Purchased Data Package not allocated to the phone number

Already at Nov 15 at 5:46am I bought on the CellC APP a data package valid R549 for 50GB valid 180 days using my debit card and Cell C didn’t allocate the data to my number.

To solve that problem I went to a Cell C shop in Eastgate. The manager there is extremely helpful. So she tried to call several people in Cell C but they all couldn't help. They all insisted that they can't find the transaction on Cell C systems and therefore can't allocate the data. They told me to go to my Bank and they would be able to help.

I went to the bank but they only confirmed that the transaction correctly left the bank. They even were able to give me a so-called authorization code. This code was been forwarded to Cell C and Cell C needs to accept this code in order to receive the funds. My bank confirmed that Cell C accepted this code along with the transaction and hence the funds are in Cell C's bank account.

But Cell C customer service continued to insist that they can't find the transaction. At a next step a clerk from Cell C customer service pushed me again to see my bank and get a stamped Bank statement. This clerk said that then they will allocate the data.

So I got a bank stamped statement but obviously I blackened all the other transaction printed on that page. It is clearly visible that the recipient is Cell C, that it is the exact amount and that it is the correct date. I have sent this to an escalation department email in Cell C.

After a few days they called and said they can't find this transaction and I must go back to the bank that they contact Cell C directly to see where the transaction get stuck. Again I went to the bank but they refused multiple times referring to the popy act which wouldn’t allow them to send any information to any business partner.

I reported that back to Cell C and got no reply for about 2 weeks.

After contacting Cell C again I gave them their internal case number only to find out that this case was closed. The clerk then reopened it and promised to speak to her manager and revert to me at the same day which didn't happen.

Only 1 week later the clerk phoned back to tell me that they can't help me. I asked for another contact on board member level to escalate but the clerk said the only email address I can use is the very regular one ***

I am a customer with Cell C for 15 years.

It is highly unfair that in cases of problems the customer is pushed to different business partners back and forth and Cell C is not showing any accountability.

So many clerks of Cell C (but they are not the only ones) using these stereotype phrases like I understand you and I do apologise for your inconvenience. I don't know who trained them merely lip services. I person who genuinely apologises will do everything to correct the matter and not telling me in the next sentence that they can't help.

It is one of my worst experiences with a company being unable and unwilling to solve the matter to the customers satisfaction despite providing proves.