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[Resolved] Cell C / porting my cell phone no

Durbanville Western Cape SA, South Africa
I am extremely frustrated with Cell C. I signed up with Cell C on the 26th of January 2017 when they had all their specials running and were told it has to be done before the end of January 2017 not to miss out on the special.

When I signed up on the 26th of January 2017 I was told the porting of my existing cellphone no from Vodacom to Cell C will take approximately 2 days.

Today is the 15th of February 2017 and my cellphone no still hasnt't been ported. My Vodacom network has stopped working due to Cell C trying to port my Cell no. It is now three days in total and I have no cellphone coverage at all.

I work for myself and none of my clients could get hold of me the last three days. It is effecting my business tremendiously and would like how Cell C is going to compensate me for this?? I also had to top up my cellphone regularly when I still had coverage with Vodacom as I was told it will take 2 days to port.

My Cell phone no is [protected] and you can email me at carel.nieuwoudt@aata.co.za.

I await your urgent response and how to fix this problem as a matter of urgency!!!

Resolution statement

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.
Cell C Customer Care's Response, Feb 15, 2017
Hi Carel, thank you for making us aware of the challenges you have experienced. We will be calling you to assist further. ^BM
Updated by Carel Nieuwoudt, Feb 15, 2017
Hi there. Thank you for the response. I don't know how you are going to get hold of me as my phone no is not working. I suggest you email me at carel.nieuwoudt@aata.co.za.
Updated by Carel Nieuwoudt, Feb 15, 2017
It is now 13:49 and haven't heard a thing from Cell C. This is terrible service. Please get back to me and sort out my Cell C activation!!
Cell C Customer Care's Response, Feb 15, 2017
We will be emailing you shortly to assist. ^BM
Cell C Customer Care's Response, Feb 15, 2017
Hi Carel, an email was sent to you @ 11h04 after we could not reach you on the number(s) 0727871635. We await your response. ^BM
Updated by Carel Nieuwoudt, Feb 15, 2017
I received no response or any email and like I said, you won't be able to reach me on my phone as it is not active at the moment. Can you please resend the email and make sure to email to the correct email address. My email address is carel.nieuwoudt@aata.co.za. Thank you.
Updated by Carel Nieuwoudt, Feb 15, 2017
I also note now that you have my cell no incorrect. It is 072 878 1635. I rest my case...
Cell C Customer Care's Response, Feb 16, 2017
We apologies for that. We merely just made a typing error, however, we have tried calling you on the correct number. More attempts were made this morning. You stated that the number was inactive, so we understand why we have not been able to reach you. You stated we contact you via email, which we have done, and we are yet to receive a response from you.

Kindly reply, as we would like to assist in resolving your query.

Updated by Carel Nieuwoudt, Feb 16, 2017
It is day 4 now and phone still not working. I received no email from your department and suffering loss of income due to my phone not being active. I would like to know firstly when my phone is going to be sorted, when are you actually going to email me and how is Cell C going to compensate me for the loss of income for the last 4 days. This is terrible service to say the least. Waiting on your response.
Cell C Customer Care's Response, Feb 16, 2017
We have resent it. ^BM
Updated by Carel Nieuwoudt, Feb 17, 2017
It is now day 5 and my phone still not working!!!
Cell C Customer Care's Response, Feb 17, 2017
Hi Carel

The port has been resubmitted. We are still awaiting feedback from our Porting Department.

We apologize for the inconvenience experienced.

Updated by Carel Nieuwoudt, Mar 02, 2017
It is now how many days later and still payment received from Cell C or compensation offer for my loss of income. Your urgent response would be much appreciated!
Cell C Customer Care's Response, Mar 02, 2017
Hi Carel Nieuwoudt, we do apologise. We are following up, and we should have feedback before the end of business. ^BM
Updated by Carel Nieuwoudt, Mar 07, 2017
It is now how many days later and still no offer on compensation for the loss of income!!!
Updated by Carel Nieuwoudt, Mar 13, 2017
It is still how many days later and no response or any phone call to discuss my compensation. I do however receive text messages asking how you arte Cell C and are you satisfied in how your query has been resolved!! Well, it has not been resolved!! What must one do get this sorted?
Cell C Customer Care's Response, Mar 13, 2017
Hi Carel Nieuwoudt, we are following up on your query. The matter is currently with our Exclusive desk, please expect a call from them to provide feedback on the matter. We do not believe the issue should have taken this longer, and for that we do apologise for the inconvenience caused. ^BM
Updated by Carel Nieuwoudt, Mar 15, 2017
I am extremely disappointed in Cell C. I received a call on the 13th of March 2017 from Plhogi Matsili who claims to be from the business sales department and acting as the supervisor. She requested an explanation of which I gave her. Plhongi phoned me later again that day discussing my complaint and said that she will get back to me the next day as she would need to investigate further and look into the facts. I received no call from Plhongi the next day and decided to phone her myself. After 4 attempts I managed to get hold of her round about 4pm the 14th of March 2017. I requested feedback from her investigation and she claims that the reason why phone was off for almost a week was because my port was never requested and the problem was either with my sim card or my previous network provider, ie Vodacom. I explained to Plhogi that I phoned Cell C's techinical department on the 10th of March 2017 round about 11h30 and spoke to Nomo, and Nomo confirmed that my portal request is in the system and was done round about 11h15 that morning. Plhogi could not agree to this and kept referring to a phone call made the 17th of March 2017 which I didn't make and that was the day my phone eventually was active. Why would I phone Cell C if my phone is working??? I also explained to Plhogi that Nomo also confirmed that my Rica still needed to be conducted and that had to be done by Janine van Wyk who I originally worked with on the 23rd of January 2017. (Please note that these phone calls were recorded). I then requested from Plhongi what does Cell C offer as compensation. She confirmed only one months free subscription. This after which I had to wait almost a month to have my phone no ported from Vodacom and being out of network for a whole week due to Cell C. This caused me to loose income for a whole week and one months free subscription is not going to cut the deal. Cell C needs to come with a better offer and I want to speak to someone higher other than the business sales department!!! Should I receive no positiive feedback from Cell C, then it will leave me with no alternative option to take this further.
Cell C Customer Care's Response, Mar 16, 2017
Hi Carel

We have further escalated your concern to management, and they will reply directly to you via email. Full details will be provided to you on when the port was initiated and completed. Should you want to raise further concerns, kindly reply to the email that will be sent to you.

Updated by Carel Nieuwoudt, Apr 28, 2017
I sent numerous emails to Lucky Mpofu
Executive Client Liaison Desk Manager on my ongoing query and receiving no response. I been even offered one month free subscription thus far and Cell C did not deliver. This is poor service!!!
Feb 15, 2017

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