GLOCELL CRUISE, BAD SERVICE, TLC MARKETING,UNHAPPY CUSTOMERS

<p>I am absolutely disgusted and shocked as a Glocell customer. My overall experience has been causing myself and my mom so much stress and anxiety, it is making us physically ill. I would like to expose what our BAD EXPERIENCE consist of as we went through so much in the past few months! </p> <p> </p> <p>My mum and I both took out contracts the beginning of the year that stated we would get an MSC cruise to nowhere as a gift to the first 2500 customers. I took out a cell phone contract and my mom took out a Wi-Fi router. All of this was done over the phone. I received a sms to register for the cruise my mom however wasn’t told to register nor did she receive any other communication to do so. The Glocell agent failed to tell my mother that she had to register. She was told to phone in November to book her cruise. At this point she thought all should be fine and she will just have to book in November. My parents spent money doing their passports and organising their leave only to find out that when she phoned in November they had said she didn’t register so she doesn’t qualify for the cruise. She then told them that no one told her to register or what process she needed to follow in order to qualify. What is so upsetting is that there has been no communication from Glocell to their customers to remind them to register or to explain to them what the process was in order to qualify for the cruise. When contracts are done over email or telephonically agents should go through EVERYTHING with the customer.</p> <p> </p> <p>To top it off she received her first bill that amounted to about R2 500, when she should be paying a maximum of R300 from what the deal said. In total shock she phoned and they said that she needed to pay this because that was the usage and there is no limit. She then put on a limit of R50 and it was okay for 2 months, this month December 2016 she received a bill of over R3 000. She tried calling and couldn’t get through for days! She finally got through and all that was said is that the limit doesn’t always work, and this was in the fine print on the forms and she signed so she is liable yet this wasn’t discussed with her when she put the limit on! I understand that she is liable for the account but seriously why don’t the Glocell agents stress on this point with their customers????? It is ridiculous to be paying this amount of money and not receiving the cruise due to lack of communication between Glocell agents and their customers. My mother has paid in total for this contract an amount of almost R7 000 over these past months, this has cause so much stress and anxiety due to the fact that these amounts are HUGE and that my mom is the only person with a stable job who now has to pay this bill while my dad was retrenched! It is inhumane to be treated like this, she is being **********, and the fact that she didn’t even get the cruise makes her have no reason to want to continue to have this contract! It’s costed her so much money it’s actually almost what the cruise costs. She has called Glocell for help and asked to speak to higher management, they refused to put her through. At this point they told her that they will call her back. She has told them she wants to make arrangements to pay it off this huge data bill because she doesn’t have that amount of money laying around somewhere!</p> <p> </p> <p>I registered thinking all is okay but that isn’t the case, I called Glocell and TLC to make the booking in November, it took me a week to get through due to high call volumes. When I got through I was told that the cruise was SOLD OUT! I was told that I could take an alternative holiday where I could choose where I want to go from the list they had given me. I filled out a form and done that. Weeks went by and nothing came from that. I then phoned again and they said that there has been a mistake! The cruise is still available, but subject to availability, so what if its sold out then what happens???. TLC agents failed to tell the customers that it was only sold out for December and January. This was a HUGE confusion, and we are so frustrated!</p> <p> </p> <p>I then asked them what the hell is going on??????? And asked if I could rather take the week’s holiday in Durban and the Cabana beach resort, this was all over email with 2 agents, they said all is in order. I then asked them what dates where available because we had to put in 3 different dates just in case it was sold out and I got no reply at all. Their names are Sheila Nankervis and Sharm Chettiar, they said to me over an email conversation which I still have that all is fine and sorted. As I waited for a reply from them to tell me what dates are available I received an sms on the 30th of November to say that if I don’t register I will not qualify for the cruise, I had to fill out another form, this was now the third time trying to get all this done! Since I filled in that form I have had absolutely no feedback, I’m still at work waiting to apply for my leave but I can’t because there has been a use mess up for the past 2 months to just try to book a holiday I was promised!</p> <p> </p> <p>I am so disappointed and this has caused my mum and I more stress and anxiety for what should have been a lovely experience to go on this amazing cruise. We are beyond angry and upset. I really don’t think Glocell realises how they are affecting people’s lives after what they experience!</p> <p>My mum having worked so hard the whole year thinking they going on a cruise and now being told that she doesn’t qualify is soooooo heart breaking, she literally cried. Imagine being told this after you spent money getting everything ready and after applying for leave. The least Glocell can do is give my mum the cruise they promised, after all it was promised to the first 2500 customers that means she is in that 2500 customers. She really took out this contract for the cruise and after paying all these bills, she actually could have paid for her own cruise without all the stress and tears!</p> <p>I promised my husband and daughter that we going away and we have been patiently waiting to just book the holiday we were promised! If this isn’t sorted out fairly then we have no choice but to take legal action. I really don’t think Glocell together with TLC realises how they have affected our lives negatively. The least they can do is give my mother the cruise she has been waiting for and that was due to her! It is not fair that she has to go through all of this and come out with nothing but stress, tears and anxiety! </p>