When will you resolve my issues, Cell C?

Note: this text is the content of the complaint that I have registered with ICASA about your total lack of service regarding the issues detailed herein Issues: NO INTERNET CONNECTION ON *** (DATA CONTRACT) >>>> FOR FOUR WEEKS NOW <<<< STILL NO ANSWER AS TO WHY I CAN’T DO DATA SHARE/TRANSFER FROM MY CELL PHONE *** – RUNNING FOR 10 MONTHS NOW !!!!!!!! This is my 9th post via this medium (Hello Peter) going back to 15 February and still no resolution. I have given up dealing with your so-called Customer Service centre – whether via call in or email – they just don’t deliver if the issue is beyond the very basic and if the matter gets “escalated” by them, that’s always the last I hear of it My account remains in arrears following my rejection of your end-November debit order. Only 12 days to go and I’ll be rejecting the end-December d/o as well

Some detail follows but first your classic behaviour in the last days that only adds insult to injury: 1. Received a call from your 084 135 (I can’t call it Customer Service….that’s a total oxy***** in the circumstances.) on 16th at 0745 - signal terrible (whose network? Oh yes…Cell C!!!!!!) Call dropped. Same agent called back (0751). Again, terrible signal. Again, neither party could hear the other what with the poor signal, call dropped again or, maybe your agent cut it as a hopeless situation. Said agent did confirm that there is a “case” logged in the system but never got to telling me what it is (and therefore, I don’t know the case ref). Following this, I received one of your automated SMS messages asking me “Did we do a great job” etc etc. Of course, I rated it a 3. This produced (or appears to have) a response stating your usual: “We have received your query (what query ???) ….” and with *** (This is a new case? But, if there was a case already on record, why did it not quote that case #?) 2. Sunday morning (19th) I received another” Did we do a great job” SMS. What triggered this? Again, I rated it a 3 and again got an SMS response “We have received your query….” And with *** I think that this is the height of the level of your service: Send SMSs, give reference numbers, ask if you delivered great service or, if submitted vi HP: “stand by for a call” - but never any actual resolution And let’s not forget this: Every time that one of your agents calls, the conversation starts with: What is the problem? Can’t your agents read? Is it your operational norm that agents must not read the text of the complain/request submission? Or, perhaps, despite written submissions, you do not display the submitted in your systems so that your agents can read them before calling? Or perhaps you think that customers cannot present a lucid and logical written submission and that your agents will understand it better if it is spoken aloud? So, to the underlying issues: NO INTERNET CONNECTION ON *** (DATA CONTRACT) >>>> FOR FOUR WEEKS NOW <<<< STILL NO ANSWER AS TO WHY I CAN’T DO DATA SHARE/TRANSFER FROM MY CELL PHONE *** – RUNNING FOR 10 MONTHS NOW !!!!!!!! I have submitted to you via HelloPeter.com (HP) on 9 (now 10) occasions No data share/transfer and/or Lack of internet connection: 15/2, 2/32, 9/3, 7/6, 20/7, 30/9, 21/10, 23/11 No internet connection since 23/11: 29/11, 30/11, 1/12, 5/12, 10/112, 16/12 In addition to these, on Sunday morning 12 Dec, out of sheer frustration, I also posted in your Facebook Community page, your web site under Technical Issues and via live chat option that’s available in your Facebook/Community page Hasn’t helped at all!!! I now have 6 reference numbers received via email or SMS- ***, ***, ***, ***, ***, *** (I have no idea which issue these relate to. You don’t provide detail when you send a case reference and, submissions to HP do not get a reference) What I haven’t received is a solution? Following my 29 November HP submission, on same day I received a call from Godfrey Nhlatsane on 084 135. He advised that he had been assigned the task of launching action On 30/11 I received a call from a Brian at ***. He advised that he was dealing with the data connection issue. Her gave me a story that the problem might be with ”the roaming, that my data # might have fallen off Cell C and onto Vodacom and that he’d have to get it put back” He promised me that he would be watching for progress and that he would come back to me. Nothing from him since So, what did Godfrey Nhlatsane achieve? Assigned the connectivity issue and did nothing re the data share/transfer issue What did Brian do? Nothing it seems given that I’ve now been without ability to connect for four weeks And what really gets me in all of this is that I can’t connect to the internet via my cell phone now either – unless I buy a data bundle. Why? Because I can’t transfer data from my data # to my phone because I have already reached the transfer limit of 1 Gb in a month. So, I must buy data whilst right now I have an 8 Gb balance on my data line that I can’t use Where is the management of issues? Seems the only management action is to launch an automated “Did we do a great job…” SMS. But, I’ve never had a reaction to a 3 rating which tells me that there’/s no management at all (except for todays and 16th’s cases where 3 rating seem to have prompted a logging of a query and a new case reference but for what?) This lack of service from you is hugely frustrating. Your service has never been great but now? – it’s the pits