Complaint about Cellucity V&A Waterfront – Misrepresentation and falsehoods

My Data contract which provided me with 20GB data daytime and “night owl” was due for an upgrade since September 2018. In mid-December 2018 I went to the Cellucity store at the V&A Waterfront. I enquired about my contract upgrade options and I was informed that they had been running a 30Gig promo. I then requested to upgrade to the 30GB promo and informed the sale personnel (Dillon Hendricks and Alex) that on my existing contract I was using 2 SIM cards, one was an additional data SIM for which I paid R25pm. I explained that one SIM card was inserted in my 3G router at home and the other was inserted in my IPAD which roamed around with me. I requested their assurance that both SIMs will still be functional after the upgrade. Dillon Hendricks conferred with Alex and reported that the SIMs will both still be functional.

I was told that they needed to enquire as to whether I should wait for my contract to end or I could upgrade my existing contract to the 30Gig contract as it was an offer that was for “new contracts”. I was informed that I will be called within the next days after they had confirmed if I could upgrade my contract to that 30Gig Promo. I went into the store about a week later and the upgrade was processed. I was provided with a B315 Huawei Router and I again requested confirmation that my second SIM will not be affected and I was once again given the reassurance thereof.

I was informed that the new contract was only to become active from the 1st January 2019. So I continued to use the data on the old contract. On 1 January I verified that the new contract had become active as my data bundle was increased to 30GB. I then noticed that the SIM in my 3G router was no longer functional but the one in my tablet was working fine. Since it was holidays I gave it a few days hoping that it would be activated.

I then called Cellucity at waterfront and could not get hold of Dillon Hendricks. After numerous failed attempts at reaching Dillon, I was assisted telephonically by Morne who categorically stated that the SIM just needed to be activated and I could come into the store at any time and any of the consultants will assist me. A few days later I went into the store and provided the SIM number to him as well as my ID copy and contact details. He said he will revert within a couple of days and never did so. I then called the store a few days later and could not find either Morne or Dillon. I was then assisted by Arno, who said he will check with Dillon and revert. Dillon has apparently been off sick. I was then frustrated and called again after a week and found Dillon. I was informed by Dillon that the second SIM, being an additional Data SIM was not working because the new contract of 30GB is a TOP UP package and the previous contract was an OPEN contract. I then said to him that I was misled and I never asked for a TOPUP option as I was able to manage the use of my Data for past 24 months on the previous contract and I reminded him that I enquired about the 2nd SIM on two separate occasions and he had given me the reassurance that it would not be affected. He then said that he will speak to his supervisor, Alex, and revert to me. I waited about a week till the new month of February and still the second SIM was not operational. Since the start of February 2019, I have been trying at random intervals to get hold of Alex, who happens to be the store manager. Alex seems to be safeguarded by a cadre of consultants whom I have explained my story to over and over and given my details to numerous times waiting in anticipation for Alex to return my call. The consultant’s sometimes first request to know who is calling before reporting that Alex is not in store. As a store manager I would expect Alex to return calls and be more “customer facing”.

It is now the 1st of March and the second SIM is still not operational, this definitely impacts the way I use the service which I am paying for. When I am not in the vicinity of the router (i.e. at home) then I do not have access to the data to use the internet. I am appalled by the fact that Cellucity had misrepresented and provided false information and now avoid confronting the situation and finding an amicable solution for me as their customer. The level of professionalism and customer service is highly questionable. I would appreciate the store Manager or someone of higher rank to please get back to me so that we can resolve this issue as I am not getting the full beneficial use of the service for which I am paying.

I sincerely hope that Cellucity V&A Waterfront will use this opportunity to redeem themselves admitting that they had misrepresented the information presented and provided incorrect advice, and correct this situation. Even if it means that my contract must be moved from a TOPUP to an OPEN line to allow for a 2nd Data Sim as I had been using on the previous contract. I cannot be struggling with a simple service for more than 2 months already.

Nish Devanunthan