Cell C flouting CPA rules - please help

[jb007za]

Hi all

I'm having insurmountable problems in getting to the decision-makers at Cell C.

In a nutshell, I've been fighting with them for two months regarding a refund for dropped calls. Not a lot of money... but a matter of principle. I've logged several cases on HelloPeter, had lengthy discussions with the "CEO consultant" team (absolutely useless) and this is after countless calls (and follow-up calls) to their helpdesk. The stuff of nightmares!

I strongly believe the Consumer Protection Act does not give them the right to take money for a service that they have failed to provide. I've even sent them excerpts as evidence - cue laughter in the background. Their response: to hell with the CPA, company policy says we won't give you a refund. Well, Vodacom has a 119 service for exactly this purpos

Cell C rep, forumites, anybody: I'm looking for a direct number at head office to get through to Mr Knott-Craig's P.A. I keep getting stone-walled when I call the generic H/O number. Please believe me when I say I've tried every other route. This is my last port of call... but I really refuse to give up and just forfeit the money!

 

[pboy]

i feel your pain man.
been almost a month here fighting the same battle, and still getting nowhere!
let me know if you come right.

 

[werfie]

Hmmm... I don't know how correct this is, but AFAIK they offer a best effort service, it stipulates that in the contract somewhere as well I think. I know their call quality rates gets measured by some body (ICASA maybe) and they are accountable there, but as far as you're concerned, you don't have a QoS agreement with them, so I can't see that you will succeed with this.

You are, like the rest us, destined to be big corporations' biaaatches.

 

[VC-1]

Hi all

I'm having insurmountable problems in getting to the decision-makers at Cell C.

In a nutshell, I've been fighting with them for two months regarding a refund for dropped calls. Not a lot of money... but a matter of principle. I've logged several cases on HelloPeter, had lengthy discussions with the "CEO consultant" team (absolutely useless) and this is after countless calls (and follow-up calls) to their helpdesk. The stuff of nightmares!

I strongly believe the Consumer Protection Act does not give them the right to take money for a service that they have failed to provide. I've even sent them excerpts as evidence - cue laughter in the background. Their response: to hell with the CPA, company policy says we won't give you a refund. Well, Vodacom has a 119 service for exactly this purpos

Cell C rep, forumites, anybody: I'm looking for a direct number at head office to get through to Mr Knott-Craig's P.A. I keep getting stone-walled when I call the generic H/O number. Please believe me when I say I've tried every other route. This is my last port of call... but I really refuse to give up and just forfeit the money!

Take your to ICASA, use google/bing their website for complaint procedures.

 

[jb007za]

Thanks for the responses guys.

pboy, will certainly let you know if I have any joy.

werfie, just to clarify, this is for a refund for dropped calls (e.g. calls charged in full, but only partially provided). I agree it's a best effort service (i.e. I can't sue if the network is down) but the CPA clearly states you can't charge for non-provision. Applies to all companies and industries in SA. I think that's fair.

 

[jb007za]

Thanks! Isn't that quite a tedious process... looking for a quick win after all this shlep

 

[now05ster]

Thanks! Isn't that quite a tedious process... looking for a quick win after all this shlep

It is a bit of a tedious process and the wait is long, but sometimes that's the only way one can get the issue resolved.

I'm in a situation of having been blacklisted after giving them ample notice in writing to cancel a contract I had with them, taking it up with Transunion now.

 

[Other Pineapple Smurf]

I'm moving all my contracts away from CellC due to poor customer service - you get what you pay for and I'm glad to continue paying my premium Vodacom prices.