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nomathemba M

1 reviews | Active since Jun 2012

30 Aug 2022, 17:58

Poor customer service and customer exploitation

I took a contract with cell c last year October , a Samsung A32s, the phone has been giving me hassles, disconnecting Bluetooth, shutting down in the middle of the call and freezing sometimes. I called cell C to log a query, i was told to that the phone will be taken to their repairs stores to be checked, the consultant who i spoke to made it clear that i must include the sim card of that phone so that they can check if the issue is not the sim, i explained that there is nothing wrong with the sim, she insisted, i then put the sim card of the phone and it was collected, last friday i received the phone without the sim, when i called cell C, the other consultant told me that i need to purchase a new sim and rica and do sim swap, meanwhile its them who instructed me to send the phone with the sim, i find it disturbing and money making for cell C to do that, unfortunately if i dont do sim swap, im going to loose data that i pay for on a month to month . i want cell C to send me a new sim card without paying any cent.

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Replies (2)
Cell C
Cell C's reply30 Aug 2022, 20:18
Official
Good day Nomathemba

Thank you for contacting us. 

Please accept our sincerest apologies as we look into this matter. We will be in touch. 

^NT
nM
nomathemba M's update01 Oct 2022, 16:39
Reviewer Update
After lodging my query with Hello Peter, a consultant from Cell C called to apologise and promised that Cell C with do a sim swap free of charge. I was told to purchase a SIM card even though they lost it, that’s how they roll. I’ve been calling the contact centre explaining the same thing, finally today at 16 h12 I passed the security questions and the consultant instructed me to agree to Paying R50 and odd cents for a sim swap. I objected and she told me that she can’t proceed with the process, I demanded to speak to the senior person, she kept me on hold and on return to the call, she said the supervisor will call me, I asked for the name, she said she does not know her name🤔, she explained that i should agree to the terms to get assisted, the reason is for Cell C to hold me accountable that I agreed to pay the money. The service is very poor, call centre agents are programmed not to use their capabilities but to regurgitate what has been taught. I have lost data for almost 3 months but I’m paying for it yaaaa. The matter need to be reviewed by the management and I need reimbur*****t of the months when I was not being able to use the benefits