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shaheen B

1 reviews | Active since Nov 2015

08 Jul 2018, 15:52

Utterly disgusting service / processes due to internal errors.

From: Bhoola, Shaheen S Sent: Sunday, July 8, 2018 2:52:39 PM To: ********** Cc: ********** ********** Subject: Fwd: Incident: 180 ********** 00 Good afternoon Mr. Dos Santos

I trust that this email finds you well.

Can I kindly request that you pick up on this matter of rather disgusting service from your team.

My initial query logged on the 21-06-2018 as per the correspondence below. However I'm being out to a disadvantage and being shoved from pillar to post and being advised of turn around times due to Cell C's error or gal in process, as no option was provided as to where my refund should be processed. The amount to be refunded is not the issue on hand it's just the "excellent" service cell c offers.

A second case was logged as in the correspondence below and was still told to wait the normal turn around time. Due to, again I mention cell c's eff up.

I request for you to personally give me a call soonest as the various devisions in your company only refer to processes. In this day and age you got to have new ways of working and bend business processes or rules, I am not requesting for the aforementioned to be broken just In order to retain and keep your customer's happy.

I trust that you will look into this matter and revert to me soonest as requested and hopefully not in another months time.

Kind regards

Shaheen Bhoola ********** 979

From: Bhoola, Shaheen S Sent: Sunday, July 8, 1:48 PM Subject: Fwd: Incident: 180 ********** 00 To: **********

From: Kerry-Lee Du Plooy-Hitge Sent: Friday, July 6, 6:57 PM Subject: RE: Incident: 180 ********** 00 To: Bhoola, Shaheen S

Good evening, I have not received feedback from the manager of the credits department. I am aware you do not want to wait 7 working days, once he responds I can advise a way forward. Kind Regards, Kerry Kerry-Lee Du Plooy-Hitge Customer Care Performance Coach ********** 544 Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch www.cellc.co.za Image

Image

This email and its contents are subject to our email legal notice which can be viewed at https://www.cellc.co.za/cellc/static-content/PDF/Acceptable_Use_Policy.pdf;jsessionid=YGp7hq1XLh1hT0hv8QknT1zM4YWM0FJ5PSddYpJ6t4nWg1yGdFTQ!- ********** 64!NONE From: Bhoola, Shaheen S ********** Sent: Friday, 06 July 2018 2:32 PM To: Kerry-Lee Du Plooy-Hitge <KD> Subject: RE: Incident: 180 ********** 00 Importance: High Hi Kerry The problem is as follows “refer to case number ********** 075 as was then advised that refund was to be processed within 7 days not enquiring where should the funds be credited to, instead some great agent credits these funds to my cell c account. A new case number has been logged refer to ********** 729, however why should I wait for the turnaround for case ********** 729” Kind regards http://www.standardbank.co.za/standimg/Campaigns/Studio/online2017/274806_Signature_PBB_2_02.jpg

Shaheen Bhoola Centralised Balance Limit Consultant

6 Simmonds Street Johannesburg Operations Shared Services

Tel +27 11 ********** **********

http://www.standardbank.co.za/standimg/Campaigns/Studio/online2017/274806_Signature_PBB_2_05.jpg

http://www.standardbank.co.za/standimg/Campaigns/Studio/online2017/274806_Signature_PBB_2_04.jpg

From: Kerry-Lee Du Plooy-Hitge ********** Sent: 06 July 2018 02:26 PM To: Bhoola, Shaheen S ********** Subject: RE: Incident: 180 ********** 00 I am only aware of the 7 working day SLA for credit refunds into cell c accounts, with regards to nominated bank accounts, I would be lying to you. I will most defiantly follow up with the supervisor before the end of the day for feedback. Kind Regards, Kerry Kerry-Lee Du Plooy-Hitge

