MF
Muhammed F
1 reviews | Active since Mar 2013
17 Aug 2021, 07:50
Pure Frustration
Dealing with Cell C is a major, major frustration. In fact, it has become nothing but a frustration. I recently upgraded my contract. My number is ***. There are issues which I am trying to resolve, but nobody at Customer Care is able to help. And I repeat, NOBODY. Every single call is the same story: “Sorry sir, I must conduct a security check to proceed.” When I pass the security check, the agent says, “I am unable to assist with this, I will put you through to the correct department.” New department: “Sorry sir, I must conduct a security check to proceed.” When I pass the security check, the agent informs me that I am at the wrong department. They give me another number to phone. New number: Security check, then the agent informs me that they are unable to assist. They transfer me. Transferred department: Security check, then the agent informs me that they are unable to assist. They transfer me. Nobody at cell c can assist with anything. They conduct security check after security check, AND NOTHING GETS DONE!!!! Everything is a ****ING security check, but there system is broken!! You don’t get to speak to a manager who can assist. All you get to speak to are call-centre agents who know ABSOLUTELY ****ALL of what’s going on. No queries are resolved. CELL C CUSTOMER CARE IS NON-EXISTENT!!!! PATHETIC! PATHETIC! PATHETIC! PURE FRUSTRATION!!!
Helpful (0)
Replies (5)0
Replies (5)
Cell C's replyOfficial
17 Aug 2021, 08:22Hi Muhammed
We sincerely apologies for the unpleasant experience.
Please private message us a brief description of your query. We would appreciate an opportunity to assist you.
^NT
We sincerely apologies for the unpleasant experience.
Please private message us a brief description of your query. We would appreciate an opportunity to assist you.
^NT
Cell C's reply17 Aug 2021, 08:22
Official
Hi Muhammed
We sincerely apologies for the unpleasant experience.
Please private message us a brief description of your query. We would appreciate an opportunity to assist you.
^NT
We sincerely apologies for the unpleasant experience.
Please private message us a brief description of your query. We would appreciate an opportunity to assist you.
^NT
MF
Muhammed F's updateReviewer Update
17 Aug 2021, 19:35Dear Sir / Madam,
Thank you for your response.
I would like to state upfront that Cell C has always provided me with good service in the past. I always thought it was a good network. Up until now…
I will be happy to change my rating to a five star provided that you satisfactorily resolve my complaint and query.
I choose to write this on a public platform as I want other consumers to know the outcome. Even if you write back in private, I will make it public.
But before we get to my query, I want to resolve my complaint first.
When I called into Customer Care, nobody is able to assist. They transfer me from department to department, sometimes giving me another number to call.
1. Why does Cell C need a security system that is higher than the banks and SARS? It is virtually impossible to get anything done with this ****ing security check. Is this necessary? 2. During my phone call on Monday morning 16.08.2021 @ 8h53 from *** How is it that I failed my own security check? It is because there is a problem with your system! I want an investigation and an answer to how I failed the security check, and what answers did I fail exactly. 3. I was then told by customer care that they cannot resolve my complaint. Then who the **** can? 4. Why did I have to scream and shout at the agent in order to be put through to a manager? Are your managers so important that the public is not allowed to speak to them? 5. Why did the manager say that she is unable to assist? Her name was Nomsa if I remember correctly. But since “ALL CALLS ARE RECORDED FOR SECURITY REASONS” you should be able to find the call in your system. (But your system is so broken, and your employees so ***********, that I can bet my last Rand you won’t find this recording). 6. Contracts department calls it a sim activation and transfers me to somewhere else. SECURITY CHECK! The next agent then informs me that it is actually a sim-swap and transfers me to customer care. SECURITY CHECK! Customer care tells me that they cannot assist, it is for contracts. SECURITY CHECK! I told the agent at customer care that she cannot transfer me, she must assist me. SECURITY CHECK! She tells me she is unable to assist. After another few minutes of screaming and shouting out of pure frustration, she finally agrees to assist. Could she not just assist me from the beginning? 7. Once again, another ****ing security checkpoint! Welcome to Fort Knox!8. Lo and behold I fail the security check! 9. I am then told by the agent that she cannot assist.
I want this complaint resolved first before we get to the actual query that I had called in for.
I need to know that I will not be subjected to this level of frustration the next time I phone Customer Care.
In short, my complaint is:
- Why do I need to speak to 10 different people, in 5 departments, for a simple card activation that was SENT WITH THE PHONE? One department calls it a sim activation, another calls it a sim swap, and the best part is that nobody can help!!!!- Why do I need to break into Fort Knox to get a simple service out of Cell C? How is it possible that I failed my own security questions? TWICE! Get your system fixed. But before that I need an answer as to what happened and the assurance that I won’t go through this frustration again.
