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[Resolved] Cell C / unethical behaviour

1 Nelspruitt, South Africa

Dear Cell C Customer care
In April 2017, I upgraded with a brand new IP Tablet from you. Upon the receipt of the device I couldn’t check its functionality because my contract was expiring end of August and had no reason to suspect any misunderstanding between myself and the agent, I discovered that there is problem on 14th July 2017 when I was trying to simswap my simcard at the store, I lodged a complaint to your Cell C headquarters and I didn’t enjoy any positive response, my approach was and still is to review the contract with an intention of accommodating my purpose, being to receive and dial while utilising data.
I am very disappointed and shocked from what happened and I find the situation very irritating. The deal is meant to serve the needs of a client, the sole reason of acquiring the device was to enable me to interact with clients through both phone calls as well as emails, of which device at my disposal can’t .
While I do understand that conversational error could have occurred while deal was being concluded, still I can’t comprehend the fact that the device is not assisting to address my needs and the service provider is more concerned on technicalities rather than the real issue at hand being my needs. This is not the type of service I would have expected from Cell C and its reputation.
I demand replacement of the device, fixing of the problem at hand as well as compensation for the waste of my time and money.
Enclosed with this letter are copies of the registration card and other related documents for your reference. My expectations are high; please don’t disappoint me again.
Awaiting your reply and actions.
Amos Nkosi

  • 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, Jul 17, 2017

    Dear Mr Nkosi

    We'd like to apologize to you for the inconvenience caused.

    We have escalated the matter, and our team will be calling you to assist.


  • Cell C Customer Care's Response, Jul 19, 2017

    Dear Mr Nkosi

    Thank you allowing us to assist.

    We are of the understand that the device has been collected, and we will continue to make contact with you to fully resolve your query.


  • Cell C Customer Care's Response, Jul 20, 2017

    Dear Mr Nkosi

    We can confirm that we have received the device and your upgrade has been reversed.

    You are more than welcome to visit your nearest Cell C store for an upgrade.


Jul 17, 2017

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