Poor Service and Misinformation

I visited to the Cell C store at the Parow Centre mall (3 Jan 2017) to do a sim swop because I had just lost my cellphone this past Sunday.

I spoke to an agent at the store and she informed me that the bank statement which I brought (along with my ID) was not sufficient as a form of 'proof of address' which was odd since earlier in this year I was helped at another Cell C branch with a bank statement when I was in a similar predicament. Nevertheless, I understood once the store manager was called and she then explained to me that this was not allowed and not in accordance with their policy and I accepted this.

When I asked the store manager how I could go about doing the sim swap in an alternative manner, she then told me I should contact the call centre. The manager at the Parow Centre Cell C store not only had a condescending attitude, but she neglected to give me the call centre number and didn't even inform me that I could have purchased a sim card from that store and simply RICA the sim card and do a sim swop through the call centre. I only found out this information after 4 calls to the call centre.

The call centre agents told me that I needed to purchase a sim card without it being RICA, after driving to a host of different outlets, no store would sell me a sim card that was not RICA. Then, I contacted the call centre again and they filled in the blanks and told me it's best to buy a sim card from the Cell C store directly and then do the sim swop via the call centre, since they will also RICA the sim via the telephone.

Never in my life have I had such a tremendous struggle to get a sim swop, or been handled so unprofessionally by a store manager and been denied of the proper facts/Information, which is a shame, especially since I am a paying customer that has been with this network for so many years.

I was so upset that I still haven't gone back to a Cell C store to do the sim swop (which is supposed to be an easy, straight forward process) since my day turned into a drive-around parade due to the misinformed staff members of Cell C and a store manager that clearly doesn't care about the needs of the customer and giving them the accurate information they require.

Not impressed.