BE
Brian E
1 reviews | Active since Oct 2015
22 Jun 2023, 14:08
Plain bad service
Getting a sim swap from Cellc is mission imposible. The type of question are designed to sets you up for failure. Eg example. How much was April account. Who would remember the exact amount three months down the road. Another example . Which year did you buy property in Meyersdal. In my case I owned 4 properties in that area. They dont or can't or wont tell you which property they are refering to. So who would remember the exact year a property was purchased if we are talking 10 years plus. One of the other questions were you ever a director of company xyz. First they are unable to pronounce the name of said company and they have difficulty pronouncing the name. And so the list goes on. If the questions take to long the system times out and they tell you to phone in again or if you were unable to answer something you told phone in again or go to their store of which most are now closed. In addition to all the above the linguistic qualities of the staff are poor plus the poor line qualty makes the process even more of a challenge. The call center staff in general have a dont care attitude. The dont give you a reference no or a name if they can help it. Most of your call center staff would be well suited in government depertment where bad service is the norm. It is interesting to note if you have a pay as you go none of the above seems applicable. Ie Pick and Pay and similar. So somehow its ok for Cell C to mess around with customers who have accounts but not pay as you go customers. And then there is one final issue. Just how accurate is the information that Cell C has against which the vet their customer. One final point I have been a Cell c customer for over 10 years but it looks like its time to move on. Little wonder Cell C is losing custommers Cell C can contact me
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Replies (4)BE
Brian E's updateReviewer Update
22 Jun 2023, 14:48Typcal corporate reply which says nothing. It would be a good idea for Cell C to say how they will remedy this problem in future. What steps will be taken to improve quality of staff and what steps will be taken to enable your security questions to be answerable considering there is a limited time for the questions. You also have not addressed the pay as you go sim swap verses account holders as they dont have to jump through these hoops. One of my workers had his phone done within hours.
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Brian E's update22 Jun 2023, 14:48
Reviewer Update
Typcal corporate reply which says nothing. It would be a good idea for Cell C to say how they will remedy this problem in future. What steps will be taken to improve quality of staff and what steps will be taken to enable your security questions to be answerable considering there is a limited time for the questions. You also have not addressed the pay as you go sim swap verses account holders as they dont have to jump through these hoops. One of my workers had his phone done within hours.
Cell C's replyOfficial
22 Jun 2023, 15:46We recognize the importance of providing accurate and timely responses to security questions, especially considering the limited time available for answering them. As part of our improvement plans, we are actively working on streamlining our security verification process to ensure a smoother experience for our customers.
Pay as you go SIM swaps are based on historical usage such as the numbers dialled and recharge dates, amounts and method,
Contract account holders undergo additional verification steps as they have an established contractual relationship with us.
Account holders require additional checks to safeguard their personal and financial information, as well as ensure compliance with credit bureau regulations.
^MN
Pay as you go SIM swaps are based on historical usage such as the numbers dialled and recharge dates, amounts and method,
Contract account holders undergo additional verification steps as they have an established contractual relationship with us.
Account holders require additional checks to safeguard their personal and financial information, as well as ensure compliance with credit bureau regulations.
^MN
Cell C's reply22 Jun 2023, 15:46
Official
We recognize the importance of providing accurate and timely responses to security questions, especially considering the limited time available for answering them. As part of our improvement plans, we are actively working on streamlining our security verification process to ensure a smoother experience for our customers.
Pay as you go SIM swaps are based on historical usage such as the numbers dialled and recharge dates, amounts and method,
Contract account holders undergo additional verification steps as they have an established contractual relationship with us.
Account holders require additional checks to safeguard their personal and financial information, as well as ensure compliance with credit bureau regulations.
^MN
Pay as you go SIM swaps are based on historical usage such as the numbers dialled and recharge dates, amounts and method,
Contract account holders undergo additional verification steps as they have an established contractual relationship with us.
Account holders require additional checks to safeguard their personal and financial information, as well as ensure compliance with credit bureau regulations.
^MN
BE
Brian E's updateReviewer Update
23 Jun 2023, 14:29Your intervention made no difference at all. One of your call center ladies called. Your security question were failed once more. It was only at the instance of talking to a manager and doing the security questions for the 5th time did I succeed. Without demanding to speak to a manager to assist the matter would be unresolved. You would also be missing a loyal CELL C customer today. It would appear that Miss/Mrs Naaido was not briefed or empowered to resolve the sim swap issue. It furthermore appears that CELL C do not care how they inconvenience their customers. I rated CELL C a 3 because of the way this entire sim swap was handled. Needless to say there has been no follow up on behalf of CELL C.
