Time to give up on you, Cell C, I think

Item: Cell C
Rating: 1
Author: Roger J

Well, Cell C, you certainly know how to shoot yourselves in the foot and further reduce customer’s negative perceptions of you as a service provider. Wednesday at 1811, I received an email from you – referenced *** - advising: “According to our records your account is in arrears by R 448.99. Please make a payment towards the account to prevent further action or kindly contact us on 084135 to discuss the options.” I can send you a screenshot of my bank account showing YOUR debit order debit for 448.99 on 30 October. If you’d like to see it, send me an ema and I’ll forward to you. However, I don’t think that you’ll want it because, quite likely, by the time that this review is actioned, the appropriate accounting and D/O processing areas will have realised that you’ve *****ed up and the damage control will begin. Too late! Another nail in the coffin! Just to address the event: 1. YOU initiated the debit order to my account. 2. (Probably) simultaneous to release of the debit order run file to Bankserv for “collection” from customer bank accounts*, you will have processed the contra credits in your books (and I’m sure that you don’t wait for possible unpaids/rejections from the banks before processing all the D/O files internally). 3. Something in that process has failed given the obvious missing credit representing payment, to my account in your system. 4. There is no re-credit of the 448.99 on my bank account after 30 October which would evidence reversal – for whatever reason – of the original debit. So, at which end does the problem lie? Again, another nail in the coffin! Yes, you’ve returned to profitability according to media reports but a “healthy” bottom line does not mean that there has been improvement across the board. Not only does your connectivity absolutely suck (in my area, anyway) - more up and down occurrences than you’ll find at the Yo-Yo World Championships - but over 8 months you have failed to resolve my issue with inability to do data share from my mobile phone – case # *** refers (and time for a complaint submission to ICASA, wouldn’t you agree?) and the fact that, historically, so few issues get resolved promptly, if at all and then, without drama of some sort. It’s no wonder that you rated so poorly in the latest My Broadband surveys for Q3 ‘21: Customer Satisfaction - 3rd from bottom and you rate a Network Quality score of only 4.58 compared to MTN’s 9.86 (both out of a possible 10). I debate with myself if I should submit this review ahead of your possible damage control follow up email to advise of the error on your side re my account but reach the conclusion; Nah! – I’ve waited 48 hours for you to identify the issue in your system and come back to me to say all is OK but no such and so, based on your dismal service and operations I submit anyway and place your shortcomings on record (yet again) *PS: I wonder how many other of your customers have also been advised of the same arrears?

Helpful (0)

Replies (3)

Roger J's updateReviewer Update

07 Nov 2021, 07:47

An apology is offered for part of the above review. I have realised that the email received on 3rd is a phishing attempt (evidenced in the main by the content that suggests that I call in on 084 1355). I received your monthly statement of account yesterday and same reflects the month-end payment in question. I suggest that you will want to receive and address this phishing mail and so, please provide an ema to which I can forward it. Note however, that whilst I apologise for statements made specifically about the apparent non-payment at month-end, NO APOLOGY is offered regarding my other statements re connectivity and issue resolution which I stand by and re which I expect some action from you anyway. Further, 1) you have failed to deliver under Clause 14.1 of your Privacy Policy (see text in HP Reply field posted hereafter and 2) you have also failed to protect my personal information as required under the POPI Act (Protection of Personal Information)? The Act provides for consumers to demand to be informed as to how the confidentially of information has been compromised as mine has in this phishing attempt. Therefore, I require that you inform me asap as to who has breached your system security to obtain my contact and account details/information and what you are doing a) to address that breach and b) what you are doing to beef up your security so as to ensure that I am not exposed to such phishing risk again

Roger J's update07 Nov 2021, 07:47

Reviewer Update

Roger J's updateReviewer Update

07 Nov 2021, 07:48

Extract from the Cell C Privacy Policy14.1. We implement appropriate technical and organisational security measures to protect your Personal Information that is in our possession against accidental or ******** destruction, loss, alteration, unauthorised disclosure, unauthorized access, in accordance with applicable law. Information storage is on secure computers in a locked and certified information centre and information is encrypted wherever possible. Further, we undergo periodic reviews of our security policies and procedures to ensure that our systems are secure and protected.

Roger J's update07 Nov 2021, 07:48

Reviewer Update

Roger J's updateReviewer Update

12 Nov 2021, 13:31

A week ago (5/11) you responded on this review with " We acknowledge receipt of your complaint and we'll have the matter attended to. Do expect a call." No action - as usual - and no call. I don't hold my breath when it come to you calling as promised but I do expect it

Roger J's update12 Nov 2021, 13:31

Reviewer Update