1 reviews | Active since Oct 2010
Notice of Termination and Complaint Regarding Contractual Violations
Dear Cell C,
I am writing to formally express my deep dissatisfaction with the services provided by your company. It has become abundantly clear that attempting to obtain assistance from Cell C is an exercise in futility. I have encountered numerous issues that require immediate attention and resolution, which I will outline in detail below.
1) Sim Card Malfunction: I recently experienced a complete failure of my Cell C sim card, and the explanation provided by your company was that this was due to load shedding. It is both absurd and unacceptable to blame load shedding for the failure of a sim card.
2) Sim Card Purchase: When attempting to purchase a new sim card, I was informed that it must be Rica'd before I could proceed with the purchase. However, when I contacted customer care for assistance, I was instructed to provide an unrica'd sim card. This conflicting information is both perplexing and frustrating.
3) Security Questions: I made several attempts to contact customer care but was repeatedly unable to pass the security questions. The system demanded verification of bank and debit order information, despite being a cash customer. This requirement is completely nonsensical and reflects a severe lack of understanding on the part of Cell C.
4) Inadequate Security Measures: The security questions presented to me were entirely inappropriate for a cash account, causing me to fail the verification process multiple times. Cell C's insistence on obtaining debit order information for a cash account is utterly baffling.
5) Disrespectful Treatment: On two occasions, I experienced the disrespectful behavior of having the phone call abruptly terminated without any explanation. Such rudeness and lack of professionalism are inexcusable.
6) Faulty Rating System: I attempted to provide feedback through your rating system, but I encountered an error. Option 3, which would have allowed me to express that the agent could have done more, was not accepted by the system. Instead, I received an error message stating that my input could not be processed. This flaw in your system demonstrates a lack of attention to detail and an unwillingness to accept constructive criticism.
7) Contract Cancellation: It is unacceptable that I am unable to cancel my contract at a Cell C branch. Instead, I am instructed to contact customer care, further adding to the frustration and inefficiency of the process.
The aforementioned issues have created an endless loop of inconveniences and failures on the part of Cell C, leading me to question the quality of your services. The exodus of customers from your company should not come as a surprise when such poor customer care is provided. It is crucial that you assess whether the fault lies with your inadequate customer service or with the subpar services you offer.
In accordance with the terms of our contract, which explicitly state that I am entitled to terminate the agreement and convert the two numbers back to prepaid, I hereby provide notice of termination. I expect this request to be promptly executed without further delay or unnecessary interrogation from customer care. Failure to comply with this request will result in the discontinuation of any further contractual costs, as advised by my legal representative. Furthermore, I intend to lodge a formal complaint with the appropriate ombudsman regarding your blatant violations of your own terms of service.
I trust that you will treat this matter with the urgency and seriousness it deserves, rectifying the issues outlined above and providing a satisfactory resolution. Your immediate attention to this matter is expected.
Yours sincerely,
Thank you for your prompt response and for addressing some of the the concerns outlined in my previous communication. While I appreciate your apology for the unpleasant experience I have had with Cell C, there are still some unresolved matters that require clarification and resolution.
Firstly, I would like to inquire about the specific section within Cell C's terms and conditions where it explicitly states that telephonic contact is the required method for contract cancellation. It is essential for me to understand the basis for this requirement, as it was not explicitly mentioned during the initial contract agreement or subsequent interactions. Please provide the relevant information and clause in the terms and conditions that support this claim.
Furthermore, I find it concerning that the branch I visited failed to handle my contract cancellation request. I was directed to contact customer care, and I expected the branch to be equipped to handle such requests in accordance with Cell C's service offerings. I kindly request an explanation as to why the branch was unable to assist me and why I was redirected to customer care instead.
Regarding the issue of the line cutting off during telephonic contact, I would like to clarify that this was primarily due to the lack of reception and poor cell coverage in my area. I do not understand the necessity of security checks, but it is important to consider alternative methods or accommodations when circumstances beyond my control hinder effective communication. I urge Cell C to address this matter to ensure smoother and uninterrupted communication during future contact attempts.
In light of the above, I question to being contacted on the stated number for the required security check . Surely, this could be handled at a branch and without unnecessary pointless security questions.
I trust that you will address these concerns promptly and provide a satisfactory resolution to the matters raised. Thank you for your attention to this matter.
Yours sincerely,
Thank you for your prompt response and for addressing some of the the concerns outlined in my previous communication. While I appreciate your apology for the unpleasant experience I have had with Cell C, there are still some unresolved matters that require clarification and resolution.
Firstly, I would like to inquire about the specific section within Cell C's terms and conditions where it explicitly states that telephonic contact is the required method for contract cancellation. It is essential for me to understand the basis for this requirement, as it was not explicitly mentioned during the initial contract agreement or subsequent interactions. Please provide the relevant information and clause in the terms and conditions that support this claim.
Furthermore, I find it concerning that the branch I visited failed to handle my contract cancellation request. I was directed to contact customer care, and I expected the branch to be equipped to handle such requests in accordance with Cell C's service offerings. I kindly request an explanation as to why the branch was unable to assist me and why I was redirected to customer care instead.
Regarding the issue of the line cutting off during telephonic contact, I would like to clarify that this was primarily due to the lack of reception and poor cell coverage in my area. I do not understand the necessity of security checks, but it is important to consider alternative methods or accommodations when circumstances beyond my control hinder effective communication. I urge Cell C to address this matter to ensure smoother and uninterrupted communication during future contact attempts.
In light of the above, I question to being contacted on the stated number for the required security check . Surely, this could be handled at a branch and without unnecessary pointless security questions.
I trust that you will address these concerns promptly and provide a satisfactory resolution to the matters raised. Thank you for your attention to this matter.
Yours sincerely,