LB
Loan B
1 reviews | Active since Apr 2012
28 Nov 2019, 11:30
Payed for data and received none
Yesterday 10/28/2019 I used the CellC app on my phone to buy data using my credit card. After the screen where I enter the OTP from the bank, the money was deducted from my credit card and the Cell C app gave me an error stating that the purchase was unsuccessful. I received the sms notification from my bank at 10:35 that the money was deducted and I checked my cellc account balance and see that I have not received any data. At 10:39 I called the cellc helpline at 084135. On explaining my predicament, I was told to send an email to *** with screenshot proof that the money was deducted from my account while they escalate my case and that it will take 24-48hrs to be resolved. I sent the email at 11:09 with all the possible screenshots I could have as proof including forwarding the email as received from my bank off the transaction. At 14:20 I still haven't received any confirmation or even a case number for this matter and I sent another email asking for confirmation. At 15:38 I still haven't received any confirmation and decided to call again after which I was told that I need to wait the 24hrs at least cause the data might still be loaded. Today at 10:41 I decided to call again since it has been 24hrs since the purchase and still don't have any data upon which I was told that my case was only escalated at 16:32 yesterday afternoon and that I still had to wait 24-48hrs.
So the payment was deducted from my account and they received all the proof of this and I am without any data for a minimum of 2 days. When I tell them that I have no data to use, the answer is that they can charge me for more data.
This is completely unacceptable to tell a client sorry that we have taken your money but please wait 24-48hrs for us to confirm that we did in fact take your money and in the mean time just get by with nothing at all.
This is the worst experience ever!
Helpful (0)
Replies (5)0
Replies (5)
Cell C's replyOfficial
28 Nov 2019, 11:40Hi Loan
We apologize for the manner in which this matter was handled. We will get someone to assist.
^PN
We apologize for the manner in which this matter was handled. We will get someone to assist.
^PN
Cell C's reply28 Nov 2019, 11:40
Official
Hi Loan
We apologize for the manner in which this matter was handled. We will get someone to assist.
^PN
We apologize for the manner in which this matter was handled. We will get someone to assist.
^PN
LB
Loan B's updateReviewer Update
29 Nov 2019, 09:13Hi,
Thanks for the response. So after your response it still took 2 hours for someone to assist as I only received a call at 14:11 only to ask me to send the proof of payment again but this time to a different email address. I made sure to stay on the line while sending the email with all the proof until the consultant confirmed receipt of the mail. She then confirmed that the proof is sufficient and that she will confirm with payfast that they have received the funds. That was the last I heard of this matter and now I still don't have the data. I am now without data for almost 47 hours.
It seems like the "getting someone to assist" is only an act for the public. This did not resolve my problem. This is completely unacceptable to expect your clients to wait for two days to sort out a mistake on your side. After you are in possession of all the required proof that I did pay the full amount I still need to wait for 2 days.
I truly hope that when you do get your act together that I will be compensated for this massive inconvenience that errors on your side have caused me.
Thanks for the response. So after your response it still took 2 hours for someone to assist as I only received a call at 14:11 only to ask me to send the proof of payment again but this time to a different email address. I made sure to stay on the line while sending the email with all the proof until the consultant confirmed receipt of the mail. She then confirmed that the proof is sufficient and that she will confirm with payfast that they have received the funds. That was the last I heard of this matter and now I still don't have the data. I am now without data for almost 47 hours.
It seems like the "getting someone to assist" is only an act for the public. This did not resolve my problem. This is completely unacceptable to expect your clients to wait for two days to sort out a mistake on your side. After you are in possession of all the required proof that I did pay the full amount I still need to wait for 2 days.
I truly hope that when you do get your act together that I will be compensated for this massive inconvenience that errors on your side have caused me.
LB
Loan B's update29 Nov 2019, 09:13
Reviewer Update
Hi,
Thanks for the response. So after your response it still took 2 hours for someone to assist as I only received a call at 14:11 only to ask me to send the proof of payment again but this time to a different email address. I made sure to stay on the line while sending the email with all the proof until the consultant confirmed receipt of the mail. She then confirmed that the proof is sufficient and that she will confirm with payfast that they have received the funds. That was the last I heard of this matter and now I still don't have the data. I am now without data for almost 47 hours.
It seems like the "getting someone to assist" is only an act for the public. This did not resolve my problem. This is completely unacceptable to expect your clients to wait for two days to sort out a mistake on your side. After you are in possession of all the required proof that I did pay the full amount I still need to wait for 2 days.
I truly hope that when you do get your act together that I will be compensated for this massive inconvenience that errors on your side have caused me.
Thanks for the response. So after your response it still took 2 hours for someone to assist as I only received a call at 14:11 only to ask me to send the proof of payment again but this time to a different email address. I made sure to stay on the line while sending the email with all the proof until the consultant confirmed receipt of the mail. She then confirmed that the proof is sufficient and that she will confirm with payfast that they have received the funds. That was the last I heard of this matter and now I still don't have the data. I am now without data for almost 47 hours.
It seems like the "getting someone to assist" is only an act for the public. This did not resolve my problem. This is completely unacceptable to expect your clients to wait for two days to sort out a mistake on your side. After you are in possession of all the required proof that I did pay the full amount I still need to wait for 2 days.
I truly hope that when you do get your act together that I will be compensated for this massive inconvenience that errors on your side have caused me.
LB
Loan B's updateReviewer Update
29 Nov 2019, 10:38It is now exactly 48 hours after my initial call to the help center and still no data and not even any correspondence since my last post. CellC couldn't care less about their clients.
LB
Loan B's update29 Nov 2019, 10:38
Reviewer Update
It is now exactly 48 hours after my initial call to the help center and still no data and not even any correspondence since my last post. CellC couldn't care less about their clients.
