[Resolved] Cell C — sim swap
My sim swap request was declined due to them saying that I have provided incorrect answers.In reality no one keeos times, dates and amounts of recharges made simply because you are not waiting for your phone to get lost.Besides the fact that I cannot use both my internet and cellphone banking Iam not accessible for work, my child`s school and even for my business that is mainly an online business.I contacted cell c right trying to verify this information up to no avail.I have ported to cell c from mtn and now starting to regret my decision.
The have sent me to a cell store which im not even be able to access for the whole week as I am working on site.
This rather stressful and annoying.My life is on stand still.
Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.
Cell C Customer Care's Response · Oct 10, 2017
Dear Ms. Dume
Thank you for making contact with Cell C.
A security check is a mandatory part of the SIM swap process and it is important that you as the customer pass it. The security check is done to protect you as the customer as well as Cell C. This is also done to eliminate fraud.
Was the SIM card RICA registered under your name? If so, please send us the RICA serial number of the new SIM card + your Cell C and contact number to [protected]@cellc.co.za.
Cell C Customer Care's Response · Oct 14, 2019
Good Day Sphindile
Thank you for contacting Cell C.
As per RICA legislation we can only assist you with a SIM swap if the number is in your name and was being actively used by you. You also need to pass the mandatory security check before we can action the SIM swap for you. There is a lot of fraud when it comes to SIM swaps and that is why we take the necessary steps to protect you as the customer as well as Cell C.
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