VERY unhappy new cellc customer

Hi,

I was wondering if anyone else had had the experience of having their cellc contract suspended without prior warning, with only a phone call on the day of suspension explaining that your usage exceeds some figure that they have arrived to based on your salary and some mystical formula?

I am on the activechat 220 package and took an iMate k-jam with it. My girlfriend and I run an outsourcing company in the film industry and we needed a device that could expand the capabilities of our laptops whilst also adding value on its own and the k-jam is that and then some.

Heres the thing though: the package costs R428 per month and includes 220 anytime minutes - fantastic as this has now replaced our landline, add to that the k-jams edge capabilities and we no longer need our home DSL.
HOWEVER cellc has decided that should our account go over R500 during a given (and not explained to us) timespan they cut us off, essentially removing all of the functionality that we require of the device as it basically means that should our data/sms costs exceed R72 during this mystical timespan we will no longer have any connectivity (*regardless of available free minutes* and this is beyond annoying as I am now cut off with over 400 free minutes avaialble!). Surely this is a mistake? Unless someone else has had a similar experience?

Another frustration is that because the contract is in my girlfriends name and I happned to be on the road with the phone when they called - they refused to tell me what was going on and instead called her on our other phone, she was then unable to call me to tell me what had transpired as even my incoming calls are blocked which resulted in rather an embarrassing moment for me in front of a customer.

This happned to me yesterday and to be perfectly honest I'm fuming. Having passed the 'return your device if you arent happy' grace period I am now stuck with a provider that makes decisions seemingly on a whim about when and why I may use my phone.

We have obviously complained to cellc only to be told that they will send an email to the lady responsible for suspending the account (gee thanks, its not like anyone can send an email right?) ..ths was lunchtime yasterday and still no response - unacceptable.

Maybe someone from cellc will see this and respond with some sensible explanation...

ahh, much better. When ever I have any problems with Vodacom I can always be rest assured that I will feel much better after reading the Cell C
forum ...

very helpful, thank you.

Sorry I can't help u SlinkyMike.

But u helped me make up my mind. I'm sticking with Vodacom and won't be going to CellC!!!

G'luck

Post on HelloPeter.com --> They solved my problems last year within 24 hours after I posted.

Hopefully the Virgins will fix everything...

Mistake

Ok that is not suppose to happen. i can't help you but the only time your account should be suspended is if you exceed three times your amount that you pay for your contract. But how ever it is strange that you can't receive calls. That only happens once your account has been block due to non payment after three months. and other wise you can PM all your details and cell number plus your complaint, then i will get the right people to have a look at it.

Cell C 3G

You can't point fingers as all networks have and make faults, So i don't see why people should hate a network because of one complaint. And all three have there strong & weak points.

Cell C 3G said:

Ok that is not suppose to happen. first of all i don't have the authority to access your account as i am in technical, so i can't help you but the only time your account should be suspended is if you exceed three times your amount that you pay for your contract. But how ever it is strange that you can't receive calls. That only happens once your account has been block due to non payment after three months. and other wise you can PM all your details and cell number plus your complaint, then i will get the right people to have a look at it.

Cell C 3G

You can't point fingers as all networks have and make faults, So i don't see why people should hate a network because of one complaint. And all three have there strong & weak points.

Click to expand...

Hey Cell C 3G,

Couple of words to say here that may help. First, welcome to the forums.

Second, are you officially authorised by Cell C to be their rep on MyADSL? Apologies if you have already stated your status, I may have missed it.

Third, might be a very good idea to read through the 'dot computers (wth)' and it's succesors ('dot computers [wtf part 2]' and 'dot computers summary') threads. Will provide you with a good idea of many forumite's opinions and beliefs about what what kind of service they want.

Forth, you have a real opportunity to do good for Cell C and improve their image. Vodacom has really really improved their image in my mind due entirely to how Vodacom3G has responded to forumites here. There is NEVER a Vodacom-related customer problem V3G cannot help with. It is NEVER entirely "out of their hands". And g0d knows I've never been easy on my comments on Vodacom, until at least V3G gave me hope.

Fifth, defending your company is obviously expected of you, but just be careful how you word things. Try not come off as defensive. "The customer is always right", even when they are wrong. Just trust that, so long as the critical facts are stated, many people here have a brain and can determine when a forumite is being unreasonable.

Sixth, don't be a stranger and only come by once in a while. Cos no matter how helpful you can be, sorting out a query or responding to a problem 2 days after a post won't make you look too good. 48 hours is a long time in internetland. Not really fair to you, but hey, that's just how it is.

Sorry this is totally off-topic. Just wanted to post these opinions - use em/don't use em.

