Cell C
2 months and counting to resolve a billing issue

I first logged an account query on 25/09 and I was promised a call back which did not happen. On 15/10, I called again and I was told that it would be escalated to a supervisor. No call back. On 21/10, I called again and was told that it was never escalated and that it would now be escalated. I finally received a call back from the supervisor who listened to the phone call between me and the operator (subject matter of the complaint) and told me that she would phone me back when she has spoken to her manager. No call back. I phoned again today (6/11) to follow up and was told that there is nothing on the system that shows that this was escalated. I asked to speak to the manager but was told that he is too busy to speak to me and I was promised I would get a phone call back from some other department. I was further told that because I cannot remember the name of the lady supervisor who phoned me there is nothing that can be done as nothing appears on the system. As an attorney, I log every call to and from a client in the file so that anyone who works on the file after me knows what is going on. You should adopt the same policy so as to not have to rely on the customer's memory.

Company: Cell C
Country: South Africa
City: Head Office

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