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Bernalee G

1 reviews | Active since Aug 2018

07 Aug 2018, 12:03

Paid up letter

I’ve requested a paid up letter on the 3rd of August 2018. The consultant who assisted me told me to wait for 48hours and that i will receive the letter on the 6th of August 2018.

On Monday the 6th of August 2018 I phoned in to follow up on the paid up letter. A team leader told me she will make sure i receive the letter on the 6th of August.

During the day I got no feedback and phoned cell c every 2hours requesting this letter.

On Tuesday the 7th of August I followed up again because I need this letter very urgently. The consultant who assisted me told me that I will receive a call during the day and they will send the paid up letter at 10:00 i received a call from cell c and the lady who assisted me told me that she will send the letter that i owe cell c nothing. After a hour i received an email with a cell c statement.

I dont think the staff at cell c knows the differance between a statement and a paid up letter.

After getting transferred from one department to the other and no one can assist me with a paid up letter, I then requested a number where I can complain, the consultant told me that she cant assist me and that I should wait another 24 hours because its not their fault that cell c sent a statement instead of a paid up letter.

I am so frustrated,is it that diffucult to type a letter stating that my contract is paid up and that I dont owe cell c anything. THAT IS ALL I NEED!!!!

I need this letter urgently!!!

I will cancel all my contracts and I will never refer anyone to cell c again!!!!

Cell c please listen to all the recordings and check how many times I called in!!!

Ref: ********** 037 Ref: ********** 092

0
Replies (8)
Cell C
Cell C's reply07 Aug 2018, 12:10
Official

Good afternoon Bernalee

We are in receipt of your complaint and apologize for the inconvenience caused. One of our consultants will contact you and assist.

Do expect communication.

Regards

Cell C | PN

Cell C
Cell C's reply17 Aug 2018, 15:42
Official

As per feedback, a letter confirming that the account is up to date has been sent.

Regards

Cell C | PN

BG
Bernalee G's update18 Aug 2018, 08:16
Reviewer Update
Yes an up to date letter was provided!! I needed a paid up letter or cancelation letter, but this could not be provided because my contract was never canceled even though I did phone in May2018 to cancel this contact because it was paid up. I knew I needed this paid up/ cancelation letter in a few months and that it will take up to 30days to cancel the contract. In August I needed this letter only to find out that they wont be able to assist me because this line was still active!! On the day that I canceled this line the consultant who assisted me gave me the pinacle 30 and not telling me that if i take this my contract wont be canceled!! If this consultant informed me as he was suppose to I would not have taken this deal!!! Consultants care about their own targets and not client service!!! Because of this letter it cost me a lot of money!!! Hours on the phone trying to sort this out!!! Ive been with cell c more than 4 years, I wont upgrade again I wont use any of their products again and I will tell everyone about my experience with cell c!!! All of this just because the first consultant who was suppose to cancel everything when I phoned in could not do his job correct!!!
Cell C
Cell C's reply20 Aug 2018, 13:09
Official

Good afternoon Bernalee

We will get someone to assist.

Regards

Cell C | PN

Cell C
Cell C's reply23 Aug 2018, 12:30
Official

Maropeng has been in contact with you to assist and advise on a way forward regarding this matter.

Regards
Cell C | PN

BG
Bernalee G's update16 Sept 2018, 08:32
Reviewer Update
So on the 13th of August 2018 I cancelled everything with Cell C. On the 8th of September 2018 I received my monthly statement stating that I have to pay R286.91 for a 2GB Smart Chat that was added to my account. Once again I did not ask for this!!! How can they just load things on my account without telling the client!!! I was in the process to get paid up letters/ cancellation letters not wanting to add anything to my account because I clearly stated that I want nothing to do with Cell C. After receiving my Statement I phoned customer care (up to today still no feedback) and no one can tell me why they added this 2GB Smart Chat to my account. Getting transferred from one department to the other because no one there knows how to do their job. Your calls get recorded but it does not seem that anyone cares about that because they just do what they want to and expect me to pay for things I did not ask for. Cell C customer care is one of the worst customer service I have ever experienced. I want this sorted out and Im still waiting for a paid up letter!!!!
Cell C
Cell C's reply17 Sept 2018, 10:11
Official

Good morning Bernalee

We will get someone to look into this matter and provide feedback. Do expect communication.

Regards

Cell C | PN

BG
Bernalee G's update19 Sept 2018, 22:09
Reviewer Update
Thank you Theodorah for assisting me. Since the first time I had this problem with Cell C there was someone that could actually assist me. She managed to sort out everything on my account and she emailed me immediately after whe spoke my paid up letter! Thank you for your awesome service, you can actually do your job! Thank you