Service excellence turned into service nightmare...

<p>I have a cell c contract costing me R1599 per month unlimited calls and 10gig data, I have had this contract little over a year when I lost my job. Subsequently as happens when you don't have an income I struggled to pay this account and it went into arrears eventually leading to suspension of the line. This is my fault, and bad, I had no way to prevent this being unemployed.</p> <p>The first month of my new employment I rushed to cell c the same day my pay hit my account to settle up my arrears with them. Greg at Cell C bayside mall was happy to assist me and gave excellent customer service, he found the amount I had to pay to get my account up to date and explained withing 24hours of him getting proof of payment, my line would be active again. So far so good! Very happy at the great service I go straight to nedbank, pay the money and rush back to cell c, he is busy so in steps service consultant number 2 Trevino.</p> <p>I give him my receipt of payment for no small amount I might add (R8400) and he happily loads it on the system, I explain to him I had been using a pay as you go sim card while my line was suspended and did not know where my sim card is - he happilt advises me that he can do a sim swop and proceeds to phone cell c from one of the shop phones to do the sim swop(the toner in their printer was empty so he could not do a sim swop in branch.) Which is lucky for me because in branch they charge R115 and over the phone he explains would be free....</p> <p>He talks to a lady who then speaks to me verifying my details and informing me she has activated the sim swop and within 24 hours the sim will be active!</p> <p> </p> <p>Amazing! Cell C you rock my world,I knew there was a reason I chose you rather then the millions of other providers out there!</p> <p> </p> <p>Lo and behold 24 hours passes and my phone still picks up no signal...this is strange I think...better go chat to my buddies at cell c they will know what to do! They are amazing!</p> <p> </p> <p>In steps service consultant number 3 Hashura, very friendly,very helpful! I explain the above mentioned events and she gets right on to checking what is up!</p> <p>1. She tells me there was no sim swop done for me...strange....who was the lady I talked too? Why did she say it was being done?</p> <p> </p> <p>2.She tells me my number has been cancelled and my account closed....wow...what? She then proceeds to phone for 20-30 mins and eventually tells me she thinks it was a mistake...they did it by accident....big accident..but I am hopeful and smiling still...</p> <p> </p> <p>3.She asks me to leave my sim card with her Rica serial ********** 34442 and says she spoke to her manager, they had a case like this before, they will get the account back up and running, also shows me on the system that I cleared all arrear moneys at about 12h00 and legal department closed my account at 6pm...</p> <p> </p> <p>I am still of good cheer, very confused at it all but sure they will help me because they seem to know what they are doing...</p> <p>Later I get a call telling me they can't help whatsoever my account is closed and all they can do is put my number onto a prepaid sim for me...amazing.</p> <p> </p> <p>My great service experience turns to a nightmare, I enquire about the R8400 I paid and the fact that I was told this payment would re activate my line to which I am told 'oh no that was payment for the handset you got with your contract'.</p> <p> </p> <p>Here is the problem: Someone **** to me - when I spoke to Greg he explained the R8400 was the arrears on my contract not payment for a handset, he also told me making this payment would result in my line being re activated...a second lie. Trevino told me we were doing a sim swop which was never done, a third lie, Hashura tells me it was an accidental cancelation of my line a fourth lie...they tell me they can reverse the process and get the line re instated a fifth lie.</p> <p> </p> <p>Thanks Cell C - I treated you bad, I made late payment, I was unemployed and I made right the moment I could. And this is the result from your end.</p> <p> </p> <p>Is it legal for company representatives to lie to a customer? Is it legal to close the account 6 hours after it was paid upto date?</p> <p> </p> <p>Does anyone even care? I don't know but this to me seems very underhanded. incase you want to investigate this is my number: ********** 227, which they apparently then moved to a pay as you go sim for me...upton entering that sim which now has my number and is prepaid I get no service the sim is not active...yet another lie.</p> <p> </p> <p>Amazing.</p>