Special Appreciation To Theodorah Molotsi

This is not necessarily an appreciation to the network but to appreciate Theodorah Molotsi for resolving an issue that took Kagiso Kgampe one week to fail to resolve and she only resolved it in an hour.

To Cell C you should Cherish this Woman for her dedication to her work. She is an asset!

Thanx once again

Theodorah Molotsi

Resolve issue

Since 2016 I have been purchasing Cellc SmartData 100Gig and switched to 200Gig immediately when they introduced it. The last transaction was made this february. Most of these transactions including the last transaction we used to purchase the Airtime and then call the call center for them to convert the R2000 to 200GB.

On the 10th June 2018 we purchased the airtime as usual and called the call center, they, unfortunately, referred us to the store claiming that they do not have the facility to assist us. The following day we went to the store the lady told us that they do not have the facility to assist us. Out of frustration, I called the call center right in front of her and whoever was assisting me asked to speak to the consultant after they spoke they store consultant showed us her computer screen which reflected that the facility is there but she does not have the privilege to access it.

She then called the call center and explained to them that she does not have privilege to assist us. she told them that the client (myself) has been using the same method of transaction inclusive of the last transaction. After checking the records they told her that they see it on the system and the lady who last assisted us is from KZN call center so they will try to locate her and ask her to assist us. The store consultant told me that she will give me the feedback the following day to give them time to locate this lady.

On the 12th I was on the phone with the call center which sent me from pillar to post. I then requested to speak someone superior and was referred to Nomfundo Muthwa. She also could not assist me. She sent me to Trade Partner who also failed to assist me.

After all this, I realised that this is a simple issue that did not require all the headache. 1. Call center and Store had the privilege to the facility to assist us. Now all of the sudden no one has access which means that someone removed the privilege ( The sad thing is that poor us, nobody bordered to notify us) 2. The next step was to contact whoever has the rights to add and remove products to assist in resolving this even if it means doing it by him/herself in this case. 3. Really it can be so difficult to convert airtime to data. I believe that in such a big organization there is someone who can resolve. because I once had a similar issue with Telkom Mobile and it was resolved from the call center level.

So I suggested to Nomfundo when she told me that unfortunately, I have lost my hard earned R2000. So she referred me to call head office and I refused because that is another pillar or post and suggested that she escalate this from her side. Which she did

This was sent to Kagiso Kgampe on Monday 11th June 2018 (Kindly assist with the customers query. Benjamin purchased R2000 airtime hoping to convert it to 200GB . WE ARE UNABLE TO ACTIVATE THE PRODUCT AS IT HAS BEEN REMOVED FROM BEAM. Did advise customer how he can purchase the Gig via payfast method. the customer is furious and I understand his confusion. he complains that Cellc did not acknowledge they customers about the changes were as customer service were able to activate the 200GB before.)

... And to this day I have not received any response from him. On Wednesday 13th I sent this to him

(Hi Kagiso I would like to know if there is any feedback on this matter)

To this day still no response from him. On the Thursday 14th I gave him a call. I regret making the call because he gave me the impression that he was not interested in resolving this issue and it was not supposed to be sent to him and blamed Nomfundo for not following protocol.

Today 15th June 2018 I tried to contact him again and the phone was not answered which led me to Hello Peter.

PLEASE NOTE: I FEED MY FAMILY FROM WORKING ONLINE AND THE LONGER THIS TAKE IT IS TAKING FOOD FROM MY FAMILY SO I HOPE THERE WILL BE SOLUTION TO THIS ASAP!