FM
Fleur M
1 reviews | Active since Feb 2016
08 Apr 2023, 12:17
No accountability or interst to rectify their own error
I am a debit order customer with Cell C. For some reason the debit order does not get processed by Cell C. A Call agents confirm it is a technical issue on Cell C side. I also send 2 emails querying the issue. The message I receive is that I will receive a response in 24 hours. That was 4 days ago with no response at all. 2 days ago I am told they will re process my debit order again. I ask for a reference no and am told there is no ref number. Today my account is suspended. I cannot even call their call centre. Using a vodacom phone I get through to the call centre. There is no record of the conversation 2 days ago and I am told I need to pay in the amount, they cannot do it via a rerun of the debit order (not what the last agent said). I ask for a ref no. Again I am told there is no reference no. I make payment (fast payment at an extra cost). Call back the call agent. Again there is no record of the previous conversation. I am told I need to wait until the amount appears on their bank statement. (i was told if I send in the POP the account would be activated). I get cut off and I have called another 3 times , only to be cut off. No cell phone connection all because of an error that Cell C chooses not to fix or rectify. Is it possible to get any worse service? Where is the apology and an attempt to rectify the situation? Absolutely zero accountability or interest.
Helpful (0)
Replies (13)0
Replies (13)FM
Fleur M's updateReviewer Update
08 Apr 2023, 17:02thank you for the quick response, not sure why it needs to be private. Maybe you would like to explain what has gone wrong. I have sent the POP to customer services email address as was requested.
FM
Fleur M's update08 Apr 2023, 17:02
Reviewer Update
thank you for the quick response, not sure why it needs to be private. Maybe you would like to explain what has gone wrong. I have sent the POP to customer services email address as was requested.
Cell C's replyOfficial
08 Apr 2023, 17:52The response had to be private, otherwise, the platform will mask the email if we post it publically.
Once we have received the proof of payment, we will have our team contact you to provide assistance.
^MP
Once we have received the proof of payment, we will have our team contact you to provide assistance.
^MP
Cell C's reply08 Apr 2023, 17:52
Official
The response had to be private, otherwise, the platform will mask the email if we post it publically.
Once we have received the proof of payment, we will have our team contact you to provide assistance.
^MP
Once we have received the proof of payment, we will have our team contact you to provide assistance.
^MP
FM
Fleur M's updateReviewer Update
14 Apr 2023, 13:59So I have been cut off again. I have made payment, forwarded the POP and out of the blue I am cut off again? Someone calls me, comes up as suspected **** and starts asking me security questions, says they are from Cell C????
FM
Fleur M's update14 Apr 2023, 13:59
Reviewer Update
So I have been cut off again. I have made payment, forwarded the POP and out of the blue I am cut off again? Someone calls me, comes up as suspected **** and starts asking me security questions, says they are from Cell C????
FM
Fleur M's updateReviewer Update
14 Apr 2023, 14:43how many more times must i send it. I was reconnected on 8 April and suddenly cut off today again. Your call centre cannot understand why I have been cut off as I am up to date. There is clearly another problem. Someone needs to check the details. Sending me a standard message is not solving the problem. I have been through 2 departments today, no one gives me a reference no, and no one can tell me the name of the person that called me, and promptly cut me off and then cut off my account. Not your app nor anyone at cell c can confirm the expiry date on my credit card?how does this get updated when you get a new card with a new expiry date. I have asked and emailed and no one can tell me. Please train your call centre agents so that they are equipped to deal with this very simple process.
FM
Fleur M's update14 Apr 2023, 14:43
Reviewer Update
how many more times must i send it. I was reconnected on 8 April and suddenly cut off today again. Your call centre cannot understand why I have been cut off as I am up to date. There is clearly another problem. Someone needs to check the details. Sending me a standard message is not solving the problem. I have been through 2 departments today, no one gives me a reference no, and no one can tell me the name of the person that called me, and promptly cut me off and then cut off my account. Not your app nor anyone at cell c can confirm the expiry date on my credit card?how does this get updated when you get a new card with a new expiry date. I have asked and emailed and no one can tell me. Please train your call centre agents so that they are equipped to deal with this very simple process.
Cell C's replyOfficial
14 Apr 2023, 14:52Please provide us with a contact number where we can reach you on to assist.
Regards,
^TM
Regards,
^TM
Cell C's reply14 Apr 2023, 14:52
Official
Please provide us with a contact number where we can reach you on to assist.
Regards,
^TM
Regards,
^TM
FM
Fleur M's updateReviewer Update
14 Apr 2023, 14:59good luck with contacting me. You have suspended my account and cell number
FM
Fleur M's update14 Apr 2023, 14:59
Reviewer Update
good luck with contacting me. You have suspended my account and cell number
Cell C's replyOfficial
14 Apr 2023, 15:00We have referred your query to our Team, we will be in touch to further assist.
Regards,
^TM
Regards,
^TM
Cell C's reply14 Apr 2023, 15:00
Official
We have referred your query to our Team, we will be in touch to further assist.
