DS
Dipuo S
1 reviews | Active since Jan 2021
25 Apr 2025, 14:50
Poor Service Received
I am writing to express my concerns regarding a recent service experience with your consultant, Nokuthula Mathebula (Merchants) I contacted the call center regarding my SIM card payment arrangement. A consultant initially assisted by sending banking details via SMS, and I made the payment and emailed proof of payment as requested. However, I later noticed that the payment was not updated.
I called again and spoke with Nokuthula Mathebula, who informed me that the payment was not updated because I had used the wrong reference number. She provided her email address for me to resend proof of payment and assured me the payment would update within 2 days, along with my credit report.
Three weeks later, I followed up by email to check if the payment had been updated and to request the correct reference number. I was disappointed to receive an abrupt response from her stating "Call 084 135," with no greeting, explanation, or courtesy.
I feel this lack of professionalism and customer care is unacceptable. As a valued client, I expect clear communication, proper etiquette, and a genuine effort to resolve issues.
The consultant displayed a lack of basic email etiquette, which was evident in poorly composed and unclear communication. This not only caused confusion but also delayed the resolution of my query. Moreover, there was a noticeable absence of customer service skills, as the interaction lacked attentiveness, empathy, and a commitment to addressing my concerns.
I kindly request you address this matter internally and ensure improvements in customer service standards to prevent such experiences in the future.
Helpful (0)
Replies (10)0
Replies (10)
Cell C's replyOfficial
25 Apr 2025, 15:03Dear Dipuo sekwele,
Thank you for bringing this matter to our attention. We sincerely apologize for the poor service you experienced and appreciate the opportunity to address your concerns.
We understand how important it is for your payment arrangements and communication to be handled promptly and professionally, especially when dealing with sensitive matters like your credit report. It is deeply regrettable that our consultant, Nokuthula Mathebula, did not meet the standard of service that you, as a valued customer, rightfully expect.
We acknowledge the following issues raised:
To resolve the issue at hand, we will:
Once again, we apologize for the poor service you received, and we are committed to ensuring that your concerns are addressed to your satisfaction.
Regards
Cell C | DA
Thank you for bringing this matter to our attention. We sincerely apologize for the poor service you experienced and appreciate the opportunity to address your concerns.
We understand how important it is for your payment arrangements and communication to be handled promptly and professionally, especially when dealing with sensitive matters like your credit report. It is deeply regrettable that our consultant, Nokuthula Mathebula, did not meet the standard of service that you, as a valued customer, rightfully expect.
We acknowledge the following issues raised:
- Failure to update payment after providing the correct reference number.
- Inadequate response and lack of professionalism in the email correspondence, which did not address your concerns appropriately.
- Poor customer service and lack of basic email etiquette, which contributed to further confusion and frustration.
To resolve the issue at hand, we will:
- Ensure your payment is properly updated and provide confirmation that your credit report has been updated accordingly.
- Investigate and provide the correct reference number for future payments.
- Take corrective action with the consultant involved to ensure that such behavior is not repeated and that all customer interactions are handled with professionalism and respect.
Once again, we apologize for the poor service you received, and we are committed to ensuring that your concerns are addressed to your satisfaction.
Regards
Cell C | DA
Cell C's reply25 Apr 2025, 15:03
Official
Dear Dipuo sekwele,
Thank you for bringing this matter to our attention. We sincerely apologize for the poor service you experienced and appreciate the opportunity to address your concerns.
We understand how important it is for your payment arrangements and communication to be handled promptly and professionally, especially when dealing with sensitive matters like your credit report. It is deeply regrettable that our consultant, Nokuthula Mathebula, did not meet the standard of service that you, as a valued customer, rightfully expect.
We acknowledge the following issues raised:
To resolve the issue at hand, we will:
Once again, we apologize for the poor service you received, and we are committed to ensuring that your concerns are addressed to your satisfaction.
Regards
Cell C | DA
Thank you for bringing this matter to our attention. We sincerely apologize for the poor service you experienced and appreciate the opportunity to address your concerns.
We understand how important it is for your payment arrangements and communication to be handled promptly and professionally, especially when dealing with sensitive matters like your credit report. It is deeply regrettable that our consultant, Nokuthula Mathebula, did not meet the standard of service that you, as a valued customer, rightfully expect.
We acknowledge the following issues raised:
- Failure to update payment after providing the correct reference number.
- Inadequate response and lack of professionalism in the email correspondence, which did not address your concerns appropriately.
- Poor customer service and lack of basic email etiquette, which contributed to further confusion and frustration.
To resolve the issue at hand, we will:
- Ensure your payment is properly updated and provide confirmation that your credit report has been updated accordingly.
- Investigate and provide the correct reference number for future payments.
- Take corrective action with the consultant involved to ensure that such behavior is not repeated and that all customer interactions are handled with professionalism and respect.
Once again, we apologize for the poor service you received, and we are committed to ensuring that your concerns are addressed to your satisfaction.
Regards
Cell C | DA
DS
Dipuo S's updateReviewer Update
25 Apr 2025, 15:17Dear Cel C Team,Thank you for your quick response to my query. I truly appreciate the efficiency and attention to detail in handling the matter. I will be waiting for the call as advised.
