Faulty Contract, Wrong Phone Delivered, and Endless Runaround Between Cell C and Blue Label

I’ve been dealing with ongoing issues regarding my Cell C\Blue Labelcontract for over a year and a half now, and I’ve had enough of the constant confusion, false promises, and lack of accountability between Cell C and Blue Label. When my phone was first delivered about 2 years ago, it was not the phone I was supposed to receive. A completely different and much cheaper phone was sent to me. When I reported it, I was told that if I opened the box, I would have to keep it — even though it wasn’t what I had agreed to. Since then, I’ve been stuck paying for this contract for a phone that was never what I ordered, and now that same phone is completely broken and can’t even be used. I mentioned to them that the phone is broken, and they said it's not their problem. Despite this, I’ve continued paying monthly, only to be told that my account is “behind.” However, this is not my fault. At one point, I received a call from Blue Label saying that my premium was being lowered to make payments more convenient — but what they actually did was extend my contract for another year without my clear understanding or approval. Basically, they have lengthened my contract, but didn't adjust it properly because now I'm a year behind because of them extending the contract for a year. That doesn't even make sense the way they're working. Now, I keep receiving messages and calls saying that my phone is due for an upgrade, yet every time I contact Cell C or Blue Label, no one knows anything, and I’m sent back and forth endlessly. Something about this situation doesn’t add up — especially with how Blue Label handles the upgrade process. It feels as though there’s dishonesty or mismanagement happening behind the scenes, possibly even with upgrades being processed but customers never receiving their new phones

This situation has gone on far too long, and it’s become completely unacceptable. I need this resolved immediately. If this is not properly addressed soon, I will have no choice but to escalate the matter to the Ombudsman.