Regards,
^TM
Regards,
^TM
FM
Fleur M's updateReviewer Update
19 Apr 2023, 14:55Today is 19 April, 11 days later, and I still get a daily call from Cell c. Every time a different person. Just yesterday again I was told I owe R104. I have dealt with Kenny, Itumelene, Katlego, Nmonthandazo etc. All very patient and polite, but everyone gives you different info. The bottomline is Cell C has good coverage and I do not have any problems with the general availabilty of services. But my, if you have an accounting issue. Be warned, you will be cut off, you will get people calling u, being aggressive, you will get no reference numbers. As I finally worked out, I have a new credit card and the expiry date needs to be changed on the Cell C system otherwise the debit orders do not work. No one knows how to do it, you cannot go on the app and do it (despite some agents telling you, you can do it on the website or app). Only Accounts, but you are not allowed to contact Accounts. I have 4 contracts with Cell C but 2 accounts. No one can tell you why you cannot just have one account with 4 contracts. The issue also never gets escalated, which, in my opinion results in a really bad customer experience.
FM
Fleur M's update19 Apr 2023, 14:55
Reviewer Update
Today is 19 April, 11 days later, and I still get a daily call from Cell c. Every time a different person. Just yesterday again I was told I owe R104. I have dealt with Kenny, Itumelene, Katlego, Nmonthandazo etc. All very patient and polite, but everyone gives you different info. The bottomline is Cell C has good coverage and I do not have any problems with the general availabilty of services. But my, if you have an accounting issue. Be warned, you will be cut off, you will get people calling u, being aggressive, you will get no reference numbers. As I finally worked out, I have a new credit card and the expiry date needs to be changed on the Cell C system otherwise the debit orders do not work. No one knows how to do it, you cannot go on the app and do it (despite some agents telling you, you can do it on the website or app). Only Accounts, but you are not allowed to contact Accounts. I have 4 contracts with Cell C but 2 accounts. No one can tell you why you cannot just have one account with 4 contracts. The issue also never gets escalated, which, in my opinion results in a really bad customer experience.
FM
Fleur M's updateReviewer Update
24 Apr 2023, 08:52So today was the turn of Cynthia to call me and tell me I owe Cell C R104.00. I said to her, I do not know what to say. I get a call every day of the week, I explain the situation, and I get a call the next day from someone else. She puts the phone down on me. Please can someone from accounts, who has the authority to do a debit and credit please call me, and preferably a manager. At what point do these things get escalated?
FM
Fleur M's update24 Apr 2023, 08:52
Reviewer Update
So today was the turn of Cynthia to call me and tell me I owe Cell C R104.00. I said to her, I do not know what to say. I get a call every day of the week, I explain the situation, and I get a call the next day from someone else. She puts the phone down on me. Please can someone from accounts, who has the authority to do a debit and credit please call me, and preferably a manager. At what point do these things get escalated?
FM
Fleur M's updateReviewer Update
24 Apr 2023, 10:16Incorrect. If you read above you will note the following:
1. For some reason (which no one at Cell C can tell me), I have 4 contracts but 2 accounts. (not 1 account)
2. I paid the outstanding amount for both accounts, ie R976.36 which has been confirmed by Cell C. There is therefore a credit to the value of R104.53 on the one account, which needs to be transferred to the other account. The 2 accounts are acc *** and acc ***
3. I have sent through details of Credit card expiry date, twice via email, including a photo of my new credit card, I have spoken to at least 5 different people, and on the last occasion I was told it was updated.
It is unacceptable, that I get a daily call, no reference numbers, I need to repeat myself daily, and nothing gets actioned. I cannot be your only client that has a new credit card with updated expiry dates. Why is it so complicated? I am unable to make the expiry date changes on my profile on your app or website (although some call agents believe I should be able to). And most unacceptable, is that there is never an apology for the lack of trying to correct the problem. All I get is another call following up on R104.53 outstanding. Please advise when the credit has been done and advise that the credit card expiry date has been updated, and that the deductions from my account will run as normal at the end of the month
1. For some reason (which no one at Cell C can tell me), I have 4 contracts but 2 accounts. (not 1 account)
2. I paid the outstanding amount for both accounts, ie R976.36 which has been confirmed by Cell C. There is therefore a credit to the value of R104.53 on the one account, which needs to be transferred to the other account. The 2 accounts are acc *** and acc ***
3. I have sent through details of Credit card expiry date, twice via email, including a photo of my new credit card, I have spoken to at least 5 different people, and on the last occasion I was told it was updated.
