How long does it take for an account upgrade to reflect?

[DrJohnZoidberg]

Hi Guys,

If the Cell C rep is around, maybe you can help me.

I upgraded last week Friday from a Blackberry contract to the Active Chat 100 with 250MB pm (the Galaxy S2 deal). I was told I would receive an SMS when the data portion was activated but haven't yet received anything. This means I have to keep my mobile data off the entire time to avoid a nasty surprise at the end of the month.

I spoke to the guys at the Cell C store on Saturday where I did the upgrade and they said that it was still processing - for how much longer? The Cell C support lady I called on 140 told me I didn't even have any free data even though she can see what contract I am on (I told her it's on the Cell C website and she just said that they have nothing to do with sales, wtf?).

If I log in to my account it tells me I have "Unlimited Rand" available??

Data Used (MB): 0 MBs
Inclusive data remaining: 0 MBs

Monthly Usage Limit: Unlimited Rand
Total Recharges: 0.00 Rand
Current Usage: 2.33 Rand
Available Usage: Unlimited Rand

Any definitive answers would be appreciated.

 

[DrJohnZoidberg]

After numerous visits to the Cell C shop and calls to the call center, which helped absolutely nothing except providing me with a higher blood pressure, I have now been told that my data will only be activated in 3 months time.

I was told by the agent who processed my upgrade that the data would reflect on my account on Saturday (9th June). When it wasn't available on my account the next day I returned to the store on that Saturday (so I didn't have to take off work on the Monday) to find out how long it would take and how I would know when I could turn on the data on my phone. There a different consultant told me that the upgrade was still processing and that I would receive an sms stating that the data bundle was active either on Sunday or Monday.

In between this I had made 3 different calls to 140 to get some answers yet I got nowhere and every agent said that the account I have has no free data with it - I was even told by one consultant that she would put me through to her manager, Heidi, and then proceeded to just to cut me off. When I phoned back and asked another agent to put me through to Heidi, I was told no that is not possible. I then promptly hung up before my nasty streak kicked in.

Now I am confused. Once I did my upgrade I was immediately put on the new package (which costs R280/pm), however now I am told I can't get what I'm paying for already, for another 3 months. If this is the case then why I am not still paying the old amount for these 3 months? Most importantly why would I be told that I would have access to my free data when I am now told this is false. The rep at the store then told me I have to buy separate data - I told him I refuse to do this because I should be getting 250MB a month as I was told. He then said he would contact his head office this morning and see what he could do.

Is it wrong of me to expect that if his "head office" cannot do anything that the store should be responsible for covering the cost of the data if it turns out this guy is actually telling the truth? I refuse to pay extra for something I'm already paying for.

I really have only had good experiences with Cell C until now, so I hope they can fix this issue promptly. If they cannot rectify this, is there something in the CPA that covers this? I'm pretty sure this is blatant customer abuse.

Thanks guys.

 

[Cell_C]

After numerous visits to the Cell C shop and calls to the call center, which helped absolutely nothing except providing me with a higher blood pressure, I have now been told that my data will only be activated in 3 months time.

I was told by the agent who processed my upgrade that the data would reflect on my account on Saturday (9th June). When it wasn't available on my account the next day I returned to the store on that Saturday (so I didn't have to take off work on the Monday) to find out how long it would take and how I would know when I could turn on the data on my phone. There a different consultant told me that the upgrade was still processing and that I would receive an sms stating that the data bundle was active either on Sunday or Monday.

In between this I had made 3 different calls to 140 to get some answers yet I got nowhere and every agent said that the account I have has no free data with it - I was even told by one consultant that she would put me through to her manager, Heidi, and then proceeded to just to cut me off. When I phoned back and asked another agent to put me through to Heidi, I was told no that is not possible. I then promptly hung up before my nasty streak kicked in.

Now I am confused. Once I did my upgrade I was immediately put on the new package (which costs R280/pm), however now I am told I can't get what I'm paying for already, for another 3 months. If this is the case then why I am not still paying the old amount for these 3 months? Most importantly why would I be told that I would have access to my free data when I am now told this is false. The rep at the store then told me I have to buy separate data - I told him I refuse to do this because I should be getting 250MB a month as I was told. He then said he would contact his head office this morning and see what he could do.

Is it wrong of me to expect that if his "head office" cannot do anything that the store should be responsible for covering the cost of the data if it turns out this guy is actually telling the truth? I refuse to pay extra for something I'm already paying for.

I really have only had good experiences with Cell C until now, so I hope they can fix this issue promptly. If they cannot rectify this, is there something in the CPA that covers this? I'm pretty sure this is blatant customer abuse.

Thanks guys.

Good Day

Please can you send me you details.
And the Contract number, upgrade should take place with in max 48 hours.

REgards
~AM~

 

[DrJohnZoidberg]

Good Day

Please can you send me you details.
And the Contract number, upgrade should take place with in max 48 hours.

REgards
~AM~

Thank you Cell_C, pm sent.

 

[DrJohnZoidberg]

Still no answers from anybody on my issue.

I have:

1. Spoken to the store reps numerous times,
2. called 140 a number of times to no avail,
3. sent them an e-mail from their sites support form (only received an automated reply),
4. contacted the rep on MyBB.

Still only silence.

Short of using telepathy I don't know how else I can get them to answer me. Does somebody have some direct number for me I can use or is there somewhere I can escalate this query?

 

[DrJohnZoidberg]

Had to resort to HelloPeter. Maybe I get a response from somebody.

 

[DrJohnZoidberg]

Okay, finally received some answers that make sense! Seems the only way to get Cell C to help you is by using HelloPeter.

Alright, just received a second call from Cell C while typing this, explaining that his previous explanation was not correct. That is I am paying the new contract price already and that it should include the data. He has told me he will load my data package for me in the next 10 minutes.

You would think people do upgrades fairly often, at least often enough that the Cell C support staff would know how their own system works. This has been a very poor showing from Cell C, but I will just be glad once this is sorted out. Maybe Cell C can make up for it somehow over the next 24 months.

EDIT: Data loaded! Thanks HelloPeter and the only Cell C rep who seems to know how their system works.

 

[Yuu]

Sheesh, sorry you had to go through this.

I am waiting for the packages to come out tomorrow so i can upgrade from casual chat 100 but if i get the similar service like above, i will also make a moan except i will go via twitter and FB if i have too .

Glad you got it sorted and thank you Cell C Rep, just let the relevant departments know they made a problem for your customer.