Worst Client Service EVER!!!!!!

To whom it may concern

I apologize in advance for this incredibly long mail, but unfortunately I have a lot to say as I have been going through a lot of “drama” the past 2+ months with Cell C and hopefully you will be able to assist me.

I have been struggling a lot since the beginning of September 2017 to upgrade my 2 contract and to take out a new contract. I have placed multiple complaints on Hello Peter and phoned Cell C and spoke to consultants more than I can count. I will sum it all up below:

On 1 September it all started when we visited the Cell C branch at Mall @ Reds to upgrade our 2 contracts with the Nokia 6 on the 600 minute deal for R579 per month with power banks included (attachment 1). They advised us that they did not have any Nokia 6’s in stock, so we also went to the Centurion Mall and Menlyn Mall branches, but they also advised us that they did not have stock. At all 3 branched we provided our numbers and all 3 promised us that they will call us once they have stock. We never received a single call, but we did visit them again and called them again a couple of times but they still did not have stock. On 19 September I became quite irritated and placed a complaint on Hello Peter (No Stock for Weeks).

After the complaint I received a call from Cell C Social Media department, they then advised me that someone from upgrades will call me to assist. The next day I did receive the call from a Sipho in the Upgrades department, he then assisted me to upgrade to the packages I wanted. He asked me when I would like to upgrade the phones to the new contracts. I asked him by when I will receive the phones and he advised me within a few days (which would have been before 1 October 2017) so I advised him I would like to new contracts to start on 1 October as it would be easier. Eventually after a lot of complaining and phoning in a couple of times, I received a package on 3 October 2017. To my shock there was just 1 phone in the package and no power bank? I then called Cell C again and they advised me that they are still waiting for more stock (which was quite unacceptable as no one even advised me of this problem). They then advised me that they will log the problem that I did not receive a power bank with the phone. I then asked when the new contract will start (as they mentioned the phone was for the upgrade of my 062 number) and then suddenly they advised me it will only commence on 7 November, which again was a shock as the previous consultants advised that it would start on 1 October. Then suddenly, on the morning of the 5th of October, the new contract kicked in on the 062 number? I phoned again to make sure that I will not be paying for both contracts now on that number and they assured me that I will not.

On 18 October 2017 again I wrote a second complaint on Hello Peter (as it seems this was the only time someone wanted to assist me) called No Stock for Weeks 2. I then advised that it was almost 2 months already that I have been struggling to only receive 1 phone. Still I did not hear anything from anyone. A Mo****ng then phoned me to hear what my complaint was and I advised that I am still waiting for my 2nd phone and 2 power banks. I was then promised again that I will receive it shortly. On the 20th of October another package arrived with the 2nd phone, but still no power banks! Again I complained and phoned in yet again, and again I was told they will log the problem but nothing further. I also want to mention that each time I called in they were not sure where to transfer me to so each call I had to tell my entire story to multiple consultants and each time the conclusion was that they will sort it out for me and phone me back, but they never did. That same day my new contract started and again I asked that it must only start on the 1st of November so there can be no confusion. But again I just woke up and my 072 number had the new data etc. Again I called in to ask them to make sure that I will not be paying for both contracts and again they advised me that I will not.

On 1 November again I placed a complaint on Hello Peter called No stock for Weeks 3 to advise that luckily I received the 2 phones, but still no power banks and still no contact received on when I will receive it or what the problem was. I also complained that the previous week (last week of October) I app**** online for the Pocket Router special with 40GB data (attachment 2). A consultant then phoned me to see if I qualify and he asked me multiple questions. He then advised me that I have been approved and that I will receive the router within a couple of days. Still I have not heard a single word about it again. I then received a comment on my complaint on the site, but no one ever phoned me back. Again I phoned in a couple of times since then but they advised me that they are not sure what is going on and they will phone me back to advise me on when I will be receiving the power banks and router.