It is unacceptable, that I get a daily call, no reference numbers, I need to repeat myself daily, and nothing gets actioned. I cannot be your only client that has a new credit card with updated expiry dates. Why is it so complicated? I am unable to make the expiry date changes on my profile on your app or website (although some call agents believe I should be able to). And most unacceptable, is that there is never an apology for the lack of trying to correct the problem. All I get is another call following up on R104.53 outstanding. Please advise when the credit has been done and advise that the credit card expiry date has been updated, and that the deductions from my account will run as normal at the end of the month
FM
Fleur M's update24 Apr 2023, 10:16
Reviewer Update
Incorrect. If you read above you will note the following:
1. For some reason (which no one at Cell C can tell me), I have 4 contracts but 2 accounts. (not 1 account)
2. I paid the outstanding amount for both accounts, ie R976.36 which has been confirmed by Cell C. There is therefore a credit to the value of R104.53 on the one account, which needs to be transferred to the other account. The 2 accounts are acc *** and acc ***
3. I have sent through details of Credit card expiry date, twice via email, including a photo of my new credit card, I have spoken to at least 5 different people, and on the last occasion I was told it was updated.
It is unacceptable, that I get a daily call, no reference numbers, I need to repeat myself daily, and nothing gets actioned. I cannot be your only client that has a new credit card with updated expiry dates. Why is it so complicated? I am unable to make the expiry date changes on my profile on your app or website (although some call agents believe I should be able to). And most unacceptable, is that there is never an apology for the lack of trying to correct the problem. All I get is another call following up on R104.53 outstanding. Please advise when the credit has been done and advise that the credit card expiry date has been updated, and that the deductions from my account will run as normal at the end of the month
1. For some reason (which no one at Cell C can tell me), I have 4 contracts but 2 accounts. (not 1 account)
2. I paid the outstanding amount for both accounts, ie R976.36 which has been confirmed by Cell C. There is therefore a credit to the value of R104.53 on the one account, which needs to be transferred to the other account. The 2 accounts are acc *** and acc ***
3. I have sent through details of Credit card expiry date, twice via email, including a photo of my new credit card, I have spoken to at least 5 different people, and on the last occasion I was told it was updated.
It is unacceptable, that I get a daily call, no reference numbers, I need to repeat myself daily, and nothing gets actioned. I cannot be your only client that has a new credit card with updated expiry dates. Why is it so complicated? I am unable to make the expiry date changes on my profile on your app or website (although some call agents believe I should be able to). And most unacceptable, is that there is never an apology for the lack of trying to correct the problem. All I get is another call following up on R104.53 outstanding. Please advise when the credit has been done and advise that the credit card expiry date has been updated, and that the deductions from my account will run as normal at the end of the month
FM
Fleur M's updateReviewer Update
19 May 2023, 15:26It never ends. Sorted out the expiry date, and in the process they must have reloaded my contract and are now charging me significantly more than the agreed, signed contract. Plus I was charged a R100 reconnection fee, due to something that Cell C could not fix. Someone, somewhere has forgotten to process the discount code. I have been into Cell C Rosebank store and asked for help. After 1 hour the store managed to get a reference number for the call and a commitment that the issue would be resolved in 48 hours. When I went back to the store, they once again called Cell C call centre, to be advised that nothing had been done and that it was being escalated. We still await an answer, more than a week later. Ref ***It is extremely concerning when a Cell C store cannot even get resolution from the call centre.
FM
Fleur M's update19 May 2023, 15:26
Reviewer Update
It never ends. Sorted out the expiry date, and in the process they must have reloaded my contract and are now charging me significantly more than the agreed, signed contract. Plus I was charged a R100 reconnection fee, due to something that Cell C could not fix. Someone, somewhere has forgotten to process the discount code. I have been into Cell C Rosebank store and asked for help. After 1 hour the store managed to get a reference number for the call and a commitment that the issue would be resolved in 48 hours. When I went back to the store, they once again called Cell C call centre, to be advised that nothing had been done and that it was being escalated. We still await an answer, more than a week later. Ref ***It is extremely concerning when a Cell C store cannot even get resolution from the call centre.
FM
Fleur M's updateReviewer Update
25 May 2023, 11:05We are now into week three of the "case being worked on". I have again been invoiced the incorrect amount. When can I expect the error to be corrected? We were told an SLA of 2 days?
FM
Fleur M's update25 May 2023, 11:05
Reviewer Update
We are now into week three of the "case being worked on". I have again been invoiced the incorrect amount. When can I expect the error to be corrected? We were told an SLA of 2 days?
Cell C's replyOfficial
25 May 2023, 11:24Good day
Our team will do a follow up and look into the matter of the incorrect amount debited.
Feedback will be provided as soon as possible.
^DA
Our team will do a follow up and look into the matter of the incorrect amount debited.
Feedback will be provided as soon as possible.
^DA
Cell C's reply25 May 2023, 11:24
Official
Good day
Our team will do a follow up and look into the matter of the incorrect amount debited.
Feedback will be provided as soon as possible.
^DA
Our team will do a follow up and look into the matter of the incorrect amount debited.
Feedback will be provided as soon as possible.
^DA