Extremely disappointing customer service and complete lack of accountability from Cell C

Extremely disappointing customer service and complete lack of accountability from Cell C

I am extremely disappointed with the customer service I received from Cell C today. What should have been a straightforward request turned into hours of being transferred between different employees, repeatedly answering the same security questions, and still not receiving a resolution.

My first interaction was with Sherlone M. I successfully went through all the required security questions. After this, I was told that her system was giving an error code and that she could not assist me. I therefore requested to be transferred to someone who could assist me.

I was transferred to Lusanda N., who advised me that there was a 24–48 hour turnaround time because my matter needed to be escalated to the back office. I asked to speak to a supervisor, and instead of assisting me with that request, the call was disconnected.

I called again and spoke to Ofentse M. I requested a supervisor and was eventually transferred to Kgotso. I explained the situation again and was told that Ofentse would assist me accordingly. Once again, I had to go through the security questions, which I successfully passed.

I also found Kgotso's approach as a supervisor to be extremely dismissive. At that point, I had already spent a considerable amount of time trying to get assistance, and I expected a supervisor to take ownership of the situation and help find a solution.

After going through the security verification process again and providing all the information requested, Ofentse then informed me that she could not proceed because information was allegedly missing. When I asked her to specify what was missing, I was told that it was my ID number and address.

I was then told that the matter needed to be escalated to the back office and that I would have to wait for the relevant process to take place.

My question to Cell C is this: If everyone is going to tell me about "processes", why was the correct process not followed when I went into the Cell C branch at Westgate Mall and had my SIM card RICA'd?

I did what I was required to do as a customer. I went into a Cell C branch and had my SIM card RICA'd. Yet when I subsequently needed assistance, I was told that information was missing and that the matter now had to be escalated to the back office.

At this point, I don't want to hear another apology. I want accountability.

I needed to log a claim with my insurance and I needed to report my phone as ****** within 24 hours. Because I have not been provided with the required ITC number from Cell C, I am now unable to proceed with my insurance claim within the required timeframe.

What makes the situation even more serious is that I also cannot open a case at the police station without the ITC number. This means I am being prevented from completing both the insurance process and the police reporting process because I have not been able to obtain the information I require from Cell C.

This is no longer simply about "bad customer service". There could potentially be financial consequences for me because I was unable to complete the necessary processes within the required timeframe due to an issue that I have been repeatedly trying to resolve with Cell C.

I hold all the Cell C employees involved in this matter accountable, because you all represent the same company. I should not have to keep being transferred from one person to another while nobody takes ownership of the problem.

If my insurance claim is rejected or negatively affected because I was unable to report the ****** phone and obtain the required ITC number within the stipulated timeframe, I expect Cell C to take responsibility for the consequences of its failure to assist me timeously.

The only person who made me feel that someone was actually taking ownership and ensuring that I would be assisted was Pabiso. I genuinely appreciate Pabiso for making an effort to ensure that my matter would receive attention.

Cell C needs to seriously review this entire interaction, including the handling of my information at the Westgate Mall branch, the repeated verification processes, the call that was disconnected when I requested a supervisor, the handling of my escalation, and the failure to provide me with the ITC number when I needed it.

Customers should not have to fight this hard to get basic assistance.

I am not looking for an apology. I am looking for accountability, a proper investigation, and a resolution.