SHOCKING CUSTOMER SERVICE FOR LOYAL CUSTOMER

Good Day,

Still waiting on a response to my email regarding my query

From the Branch Manager, Patrick at The Marc to the actual Customer Service division – still waiting to be contact by somebody in Cell C.

What happened to the 2 business days turnaround time for “ESCALATIONS”

Shocking treatment for a loyal customer of 8 years.

From: ***XX Sent: Tuesday, 18 February 2020 16:21 To: '***' <***> Subject: FW: *** - Dispute regarding Charges and Contract Importance: High

Good Afternoon,

This is a dispute that goes back to 14 January 2020 and I’m still waiting for feedback as per my email below.

I spoke to Isabel at Customer Services (14:30) and she informed me that according to Confidence (the person who allegedly listened to my conversation) I am liable for the payment.

This is unbelievable – you hear Boitumelo (the salesman) clearly state that “EVERYTHING STAYS THE SAME”

I would like to speak to somebody who has actually listened to this conversation.

Isabel has confirmed that her Team Leader, Pumiso Motsepe would contact me once she’s off the telephone – time will tell if I get a response.

Kind Regards, ***XX

From: ***XX Sent: Friday, 14 February 2020 16:15 To: *** Cc: *** Subject: FW: *** - Dispute regarding Charges and Contract Importance: High

Good Afternoon,

Please find below details pertaining to my dispute with Cell C regarding my contract and the charges.

After listening to the conversation at the branch (THE MARC), I was asked by Patrick, the branch manager, to send through my email to him and he would ensure that it was taken care of.

As you can tell, I have yet to hear from Patrick or anyone at Cell C for that matter.

I would also like to lodge a complaint against Patrick as he insisted that I send my complaint to him to handle. I have also tried calling a few times but he’s never available – it seems like he’s always out.

Could you please investigate my query and provide feedback.

Kind Regards,

***XX

From: ***XX Sent: Wednesday, 12 February 2020 08:15 To: *** Subject: FW: *** - Dispute regarding Charges and Contract Importance: High

Good Day,

Could you please respond to me email regarding my query.

Kind Regards, ***XX

From:***XX Sent: Monday, 10 February 2020 12:27 To: *** Subject: FW: *** - Dispute regarding Charges and Contract Importance: High

Good day Patrick

I was advised by you on the 4 February 2020 that it would take about 24 hours for a response from your Customer Services division.

We are now sitting at a week later and I still have not heard from you.

Kindly provide me with feedback regarding my dispute

Kind regards,

***XX

From: ***XX Sent: Monday, 03 February 2020 16:08 To: *** Subject: *** - Dispute regarding Charges and Contract Importance: High

To Whom It May Concern,

RE: Dispute regarding New Contract

I have a contract with Cell C – ***

My premium was about R255pm

On the 6 November 2019, I received a phone call from a gentleman by the name of Boitumelo – he informed me that I was not using the benefits of my contract to the full capacity and that my 24 month contract was expiring at the end of December 2019.

Boitumelo told me about a promotion that they were having – He told me about the R149 month-to-month contract which he said was the same as my existing contract - I quote “EVERYTHING STAYS THE SAME” - (as per my original contract, there was a cap on the limit and that is my dispute.)

We had a further discussion where he asked me various security questions – I also received a Cell C authentication Number 135446 on my mobile which I gave to Boitumelo

Attached find my 2 statements giving a breakdown of the exorbitant amounts I have been charged - I would like to know why and how this happened, considering that there should have been a cap on the limit and that I should only have been charged R255 for December 2019 and when the new contract kicked in on 1 January 2020 – I should have been charged R149 but that clearly was not the case.

• Dec 2019 - an amount of R1141.93 was debited to my bank account • Jan 2020 - an amount of R1089.23 was debited to my bank account

I contacted Cell C on 14 Jan 2020 @ 15h44 and spoke to Mpumelelo – she confirmed that my normal premium was R255.36pm up until the end of Dec 2019 and that from 1 Jan 2020, I would pay R149pm for 10G night / 10G anytime – my old contract was 5G night / 5G anytime. She also mentioned that my new contract was an open contract which means that there’s no limit a( and this is why I asked to listen to the voice recording of my initial conversation – see details below )

Mpumeleo set a limit of R150 so I will not have to pay more than R150pm. I asked her for the following:

1. To email me my statements (received as per attached) 2. To send me a copy of my initial voice recording when I was given details about the new contract – I listened to the conversation at one of the Cell C branches – The MARC

I would also like to point out that I did not have any missed calls nor any messages from Cell C as I believe that they have noted on the system that they tried calling me and sending me messages. Also note that my mobile number is in perfect working order

I would appreciate a prompt response to my query in order to have this issue resolved.

Sincerely, ***XX