Refund expected

<p>Last night a friend of mine tried to load BIS on her Blackberry Z10. Before I get there. The option using *147# was not available, and does not prompt the user to select a handset. This service was unavailable and so she called the call centre.</p> <p> </p> <p>The consultant assisted but did not at any stage during the call inform that there are different BIS packages which will not work on the Z10. The consultant activated the BIS (incorrect one) which resulted in the internet not working at all. After a number of calls back to the call centre, she was informed:</p> <p>A - Consultant will have to speak with the supervisor (phone call dropped)</p> <p>B - Consultant spoke with supervisor and the changes will show after 30 minutes after an sms (no SMS, no change)</p> <p>C - Consultant has requested to cancel the BIS by method of reversal, and activate the correct BIS package, wait 30 minutes (no SMS, no change except for the old BIS package now being de-activated)</p> <p>D - Consultant informed her that she is now to load airtime before a BIS package could be bought.</p> <p> </p> <p>This is absolutely ********** that such service can be offered without the correct information being asked in the first place. As a call centre operative, these persons should know the product before they can offer support or even attempt activating these services due to the fact that there is a charge (deduction in airtime).</p> <p> </p> <p>It is also quite a disappointment that I am to write a complaint on hellopeter to have this issue resolved, as the call centre now does not offer any help at all with this regard, and all that is said, is more airtime is to be loaded before another bundle can be purchased.</p> <p> </p> <p>Anything which has an exchange in moeny for product or service will be covered by the Consumer Protection Act, and even more reason, this service that was activated by a consultant who is employed by Cell C, could possibly not have been used due to the device being a blackberry Z10. I request that this be reviewed and credited back onto the account, because at this moment it as if we as consumers are expected to throw money away into a service which was de-activated!!!</p> <p> </p> <p>This is utter-disgusting service which is offered, a refund of airtime, or activation of the correct BIS package, as well as, a full investigation into the recordings is requested. I will enter her account details in the non-public sections.</p> <p> </p> <p>I trust you will handle this issue as urgent to avoid any other customers experiencing the need to "Have to buy more airtime" for incorrect services activated by the call centre agents.</p>