CellC help. Call centre is making me go mad.

DominionZA

DominionZA

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Okay, quick story...

My contract came to an end on 27 April 2015. I requested that when the contract came to an end they convert the contract to prepaid.
I got an SMS indicating that it had indeed converted to SUPACHARGE effective immediately.

First thing I did was hop onto FNB Banking to purchase some data for it. I use this number in my car on a dedicated satnav G2.
I got an error when submitting the purchase "Invalid number".

I left it thinking it needed a bit more time to migrate or whatever.

Friday I tried to purchase data again. Same error. Was on my way out so left it at that and just hooked the phone up to my mifi.

45 mins ago I tried to purchase an SMS bundle. Same error. Sigh... So I called CellC.

To start off with, I had to explain my story to 3 different people.
The third person attempted to help me but was so clueless my blood started to boil. The amount of time I had to repeat stuff to her was insane. I lost it when she kept asking me how I was attempting to load the data. How hard is it to understand "I logged into FNB online, and purchased a data/sms/whatever bundle"?
She eventually resorted to the boiler plate stock standard call centre response : Please wait up to 24 hours. I hung up...

Is there a way to get to the higher ups that can understand I simply receive an invalid number response when trying to top-up - and then proceed to investigate?
 
Is the number previously ported? Have you tried calling FNB?
 
ginggs said:
Is the number previously ported? Have you tried calling FNB?
Click to expand...

Ye. It was a VC number 2 years ago. Ported to CellC and contract just came to an end.

Nope. Not called FNB yet. Suppose I should start the bounce around the building session there too then. Sigh... Can the private banker assist with this stuff? She normally palms me off to other departments when I need to do stuff (thankfully I don't need stuff that often).

EDIT: While this number was under contract, I used my FNB online banking to purchase airtime. Never had a problem then.
This is what led me to think that before the transaction takes place, FNB interfaces with CellC, and this is where the invalid number is coming from. Only get this error since it changed to supacharge.
 
ginggs said:
I think this might be the problem. FNB might not be recognizing it as a Cell-C number.
Click to expand...

Ok cool.
I just contacted VodacomData to assist with a port back to VC. I seriously just don't want to deal with CellC anymore. Network coverage was one issue. Now their call centre! Going back to VC probably the simplest solution.
 
Mike Smit said:
Ok cool.
I just contacted VodacomData to assist with a port back to VC. I seriously just don't want to deal with CellC anymore. Network coverage was one issue. Now their call centre! Going back to VC probably the simplest solution.
Click to expand...

But MTN is better.
 
Mike Smit said:
Okay, quick story...

My contract came to an end on 27 April 2015. I requested that when the contract came to an end they convert the contract to prepaid.
I got an SMS indicating that it had indeed converted to SUPACHARGE effective immediately.

First thing I did was hop onto FNB Banking to purchase some data for it. I use this number in my car on a dedicated satnav G2.
I got an error when submitting the purchase "Invalid number".

I left it thinking it needed a bit more time to migrate or whatever.

Friday I tried to purchase data again. Same error. Was on my way out so left it at that and just hooked the phone up to my mifi.

45 mins ago I tried to purchase an SMS bundle. Same error. Sigh... So I called CellC.

To start off with, I had to explain my story to 3 different people.
The third person attempted to help me but was so clueless my blood started to boil. The amount of time I had to repeat stuff to her was insane. I lost it when she kept asking me how I was attempting to load the data. How hard is it to understand "I logged into FNB online, and purchased a data/sms/whatever bundle"?
She eventually resorted to the boiler plate stock standard call centre response : Please wait up to 24 hours. I hung up...

Is there a way to get to the higher ups that can understand I simply receive an invalid number response when trying to top-up - and then proceed to investigate?
Click to expand...

Hi Mike Smit

Sorry to hear about your experience.

It's unfortunate you ported. We would have appreciated the opportunity to resolve the issue.

Regards
Cell C | DM
 
This is a very strange problem. Some reason you are not able to recharge electronically. This usually happens if you ported and the airtime supplier still tries and recharge with your old network or if your number is still on contract.

Could be cellc that is sending a error back when the electronic recharge wants to happen. Not sure how this is going to get fixed.

Happened to me before except it was not for electronic transfer it was with MTN prepaid where my ported number was created correctly and the routing was all updated but still got a number does not exist MTN voice when people phoned me.

Had to reverse the port and try to port again and it worked.
 
Mike Smit said:
Ye. It was a VC number 2 years ago. Ported to CellC and contract just came to an end.

Nope. Not called FNB yet. Suppose I should start the bounce around the building session there too then. Sigh... Can the private banker assist with this stuff? She normally palms me off to other departments when I need to do stuff (thankfully I don't need stuff that often).

EDIT: While this number was under contract, I used my FNB online banking to purchase airtime. Never had a problem then.
This is what led me to think that before the transaction takes place, FNB interfaces with CellC, and this is where the invalid number is coming from. Only get this error since it changed to supacharge.
Click to expand...

We are checking if the migration was complete on our side. We'll let you know when the issue is resolve. ^DM
 
CellC have rectified the problem. Something to do with some or other feature not activated on my account preventing me from purchasing bundles of anything.
VodacomData still not come back to me, so just as well this is sorted.

In my original call, I could hear the chick had no clue what was going on. I nicely requested someone more senior that could assist me and she just regurgitated wait 24 hours - and subsequently p1ssed me off. Had she done so, this would have been resolved with 1 phone call.

Thanks for getting me sorted CellC.
 
Mike Smit said:
CellC have rectified the problem. Something to do with some or other feature not activated on my account preventing me from purchasing bundles of anything.
VodacomData still not come back to me, so just as well this is sorted.

In my original call, I could hear the chick had no clue what was going on. I nicely requested someone more senior that could assist me and she just regurgitated wait 24 hours - and subsequently p1ssed me off. Had she done so, this would have been resolved with 1 phone call.

Thanks for getting me sorted CellC.
Click to expand...

Hi Mike Smit

Glad to hear the issue is resolved.

PM me anytime.

Regards
Cell C | DM
 
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