KB
Keegan B
1 reviews | Active since Mar 2023
06 Mar 2023, 15:48
Referred to ICASA - incorrect debit
I have been incorrectly debited since January. I brought the mater under Cell C attention and got no response. I eventually referred it to ICASA and only then did they reply.
I get debited R 934.15 however the call recordings confirm the amount to be R 746.00 (inclusive of additional minutes and data) Whenever I call the Call Centre I get pushed from pillar to post. I hope ICASA takes action against Cell C for such bad service ICASA reference number WCP014410/22
To date the matter remains unresolved and NO URGENCY from CELL C - see 4 yourself
Helpful (0)
Replies (8)0
Replies (8)KB
Keegan B's updateReviewer Update
06 Mar 2023, 16:25This matter has been esculated by myself every second day... with no resolve just delays and passing the buck. I will be doing a weekly Hello Peter update along with the Icasa case until it is resolved to my satisfaction - Listen to the voice recirdings, its that simple
KB
Keegan B's update06 Mar 2023, 16:25
Reviewer Update
This matter has been esculated by myself every second day... with no resolve just delays and passing the buck. I will be doing a weekly Hello Peter update along with the Icasa case until it is resolved to my satisfaction - Listen to the voice recirdings, its that simple
Cell C's replyOfficial
06 Mar 2023, 20:13You will be assisted accordingly.
^NH
^NH
Cell C's reply06 Mar 2023, 20:13
Official
You will be assisted accordingly.
^NH
^NH
KB
Keegan B's updateReviewer Update
08 Mar 2023, 08:2448 hours later and several emails sent to the *** - still no resolve.
As mentioned several times in the emails - call me on *** OR if you call my cell call from a telkom line (as the 135 number does not come through)
As mentioned several times in the emails - call me on *** OR if you call my cell call from a telkom line (as the 135 number does not come through)
KB
Keegan B's update08 Mar 2023, 08:24
Reviewer Update
48 hours later and several emails sent to the *** - still no resolve.
As mentioned several times in the emails - call me on *** OR if you call my cell call from a telkom line (as the 135 number does not come through)
As mentioned several times in the emails - call me on *** OR if you call my cell call from a telkom line (as the 135 number does not come through)
Cell C's replyOfficial
08 Mar 2023, 08:47Thank you, we have provided our team with your alternative contact number, and they will in touch.
^MN
^MN
Cell C's reply08 Mar 2023, 08:47
Official
Thank you, we have provided our team with your alternative contact number, and they will in touch.
^MN
^MN
KB
Keegan B's updateReviewer Update
09 Mar 2023, 15:51So, I have now been contacted by *** on the alternate number which I provided weeks ago (note he was not keen to provide me with his surname).
He has no insight into my complaint, nor did he listen to the call recordings. I emailed him the call recordings on Wednesday 8 March @ 09:24 & followed up @ 14:11 - NO RESPONSE
I then followed up AGAIN today, Thursday 9 March @ 09:00 - NO RESPONSE. I have copied *** in all the communication.
I then received a call from *** who also had NO IDEA what the query relates to. Bearing in mind ALL the info has been sent over and over again to ***.
Can you also please provide me with the MD email address - as that will be my next point of call if no one is WILLING to actually assist.
He has no insight into my complaint, nor did he listen to the call recordings. I emailed him the call recordings on Wednesday 8 March @ 09:24 & followed up @ 14:11 - NO RESPONSE
I then followed up AGAIN today, Thursday 9 March @ 09:00 - NO RESPONSE. I have copied *** in all the communication.
I then received a call from *** who also had NO IDEA what the query relates to. Bearing in mind ALL the info has been sent over and over again to ***.
Can you also please provide me with the MD email address - as that will be my next point of call if no one is WILLING to actually assist.
KB
Keegan B's update09 Mar 2023, 15:51
Reviewer Update
So, I have now been contacted by *** on the alternate number which I provided weeks ago (note he was not keen to provide me with his surname).
