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GN
Gilbert N

1 reviews | Active since Jul 2016

21 Dec 2024, 18:11

Poor and frustrating service

Your service when it comes to SIM swaps is absolutely unacceptable! The security questions you ask are far too specific and completely unrealistic. How can someone who has lost both their phone and ID document, go to one of your stores with a copy of their ID and a police affidavit, only to be rejected because you demand the original? Then, as if that’s not bad enough, I call your call centre as an alternative, and you ask even more ridiculous questions. I am a client, and I’m willing to provide the transaction history I remember, yet your methods are so rigid and impractical. C Cell, your processes are driving your clients away!

0
Replies (8)
Cell C
Cell C's reply22 Dec 2024, 07:43
Official
Dear Gilbert Ndasi,

We sincerely apologize for the frustration and inconvenience you’ve experienced during the SIM swap process. We understand how stressful it can be to lose both your phone and ID, and we appreciate you bringing this matter to our attention.

Your feedback regarding the security questions and documentation requirements is extremely valuable, and we will escalate this to the relevant teams for review. While security is a priority to protect our customers, we also strive to make processes as practical and accessible as possible.

We’d like to assist you further and work towards resolving this issue. Please share your contact details as well as the affected number via private message, and we will have a representative reach out to you directly to help expedite the process. 

Thank you for your patience as we address this matter.

Regards
Cell C | DA
GN
Gilbert N's update22 Dec 2024, 19:10
Reviewer Update
Good day,

Yes I am in possession of a Cell C SIM card.
Thank you.
GN
Gilbert N's update24 Dec 2024, 17:23
Reviewer Update
Thank you

Cell C
Cell C's reply24 Dec 2024, 17:34
Official
You're welcome.

Cell C | NZ
GN
Gilbert N's update24 Dec 2024, 19:15
Reviewer Update
Good day,
As per your last message, you mentioned that I would receive a call within an hour today. It is now 19h00, and I have yet to receive any communication.
Could you please clarify whether I am simply wasting my time with this issue, or if Cell C is genuinely willing to assist? It is quite disappointing that a client has to be at the mercy of a vendor/supplier for basic service. Last I checked, Cell C is a profit-making organisation that strives to win clients, so I find this treatment hard to understand.
All I need is assistance with a SIM swap; is this really too complex to resolve?
Please advise on the next steps in addressing this predicament. I must say, I am very disappointed. I believe Cell C can do better, especially given that it is not a monopoly.
Thank you.

GN
Gilbert N's update24 Dec 2024, 21:25
Reviewer Update
Appreciate.
Cell C
Cell C's reply25 Dec 2024, 11:44
Official
Thank you for the feedback and the positive review you have shared.

Wishing you all the best and, a Merry Christmas.

Regards,
Cell C | TN
GN
Gilbert N's update25 Dec 2024, 13:33
Reviewer Update
Good day,

Issue has been resolved.

Thank you very much.