NIGHTMARE CONSULTANT AT RETENTION & TERRIBLE SERVICE

<div>&nbsp;</div><div>After Cell C migrated me down from Pinnacle10 top up to Hybrid zero on 25.04.2021 without notice. After making several calls y/day and later today, also being asked to verify personal info every time - which was very frustrating, I called retention and consultant lady who called herself Katlego who answered my call (can't clearly recall the name). Time of call from 11:53 to12:14, date 03 June 2021.</div><div>&nbsp;</div><div>When she falsely accused me of not paying, I told her Cell C often deducted payments directly from my account every month. I told her the same thing of being migrated down also happened in 01 Dec 2020 but the benefit was restored then. She was so rude. Seeing that she didn't want to understand what I was explaining &amp; I was getting nowhere with her, I then asked that she call someone else who's is a supervisor. She flatly refused with a bad attitude, and abruptly transferred me anyway leaving me shocked and angry.</div><div>&nbsp;</div><div>She showed a poor understanding Cell C’s application of procedures towards helping a customer on how this package worked. She also failed to acknowledge Cell C's role on failing to deduct these payments from my bank account but instead kept blaming me with rudeness.</div><div>&nbsp;</div><div>She even dismissed me to go to a branch. I told her this was an online sim-only product and the branch won't do anything (even though there's no branch in Secunda). I asked that the person be engaged accordingly, because many clients could have experienced a similar conduct from her and others.</div><div>&nbsp;</div><div>Furthermore, Cell C must revisit the manner of identification every time the same call is transferred to another consultant. A person by the name of Ellington told me I failed authentication even though I have been providing the same info over 05 times since y/day. I decided right there, out of intense frustration that I had enough, and should port my number away, and I hanged up the call.</div><div>&nbsp;</div><div>I gave it one last try and spoke to Fidel at 12:19 (not sure if it was at activations or cancellations) who said that although this was not under his unit, he will escalate the problem why the package was migrated to hybrid zero.</div><div>&nbsp;</div><div>In short Cell C must decide if they would like to treat customers in the manner that Katlego and Ellington have done, Katlego being my worst experience.&nbsp;</div>