Treating the customer fairly misrepresentations

On the 01-09-2021 I officially lodge a complaint with at email address ***, with regards to client service and experience I've encountered with the Call Centre help desk (084135) and the Insurance Call centre ***) and claims process.

Being a client of Cell C for many years this is by far the worst client service I've ever encountered from a service provider.

Dealing and engaging with the Call centre just trying to get the correct information and process was the first time that I was pushed to the point of getting so angry at another person. The process from reporting to lodging a claim with the insurance was the worst quality and client service I ever experienced in years. I depend on a cell phone to run and get business, without a cell phone with the features it makes it difficult for me to run my business.

On the 3rd August 2021 my handset was ******. I immediately reported it to the Call Centre to block (blacklist) the handset and sim. The Call centre could only block the sim but not assist me with blacklisting the handset over the phone. I had to go into the store to complete a Device Blacklisting Request Form. Which I did on the 04th August 2021. The agent that assisted me said that it would take 48-72 hours for the ITC No to be issued. When I called the Call centre on the 6th (2 days later) the agent told me that the ITC no was still not issued and that she would escalate if it's still not issued within another two (2) days. Which I felt was unacceptable as the previous agents told me within 48-72 hours. Also not having the ITC No would delay me from reporting the matter to SAPS as they required the ITC No to open a case and issue the SAPS Case No, that I needed to lodge the insurance claim and more delays and impact on my business.

On the 07-08-2021 I called the Call Centre as I was not receiving or able to make calls with the new sim that I purchased on the 4th at the Cell-C store in Westgate. The agent that assisted me was very helpful and explained that when I blocked the sim on the 3rd, the line was deactivated. This also confused me as I purchased a new sim in the Cell-C store on the 4th and requested the store agent to do the sim swap for me. But none of the agents communicated that after the sim swap I needed to call the Call Centre again to reactivate the line.

Between 03-08-2021 and 06-08-2021 I made seven (7) calls to the Call Centre of which three (3) were successfully connected. The other four (4) were dropped calls. Contributing further to my frustration is every time I called the Call centre you speak to a different agent and have to explain the issue over and over again. Then I receive conflicting sms messages after speaking to the agent or submitting documentation.

On the13 August 2021 15:01 I received an SMS with the confirmation that the handset was blacklisted and the ITC No. It took eleven (11) days to sort out the ITC No. But the Service level is three (3) days or 72 hours.

On the 17 August 2021 10:14 I received an email (no agent name attached to email) in order to proceed with the claim picture of the device box to confirm the 2nd IMEI number. This was sent on the 17 August 2021 12:36. On the same date at 14:15 Katlego sent me an email requesting me to resend the pictures as it was not clear. My response was that I was getting very annoyed with this.... I retook the picture with the best quality I could and resent it on the 17 August 2021 15:12.

On the 18th August 2021 12:56 I received the below sms's Hello: Your devise insurance claim documents are incomplete. Please email Claim Form, Police Report, ITC Reference, ID Document, Usage report to ***. I called the Call centre to get clarity about what documents were incomplete. As all the supporting documents that were communicated to me on an email from the Cell-C agent BoniweM on the 16th August 1:32pm was duly completed and submitted on the 16th August 2021 15:57. At this point I admit I was already annoyed and just wanted to speak to the manager, which the agent tried for 20 mins to transfer the call to the manager. The manager sent me an email that she tried to call me back but I didn't answer. When I checked my call log I didn't receive any call at the time that was indicated.

On the 19th August 2021 8:35am I received an email from Noluthando (Manager I assume) that the underwriters request that the account holder write an affidavit. On the 19th August 2021 11:33 I emailed Noluthando in which I refused to make an affidavit as the phone was not in my possession at the time when it was ******. This was disclosed in the claim form and affidavit that was submitted. As the Insurance service provider they should know the laws of SA regarding making a false affidavit and the consequences therefore. To me this was another delay tactic. I also expressed dissatisfaction with the service I've received since the notification on the 3rd August to date.

On the 24th August 2021 07:59 I received an email that the claim was approved and that I needed to pay the Excess amount of R3469,20. At that point I could not understand why the excess was so much, so I requested a copy of the insurance policy as one was not provided to me when the Insurance was added to the contract.

On the 25th August 2021 I called the Call Centre and spoke to a person by the name of Boliwe that said that I can speak to someone in the Excess Assist department who will be able to assist me to make payment arrangements for the excess amount of R3469,20, as I am not in a financial position to pay the full excess amount in one payment. I was transferred to someone in the Excess Assist department. By this time I was already boiling from the frustration as the Call centre number ***) just rings and gives you options to press and when you press the options the voice over says that the number is invalid then the calls drops. Which means I must redial again.

When I eventually got through to the Excess Assist department I spoke to the claims person. The agent informed me that the call prompt is invalid and there is no longer an Excess Assist department, yet it's an option when you call the Insurance Call centre ***) number. Basically the agent informed me that I was misinformed that assistance can be given and that I would need to pay the R3469,20 within 90 days or else the claim will be suspended. So NO help !

I must just continue paying a contract with insurance but no phone.....that impacts on my business and income at the end of the day.... I don't want to relive that conversation ever again, so I hope that my call will be listened to as I just exploded out of sheer frustration at the entire process and experience.

Between the 10th and 25th I have made more than twenty four (24) calls; sent more than twelve (12) emails to follow up on an ITC no, submitting and following up on the claim with the insurance. For every call that went through there was a different agent. Some of the calls were dropped calls. 10-08-2021 four (4) calls 13-08-2021 three (3) calls 16-08-2021 three (3) calls 17-08-2021 four (4) calls (Insurance) 18-08-2021 two (2) calls (Insurance) 18-08-2021 one (1) call 23-08-2021 one (1) call 24-08-2021 four (4) calls 25-08-2021 two (2) calls

Key reason for my compliant - Insurance Call centre number either rings, the number options are invalid and just cuts out - Conflicting information - Delays in the process - Between the 3rd August - 15th I dealt with more than 15 agents

I honour my contract agreement every month to ensure that it is paid i.e. R1265.00 and I expect a certain level of quality and service delivery from Cell-C. sO when I need Cell-C to honour their side of the agreement I get pathetic client service and delivery. I honestly don't want to even consider continuing this relationship, if this is the quality of service I have received so far. All the above engagements with the Cell-C Call centre makes my client experience the worst ever and beyond frustrating and the process drawn out. Therefore the only amicable solution for me to continue the relationship is a payout of the difference of the value of the phone and the Excess amount. So that I can move on and get a decent phone for me to do my business and I continue honoring the contract of R1265 a month.

I received a no reply email response that a service consultant will contact me within 24-48 hours. To date no service consultant has contacted me.

Then on the 06-09-2021 I did a follow up call to the contact centre and the below email to the ***.

According to the No reply email that is attached a consultant was to contact me within 24-48 hours.

To date no one as called me- telling me that Cell C as a service provider does not take “complaints” serious and that they do not honor agreements, like service levels.

I contacted the customer service on the 6th October 2021 at 11:06am to do a follow up, according to the agent the status of the complaint is: case still running.

I didn’t expect an answer after 48 hours but I did expect a consultant to make contact with me as promised in the no reply email.

I am honestly disturbed by the level of service I have received from CellC yet my contract payment is honored by me.