[Resolved] Cell C / refund delay
On 06 January 2017 we made a payment to cell c in error, a call was made to cell advising of the error and a refund request was logged under reference# [protected] and we were advised it will take 7 working days for us to receive the money, the next day we realized cell c did not have our bank details as we were paying account cash we then made contact with cell advising of this, we were told an agent will contact my husband to update bank details on Monday 09-01-2017, no call was received on Monday and Tuesday, we again called cell c and was advised if the same thing, my husband called on Wednesday and was told same thing, seeing that time was passing, he then called and requested to speak to a manager who also said she will arrange for someone to call and update those bank details, this dragged until Friday 13-01-2017 when we eventually received that call and details were updated. We were advised the refund has been processed and we should have funds on account within 7 working days. 7 days went passed and still no funds in account. Yesterday both my husband and myself twitted to the Cell C support about this and someone called my husband yesterday to apologize and confirmed that payment has been made and will reflect within the next 7 working days, I also got a call this morning advising of the same thing. I explained to the consultant I spoke to that we can not accept that as this is the same thing we were told on 06-01-2017 and again on 13-01-2017 and still we have not received the refund. I was very clear to the consultant that we are not accepting their response as it is no different to what we have been told already and right now we can not afford to wait any longer, this was not money lying around, it was supposed to have been used on other things and till this day those things are still pending, I can not understand the level of incompetence received from cell c and I think they don't realize how much effect this has on us financially, to them we are just one of the many customers and that doesn't mean anything to them. I was promised a call back today by 10:00 to advise of the way forward and till now I am still waiting for that call.
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, Jan 26, 2017
We received your Facebook query regarding the same matter. As discussed yesterday your funds should be in your account within three working days as the refund as been processed and prioritized.
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