I agree CELL C has a responsibility regarding customer security but it comes at the expense of the customer. Your call centre staff simply dont care if the customer has to call back.
As far as the credit act is concerned I doubt it calls for this security check in the manor that CELL C does it. You are dealing with existing account holders. Send me the relevant documentation specifically refering to this process. You have my information or you can publish it here.
One last point, there is little point in reacting to customers because of Hello Peter posts when the problems and procedures remain the same.
I agree CELL C has a responsibility regarding customer security but it comes at the expense of the customer. Your call centre staff simply dont care if the customer has to call back.
As far as the credit act is concerned I doubt it calls for this security check in the manor that CELL C does it. You are dealing with existing account holders. Send me the relevant documentation specifically refering to this process. You have my information or you can publish it here.
One last point, there is little point in reacting to customers because of Hello Peter posts when the problems and procedures remain the same.
BE
Brian E's update23 Jun 2023, 14:29
Reviewer Update
Your intervention made no difference at all. One of your call center ladies called. Your security question were failed once more. It was only at the instance of talking to a manager and doing the security questions for the 5th time did I succeed. Without demanding to speak to a manager to assist the matter would be unresolved. You would also be missing a loyal CELL C customer today. It would appear that Miss/Mrs Naaido was not briefed or empowered to resolve the sim swap issue. It furthermore appears that CELL C do not care how they inconvenience their customers. I rated CELL C a 3 because of the way this entire sim swap was handled. Needless to say there has been no follow up on behalf of CELL C.
I agree CELL C has a responsibility regarding customer security but it comes at the expense of the customer. Your call centre staff simply dont care if the customer has to call back.
As far as the credit act is concerned I doubt it calls for this security check in the manor that CELL C does it. You are dealing with existing account holders. Send me the relevant documentation specifically refering to this process. You have my information or you can publish it here.
One last point, there is little point in reacting to customers because of Hello Peter posts when the problems and procedures remain the same.
I agree CELL C has a responsibility regarding customer security but it comes at the expense of the customer. Your call centre staff simply dont care if the customer has to call back.
As far as the credit act is concerned I doubt it calls for this security check in the manor that CELL C does it. You are dealing with existing account holders. Send me the relevant documentation specifically refering to this process. You have my information or you can publish it here.
One last point, there is little point in reacting to customers because of Hello Peter posts when the problems and procedures remain the same.
Cell C's replyOfficial
23 Jun 2023, 14:48We sincerely apologize for the repeated failure of the security questions and the need for you to escalate the matter to speak with a manager. This is not the level of service we strive to provide, and we will investigate the issue further to ensure that such incidents are addressed and prevented in the future.
Due to the sensitive nature of security check procedures and the protection of your personal information, we are unable to provide you with the specific documents related to our security checks. We prioritize the privacy and security of our customers and adhere to strict confidentiality protocols.
However, we assure you that our security checks are conducted in accordance with industry standards and legal requirements to ensure the protection of your account and personal information. If you have any specific questions or concerns regarding our security measures, we encourage you to contact our customer support team, who will be able to provide you with further information and clarification.
Regards
^MN
Due to the sensitive nature of security check procedures and the protection of your personal information, we are unable to provide you with the specific documents related to our security checks. We prioritize the privacy and security of our customers and adhere to strict confidentiality protocols.
However, we assure you that our security checks are conducted in accordance with industry standards and legal requirements to ensure the protection of your account and personal information. If you have any specific questions or concerns regarding our security measures, we encourage you to contact our customer support team, who will be able to provide you with further information and clarification.
Regards
^MN
Cell C's reply23 Jun 2023, 14:48
Official
We sincerely apologize for the repeated failure of the security questions and the need for you to escalate the matter to speak with a manager. This is not the level of service we strive to provide, and we will investigate the issue further to ensure that such incidents are addressed and prevented in the future.
Due to the sensitive nature of security check procedures and the protection of your personal information, we are unable to provide you with the specific documents related to our security checks. We prioritize the privacy and security of our customers and adhere to strict confidentiality protocols.
However, we assure you that our security checks are conducted in accordance with industry standards and legal requirements to ensure the protection of your account and personal information. If you have any specific questions or concerns regarding our security measures, we encourage you to contact our customer support team, who will be able to provide you with further information and clarification.
Regards
^MN
Due to the sensitive nature of security check procedures and the protection of your personal information, we are unable to provide you with the specific documents related to our security checks. We prioritize the privacy and security of our customers and adhere to strict confidentiality protocols.
However, we assure you that our security checks are conducted in accordance with industry standards and legal requirements to ensure the protection of your account and personal information. If you have any specific questions or concerns regarding our security measures, we encourage you to contact our customer support team, who will be able to provide you with further information and clarification.
Regards
^MN