Resolve this, and we can move on to my actual query.
Thank you for your response.
I would like to state upfront that Cell C has always provided me with good service in the past. I always thought it was a good network. Up until now…
I will be happy to change my rating to a five star provided that you satisfactorily resolve my complaint and query.
I choose to write this on a public platform as I want other consumers to know the outcome. Even if you write back in private, I will make it public.
But before we get to my query, I want to resolve my complaint first.
When I called into Customer Care, nobody is able to assist. They transfer me from department to department, sometimes giving me another number to call.
1. Why does Cell C need a security system that is higher than the banks and SARS? It is virtually impossible to get anything done with this ****ing security check. Is this necessary? 2. During my phone call on Monday morning 16.08.2021 @ 8h53 from *** How is it that I failed my own security check? It is because there is a problem with your system! I want an investigation and an answer to how I failed the security check, and what answers did I fail exactly. 3. I was then told by customer care that they cannot resolve my complaint. Then who the **** can? 4. Why did I have to scream and shout at the agent in order to be put through to a manager? Are your managers so important that the public is not allowed to speak to them? 5. Why did the manager say that she is unable to assist? Her name was Nomsa if I remember correctly. But since “ALL CALLS ARE RECORDED FOR SECURITY REASONS” you should be able to find the call in your system. (But your system is so broken, and your employees so ***********, that I can bet my last Rand you won’t find this recording). 6. Contracts department calls it a sim activation and transfers me to somewhere else. SECURITY CHECK! The next agent then informs me that it is actually a sim-swap and transfers me to customer care. SECURITY CHECK! Customer care tells me that they cannot assist, it is for contracts. SECURITY CHECK! I told the agent at customer care that she cannot transfer me, she must assist me. SECURITY CHECK! She tells me she is unable to assist. After another few minutes of screaming and shouting out of pure frustration, she finally agrees to assist. Could she not just assist me from the beginning? 7. Once again, another ****ing security checkpoint! Welcome to Fort Knox!8. Lo and behold I fail the security check! 9. I am then told by the agent that she cannot assist.
I want this complaint resolved first before we get to the actual query that I had called in for.
I need to know that I will not be subjected to this level of frustration the next time I phone Customer Care.
In short, my complaint is:
- Why do I need to speak to 10 different people, in 5 departments, for a simple card activation that was SENT WITH THE PHONE? One department calls it a sim activation, another calls it a sim swap, and the best part is that nobody can help!!!!- Why do I need to break into Fort Knox to get a simple service out of Cell C? How is it possible that I failed my own security questions? TWICE! Get your system fixed. But before that I need an answer as to what happened and the assurance that I won’t go through this frustration again.
Resolve this, and we can move on to my actual query.
MF
Muhammed F's update17 Aug 2021, 19:35
Reviewer Update
Dear Sir / Madam,
Thank you for your response.
I would like to state upfront that Cell C has always provided me with good service in the past. I always thought it was a good network. Up until now…
I will be happy to change my rating to a five star provided that you satisfactorily resolve my complaint and query.
I choose to write this on a public platform as I want other consumers to know the outcome. Even if you write back in private, I will make it public.
But before we get to my query, I want to resolve my complaint first.
When I called into Customer Care, nobody is able to assist. They transfer me from department to department, sometimes giving me another number to call.
1. Why does Cell C need a security system that is higher than the banks and SARS? It is virtually impossible to get anything done with this ****ing security check. Is this necessary? 2. During my phone call on Monday morning 16.08.2021 @ 8h53 from *** How is it that I failed my own security check? It is because there is a problem with your system! I want an investigation and an answer to how I failed the security check, and what answers did I fail exactly. 3. I was then told by customer care that they cannot resolve my complaint. Then who the **** can? 4. Why did I have to scream and shout at the agent in order to be put through to a manager? Are your managers so important that the public is not allowed to speak to them? 5. Why did the manager say that she is unable to assist? Her name was Nomsa if I remember correctly. But since “ALL CALLS ARE RECORDED FOR SECURITY REASONS” you should be able to find the call in your system. (But your system is so broken, and your employees so ***********, that I can bet my last Rand you won’t find this recording). 6. Contracts department calls it a sim activation and transfers me to somewhere else. SECURITY CHECK! The next agent then informs me that it is actually a sim-swap and transfers me to customer care. SECURITY CHECK! Customer care tells me that they cannot assist, it is for contracts. SECURITY CHECK! I told the agent at customer care that she cannot transfer me, she must assist me. SECURITY CHECK! She tells me she is unable to assist. After another few minutes of screaming and shouting out of pure frustration, she finally agrees to assist. Could she not just assist me from the beginning? 7. Once again, another ****ing security checkpoint! Welcome to Fort Knox!8. Lo and behold I fail the security check! 9. I am then told by the agent that she cannot assist.
