Bad Service

Dear Cell C,

I have been trying for the last two months to get a copy of my contract and a copy of the recording that was done on my two contracts that I have with Cell C.

********** **********

I did an early upgrade in June 2018 and received two Huawei P20 Lite cellphones and still paid my normal subscriptions every month up till January 2019 and in February 2019 my new subscriptions came into place. I paid R968.27 and there was a pro rata amount also charged and I have received my new statement /invoice for March 2019 with a monthly charge of R658.01 for my two contracts @ R329.00 each.

I first queried it in early February 2019 to ascertain what it is that I am getting on both my contracts and would have been happy if I was told the correct thing in the first place. I spoke to three different consultants and was given three different versions of my contract and what it is that I will be receiving for my two lines. On that basis I said , can I please get a copy of my contract and I would also like to listen to or to receive a copy of my contract and also to listen to the recording of what was offered to me and what I agreed to pay for the two contracts. To date I have just been frustrated by Cell C , as nobody seems to be able to tell me what is the correct procedure for me to get a copy of my contract and get a copy of or be able to listen to my recording. I have been speaking to the consultants who have not escalated my queries in the first place, then I had to speak to someone else and to date I have spoken to six or seven different people and no one seems to know what is the procedure for me to get what I am requesting. Well, today the 11 March 2019 I received an sms that was send to one of my contract phones , after I had given them my personal number, which they can get hold of me at anytime and according to them they did contact me and when I asked them when and what number did you try and get hold of me on, they cannot give me that information. They can just say with a definite yes, that they did try and get hold of me.

Ok, now I called them back again, 11 March 2019 and gave them the reference number for my query, ********** 116, and ask them why it was that they called , I was told the following:

They had tried to get hold of me and they could not, I asked what was the number you tried to get hold of me, they cannot give it to me. Cell C had listened to the call and it is exactly what it is that I am getting. Well not good enough, I asked, can I then listen or get a copy of the recording , quess what? I must put in a request via email in order for me to get a copy or listen to the voice recording. How brilliant is that, the recording is only for Cell C and not for the customer. IS THIS FOR REAL? So tell me again , why am I putting in a request via email to listen to my recording, but in any case I am just doing what I am told to do. Blah blah…. How is it that Cell C can tell me that I am getting what I am paying for , but I am not allowed to get a copy of my contract or to listen to my voice recording and hear what it is that the consultant offered me and to what it was that I accepted to pay for those two contracts? If it is that I am getting what I am paying for , is it not fair or within my rights to request to be able to confirm what they are saying is true?

I have two contracts and I asked Cell C, why if I am on the exact same contract on both my numbers, ********** & ********** , why is it that I got 1 GB top up data, another 2G anytime data & 2GB night data on my ********** in February , which I am paying R329.00 and only 1 GB top up data on my ********** ? Nobody can answer me that and to date I am still waiting on clarification regarding that.

Can someone at Cell C please help me in sorting out this query and call me on my contact number, ********** or mail me. The two contract numbers is with my wife and my daughter, so they will not be able to help you and that is why you have to call me on **********

********** 296-Ref # requesting copy of my contract which I am still waiting on.