MR
Martinn R
1 reviews | Active since Jan 2015
03 Sept 2016, 13:31
Sim Swap Nightmare
<p>After attempting to do a sim swap to a sim that was delivered through Cell C direct for an upgrade I am sitting without a phone as the whole Cell C team is unable to assist in completing the sim swap. I have called in to the call centre numerous times and after many discussions with team leaders and agents I have been promised numerous times that their back office whom is dealing with the sim swaps will be in contact within two hours. It still has not been done and I have been informed the turnaround time is 24 hours and I find it unacceptable that nobody is able to deliver their promises to their customers and ultimately I am sitting without a phone of which I pay for monthly. Cell C is not delivering on the service they agreed to deliver.</p>
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Replies (4)MR
Martinn R's updateReviewer Update
03 Sept 2016, 19:07I just spoke to benadic at the call center after 24 hours of informing them that I can't do a sim swap and getting a reference number and he informed me that nobody had urged the case or flag the case. This upsets me even more because every team leader I spoke to assured me that they will flag the case and urge it of which they did not do. I have never received such poor service before from Cell C as I have in the past 24 hours. So ultimately they are all full of empty promises.
MR
Martinn R's update03 Sept 2016, 19:07
Reviewer Update
I just spoke to benadic at the call center after 24 hours of informing them that I can't do a sim swap and getting a reference number and he informed me that nobody had urged the case or flag the case. This upsets me even more because every team leader I spoke to assured me that they will flag the case and urge it of which they did not do. I have never received such poor service before from Cell C as I have in the past 24 hours. So ultimately they are all full of empty promises.
Cell C's replyOfficial
05 Sept 2016, 07:03
You have come through to the correct platform for assistance and a resolution will be provided. Sincere apologies for the inconvenience caused.
One of the consultants in the escalations team will contact you and assist with this matter.
Regards
Cell C | PN
Best regards,
Cell C's reply05 Sept 2016, 07:03
Official
You have come through to the correct platform for assistance and a resolution will be provided. Sincere apologies for the inconvenience caused.
One of the consultants in the escalations team will contact you and assist with this matter.
Regards
Cell C | PN
Best regards,
Cell C's replyOfficial
05 Sept 2016, 09:33Patrick confirmed that he has been in contact with you to assist with this matter. However, you advised him that the SIM swap has been done through IVR, self service.
Regards
Cell C | PN
Best regards,
Cell C's reply05 Sept 2016, 09:33
Official
Patrick confirmed that he has been in contact with you to assist with this matter. However, you advised him that the SIM swap has been done through IVR, self service.
Regards
Cell C | PN
Best regards,
MR
Martinn R's updateReviewer Update
05 Sept 2016, 10:07Yes after 48 hours of no help from the entire Cell C team I managed to successfully do the sim swap using the self service pin. I am really disgusted by the effort the entire team had put into resolving the matter.
MR
Martinn R's update05 Sept 2016, 10:07
Reviewer Update
Yes after 48 hours of no help from the entire Cell C team I managed to successfully do the sim swap using the self service pin. I am really disgusted by the effort the entire team had put into resolving the matter.