DS
Dipuo S's update25 Apr 2025, 15:17
Reviewer Update
Dear Cel C Team,Thank you for your quick response to my query. I truly appreciate the efficiency and attention to detail in handling the matter. I will be waiting for the call as advised.
Cell C's replyOfficial
25 Apr 2025, 15:19You are most welcome.
Cell C | DA
Cell C | DA
Cell C's reply25 Apr 2025, 15:19
Official
You are most welcome.
Cell C | DA
Cell C | DA
DS
Dipuo S's updateReviewer Update
25 Apr 2025, 16:43Good day
I have never been disappointed with the service I received when I contacted your customer service and contact center teams.After missing a call, I called back and was initially assisted by Kgontse, who transferred me to the contact department, as she is part of the customer service team. At the contact center, I was assisted by Carlota. Unfortunately, during our conversation, it appeared that Carlota was not fully paying attention to my query, as she seemed to be conversing with her colleague while assisting me.I explained my issue regarding a complaint I had logged on Hello Peter and mentioned that I had missed a call regarding the matter. To my frustration, Carlota was unfami**** Hello peter and even seemed unaware of what "Hello Peter" was. I requested to speak to her team leader, but after holding the line, Carlota returned to advise that her team leader had just told her about Hello Peter but was unable to take the call because "we are at the contact center."Carlota then informed me that I needed to return to Hello Peter for assistance with my query. When I requested the team leader's name, Carlota refused to provide it, stating that she was not allowed to share the name.This experience has left me feeling extremely disappointed and undervalued as a customer. The lack of professionalism, attentiveness, and understanding displayed throughout this interaction is unacceptable. I urge you to review this matter and take steps to improve the quality of your customer service and ensure that staff members are trained to handle queries with the necessary care and expertise.
It has become clear that even the team leaders lack a thorough understanding of their roles and responsibilities, which has significantly impacted the quality of assistance provided.As leaders, they are expected to set an example by demonstrating professionalism, knowledge, and the ability to resolve customer concerns efficiently. Unfortunately, this has shown a lack of these critical skills,
I have never been disappointed with the service I received when I contacted your customer service and contact center teams.After missing a call, I called back and was initially assisted by Kgontse, who transferred me to the contact department, as she is part of the customer service team. At the contact center, I was assisted by Carlota. Unfortunately, during our conversation, it appeared that Carlota was not fully paying attention to my query, as she seemed to be conversing with her colleague while assisting me.I explained my issue regarding a complaint I had logged on Hello Peter and mentioned that I had missed a call regarding the matter. To my frustration, Carlota was unfami**** Hello peter and even seemed unaware of what "Hello Peter" was. I requested to speak to her team leader, but after holding the line, Carlota returned to advise that her team leader had just told her about Hello Peter but was unable to take the call because "we are at the contact center."Carlota then informed me that I needed to return to Hello Peter for assistance with my query. When I requested the team leader's name, Carlota refused to provide it, stating that she was not allowed to share the name.This experience has left me feeling extremely disappointed and undervalued as a customer. The lack of professionalism, attentiveness, and understanding displayed throughout this interaction is unacceptable. I urge you to review this matter and take steps to improve the quality of your customer service and ensure that staff members are trained to handle queries with the necessary care and expertise.
It has become clear that even the team leaders lack a thorough understanding of their roles and responsibilities, which has significantly impacted the quality of assistance provided.As leaders, they are expected to set an example by demonstrating professionalism, knowledge, and the ability to resolve customer concerns efficiently. Unfortunately, this has shown a lack of these critical skills,
DS
Dipuo S's update25 Apr 2025, 16:43
Reviewer Update
Good day
I have never been disappointed with the service I received when I contacted your customer service and contact center teams.After missing a call, I called back and was initially assisted by Kgontse, who transferred me to the contact department, as she is part of the customer service team. At the contact center, I was assisted by Carlota. Unfortunately, during our conversation, it appeared that Carlota was not fully paying attention to my query, as she seemed to be conversing with her colleague while assisting me.I explained my issue regarding a complaint I had logged on Hello Peter and mentioned that I had missed a call regarding the matter. To my frustration, Carlota was unfami**** Hello peter and even seemed unaware of what "Hello Peter" was. I requested to speak to her team leader, but after holding the line, Carlota returned to advise that her team leader had just told her about Hello Peter but was unable to take the call because "we are at the contact center."Carlota then informed me that I needed to return to Hello Peter for assistance with my query. When I requested the team leader's name, Carlota refused to provide it, stating that she was not allowed to share the name.This experience has left me feeling extremely disappointed and undervalued as a customer. The lack of professionalism, attentiveness, and understanding displayed throughout this interaction is unacceptable. I urge you to review this matter and take steps to improve the quality of your customer service and ensure that staff members are trained to handle queries with the necessary care and expertise.
