NO FORMAL RESPONSE FROM CELL C AND CAPE GATE CELL C FRANCHISE : BUY OUT MISLED AND ******

<p>It is with utter disdain that I have to repost this complaint. The original complaint was received on May, 9th. Following which I was engaged by the Cell C social media team to let me know that the query had been ëscalated and I would be contacted. I was contacted by Linda van Wyk (Cape Gate Franchise) on May,23. She requested my MTN statement. It was emailed and acknowledged. I was also contacted by the social media team to say again that the query had been escalated. I waited for a response.</p> <p> </p> <p>Finally on May, 27th, I received a call from Boitumelo Mkhuma of the Business Centre. Her ineptitude in dealing with my query was apalling. She had not even read through my original complaint. She proceeded to regurgitate a scripted response to what their BUY OUT terms were. I reinforced my position that, had this been explained to me at the outset I would not be in this mess in the first place. She continued to drone out the scripted response which did nothing but flared my frustration. She had done no investiagtion and was not fami**** with my position. To my horror, she was requesting I play go between Cell C Business centre and the Cape Gate franchise and get her all the correpondence I have sent so far. She gave the impression that it was not her job to communicate with their franchise. I realised soon that I was not going progress further based on her incompetence, which clearly is governed by Cell C's call centre mentality when handling customer whose queries go beyond the realms of a script.</p> <p> </p> <p>I therefore inquired after her manager. She advised his name was Chris Fourie. I asked to be transfered to him. I waited on the line. She returned and advised that he is busy and he has asked to call me back. It is now almost two weeks later and I am still waiting on Mr Fourie's call. </p> <p> </p> <p>The turnaround time on this complaint is astounding to say the least! If management taks almost two weeks to return a phone call, what hope do I have that a complaint lodged almost a month ago will be resolved? It's apt to say in this case that the fish rots from the head!</p> <p> </p> <p>From the lack of response from Cell C it is evident that these complaints are not viewed in a serious light. What a shame! At the end of the day the facts remain :</p> <p>a) I have received ZERO formal response from Cell C as well as their Cape Gate franchise on the complaint.</p> <p>b)Due to incompetence and misprepresentation I was led to make the wrong decision.</p> <p>c) Through this deceiption I am now tied into a contract with a service provider that has not demonstrated any inclination to assist with a resolution.</p> <p>d) As a result, while I am bounced between Cell C Business Centre and the Cell C Cape Gate franchise, I AM STILL OUT OF POCKET for the charges levied by my former service provider.</p> <p> </p> <p>Cell C : Do you believe that by ignoring my complaint that it will go away???</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>Buy Out - Misled & ****** After the numerous adverts from CellC that their buy out was the best option currently with the best rates and the remuneration of R10 000. I went into the Cell C franchise at Cape Gate Mall. I was asked for all the relevant FICA documentation inclusive of the buy out value from my service provider being MTN. I provided all the documentation for submission. While in store, I realised that the value had doubled from R10 000 to R20 000 buy out value.</p> <p> </p> <p>When discussing this deal with the representative being Ruthwin Nixon, I had to pick a package which I did being the Pinacale 3 package with an iPhone 6S 64 GiG. The highest package on value with the most vlaue for my usage. I was approved and my number ported from MTN to CellC. I was informed by Mr Nixon that the value would be settled and I would be issued a value card for the sum of R10 000. The logical thought would be that (I had taken the best contract with a top f the range phone and therefore I would qualify for the R 20 000 buy-out deal) the balance of the R20 000 on offer would be utilised to settle my early cancellation on my MTN Contract.</p> <p> </p> <p>This was confrimed by Mr Nixon in person in the presence of my partner. Low and behold 30 days later I was debited by MTN for the early cancellation. I then contacted the CellC customer care centre only to be told that firstly the R20 000 offer was only applicable to certain handsets to which I was never informed and that the R10 000 card issued was to be taken and used for the payment of the early cancellation. I was given the run around between the Cape Gate store and Cell C business centre for about four days until I finally called Ruthwin and demanded the name of his manager. The store manager, Linda van Wyk came back to me only to explain the deal to me, after the fact and to further explain that if my settlement was greater than R 10 000, I would have qualified for the R 20 000 deal. Neither the handset or the quantum deal was explained to me at the outset. When I requested that this situation be explained and my debited amount reinbursed in cash to me, the CellC Franchise Store Manager Linda Van Wyk sent me an email 7 days later informing that both the store and CellC will not assist on their sales representative had misled me.</p> <p>Belwo the email insert by the manager acknowledging the misccoumincation by Mr Nixon.</p> <p> </p> <p><br />"Communication was given, Cell C cannot be liable for any deduction on the account as you received a gift card with an amount of R10 000 for reimbur*****t should there be any deductions on the account.</p> <p> </p> <p>Do apologise if the communication between you and Ruthwin was not clear.</p> <p> </p> <p><br />Kind regards</p> <p>Name: Linda van Wyk</p> <p>Title: Branch Manager</p> <p>Store Details/Franchise Group: Cell C Cape Gate / The Third Network"</p> <p>CellC now back that their Franschise Store has misled their customer and will not take liability. Secondly, not once was the R20 000 deal diuscussed on specific handsets. Had I been correctly informed at point of purchase of the process of settlement and instructed on how the gift card should have been utilised, I cannot foresee any possible reason as to why I would have not followed this procedure. It was only when I called MTN and queried why they had debited my account, did I learn that the account was not settled by Cell C.</p> <p>MTN debited my account in April for a full months subscription. I accepted this, believing it would be their final debit. But when I was debited in May for the full cancelation value, I knew something was wrong. I am now out of pocket for these amounts purely due to misrepresentation of the facts of the promotion. I hold Cell C liable for this. I am apalled at their lack of interest in reimbursing me, especially when all I am asking is that they reimburse me the cancelation fee.</p> <p> </p> <p>I am finding it a difficult apology to swallow from Ms. Van Wyk that I am out of pocket becuase of a misunderstanding or misinformation perpetrated by a member of her and of Cell C's staff.</p> <p> </p> <p>Cell C your deals and your fanchise has misled me. You have an obligation to now take accountability for this poor show.</p>