He has no insight into my complaint, nor did he listen to the call recordings. I emailed him the call recordings on Wednesday 8 March @ 09:24 & followed up @ 14:11 - NO RESPONSE
I then followed up AGAIN today, Thursday 9 March @ 09:00 - NO RESPONSE. I have copied *** in all the communication.
I then received a call from *** who also had NO IDEA what the query relates to. Bearing in mind ALL the info has been sent over and over again to ***.
Can you also please provide me with the MD email address - as that will be my next point of call if no one is WILLING to actually assist.
He has no insight into my complaint, nor did he listen to the call recordings. I emailed him the call recordings on Wednesday 8 March @ 09:24 & followed up @ 14:11 - NO RESPONSE
I then followed up AGAIN today, Thursday 9 March @ 09:00 - NO RESPONSE. I have copied *** in all the communication.
I then received a call from *** who also had NO IDEA what the query relates to. Bearing in mind ALL the info has been sent over and over again to ***.
Can you also please provide me with the MD email address - as that will be my next point of call if no one is WILLING to actually assist.
Cell C's replyOfficial
09 Mar 2023, 21:36Hi Keegan Brandt
We apologize for the unpleasant experience that you had with our support staff.
Our team has re-escalated the matter for a follow-up with renewed urgency. You will be contacted and assisted.
^MP
We apologize for the unpleasant experience that you had with our support staff.
Our team has re-escalated the matter for a follow-up with renewed urgency. You will be contacted and assisted.
^MP
Cell C's reply09 Mar 2023, 21:36
Official
Hi Keegan Brandt
We apologize for the unpleasant experience that you had with our support staff.
Our team has re-escalated the matter for a follow-up with renewed urgency. You will be contacted and assisted.
^MP
We apologize for the unpleasant experience that you had with our support staff.
Our team has re-escalated the matter for a follow-up with renewed urgency. You will be contacted and assisted.
^MP
KB
Keegan B's updateReviewer Update
16 Mar 2023, 08:38I think it only fair to give feedback on my query. The matter has been resolved due to the extra efforts of Nurse Mokgalaka.
This employee actually took time to listen, investigate, apply her mind and offer a resolve to the problem. I trust Cell C will use my case a platform to improve on customer query resolution. Thanks again Nurse, you've done in a 2 days what other call center staff could not do in months.
This employee actually took time to listen, investigate, apply her mind and offer a resolve to the problem. I trust Cell C will use my case a platform to improve on customer query resolution. Thanks again Nurse, you've done in a 2 days what other call center staff could not do in months.
KB
Keegan B's update16 Mar 2023, 08:38
Reviewer Update
I think it only fair to give feedback on my query. The matter has been resolved due to the extra efforts of Nurse Mokgalaka.
This employee actually took time to listen, investigate, apply her mind and offer a resolve to the problem. I trust Cell C will use my case a platform to improve on customer query resolution. Thanks again Nurse, you've done in a 2 days what other call center staff could not do in months.
This employee actually took time to listen, investigate, apply her mind and offer a resolve to the problem. I trust Cell C will use my case a platform to improve on customer query resolution. Thanks again Nurse, you've done in a 2 days what other call center staff could not do in months.
Cell C's replyOfficial
16 Mar 2023, 11:08Good day Keegan
Thanks for the awesome review! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. Your sentiment will be shared with Nurse and here manager.
Have a great day.
^NT
Thanks for the awesome review! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. Your sentiment will be shared with Nurse and here manager.
Have a great day.
^NT
Cell C's reply16 Mar 2023, 11:08
Official
Good day Keegan
Thanks for the awesome review! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. Your sentiment will be shared with Nurse and here manager.
Have a great day.
^NT
Thanks for the awesome review! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. Your sentiment will be shared with Nurse and here manager.
Have a great day.
^NT