Customer Care Performance Coach ********** 544 Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch

www.cellc.co.zaImage

This email and its contents are subject to our email legal notice which can be viewed at https://www.cellc.co.za/cellc/static-content/PDF/Acceptable_Use_Policy.pdf;jsessionid=YGp7hq1XLh1hT0hv8QknT1zM4YWM0FJ5PSddYpJ6t4nWg1yGdFTQ!- ********** 64!NONE From: Bhoola, Shaheen S ********** Sent: Friday, 06 July 2018 2:08 PM To: Kerry-Lee Du Plooy-Hitge ********** Subject: RE: Incident: 180 ********** 00 Importance: High Good day Kerry-Lee I trust that you are well. Thank you for the response and the damage control being done in terms of the 1GB data that was received out of goodwill. Can you kindly advise as when can I expect the refund? Kind regard

s

Shaheen Bhoola Centralised Balance Limit Consultant

6 Simmonds Street Johannesburg Operations Shared Services Tel +27 11 ********** ********** za

From: Kerry-Lee Du Plooy-Hitge ********** Sent: 06 July 2018 12:57 PM To: Bhoola, Shaheen S ********** Subject: RE: Incident: 180 ********** 00 Good day Shaheen, Apologies for the mess around. I have escalated the below to the supervisor of credit to get feedback and a way forward. I have loaded 1GB data as an apology until this is resolved. Trust you find this to be on order. Kind Regards, Kerry Kerry-Lee Du Plooy-Hitge Customer Care Performance Coach ********** 544

Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch

www.cellc.co.za Image

This email and its contents are subject to our email legal notice which can be viewed at https://www.cellc.co.za/cellc/static-content/PDF/Acceptable_Use_Policy.pdf;jsessionid=YGp7hq1XLh1hT0hv8QknT1zM4YWM0FJ5PSddYpJ6t4nWg1yGdFTQ!- ********** 64!NONE From: Nomvula Tshabalala Sent: Friday, 06 July 2018 11:13 AM To: Bhoola, Shaheen S ********** Cc: Kerry-Lee Du Plooy-Hitge ********** Subject: RE: Incident: 180 ********** 00 Good Day Kerry May Please assist with the below. Mr Bhoola I’ve included my manger in the email so she can assist further. Kind Regards From: Bhoola, Shaheen S ********** Sent: 06 July 2018 11:04 AM To: Customer Service; Nomvula Tshabalala Subject: RE: Incident: 180 ********** 00 Importance: High Good day Please confirm that my refund has been processed as I am now at my wits end with Cell C. @ Nomvula – please provide me with the email address for the complaints manager. Kind regar ds Shaheen Bhoola

Centralised Balance Limit Consultant 6 Simmonds Street Johannesburg Operations Shared Services

Tel +27 11 ********** **********

From: Bhoola, Shaheen S Sent: 04 July 2018 01:38 PM To: 'Cell C' ********** ********** ********** Subject: RE: Incident: 180 ********** 00 Importance: High Good day Please confirm why should I be inconvenienced with your internal processes to provide proof of payment. At the most I will advise that my standard bank cheque account 00*** 9621 was debited for an amount of R745.50 on the 20-06-2018. @ nomvula – please can you refer me to a manager for the complaints division. Kind regards

Shaheen Bhoola Centralised Balance Limit Consultant 6 Simmonds Street Johannesburg Operations Shared Services

Tel +27 11 **********

Shaheen.bhoola@Standardbank .co.za

From: Cell C ********** Sent: 04 July 2018 12:25 PM To: Bhoola, Shaheen S ********** Subject: Incident: 180 ********** 00

0
Replies (5)
Cell C
Cell C's reply09 Jul 2018, 07:30
Official

Good morning Shaheed

We will ensure that you are contacted and assisted with this matter. Do expect communication.

We apologize for the poor service.

Regards

Cell C | PN

Best regards,

sB
shaheen B's update09 Jul 2018, 07:47
Reviewer Update
Good morning Thank you for your response however this goes to show how pathetic and *********** cell c really is. I mean aside from my complaint originating from the 21-06-2018 to date, you can't even get my name right "Shaheed" who the help is that? Surely if you can't get the basics right I don't want to even think further. So much for being one of South Africa's top employers with a bunch of uns****ed hoodlum employed there. Like Trevor says "well done"
Cell C
Cell C's reply09 Jul 2018, 07:50
Official

Apologies, it was a typing error.