Not sure what day it was last week, but my husband went to your head offices as he met with the Operations Manager and whilst he was waiting for him to arrive he went into the offices to talk to a consultant about it. The lady there advised him that it seemed we were loaded onto the wrong packages which was strange as I already spoke to 100 consultants about this. She also advised him that on the system it showed that all of a sudden I have been declined for the router but each time I phoned they advised me that I must just wait for delivery? Eric advised me that the consultant was very rude as well and she was very confused. He struggled a lot to tell her what was going on. She then advised we had to take in both phones on Saturday so they could take them back into stock and give us new phones and contract? Not sure at all what solution that would have been, does not make sense at all.

On 7 November I placed another complaint on Hello Peter called Pathetic Service, but to no avail. I then went onto the Cell C app to check something, and I noticed I had a payment due on the 30th of November for a whopping R2 458.64! Immediately I called in again to see how I can fix this error and the other 2 issues. The consultant I first spoke to, Langile advised me that she is going to transfer me to someone to first assist me with the power bank and router problems and I must phone back again to speak to a consultant regarding the account. I was then transferred, but the line died. So I called back on the number she gave me on 084 145 but there was no answer so I called 140 again and again was transferred. Again I had to explain my situation to multiple consultants and eventually the consultant gave the phone to Sipho (who advised me he was the consultant who initially assisted me with the upgrades). He was unbelievably rude and advised me that he would never promise anyone and I had to give him names of the consultants that promised it to me. I then advised him that I had no idea who I spoke to as I spoke to so many people already. He was terribly rude and told me I must speak to one of them as they needed to buy me the power banks as Cell C never promised it to me. I advised him that it was promoted on the special (attachment 1) and he told me it was while stock lasts. I then asked him how he could tell me that as it was not my fault it took so long for me to receive the phones as I was trying to get it since 1 September. He told me it was not his problem and that I should stop complaining as Cell C cannot just give free stock to everyone. I was highly disgusted as this was one of the reasons why I took it as well to get the power banks. After him yelling at me and not giving me a chance to speak, I then asked him about what was going on with the router. He said that on the system there was no indication that I have been approved for a router which again was strange as I was told I was approved and that it was on its way? Sipho then said he was going to transfer my call to the delivery department and I must ask them if the power banks and router was not there waiting to be delivered. I then told him I think it would be useless as he already told me I was getting neither. He said it was all I could do and I had to sort it out myself – very rude. He then went on transferring my call but off course the line went dead. I personally think he disconnected the call as he was clearly so irritated with me.

I then called back again to speak to a consultant regarding my account. I spoke to Nosipo and she told me what the statement said, she was helpful but spoke very fast so did not understand as I usually paid no more than about R1 800. With the upgrades I took out “cheaper” deals at R579 each as I did not want to pay so much anymore, and now all of a sudden the account was R2 458.64? She explained that something seemed to be wrong as the system showed we were upgraded to the R579 packages but all the amounts on the statement were different? I asked her to send me a copy, which she did (attachment 3 and 4). She said she logged the complaint as it did not make any sense and that someone will call me by the 10th to discuss. The reference number she gave me was ********** 468. I then had a look at the statement and it was very unclear about what was going on as I was expecting an amount of no more than R1300 and it was almost R1000 more. Therafter I spoke to 2 other consultants and a Team Leader – they advised me as well that there was some sort of mistake on my account as for example the contracts are exactly the same but both show different amounts for November???

Hopefully I mentioned everything now, and hopefully you will be able to assist me in some way because after all this time I am very exhausted with having to deal with this daily. I just want it all to be sorted on and to move on. I do not wish to go to another network as I have been with Cell C for many years now, but if this problem does not get sorted out I feel I will not have any other choice.

Thank you for reading this long mail and please feel free to contact me at any time for more info.

PS. Do not let some inexperienced consultant phone me without going through this mail thoroughly as I do not wish to repeat my entire story AGAIN.