Update on my 'Cell Debit Order Bungle' Review

<p>Just some feedback re how Cell C have dealt with my query thus far.</p> <p> </p> <p>Heather, a Cell C Social Media Consultant, made contact with me yesterday via WhatsApp and asked if she could assist me. I appreciated hearing from her. I however informed her that I had already heard from her colleague Maropeng Motana, another Cell C Social Media Consultant, who emailed me in order to arrange a phonecall re my query. Maropeng had initially tried contacting me on my old cell number on my HelloPeter profile although I did state my current cell number and email address at the bottom of my review. I am currently awaiting to hear from Maropeng and have also updated my cell number on my HelloPeter profile.</p> <p> </p> <p>Re my WhatsApp interaction with Heather. After I told her that I am waiting for Maropeng’s call she still said she could assist me. I asked her if she could call me to discuss but she said she could assist me via WhatsApp. She then proceeded to ask me to “Just roughly explain again.” My HelloPeter review/complaint was lengthy and detailed, in my opinion enough so for them to at least start their investigation. To ask me to roughly explain again via WhatsApp is really not a practical way of dealing with my complaint and also tells me that Heather did not take the time to study my HelloPeter review/complaint thoroughly and that no investigation has been done thus far. I have attached an extract from the WhatsApp conversation with Heather as I could not screenshot the full conversation.</p> <p> </p> <p>I am a Client Relations Manager at Old Mutual Head Office with 3yrs experience so have dealt with my fair share of complex/media customer complaints. The correct way, in my opinion, to deal with a complex complaint is to advise the client that you are investigating the query and will revert with feedback. And to set up a phonecall if necessary, which in this case I think it is. Not to contact the client and ask them to just roughly explain the query via WhatsApp again when the client has provided a detailed review on HelloPeter.</p> <p> </p> <p>This is nothing personal against Heather as she was just trying to help. But just some feedback to Cell C Social Media Consultants to take under consideration when dealing with these types of cases.</p>