Well

Hey, Debbie2

I value your opinion thanks, but I did figure out that I was very defensive in the beginning but hey who isn’t. And no I am not authorized by Cell C didn’t think I had to ask them, As I would just like to help and not cause any trouble. So I think there is nothing wrong with that,

Anyways
Cell C 3G

Debbie i think we have been spoilt by v3g but then isnt that what you expect from a service provider. I'm a consultant and have to be available all hrs. I feel sorry for v3g sometimes he takes a lot from the guys here but never loses his cool I think anyone representing a company whose service gets discussed here can take a page out of v3g's book it takes alot of dedication to do what he does. As to Cell C 3G I'm sure folks are happy to have a Cell C rep here but you can quickly make a bad name for yourself and company. Unfortunatly you stepped into a minefield a standard has been set and thats what the guys here expect. I have used Cell C and have not been overly impressed with the service. Vodacom has its moments too but they alot more reliable in the service department.
I'm not trash talking anybody just offering advice as Debbie did

Good Luck I hope you can change the opinion of some off the ppl who are dissatisfied with the Cell C service. That way everyone wins.

Cell C 3G said:

Hey, Debbie2

And no I am not authorized by Cell C didn’t think I had to ask them, As I would just like to help and not cause any trouble. So I think there is nothing wrong with that,

Anyways
Cell C 3G

Click to expand...

Nothing wrong with it at all, and I can assure you the MyADSL community will be very glad to have you around, especially if you are doing this out of choice (which probably needs to be stated in your signature if you want to make things a bit easier for yourself).

As for not being authorised by Cell C - that is really a pity. Maybe give it a go and then approach them and ask that your MyADSL 'representitivness' (not a real word) be worked into your job description, as this will be a huge benefit to both Cell C and MyADSL.

I have been reading this thread with interest even though I am not a Cell C customer(allthough i know a few). I think what it comes down to is just having a good open line of communication open to the company when problems do occur, and they ALLWAYS will - whatever the network. And IVR systems + 30min waits do not count.I am a new MyADSL user but in my limited experiance here I have been very impressed with V3G. I think we should all petition Vodacom to give him a raise !!! No Seriously (or was I allready being serious?!),Cell C 3G I wish you good luck - the benchmark has been set high but I am certain you will be able to reach it

I also welcome Cell C 3G. The relationship between the representatives and forumites is in my opinion a symbiotic one. We benefit from improved service and the networks can locate network/service related problems faster and therefore improve service to all subscribers overall.

It is such a pity Telkom is still refusing to engage this forum.

A reply to SlinkyMike

I do sympathise with you and can understand how frustrating this is, if it is your only means of communication. I have been with all three networks and I am currently a CellC subscriber. I am not going to defend them because of this, but please bear the following in mind - it could happen with any network:

1a. I assume your contract was on a cheque/savings account. As a new contract, you probably have not got a credit history with CellC. When their computers pick up "abnormal billing", they may cut you off - inexcusable without warning you, but it could happen on any network. SUGGESTION: Speak to CellC about credit limits on your account, or have a debit order on a credit card account - this guarantees payment and you will never be cut off.
1b. I remember being asked to pay huge deposits via VC and MTN if I wanted to roam internationally. Not with CellC and the credit history I now have.

2. The fact that they did not give you information on your girlfriend's account is also perfectly understandable. It is a security protocol where they require the account holder's ID number or they need to speak to the account holder directly. SUGGESTION: Register the CellC contract in your company's name with you and your girlfriend as directors, or send CellC a letter stating that information on the account can be accessed by either of you.

CellC probably has the slowest reponse time to queries, and their billing system lags far behind the other 2 networks. However, at least they do try to make an effort with personal help and not an automated response.

The fastest and surest way to get a definite CellC response is to log the complaint via an email through their website. DO NOT phone their helpline. The email may take 4 or 5 days to elicit a response, but it will be attended to personally by a specific consultant.

Remember - the grass is never greener on the other side.

Hi All,

Ok an update on the situation: it is now sorted.

I had the good fortune to have my call last night answered by THE MOST helpful, pro-active, intelligent and just plain old down to earth nice operator named Melissa. She sorted EVERYTHING out in about 15min. She reconnected our account, apologised for the (someone elses) mistake. She explained that I should be listed as a contact person on that account in order to have the same priveliges as the account holder then sorted it out. She had some computer hassles of her own and even called us back once she had rebooted - this struck me as incredibly considerate as when I have asked other operators to do this in the past they have simply given the default answer that they are unable to call out then left me to sit an listen to their gum chewing and conversations with other operators, obviously they had simply been fobbing me off because they couldnt be bothered to get up, go over to the phone with the outside line, call me back then transfer me to their desk.
When Melissa called back she was as perky and game as could be, she lifted the suspension on my acount, asked me to switch off my phone for 15 min then try again ..this worked and I was able to use all the services as normal after that.
She even went to the trouble of investigating the charges I had incurred and explaining that the internet charges had driven the cost of my account up so high and suggested that I either get a data bundle there and then or monitor how much I use and buy one next month.
She sympathised when I explained that I'd like to buy a gig ir miore at once but since it doesnt carry ovet It'd be a waste, she was without a doubt the best operator I have ever encountered ever.
She is the perfect blend of empathy, intelligence and courtesy, in my opinion she shuld be going round the country training other call centre operators and earning battleships of cash - I am about to call her manager and tell him/her exactly what I have written here.

I woul'dnt slam cellc per se, their service is no worse that that of any of the other providers and after last night I reckon theyre actually much better even if it is just one operator.

This is why I can't wait for number portability I need to keep my Cell C number when I switch to Vodacom.