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Maria T

1 reviews | Active since Feb 2018

08 Feb 2018, 23:51

Not giving what I signed for

Good day

Nr in question **********

Good day

In October 2017 I upgraded my data contract. The contract I took was for R299 per month. Then you get a router, 10gig daytime and 10gig night surfer data. On top of that you get an additional 10g daytime data and10g night surfer data. That adds up to 40g a month in total.

The new contract term kicked in in January 2018 where I got prorata data for the remainder of January.

On the 1st of February I did a balance check to see how much data I got. I got the full 20g daytime data but only 10g reflects for the night surfer data.

So I called cellc to ask where the other 10gig is. I was send around between different people who each had their own story. I ended up talking to Moses.

He said that from his side he can see that I am getting the full 20g daytime and 20g nightsurfer data. The problem I was having was that the extra 10g nightsurfer data is not reflecting in my balance.

He said that once I used the first 10g night surfer data the other 10g will fall into place. That I should check my balance after I have used the first 10g. If data is then deducted from my daytime data he will ensure that I am refunded that data.

I told him no because then one battles for days to sort this out. I dont want to work like that. I want the additional 10g to reflect with my other available data. Everyone I know who has data contracts with cellc can see their full balances when they check. Why cant I

Then moses said he will contact IT to see what can be done. Well since tuesday moses has been giving me the run around and ignoring my messages after he said he would get back to me.

I find this completely unproffesional and unacceptable.

I want someome to sort out this matter before I start loosing it with Cellc.

Why can I not see the additional 10g night surfer data wiith the rest of my available data. The app is of no help either

I want an answer by end of business as this has been dragging on way to long now

0
Replies (10)
Cell C
Cell C's reply09 Feb 2018, 07:49
Official

We acknowledge receipt of the above complaint and will ensure that it is looked into and feedback will be provided. Do expect communication from one of our team members during the course of the day.

We apologize for the inconvenience caused.

Regards
Cell C | PN

MT
Maria T's update12 Feb 2018, 04:03
Reviewer Update
Can cellc call me back. Still waiting for email that moses would have sent or to hear from her. Just downloaded something to test as my first 10g of night data is depleted. The data now went off my daytime data. Where is my other 10g night time data that I am suppose to get. Cellc is *****ing my data now
Cell C
Cell C's reply12 Feb 2018, 08:04
Official

Good morning Maria

We have forwarded your feedback to Moses for further assistance.

Regards

Cell C | PN

MT
Maria T's update12 Feb 2018, 21:57
Reviewer Update
Great stuff cellc. No one has gotten back to me not danielle or moses. And still i am without the extra 10g of night time data that i am meant to have. Seems they were quick to mess up now they dont want to sort out their own nonsense. If no feedback is received by end of business i will turn to the onbudsman
Cell C
Cell C's reply13 Feb 2018, 08:47
Official

Moses confirmed that he sent an email this morning, where he provided you with feedback regarding this matter.

Regards

Cell C | PN

MT
Maria T's update14 Feb 2018, 05:38
Reviewer Update
I have received email from Moses and rep**** to it. Send him message as well to ask to attend to my mail that I send him which he has not. Phones customer care and asked that daniella or someone call me back no one has. My problem is still not sorted and i am starting to get gatvol and angry with these people. My 10g additional night surfer data that i get on my contract (10g + 10g=20g). Is still not allocated so at the moment when i download between 24h00 and 06h00 it goes off my daytime balance. Where is my other 10g night time data. I am not going to ignore this or just write it off. Either you give me the night data as per contract or you credit my account because this is now ****************. How can i sign a contract that gives me 20g night data and you only allocate me 10g. Get back to me today with answers and solutions. I am not going to go through this every month with you lot
Cell C
Cell C's reply14 Feb 2018, 11:51
Official

Good morning Maria

We have referred this matter to Moses.

Regards

Cell C | PN

MT
Maria T's update15 Feb 2018, 09:22
Reviewer Update
After asking more than once that Danielle or Moses call me and telling me by cellc that they will get one of them to call me no one has called me. It seems that cellc does not want to take responsibility for the mess they created. It does not help moses mails me to say they cannot change the system so that the extra ten gig night surfer reflects in my balance. My problem remains the same. They are not allocating the extra 10g midnight data to my acc so at the moment ive only received 10 of the 20g midnight data that i am suppose to get on the contract that i have signed. How are they going to allocate that 10g. I am not going to just throw that in the water. They are looking for excuses not to sort this out. It is rediculous that i have to repeat myself each day and still nothing is resolved. I am not going to battle each month to get the correct data out of these people. Ive never seen such incompetence not to talk about the staff. Someone better get back to me today. I am not going to ask again
MT
Maria T's update18 Feb 2018, 12:52
Reviewer Update
Seeing that not Moses or Danielle is getting back to me like i asked and chose to ignore the fact that cellc still owes me 10g midnight data seeing it was not loaded correctly onto my account in the first place i will now be taking further action. It does not help me in anyway that it shows on the system that i am suppose tp get all that data but then they dont give it to me. If the correct data (20g day and 20g midnight data) is not loaded correctly onto my account on the 1st of march when the new months data bundle kicks in i will be taking legal action. I am not going to lose another 10g of data because cellc messed up and chose to ignore me and to ignore the problem. I signed up for 20g day and 20g night NOT 20g day and 10g night. If this is not rectified from the 1st of march i will be taking action against cellc for dishonesty and more. Also I will be filing a complaint against moses who chose to not communicate with me like he was suppose to and who is now ignoring my emails. Cellc is quick to mess up and then not wanting to fix it
Cell C
Cell C's reply19 Feb 2018, 11:56
Official

Kindly refer to the email Moses sent you this morning where he has provided feedback regarding this matter.

Regards

Cell C | PN