No urgency, poor support and lies..... many lies.

CF224411

I don't even know where to begin.

I called the fibre support on Saturday the 12th March, I explained to them that I have a latency issue. I am unable to connect to my company's cloud and the IT department at my place of work did the tests on their side and confirm there is a latency issue.

I was told on Saturday when I called that they relevant people are working today and someone will call me back, nobody called me. I called the Sunday, did some test with the support agent but my issue was still not resolved.

I called again on the Monday morning, I was informed that they can see I called on the Saturday and someone will call me back. Nobody called me back, so again I called them on Monday afternoon and now this is where my blood starts to rise. I was told a ticket was not raised so nobody will look at my issue, even after making three calls to them and Cell C confirming they can see I made a call about my issue no ticket was raised.

Eventually a ticket was raised, the Monday afternoon when my first call to them was made on the Saturday morning. In order for them to fix my query it will take 24-48 hours. So in essence I will have to wait a total of 96 hours......... I was wrong, I am still waiting 144 hours later from when I first called them.

On the Monday evening at around 7pm I get a call from a Vumatel technician saying he is outside my gate. My problem here is, it is late and nobody contacted me to inform me someone is coming over but since I am desperate to work I spoke to the technician and explained to him my situation. He the technician was not even informed of my problem, he was just told to come to my house. After explaining my problem the technician informed me if it is a latency issue he cannot fix it, the fix needs to happen on Cell C's side.

I called again on the Tuesday, they had no feedback. I called the Wednesday and no feedback but they asked me to do a series of tests whilst their promise of 48hours have elapsed, on Thursday they again asked me to do further tests. It is now Friday and still no feedback.

During my many MANY phone calls to them this week, twice I asked to speak to a manager and both times I was informed of this "The manager is on another call but they will call me back", nobody has called me back. Three times this week they promised me someone will call me back but..... nothing.

In summary

1. I lodged my issue on Saturday

2. On the Monday only then after three other phone calls was a ticket raised

3. Sending a technician to my house late and not informing me someone was coming through and no informing the technician of my problem.

4. Three separate times I was promised someone will contact but but nobody has.

5. On the Monday I was informed 48 hours was needed to solve my issue, it is now Friday even though the 48Hours should have started on the Saturday but nobody raised the ticket until the Monday afternoon on my fourth call to them.

6. I am angry, frustrated, stressed as I have to make other plans to work and now have zero trust in Cell C. You Cell C HAVE RUINED MY MOOD THIS WEEK AND OFFER NOTHING IN RETURN BUT EMPTY PROMISES AND LIES.

I love the part that your call centre agents make me out to be the bad person, offer nothing but the same lies and when my frustration gets the better of me I am the devil that has caused this.

7. Lastly on a separate I have informed them twice that I wish to cancel my fibre line, I was given an email address to use and was told I need to explain why I want to cancel. This is the issue with this, I have used that email address they gave me previously, I needed to change where the monthly debit order comes off. I supp**** all the info they asked for and they never changed it, many emails back and forth and this was never resolved. This was a year ago, so I had these debit orders bouncing because they never changed the info and now every month I have to manually make a payment to them.

I can guarantee I will do everything they ask me to do in order for my fibre line to be cancelled but on their end nothing will happen and they will continue to debit my account. It will then take months/years for that to be resolved. This is now the new fight I need to prepare myself for.