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RJ
Roger J

1 reviews | Active since Feb 2018

03 Mar 2024, 13:11

Why have you not credited me with my Pinnacle 2Gb Top Up benefits this month >>>>Deadline for your action is Close of Business on Monday 4 March

>>>> FIRST RESPONDERS TO THIS SUBMISSION: PLEASE DO NOT ALLOCATE THIS TO NONHLANHLA MBUYISA FOR RESOLUTION. THE TEXT BELOW WILL INFORM YOU THAT SHE HAS ALREADY GIVEN INPUTS AND CANNOT HELP. >>>>>THE MATTER REQUIRES ACTION FROM A HIGHER LEVEL <<<<<

AND >>>>> PLEASE NOTE GIVEN DEADLIUNE FOR ACTION IN FINAL PARAGRAPH

I emailed your *** on Friday 2nd to ask why you had not credited me with my Pinnacle 2Gb Top Up benefits on 1 March. I Further pointed out that my product status (?) in your system has been changed from Upfront Pinnacle 2GB 2020 TopUp to “Upfront Hybrid Zero” I questioned why the absence of my usual monthly minutes and data credit, why the change of product status and why there was no engagement with me prior to the above changes being implemented

The matter was allocated to Nonhlanhla who is dealing with a number of issues raised re my account starting last year. She did not provide an acceptable reason why my benefits have not been credited or why the changes have been implemented. She did say that it is possible to have my Pinnacle 2Gb benefits re-instated but only if I actually go to one of your retail outlets and do it there…..meaning that it cannot be done in your head office environment

I did say that I would go into an outlet on Tuesday but I suspect that what I will get there is simply a “new” sign-up for the Pinnacle product and not a re-instatement. This provided of course, if they will actually sell me Pinnacle in light of your trying to migrate me away from Pinnacle (apparently a discontinued product although you continue to offer it in your web site) and onto Elevate – but that’s another story

BUT, GIVEN THAT YOU HAVE ACTED UNILATERALLY AND ARBITRARILY IN THIS MATTER I INSIST THAT YOU RE-INSTATE MY PINNACLE BENEFITS IMMEDIATELY! I EXPECT THIS TO BE DONE ON AND BY CLOSE OF BUSINESS ON MONDAY 4TH MARCH FAILING WHICH I WILL LODGE OMBUD COMPLAINTS

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Replies (5)
Cell C
Cell C's reply03 Mar 2024, 13:41
Official
Dear Roger Johnson,

Thank you for contacting Cell C.

The matter has been escalated to management for urgent attention.

Feedback will be provided as soon as possible.

Regards
Cell C | DA
RJ
Roger J's update04 Mar 2024, 19:49
Reviewer Update
No comms out of your "management" by the deadline that I set in my original submission. I will therefore commence preparation of complaints to various ombuds Including ICASA. But there has been a further negative development. This morning I checked my data and voice balances. At that time, your system showed that I had a balance of 59 Inclusive minutes. Tonight that balance shows zero in your web site with 60 minutes out of original credited total of 60 mow used. I have made one call today, at 1350, but same cut just after connection I thought that the number had become Premium Rated for which I must have an airtime balance but it would seem that it cut because by that time my available minutes had already reduced to zero - perhaps deleted/cancelled by yourselves and a reasonable assumption given all the other issues that remain unresolved. Please give this matter your immediate attention. As stated, I have zero minutes and my data balance is getting low. I'm sure that in the circumstances, you'll agree that I should not have to top up both minutes and data to carry me through whilst you address this matter - if you are indeed giving it any attention
Cell C
Cell C's reply04 Mar 2024, 19:56
Official
Dear Roger Johnson

We apologize for the delay in our response and any inconvenience you have experienced. Your concerns are important to us, and we are committed to addressing them promptly.

Regarding the issue with your remaining minutes being depleted unexpectedly, we understand the urgency of the situation and will investigate this matter immediately. Our team will review your account activity to determine the cause of the discrepancy and take appropriate action to rectify it.

In the meantime, we assure you that we will do everything possible to ensure that your service is restored to its correct status as soon as possible. Your satisfaction is our priority, and we appreciate your patience and understanding as we work to resolve this issue.

Regards,
Cell C | TM
RJ
Roger J's update05 Mar 2024, 11:28
Reviewer Update
Waiting for your caller at 0912 to return call me as arranged. Meantime an update: have discovered that my call log shows an outgoing call that lasted 59 minutes. This may have been a "finger trouble call". So it seems that the "disappeared" minutes may be my fault". But all other issues remain to be resolved
RJ
Roger J's update06 Mar 2024, 06:58
Reviewer Update
I'm not available this morning and will be home from about 1500. I trust though that you now have solutions including restoration of my Pinnacle 2Gb Top Up benefits and, if indeed so, why not implement meantime so that I can have comms back....please!