Pathetic...waited more than a month...no communication

Item: Cell C
Rating: 1
Author: Christa E

I app**** for 2 new line contracts, 4 Feb 2021. One handset was delivered 12 Feb, and I wasn't even informed that the 2nd was out of stock. After calling numerous times to follow up, I was told that there was not stock and NOBODY knows when I can expect it? So finally, 1 month and 1 day later, 5 Mar I received my handset. Inserted the SIM card, only to realize after an entire weekend that it didn't automatically activate (as I was told it would). Calling first thing Monday morning (respecting business hours) I was transferred to 4 different call centre agents, just to be told by the 4th one that I should call after 9am...??? I called 3 more times, everyone is doing a manual escalation email of the SIM...only to tell me I have to wait another 24-48 BUSINESS HOURS??? How is that even possible? Cell C has really let me down. I'm so displeased and now I'm stuck with them for 24 months...

Helpful (0)

Replies (7)

Cell C's replyOfficial

08 Mar 2021, 13:24

Hi Christa

Thank you for reaching out to us.

As this was an upgrade a new SIM card is not automatically activated upon delivery. The new package has been activated, kindly remove the SIM card from your old device and insert it in the new phone.

If you would like to start using a new SIM card, we can assist you with a SIM swap.

^MM

Cell C's reply08 Mar 2021, 13:24

Official

Christa E's updateReviewer Update

08 Mar 2021, 13:34

That is not what I was told by several call centre agents that this is a new line application (as it was prepaid for more than a year, and luckily still linked to my name (i hope). The Samsung A12 is a dual sim and it has been inserted in the new handset on Friday, removed more than once and still not active? I don't see why we will need to do a sim swap?? Please confirm if the number *** is linked to this sim? I guess the call centre agents needs training, since everyone has a different story when I call.....

Christa E's update08 Mar 2021, 13:34

Reviewer Update

Christa E's updateReviewer Update

08 Mar 2021, 14:05

I have given it to 3 agents today alone....but here it is anyway: ***

Christa E's update08 Mar 2021, 14:05

Reviewer Update

I have given it to 3 agents today alone....but here it is anyway: ***

Cell C's replyOfficial

08 Mar 2021, 14:29

Please reply privately as the serial number is blanked out.

^MM

Cell C's reply08 Mar 2021, 14:29

Official

Please reply privately as the serial number is blanked out.

^MM

Cell C's replyOfficial

08 Mar 2021, 22:10

Hi Christa

Apologies for the delay.

We will contact you tomorrow.

^NZ

Cell C's reply08 Mar 2021, 22:10

Official

Hi Christa

Apologies for the delay.

We will contact you tomorrow.

^NZ

Christa E's updateReviewer Update

09 Mar 2021, 15:20

Dear Palesa Nhlapo - Thank you for walking the extra mile and getting my problem resolved, and keeping to your promises and timelines. I greatly appreciate it. Regards Christa

Christa E's update09 Mar 2021, 15:20

Reviewer Update

Dear Palesa Nhlapo - Thank you for walking the extra mile and getting my problem resolved, and keeping to your promises and timelines. I greatly appreciate it. Regards Christa

Cell C's replyOfficial

09 Mar 2021, 21:30

Thank you for the positive feedback.

Your sentiments have been shared with Palesa and her Manager.

^MM

Cell C's reply09 Mar 2021, 21:30

Official

Thank you for the positive feedback.

Your sentiments have been shared with Palesa and her Manager.

^MM