Cell C
Breach of a service level agreement - SIM swap

I finally, after a lot of calls (5 different consultants), a visit to my local store (V&A Waterfront) and two unanswered e-mails (to team leader, Ms C Ndlela) to Cell C got my SIM swap done. Thank you to Pearl who finally did this, painlessly and efficiently, in the end.

Cell C asked me for an alternative number on which I could be called in order to reactivate my SIM card / phone. When I couldn't be found at home (because I work) or at my office number (because I am not deskbound 24-7), my case was closed, and I had to relog it. This went on for a week, after I had been promised the activation would take 3 hours!

How can you work with a system that relies on customers being contacted telephonically, knowing full well that their mobile phones have been blacklisted and are therefore unavailable? Please provide customers with a workable and painless alternative.

Company: Cell C
Country: South Africa
City: Customer Care Centre

  <     >