It has become clear that even the team leaders lack a thorough understanding of their roles and responsibilities, which has significantly impacted the quality of assistance provided.As leaders, they are expected to set an example by demonstrating professionalism, knowledge, and the ability to resolve customer concerns efficiently. Unfortunately, this has shown a lack of these critical skills,
I have never been disappointed with the service I received when I contacted your customer service and contact center teams.After missing a call, I called back and was initially assisted by Kgontse, who transferred me to the contact department, as she is part of the customer service team. At the contact center, I was assisted by Carlota. Unfortunately, during our conversation, it appeared that Carlota was not fully paying attention to my query, as she seemed to be conversing with her colleague while assisting me.I explained my issue regarding a complaint I had logged on Hello Peter and mentioned that I had missed a call regarding the matter. To my frustration, Carlota was unfami**** Hello peter and even seemed unaware of what "Hello Peter" was. I requested to speak to her team leader, but after holding the line, Carlota returned to advise that her team leader had just told her about Hello Peter but was unable to take the call because "we are at the contact center."Carlota then informed me that I needed to return to Hello Peter for assistance with my query. When I requested the team leader's name, Carlota refused to provide it, stating that she was not allowed to share the name.This experience has left me feeling extremely disappointed and undervalued as a customer. The lack of professionalism, attentiveness, and understanding displayed throughout this interaction is unacceptable. I urge you to review this matter and take steps to improve the quality of your customer service and ensure that staff members are trained to handle queries with the necessary care and expertise.
It has become clear that even the team leaders lack a thorough understanding of their roles and responsibilities, which has significantly impacted the quality of assistance provided.As leaders, they are expected to set an example by demonstrating professionalism, knowledge, and the ability to resolve customer concerns efficiently. Unfortunately, this has shown a lack of these critical skills,
Cell C's replyOfficial
25 Apr 2025, 16:56We sincerely apologize for the disappointing experience you had while contacting our customer service team. Your feedback is incredibly valuable to us, and we deeply regret that the level of service you received was not up to the standard you deserve.
A call back request has been sent to the Social Media consultant assigned to your Hello Peter query.
Cell C | DA
A call back request has been sent to the Social Media consultant assigned to your Hello Peter query.
Cell C | DA
Cell C's reply25 Apr 2025, 16:56
Official
We sincerely apologize for the disappointing experience you had while contacting our customer service team. Your feedback is incredibly valuable to us, and we deeply regret that the level of service you received was not up to the standard you deserve.
A call back request has been sent to the Social Media consultant assigned to your Hello Peter query.
Cell C | DA
A call back request has been sent to the Social Media consultant assigned to your Hello Peter query.
Cell C | DA
DS
Dipuo S's updateReviewer Update
25 Apr 2025, 16:57Thank you
DS
Dipuo S's update25 Apr 2025, 16:57
Reviewer Update
Thank you
Cell C's replyOfficial
25 Apr 2025, 17:01You're welcome.
Cell C | DA
Cell C | DA
Cell C's reply25 Apr 2025, 17:01
Official
You're welcome.
Cell C | DA
Cell C | DA
DS
Dipuo S's updateReviewer Update
09 May 2025, 11:25 Good day,I have received the following SMS:"PAYMENT NOT RECEIVED. Final reminder that if your CEC payment is not made by close of business today, we will prepare your file to proceed with further action. CSS Tel: *** or reply Yes for a callback. ***."I am unsure why I am receiving this communication, as I am still awaiting the correct payment details to settle the outstanding R670.00.I called *** and spoke to Mapule, who advised that the account has been handed over to collections, though I am uncertain about the reason for this action.Kindly provide clarification on this matter and confirm the correct payment details.
DS
Dipuo S's update09 May 2025, 11:25
Reviewer Update
Good day,I have received the following SMS:"PAYMENT NOT RECEIVED. Final reminder that if your CEC payment is not made by close of business today, we will prepare your file to proceed with further action. CSS Tel: *** or reply Yes for a callback. ***."I am unsure why I am receiving this communication, as I am still awaiting the correct payment details to settle the outstanding R670.00.I called *** and spoke to Mapule, who advised that the account has been handed over to collections, though I am uncertain about the reason for this action.Kindly provide clarification on this matter and confirm the correct payment details.
DS
Dipuo S's updateReviewer Update
09 May 2025, 12:55Thank you Cel c please note my query has been resolved
DS
Dipuo S's update09 May 2025, 12:55
Reviewer Update
Thank you Cel c please note my query has been resolved
Cell C's replyOfficial
09 May 2025, 13:03Dear Dipuo Sekwele,
Thank you for confirming that your query has been resolved.
We are pleased we could assist, and should you need any further help in the future, please don’t hesitate to get in touch.
Regards,
Cell C | MN
Thank you for confirming that your query has been resolved.
We are pleased we could assist, and should you need any further help in the future, please don’t hesitate to get in touch.
Regards,
Cell C | MN
Cell C's reply09 May 2025, 13:03
Official
Dear Dipuo Sekwele,
Thank you for confirming that your query has been resolved.
We are pleased we could assist, and should you need any further help in the future, please don’t hesitate to get in touch.
Regards,
Cell C | MN
Thank you for confirming that your query has been resolved.
We are pleased we could assist, and should you need any further help in the future, please don’t hesitate to get in touch.
Regards,
Cell C | MN