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cP
coreen P

1 reviews | Active since Feb 2018

29 Dec 2023, 13:07

Rudeness, not accepting liability

My second time of having a contract with Cell c. What a disappointment!!! Contract ended without notice, debit account with new amount. Cell c app not working. App**** now twice for an upgrade, call Centre was rude just told me I do not qualify for new contract, when asked why call was cut and need to rate the service. I was more financially unstable 2 years back then now. When this contract was issued 2yrs back, nobody contacted me. The sim was just delivered to my work..... Please help me understand why the other networks are in contact with their customers before contract expires and not cell c.

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Replies (7)
Cell C
Cell C's reply29 Dec 2023, 14:04
Official
 Dear Coreen,

We sincerely apologize for the disappointing experience you've had with us. It's certainly not the level of service we aim to provide. We want to make things right for you.

Could you please verify if all your accounts are up to date and if you are not under debt review? If you meet these criteria, you may be eligible for an upgrade in the next three months. We'd be happy to assist you with this process.

Regarding your concerns about your contract ending without notice and the issues with the Cell C app, we understand how frustrating this must be. We are working to improve our communication processes to ensure that our customers are informed about their contracts well in advance. We are also actively addressing technical issues with our app to provide a seamless experience for our users.
We value your feedback and want to ensure that you receive the assistance you need. Please feel free to reach out to us directly so that we can address your concerns and assist you with the upgrade process.

Thank you for bringing these issues to our attention, and we hope to restore your faith in our services. 


Cell C | NZ

Best regards,

cP
coreen P's update29 Dec 2023, 15:16
Reviewer Update
A few accounts was settled. Not and never will be under debt review. Still confused how I could get a contract 2yrs back and suddenly not .... I am not prepared to pay 3 months of +- R260 until cell c makes a decision. Upgarde me or advice how to cancel. I also think that proper training should be provided to call Centre instead of dropping the call
Cell C
Cell C's reply29 Dec 2023, 15:34
Official
Dear Coreen,

We have referred this matter to the relevant department to advise the reason why your upgrade was declined. Our Team will contact you within 24 to 48 working hours.

Regards
Cell C | TG

Best regards,

cP
coreen P's update29 Dec 2023, 15:45
Reviewer Update
Hi

No need as I just send an email cancelling my contract. I need acknowledgement and final date of payment for budgetting purposes 
Cell C
Cell C's reply29 Dec 2023, 15:58
Official
Dear Coreen,

Please await the call from our Team regarding your upgrade, they will be in touch.

Regards
Cell C | TG

Best regards,

cP
coreen P's update29 Dec 2023, 17:02
Reviewer Update
Received call from upgrade dept. Still not approved. I confirmed to say that cancellation email was send. Cell c stick to their guns regarding sending notice out that contract is ending. I proceed with cancelation, I was told that they want to see the communication that was send.... Surprisingly my sim has now converted to prepaid with immediate effect. Thank you cell c for confirming my words, just very disappointed that you do not care about your customers?
Cell C
Cell C's reply29 Dec 2023, 18:29
Official
Thank you for bringing this to our attention. We understand your frustration and apologize for any inconvenience caused. As per the feedback, the situation regarding your contract cancellation and the immediate conversion of your SIM to prepaid was with your consent.
We will also ensure that your cancellation request is processed in accordance with our policies.

Cell C | NH

Best regards,