In March 2008 I ended my 2 year mobile contract with Cell C, which was expiring in June 2008. I had the cancellation confirmed numerous times by Cell C. In July I realised that I was still being billed R280.00 p/m contract fee by Cell C, which via debit order, which they had clearly NOT cancelled. I complained about this to JAMES DIGHIPE on in Cell C's "customer service" department on 21 August, at 11H52, ref. no. 2444891, as they had billed me for August as well. Cell C had now taken R560.00 of my money, for an account I had cancelled FIVE MONTHS earlier. James promissed a refund for the full amount. NO REFUND. On 2 Sept, at 13H50, after 30m minutes of holding, calling back and asking for Management, I tracked down Molta in their "Director's Offices" via the Sandton Head Office. Molta promissed I would have a refund for the full amount in "7 working days". Ref no. 2473926. He promissed to call be back to follow up. NO REFUND, NO FOLLOW UP. On 17 Sept, I spoke to Nthabiseng Wessie, also of the "Director's Offices", who promissed a full refund in "3-7 working days". Surpise! NO REFUND.
I received the following response after posting this exact complaint on www.hellopeter.com:
Hello reniers Thank you for bringing this matter to our attention. Kindly be advised that a strict instruction has been sent to our billing division to process the necessary refunds onto your bank account with immediate effect. Please note that once confirmation has been received, we will advise accordingly. We would like to assure you that this is not the norm at Cell C, nor is it the level of service that we aspire to provide. We extend our sincere apologies for the sub-standard service that you may have initially received. For further assistance, please feel free to contact us on: email@example.com Regards, Nothando firstname.lastname@example.org
I called on today, 30 Sept, after another week of waiting, and ofcourse, STILL NO REFUND. Not only that, they cant even pretend to assist me as their "Customer Service" and Accounts departs' systems are "down". Take a bow Cell C. Poor, very poor.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Dear Ms Cupido
Thank you for getting in touch.
We sincerely apologize for the unpleasant experience.
Our Support team will be calling you to assist.