Regards

Cell C | PN

Best regards,

sB
shaheen B's update09 Jul 2018, 07:55
Reviewer Update
Just a suggestion rather copy and paste clients names,a smarter way of doing thing's. Just to start with leave alone cell c's processes.
sB
shaheen B's update11 Jul 2018, 09:24
Reviewer Update
From: Bhoola, Shaheen S Sent: 10 July 2018 02:23 PM To: Bruno Munyai ********** Subject: Re: Incident: 180 ********** 00 Dear Bruno Please note that my name is Shaheen and not Bhoola. The below screenshot means nothing to me. From this incident it's a clear indication of service levels from bottom to top level. Needless for me to say more. I will be publishing all correspondence on social media for customers to know who they should opt for if they require excellent customer service. Regards Shaheen From: Bruno Munyai Sent: Tuesday, July 10, 2:10 PM Subject: RE: Incident: 180 ********** 00 To: Bhoola, Shaheen S Dear Bhoola Below is a screenshot of the refund processed to you. You will see that it reflects as a refund, and not a credit. I am not defending anything, nor is it my intention to aggravate you. We discussed the service provided to you at length yesterday, of which I have apologized for. Regards Bruno Munyai Bruno Munyai Executive Client Liaison Desk Consultant ********** 471 Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch www.cellc.co.za This email and its contents are subject to our email legal notice which can be viewed at https://www.cellc.co.za/cellc/static-content/PDF/Acceptable_Use_Policy.pdf;jsessionid=YGp7hq1XLh1hT0hv8QknT1zM4YWM0FJ5PSddYpJ6t4nWg1yGdFTQ!- ********** 64!NONE From: Bhoola, Shaheen S ********** Sent: 10 July 2018 01:13 PM To: Bruno Munyai; Jose Dos Santos Subject: RE: Incident: 180 ********** 00 Importance: High Dear Bruno What a lot of hogwash really. Are you becoming defensive due to ******* service? So, pend the refund request for tomorrow as per the”processes & turnaround times you and the rest of the team only relate to”. Indirectly you are telling me as discussed yesterday when you claim the refund was processed from “finance” that has super mandate for it to be have been done in one day, surprisingly this person/ team does not know their business or processes & turnaround times, rather ironic? See again it does not relate to the amount but the substandard service from call centre to the executive’s office. @ - Mr. Dos Santos – please can you intervene and provide me with your view on this circus you are running. Utterly disgusted. Shaheen Bhoola From: Bruno Munyai ********** Sent: 10 July 2018 12:25 PM To: Bhoola, Shaheen S ********** Subject: RE: Incident: 180 ********** 00 Dear Mr Bhoola On our conversation yesterday, we advised that the amount of R115 would be reflect on your side today. You can understand why we did not provide you with an exact time, and that’s merely due to the fact that we do know what exact time the money will reflect. We have not deceived you by any means. Regards Bruno Munyai Bruno Munyai Executive Client Liaison Desk Consultant ********** 471 Cnr Maxwell Dr. & Pretoria Main Rd. Buccleuch www.cellc.co.za This email and its contents are subject to our email legal notice which can be viewed at https://www.cellc.co.za/cellc/static-content/PDF/Acceptable_Use_Policy.pdf;jsessionid=YGp7hq1XLh1hT0hv8QknT1zM4YWM0FJ5PSddYpJ6t4nWg1yGdFTQ!- ********** 64!NONE From: Bhoola, Shaheen S ********** Sent: 10 July 2018 12:18 PM To: Bruno Munyai Cc: Jose Dos Santos Subject: RE: Incident: 180 ********** 00 Importance: High Good afternoon Bruno I have just checked my account and half the day has lapsed and no funds are reflecting in my account. Well it appears what was discussed yesterday, seeing is believing and hearing and rather deceiving. Kind regards Shaheen Bhoola From: Bruno Munyai ********** Sent: 09 July 2018 01:49 PM To: Bhoola, Shaheen S ********** Subject: RE: Incident: 180 ********** 00 Dear Mr Bhoola Thank you for contacting Cell C, as well as taking my call earlier. I would confirm that a refund of R115.00 has been processed, and will be reflecting onto your bank account. Attached is a letter of apology for the inconvenience caused to you. Regards Bruno Munyai