Night Data

<p>All 4 family members plus our internet modem transferred to CellC within the past 2 months and we have has such bad customer service that we are now considering moving back to our previous service provider.</p> <p>CellC advertise that you buy day data and then get free night data to use between 01:00AM and 07:00AM. So I went and bought data for all 3 cell phones (2G each) and 10G for our modem. It clearly states on the buying options (when dialling *147#) that you buy 10G day data and 10G night data.</p> <p>This is false advertising as I have been using my so called night data at times like 05:30AM and 06:00AM and still have them deduct it from my day data. Upon the first call to the call centre on 01/02/2017 we were informed that there could be a problem with the server time and the lady informed us to test it at 01:00AM that next morning. I'm a working mother but stayed up till 01:03AM to test it and again at 05:34AM and then phoned them the next day to check that my times and their times matches. When I asked if this often happens or is it just a 'bad-luck-once-off' on my side, I was informed by the call centre agent that "yes this happens on a regular basic it's not a big thing they just reset the server"</p> <p>On 02/02/2017 I phoned in and guess what .... It didn't match - my photos shows that I was online at 01:07 and their time as informed by the consultant shows 02:00 and 06:38. I was first informed by the consultant (and apparently these calls is recorded so please check for me) that night data is only from 01:00 - 06:00. After a lengthily discussion and me telling her that on your website it clearly said 07:00 and not 06:00 she told me she will check. She came back to me and apologised, I was right it is indeed 07:00. She then told me she will refund me 3 minutes because she sees on her side that the server started charging me from 06:57 on my day data. This is another concern but certainly not my main concern and why I phoned in the first place. I explained to her that in the past two days I stayed up to go onto the internet within the times that falls within your night data period used about 3 gig of night data only to find out that the 3 gig was taken of my day data instead. </p> <p>She told me she will log a complaint and I will receive feedback within 48 hours. By my calculations (I phoned in on 02/02/2017) so I should get this resolved by 04/02/2017 at the latest. That my night data will be transferred to my day data to rectify the problem. I should wait 48 hours for this to happen. Ref number received was ********** 221.</p> <p>On 05/02/2017 I phoned in again to enquire why I have not received feedback and the problem is still not resolved as my night data is still going off from my day data account. I was told "sorry we do not work on weekends". Okay so let me wait another day. I have a business to run but who's counting days!</p> <p>I phoned again on 06/02/2017 to check on the progress of my query and was told by the consultant that the complained is logged and they can do nothing I just have to waited for them to phone me back as the complained was logged with a different department and that he can do nothing for me. By this time I'm basically out of day data because my so called night data has gone off my day data.</p> <p>I still did not receive one phone call or sms from CellC trying to resolve this issue. On 08/02/2017 I received a sms message asking if I'm happy with the way my problem was resolved and that I should reply YES or NO to this message. I rep**** NO and still no feedback, no issue resolved and still my night data goes off my day data account BUT no upon checking my balance my night data's balance also is not corresponding to what I used or the times that I used it. So now basically my day data and my night data is a big mess-up! And still I'm not receiving a phone call back from CellC and when I phone in they cannot help me and tell me that I should wait for them to contact me.</p> <p>Today is 12/02/2017 - I have not received any feedback, again the complaints department could not assist me and told me to wait.</p> <p>This is simply unacceptable. Apart from the fact that their customer service is terrible, their employees are not even up to scratch about what times their night data promotion runs. They are advertising a service they give to you for free to use certain times of the night but indeed take it off your day data which I see as false advertising. I have not received the transfer of data, not received a refund on data as I was told upon my third call to the call centre, the problem is not rectified, my times on the servers clock was not rectified and it still shows different times from the times I actually goes onto the internet, I have to take a photo every time I go online for the past 3 weeks to show as proof of what time I do actually go onto the net and my current data issue on my balance is a total mess. My previous service provider also gave free night time services and may I say that I made use of those services and never paid for them. </p> <p>I do hope that anyone even thinking about migrating to CellC from their current service providers think very hard about this migration as I made the biggest mistake of my life going over and the sad thing is that it's not just me it's me, my husband, my children and our internet modem. I'm now stick with CellC as you can only change service providers once and keep your same number. I have my number on thousands of advertising boards, websites, flyers, business cards and being in business for over 4 years hundreds of customers have my number. Changing numbers is not an option for me.</p> <p>I will be sure to let every one of my friends and family members know to stick to what they have. At least there you get customer service by well trained call centre agents and your "free night service" is indeed free.</p> <p> </p>