Upgrade? Incorrect upgrate loaded = Horrible service!

Upgrade? Horrible service! I am and have been a CellC customer for many years.

I received a call in May 2018, advising that I am due for an upgrade. The package on offer was a Samsung Grand Prime Plus for R179 p/m, which I agreed to.

The first payment however, went off my account for double that in the amount of R359.25.

I contacted the Contact Centre who confirmed that the wrong package was loaded on my account when the upgrade was done. The error was made from CellC’s side. Trying to rectify the error has been an absolute nightmare - dealing with CellC has been the most frustrating and unprofessional customer practice I have experienced.

In an attempt to resolve the concern, I called the Call Centre (084 145) on 01 October 2018 and spoke to Matshidiso, I queried why the payment of R359.25 was deducted as I never authorized for the amount to be deducted; the practice performed by CellC was ********* and a ********** activity.

I requested the agent to listen to the initial call with Melvyn (who assisted with the upgrade). I was advised that Melvyn no longer worked at CellC. I was then informed by Matshidiso (Retentions Department) that Melvyn loaded the incorrect package of R220.00 on my account. What was more disturbing is the fact that she and her Team Leader could not understand or confirm what made up the R359.25 that was debited from my account.

Melvyn uploading the incorrect information on my account, was suddenly my problem as the staff failed to investigate and resolve the matter. Matshidiso together with her Team Leader have not been able to resolve the issue since the matter was brought to their attention. I was advised that the matter will be attended to and that they will revert with feedback. On 08 October 2018 I received a sms from Matshidiso advising that she has feedback for me, however to no avail. I have since made contact with Cell C / Matshidiso on a weekly basis in an attempt to obtain feedback and resolve the error. I was advised that they have a package for me, which I declined because it was not what I originally agreed to.

I furthermore spoke to Marvin also from the Retentions Department, who advised that Shamona was working on the query and would call me back the same day, which to date never happened. He mentioned for my matter to be resolved it needed to be signed off by the Legal Department with the condition that the agent (Melvyn) was dismissed? Initially Matshidiso advised Melvyn no longer worked for the Company. I am honestly not sure if the agent still works there or not but honestly speaking, your internal process break downs and concerns should not be the reason for not attending and resolving a matter with a customer. The incorrect information was disclosed and your Company is being dishonest and deducting a payment from my account, without my consent. This is REALLY FRUSTRATING, as I have to keep on calling to find out if and by when the matter will be resolved. CellC has not taken ownership on this request at all, no one I have spoken to are interested in resolving the matter. Not once in this whole process did anyone call to provide any feedback. How is it possible that a query cannot be resolved within a decent turn around time? The staff lacks the ability to take ownership and they fail to revert with progress or a resolution to the matter. Is your staff so *********** that they cannot resolve matters of this nature? Where are the Complaint Resolution Specialist or Managers? Do you even have Managers employed in CellC, as I have not been successful in speaking to one on request. I have been giving the run around and sent back and forth for over a month - Surely it cannot take this long to resolve a matter!

The Consumer Protection Act, is designed to establish and enforce a culture of fair, reasonable and honest business practices – this act has not been adhered to on my account. The CPA intends to regulate the marketing of goods and services to Consumers as well the relationships, transactions, adverti*****ts and agreements between Consumers, suppliers, producers, distributors, importers, retailers, service providers and intermediaries of those goods and services.

Section 55 and 56, 56. (1) In any transaction or agreement pertaining to the supply of goods to a - consumer there is an imp**** provision that the producer or importer, the distributor and the retailer each warrant that the goods comply with the requirements and standards contemplated in section 55, except to the extent that those goods have been altered contrary to the instructions, or after leaving the control, of the producer or importer, a distributor or the retailer, as the case may be. 55. (1) Consumer’s rights to safe, good quality goods - every consumer has a right to receive goods that— (a) are reasonably suitable for the purposes for which they are generally intended; (b) are of good quality, in good working order and free of ANY defects; (c) will be useable and durable for a reasonable period of time, having regard to (d) the use to which they would normally be put AND TO ALL THE SURROUNDING CIRCUMSTANCES OF THEIR SUPPLY; and (d) comply with any applicable standards set under the Standards Act, 1993 (Act No. 29 of 1993), or any other public regulation.

Disclosing incorrect information and loaded a different package, in this instance without my consent then the cooling off period linked to Direct Marketing within the Consumer Protection act will apply. As confirmed on one of my discussions, the handset has not been used and is still in the original packaging so if the only method in resolving this matter is to cancel the deal, then we need to proceed with a cancellation. Please listen to all my calls made from my number ********** 483. The audit trail on my account will furthermore give you a summary of the matter and the attempts I made to resolve the incident.

Your service is pathetic; you just lost a loyal customer. My experience with dealing with your company and staff has been made known to other people.

I want the matter to be resolved and monies due to me be refunded.

Reminder, CellC needs its customers to survive in the market, keep it up!

Please attend to the matter and revert with feedback as a matter of urgency.