conversant with the product – then the matter would have been resolved promptly and not a month later. I leave this with you to address. No response required