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MS
Mariana S

1 reviews | Active since Apr 2023

08 May 2025, 13:11

Urgent: Frustration with Updating Debit Order Details

Urgent: Frustration with Updating Debit Order Details

Dear Cell C Support,

I’m beyond frustrated at this point.

Updating Debit Order Details – The security process is flawed. You're asking for debit order information when there is no debit order in place, so I can’t answer your security questions. This makes it impossible to proceed.

Online and App Channels – You keep referring customers to the app or website to update bank details, but there’s no visible workflow, no form, and no consultant to help. It’s just a dead end.

Updating Contact Details – This cannot be done either. The app keeps failing due to “Internal Server Update” errors. How is this acceptable?

This is not the experience I expect from a so-called digital company. I need a real solution, urgently.

Please assist me in updating both my banking and contact details without running me in circles.

0
Replies (6)
Cell C
Cell C's reply08 May 2025, 13:25
Official
Dear Mariana,

Thank you for reaching out and sharing your concerns. 

We understand how frustrating this experience has been, and we sincerely apologise for the inconvenience. Please note that even if payments are made via cash or manual transfer, if your account is still classified under a debit order profile in our system, confirmation of the banking details is still required to proceed with certain changes.

We’ve escalated your request to our support team to assist with updating both your banking and contact details, and to address the technical issues you've encountered. They will be in touch soon to guide you through the process and ensure a resolution.

Thank you for your patience, and we appreciate your continued support.

Kind regards,
Cell C | TN
MS
Mariana S's update08 May 2025, 13:31
Reviewer Update
Dear Cell C Support, Your automated response completely misses the point. I’ve already stated that:
  • There are no bank details listed in my Web Profile — so asking me to confirm them makes no sense.
  • Your app and web platforms do not allow updates due to ongoing technical/internal server issues.
  • I’ve received no actual help, just empty apologies and a vague promise that someone “will be in touch.”
This is not support — it’s a loop of scripted responses with no resolution. I expect direct contact from a competent consultant who can:
  1. Help me update my banking details.
  2. Help me update my contact information.
  3. Acknowledge and fix the app/web technical failures that are blocking these actions.
Escalate this now. I’ve wasted enough time already. Awaiting a proper response — not another generic email.
MS
Mariana S's update08 May 2025, 13:32
Reviewer Update
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Cell C
Cell C's reply08 May 2025, 13:37
Official
Dear Mariana,

Thank you for the response. 

Please rest assured that this is not an automated response. We’ve thoroughly reviewed your profile, and it currently reflects a debit order payment method on our internal system — which is why you’re being asked to confirm banking details as part of the mandatory security check. This refers specifically to the system records, not the app or web profile.

We do acknowledge the technical issues you've experienced on our digital platforms, and we’ve escalated those concerns along with your request. Your query has already been escalated to the relevant team, and a consultant will contact you directly to assist with updating your banking and contact information and to provide a resolution.

We truly regret the frustration caused and appreciate your patience while we work to resolve this.

Kind regards,
Cell C | TN
MS
Mariana S's update12 May 2025, 11:57
Reviewer Update
Thank You Cell C, been resolved
thx
Cell C
Cell C's reply12 May 2025, 12:14
Official
Dear Mariana Smith, 

We are glad to hear that the matter has been resolved.

Enjoy the rest of your day.

Cell C | DA