Poor customer relations of cellc

My name is Kelvin Chinga and I have 4 contracts with Cellc and I have been with Cellc service since 1999 when I got my first ever cell phone. For these years, I have known that Cellc network is poor and I have experienced the poor network through out these years but I am still loyal to Cellc because I thought cellc is an African company and I like supporting African businesses.

Nevertheless, my worst experience has been during this Covid 19 hardship where as a self employed person I went through financial challenges and tried to take the offer of cellc Covid relief plan which never materialized as their online service for Covid 19 relief seemed like a mockery with constant request for documents upload even after uploading the documents a thousand times.

To make matters worse, cellc still cut off my lines in the middle July 2020 while I was trying to negotiate a payment arrangement which also is another mockery to clients to say the least.

Not only did they make sure that I don't get the payment arrangement but they couldn't also keep a single promise of just having someone to call me back to resolve the matter. They kept telling me that someone will call me for over 2 weeks.

I eventually called cellc in August 2020 and got their account number and made a payment of R2000 towards the R4580 I was owing by end of August 2020 leaving a balance of R2580 as at 31st August 2020.

After my R2000 payment, they did open my lines but for just a week after which they again switched me off. After querying, they advised me that I have been owing them for too long.

Cellc then went ahead and handed my account over to a debt collector or legal department who started sending me constant messages since mid of September 2020. The debt reminder messages were signed off as debt collectors but today they told me it legal department. Lots of lies.

Cellc then ignored my proposed payment plan and went ahead and deducted R2583 from my account last night which was end of September 2020, this amount was beyond my budget. At the moment, 1st October 2020, it means that I am now not owing Cellc anything except the upcoming debit order.

However, they have not yet opened my lines despite them sending me a thank you text message.

Today, on 1st October 2020 when I called in, Cellc customer service contracts department agents, all except one gentleman by the name of Tsepo, showed me their cold, uncaring, pathetic and unprofessional conduct including conflicting messages but all I wanted was an explanation as to why the lines are still off.

Firstly, they told me that I must just send in the proof of payment and they will assist. Then when I followed up after sending through the proof of payment, the agents started telling me that I was failing the security tests. I tried calling in 4 times this afternoon 1st October 2020 but all of the agents kept telling me that I was failing the security tests and they advised me to recheck my details.

I eventually insisted to speak to their supervisor, and after a long fight of begging for the supervisor, she disclosed to me that the reason for the failed security tests was due to the fact that my account is handed over and so certain details would change after the debit orders fail several times.

I am still confused that I somehow managed to go through the same security questions today in the morning of 1st October 2020 and twice I never failed.

The supervisor further advised me to send email to the legal department for them to resolve the issue. After insisting that she do something about my case, she just hang up on me. I gave her zeros on the ratings.

I fail to understand why cellc can't take it apon themselves to contact the legal department on my behalf because they are the ones that handed over my account prematurely. How come they can't now resolve my issue between them and the debt collector?

I would like, cellc to contact their legal department on my behalf instead. I further request cellc to restore my lines and offer an apology for their lies and unkindness including for their pathetic and unprofessional way of handling my case on several occasions especially today.

I can't work and earn a living peoperly if Cellc can't open my lines again as I am self employed and the lines are used for business related calls. They are simply heartless.

My ID number is ***. I have added the number so that Cellc can get my contract details and resolve the matter.

Thank you very much.