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Cell C review: Sim swap issue

K
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12:08 pm EST
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Tried to do a sim swap in your shop and online and I apparently am failing frequently called numbers. I have provided my RICA details to prove my identity but because i can remember my recharging habits or so called frequently called numbers I am failing the security questions.

What troubles me is that the service thus fas has been u have failed security question so thats it we cant sim swap.

My identity as per RICA i can prove and also show call logs from some people i have called, this i have provided to your East Rand mall branch but they say the number is not frequently called. The branch says it cannot even escalate my issue nor provide me with names of the agents that were trying to do the sim swap.

The call centre guys also could not log a complaint to escalate the case, got a name, Simele Mbhele and manager Senzo who was to call me but nothing has happened.( (honestly after the service experienced, i don't think they are real names) It boggles the mind how an organisation like CELLC cannot have its agents log issues so that customers can follow up based on case references.

When i signed up for my sim no-one said i had to keep a record of when i recharge and keep frequently called numbers as a record for when i damage my sim or lose it.

May you advise as to how i can proceed to get my sim swapped, since i have my RICA'ed details and have the documents to prove both ID and addresses

Desired outcome: Get new Sim

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Jan 22, 2024 7:13 am EST
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The Waterfall Campus, Cnr Maxwell Drive, Pretoria Main Road, Buccleuch, ZA

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Dear Kevin Maroveke

Thank you for contacting Cell C.

Please note that these security check questions have been put in place to avoid possible fraud and to protect you as our customer. Your last dialed numbers could be those of your partner, friends, siblings, parents, and colleagues.

Please send us an email to sm@cellc.co.za with the RICA serial number of your new SIM card, the cellphone number you need the SIM swap for as well as a number we can contact you on.

Regards,

Cell C | TM
Update by Kevin Maroveke
Jan 22, 2024 9:58 am EST

Hi,

I am glad to say that my query has been resolved amicably and i appreciate the attention from the gentleman that called me and assisted, compliments to him i just regret not getting his name.

Thank you kind Sir.

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