LB
Loan B's updateReviewer Update
29 Nov 2019, 14:44This morning after my last post I received a call from Santana at 11:00 upon which she also requested me to send the proof of payment to her direct email. This was the 3rd time that I had to send the proof of payment, why do you keep on asking me for the information why aren't anybody sorting this out. At 11:20 Funiwe from the social media department also called also asking for the proof, but she asked for the proof from payfast. I will never received proof from payfast only from my bank. After I told her that she asked the normal security questions and after I was verified she said that she will NOW escalate it with the finance department. Why has nothing been done about my case for 48 hours? At 14:26 I still haven't received any correspondence from anyone and I mailed Santana again asking for feedback on progress and this is her response:
'''
HiI am still waiting for feedback on our payfast department it is an external company. They gave me a ticket number this morning, I am waiting on their response, I leave at 4 o’clock hence I said I will get back to you. Thanks
'''
Why was this done only this morning, I logged this case 2 days ago. Why is no one doing anything to get this mess sorted out ASAP?
I still do not have any data even though it is abundantly clear that I did pay for it. I bought 12GB that lasts for 30 days cause I needed data before I get data again at month end. If I now go and buy more data, then it's just more data that I will have to finish in 30 days, this is the reason I haven't just bought more data.
Can someone please get this matter resolved?
'''
HiI am still waiting for feedback on our payfast department it is an external company. They gave me a ticket number this morning, I am waiting on their response, I leave at 4 o’clock hence I said I will get back to you. Thanks
'''
Why was this done only this morning, I logged this case 2 days ago. Why is no one doing anything to get this mess sorted out ASAP?
I still do not have any data even though it is abundantly clear that I did pay for it. I bought 12GB that lasts for 30 days cause I needed data before I get data again at month end. If I now go and buy more data, then it's just more data that I will have to finish in 30 days, this is the reason I haven't just bought more data.
Can someone please get this matter resolved?
LB
Loan B's update29 Nov 2019, 14:44
Reviewer Update
This morning after my last post I received a call from Santana at 11:00 upon which she also requested me to send the proof of payment to her direct email. This was the 3rd time that I had to send the proof of payment, why do you keep on asking me for the information why aren't anybody sorting this out. At 11:20 Funiwe from the social media department also called also asking for the proof, but she asked for the proof from payfast. I will never received proof from payfast only from my bank. After I told her that she asked the normal security questions and after I was verified she said that she will NOW escalate it with the finance department. Why has nothing been done about my case for 48 hours? At 14:26 I still haven't received any correspondence from anyone and I mailed Santana again asking for feedback on progress and this is her response:
'''
HiI am still waiting for feedback on our payfast department it is an external company. They gave me a ticket number this morning, I am waiting on their response, I leave at 4 o’clock hence I said I will get back to you. Thanks
'''
Why was this done only this morning, I logged this case 2 days ago. Why is no one doing anything to get this mess sorted out ASAP?
I still do not have any data even though it is abundantly clear that I did pay for it. I bought 12GB that lasts for 30 days cause I needed data before I get data again at month end. If I now go and buy more data, then it's just more data that I will have to finish in 30 days, this is the reason I haven't just bought more data.
Can someone please get this matter resolved?
'''
HiI am still waiting for feedback on our payfast department it is an external company. They gave me a ticket number this morning, I am waiting on their response, I leave at 4 o’clock hence I said I will get back to you. Thanks
'''
Why was this done only this morning, I logged this case 2 days ago. Why is no one doing anything to get this mess sorted out ASAP?
I still do not have any data even though it is abundantly clear that I did pay for it. I bought 12GB that lasts for 30 days cause I needed data before I get data again at month end. If I now go and buy more data, then it's just more data that I will have to finish in 30 days, this is the reason I haven't just bought more data.
Can someone please get this matter resolved?
LB
Loan B's updateReviewer Update
02 Dec 2019, 15:23So on Friday the 29 of November, around 15:30 I decided to call the customer care line again since I've still not received any feedback yet. This time around the consultant checked the system and told me that there is feedback on my case and shes just trying to receive it. But as she was about to tell me the feedback the line was cut off. Since I she didn't call back I had to call again and obviously this time around speak to a different consultant. And this consultant told me that there is in fact no feedback, the status is still in processing. At this point I asked to speak to a superior and she said she'll try and get her manager on the line for me. Then she got me on the line with Busi her supervisor. Now Busi asked me once more to send the proof of the payment to her so that she can try to sort it out, so I sent it again. After that she told me that I will received my data by 16:30 and I asked for compensation for having to go though all of this trouble and she then got authorization to get me 3gb extra. And and 16:30 I finally received my data along with the promised compensation. Thank you Busi for finally getting this matter sorted out the way it should've been done from the start.
LB
Loan B's update02 Dec 2019, 15:23
Reviewer Update
So on Friday the 29 of November, around 15:30 I decided to call the customer care line again since I've still not received any feedback yet. This time around the consultant checked the system and told me that there is feedback on my case and shes just trying to receive it. But as she was about to tell me the feedback the line was cut off. Since I she didn't call back I had to call again and obviously this time around speak to a different consultant. And this consultant told me that there is in fact no feedback, the status is still in processing. At this point I asked to speak to a superior and she said she'll try and get her manager on the line for me. Then she got me on the line with Busi her supervisor. Now Busi asked me once more to send the proof of the payment to her so that she can try to sort it out, so I sent it again. After that she told me that I will received my data by 16:30 and I asked for compensation for having to go though all of this trouble and she then got authorization to get me 3gb extra. And and 16:30 I finally received my data along with the promised compensation. Thank you Busi for finally getting this matter sorted out the way it should've been done from the start.