I want this complaint resolved first before we get to the actual query that I had called in for.
I need to know that I will not be subjected to this level of frustration the next time I phone Customer Care.
In short, my complaint is:
- Why do I need to speak to 10 different people, in 5 departments, for a simple card activation that was SENT WITH THE PHONE? One department calls it a sim activation, another calls it a sim swap, and the best part is that nobody can help!!!!- Why do I need to break into Fort Knox to get a simple service out of Cell C? How is it possible that I failed my own security questions? TWICE! Get your system fixed. But before that I need an answer as to what happened and the assurance that I won’t go through this frustration again.
Resolve this, and we can move on to my actual query.
Thank you for your response.
I would like to state upfront that Cell C has always provided me with good service in the past. I always thought it was a good network. Up until now…
I will be happy to change my rating to a five star provided that you satisfactorily resolve my complaint and query.
I choose to write this on a public platform as I want other consumers to know the outcome. Even if you write back in private, I will make it public.
But before we get to my query, I want to resolve my complaint first.
When I called into Customer Care, nobody is able to assist. They transfer me from department to department, sometimes giving me another number to call.
1. Why does Cell C need a security system that is higher than the banks and SARS? It is virtually impossible to get anything done with this ****ing security check. Is this necessary? 2. During my phone call on Monday morning 16.08.2021 @ 8h53 from *** How is it that I failed my own security check? It is because there is a problem with your system! I want an investigation and an answer to how I failed the security check, and what answers did I fail exactly. 3. I was then told by customer care that they cannot resolve my complaint. Then who the **** can? 4. Why did I have to scream and shout at the agent in order to be put through to a manager? Are your managers so important that the public is not allowed to speak to them? 5. Why did the manager say that she is unable to assist? Her name was Nomsa if I remember correctly. But since “ALL CALLS ARE RECORDED FOR SECURITY REASONS” you should be able to find the call in your system. (But your system is so broken, and your employees so ***********, that I can bet my last Rand you won’t find this recording). 6. Contracts department calls it a sim activation and transfers me to somewhere else. SECURITY CHECK! The next agent then informs me that it is actually a sim-swap and transfers me to customer care. SECURITY CHECK! Customer care tells me that they cannot assist, it is for contracts. SECURITY CHECK! I told the agent at customer care that she cannot transfer me, she must assist me. SECURITY CHECK! She tells me she is unable to assist. After another few minutes of screaming and shouting out of pure frustration, she finally agrees to assist. Could she not just assist me from the beginning? 7. Once again, another ****ing security checkpoint! Welcome to Fort Knox!8. Lo and behold I fail the security check! 9. I am then told by the agent that she cannot assist.
I want this complaint resolved first before we get to the actual query that I had called in for.
I need to know that I will not be subjected to this level of frustration the next time I phone Customer Care.
In short, my complaint is:
- Why do I need to speak to 10 different people, in 5 departments, for a simple card activation that was SENT WITH THE PHONE? One department calls it a sim activation, another calls it a sim swap, and the best part is that nobody can help!!!!- Why do I need to break into Fort Knox to get a simple service out of Cell C? How is it possible that I failed my own security questions? TWICE! Get your system fixed. But before that I need an answer as to what happened and the assurance that I won’t go through this frustration again.
Resolve this, and we can move on to my actual query.
MF
Muhammed F's updateReviewer Update
18 Aug 2021, 18:17Please note that your email claiming that you tried calling me is invalid as I did not see any missed calls from you on my phone.
I am still waiting for a resoultion...
I am still waiting for a resoultion...
MF
Muhammed F's update18 Aug 2021, 18:17
Reviewer Update
Please note that your email claiming that you tried calling me is invalid as I did not see any missed calls from you on my phone.
I am still waiting for a resoultion...
I am still waiting for a resoultion...
MF
Muhammed F's updateReviewer Update
18 Aug 2021, 18:55Yes i did!
What kind of a question is that? why dont you check your inbox instead?
What kind of a question is that? why dont you check your inbox instead?
MF
Muhammed F's update18 Aug 2021, 18:55
Reviewer Update
Yes i did!
What kind of a question is that? why dont you check your inbox instead?
What kind of a question is that? why dont you check your inbox instead?
MF
Muhammed F's updateReviewer Update
19 Aug 2021, 07:51Thank you.
It is best to call me before 9.30 am on weekdays as i am usually occupied after that till 6pm
It is best to call me before 9.30 am on weekdays as i am usually occupied after that till 6pm
MF
Muhammed F's update19 Aug 2021, 07:51
Reviewer Update
Thank you.
It is best to call me before 9.30 am on weekdays as i am usually occupied after that till 6pm
It is best to call me before 9.30 am on weekdays as i am usually occupied after that till 6pm