This morning my husband, who is quite a new customer of Cell C's, bought airtime or so he thought. He loaded the wrong package and realised this only when he tried to make a call. He immediately then called the call centre, who told him that they cannot change the selected package to airtime. I could not believe this, they are not losing any money and people make mistakes. I then called in, the operator told me that they only rectify these errors should the error be made by a call centre agent. This means, it can be done, but we will just not do it. Cell C, people make mistakes, would it maybe be an idea to assist a customer once, should this happen and then make sure he/she is educated in the different choices/packages and their names? I realise you have a lot of customers and it might be difficult to attend to all the requests, but I can't think that anyone would select the wrong package on purpose, and maybe you can set up criteria, like phone within 10 minutes after loading when you realise there was an error, or whatever, but really, you are benefiting from someones error. I have two contracts with you, I am a loyal customer, got my hubby to change to Cell C... I expect more.
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