Unacceptable Service from Cell C Call Centre.

CellC Call Centre – Frustration (No resolutions) Since I have called and explained this numerous times to the call centre, explaining the same problem to various people who answer the calls, I thought I would do it one more time. It is absolutely disgusting at the amount of effort and time I have spent upgrading my contract and I so disappointed that I done so with CellC. Never again.

• I have been a CellC contract Customer for over 3 year now (hopefully not for much longer) • On the 7th August 2018, I decided to upgrade my contract from a 15G data contract (R199-00), that had out-of bundle voice calls to a contract has included an Iphone which was a promotion CellC was running (huge mistake on my part). • I called in to do this upgrade and was advised that if I wanted to keep my same number, I could not include the 15G data that I had. I need to cancel my existing contract. • So agreed to take 2 contracts, one for the iphone and a second one for data (15G ********** • I was not advised that the 15G was for LTE-A (not really advanced, because they don’t have coverage in most areas). The sale persons definitely needs to check this, as it is NOT a given that you will have coverage and SHOULD BE part of the sales-check before selling this product. • I received my phone and 2 Sim Cards on the 10th August. I put in both SIM cards an both worked without issues until my regular billing date on 15th and then the issues started. • Both SIM Cards showed “no service”, despite my bill being paid by stop order without issue. • Called from my landline to the CellC call centre (Expensive Endeavour) to find out what was going only to find out that I needed to RICA the SIM cards, which I then did. I was told to wait 2 hour for services to be activated. • ON the 15th August, the SIM Card for the Iphone Upgrade became active, but the Data SIM still showed no service. • I called again to verify that RICA was done and asked to wait yet again. • On Monday 20th August 2018, I called again and after a long call, explaining everything I was put through to the technical Department. The person that assisted, looked at the contract and immediately identified it was a LTE-A contract and that there is limited service. He advised me to contact the “Retentions Department 084143”, which I immediately did. • When I called the Retentions Department to cancel the LTE-A contract because I could not use it, I had to explain my problem again from the time I decided to upgrade my contract. • The person I spoke to asked me if I would like to upgrade my contract to 20G LTE for R199-00 from the LTE-A 15G for R149-00, which I agreed to, as I had LTE coverage with my previous contract before I decided to upgrade. • Yet another problem, as I was specified that it was 10G daytime data and 10G night time Data. • I was advised that the SIM card with pocket router would be delivered on Thursday 23rd August 2018, which I waited for with no delivery and the same on the 25th. • On Monday 27th August 2018, I received a call from CellC Sales Department trying to sell me a data package and I very surprised. The agent that called me told me that my LTE-A was not cancelled and that I wasn’t receiving another SIM and Pocket Router. • Absolutely upset, I called the 140 (Customer Services) and asked to speak to a manager. I was told that “We do not transfer calls” without hearing what the problem is, so I had explain again (from the beginning), I was then placed on hold and the call was ended. • I called 140 back again intending to speak a Call Centre Manager and told the same thing, so I had to explain again (everytime with a 5 question security verification) and after all this, they refused to transfer me to manager and transferred me to the “Retentions Department” which was the one place I didn’t want to be transferred to and was told if the call get dropped again NOT to call customer service (084140)and to call the (084143 option 2 for the retentions department). • So I had to explain the problem, yet again with 5 security check verification to another person at retentions, who transferred the call to the person that actually did the upgrade on the 20th August from LTE-A to LTE. • This person then tells me that the upgrade WAS NOT processed, because I declined to upgrade. • I asked her to review the voice recording and listen to exactly what was agreed upon. She said will do so and call me back. She didn’t call me back. • On Tuesday 28th August 2018, I received a package with a pocket router and SIM. • I called the number last night to RICA the number only to find that the SIM contract that I was given was 10G day and 10G night data for R199-00, which I did not agreed. I did not RICA the number • On the 29th August 2018, I called the Retentions Department again, explained my situation again to another person with another 5 question verification. I was put on hold and the next person to answer the call person that did upgrade on 20th August 2018 (that did not call me back). I asked her to please put a manager on the phone. She said that a team leader will call me back in a few minutes.

Almost 3 hours later and no call back. My time, my frustration, my anger is such a high level and still NO RESOLUTIONS.... Absolutely ridiculous. Can a MANAGER (not a team leader) please call me.