******* Call Centre policies force humans to act like robots.

My mother is unable to make or receive calls from her Cell C number and since she only speaks a foreign language, I have to call on her behalf. Unfortunately, call center service is ******* and impossible to navigate, not because of the employees, but because of the ridiculous maze that is the menu and unrealistic security policies involved that's preventing the call center agents from being at all helpful. Some of them want us to answer a bunch of obscure yet oddly specific security questions which my mom didn't even have all the answers for (like what was the exact date and amount of the previous top up, who remembers that??) without the option to skip a question, while others say they can't help us at all because it's against company policy to talk to anyone other than the account holder (didn't even bother with security questions). I understand that there are security policies in place for a reason, but they need to actually be possible for a human being to navigate. And what is the point of having humans in your call centers in the first place if you force them to act like robots.