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1 reviews | Active since Oct 2016

21 Nov 2017, 09:58

Social Bundle Expired early

I loaded a R129 social bundle on 22 October 2017. This is supposed to expire at 23:59:59 on the 30th day post the Social Bundle being activated. 30 days post 22 October is 21 November. Furthermore, I have a screenshot of the USSD screen which said the expiry date is 21 November. When I checked my balances on 21 November, it all showed zero. Therefore the bundle expired early.

I phoned the call center twice. The first time was around 09:30. I didn't catch the lady's name, but she started arguing about the expiry date and did not really listen. Then the line just went dead. I phoned again @ 09:40 and spoke to Thabo. He agreed there is an issue, told me he will put me on hold for 2 minutes and then the line went dead. I rated both of these consultants a 3 (which is the bad option).

I am loading a new R129 social bundle today. Please ensure that my minutes from the previous bundle (and remaining data) is carried over to this bundle.

0
Replies (6)
Cell C
Cell C's reply21 Nov 2017, 10:43
Official

Hi Johan

All the inclusive benefits are valid for 30 days for all Social Bundles purchased . All the inclusive value (Data / Minutes / SMS / Access to games) will expire at midnight of the last day of validity, unless another Social Bundle is purchased prior to expiry of the current Social Bundle. The inclusive benefits are valid from 00h00:00 on the day the bundle is purchased until 23:59:59 on the 30th day post the bundle being loaded.

We'll get one of our team members to contact you and provide clarity.

Regards

Cell C | PN

's update21 Nov 2017, 10:57
Reviewer Update
The T's & C's state:"All once-off Social Bundles will expire at 23:59:59 on the 30th day post the Social Bundle being activated". In other words, if I loaded the bundle on 22 Oct, then the 30th day is 21 November. Please also note that the USSD screenprint as submitted supports this view as it notes the expiry date 21 November 2017. If the T's & C's are incorrect and the word "post" should not have been there, then Cell C should amend this and reimburse me. Furthermore, if the USSD expiry date is incorrect, then Cell C should fix this, but still reimburse me. Long story short, the T's & C's support my view, but if Cell C doesn't agree then the USSD expiry date (of which I luckily have evidence) says it expires today and per the T's & C's it should only expire 23:59:59.
Cell C
Cell C's reply21 Nov 2017, 14:22
Official

Kindly refer to Danielle's email for further assistance.

Regards

Cell C | PN

's update03 Feb 2018, 10:34
Reviewer Update
Issue not resolved. They ignored me and in turn I am moving from them to Telkom Mobile. Well done on your customer service Cell C. Your not losing my business because of any technical reason, but for plain and simple terrible customer support.
Cell C
Cell C's reply05 Feb 2018, 11:24
Official

As per our records, the consultant never received any reply from you after the email she sent. We also made an effort by updating the platform and advised that you refer to the email that the consultant sent for further assistance.

Regards

Cell C | PN

's update05 Feb 2018, 14:01
Reviewer Update
Hi There. I cannot find any email? Could you please provide me the date it was sent as well as the email address it was sent to? If I missed it, then I would like to apologise, but at this stage I cannot find it?