Bad service and promises not kept

I have a data contact with Cell C and did and upgrade and I am so regretting it.

18-1-2018 I received a call from a Cell C sales agent Nhlankla Knala offering a upgrade on my data contract with a new LTE Router. He promised that it was the best that they have and that I will not regret it. He confirmed 3-7 days for delivery and also 7 working days to cancel the upgrade once received if I am not happy with the router. 19-1-2018 SMS received from RAM that they have received Router and will send it 22-1-2018 SMS received from RAM to say they will deliver. I phoned RAM on ********** 726 and arrange delivery between 16:30 and 17:00 Package was not delivered by 17:10 and I had to leave to collect my kids. When the phoned me at 17:20 they delivery guy had attitude as I was not at home. 23-1-2018 I phoned RAM on ********** 726 to complain about the service from their delivery and the Router was then delivered.

We (my husband and I ) connected the router and after stuggling for a long time we were able to connect to the internet.

25-1-2018 I phoned Cell C and wanted to arrange for the cancellation of the upgrade as the router did not want to connect to the internet and I cannot battle from the go with a 24 month contract with a router that does not want to work. My husband was then transferred to the technical dept and they sent a signal or something and then the router started to work.

By the Friday evening 26-1-2018 the router was not working again.

27-1-2018 I phoned Cell C again to cancel the upgrade and was informed that I must phone on the Monday as they cannot assist over weekends with cancellations. 29-1-2018 (14:30) I phoned Cell C Cancellation dept Spoke to Marel – Ref nr ********** ********** 13 She checked to see if our area had LTE coverage which it does thus cannot explain why router does not want to work. I was still within my 7 working days of receiving the router thus it must be cancelled. She transferred me to Tumi who was to arrange that RAM come and collect the router and he informed me that once the router has been collected it will take a further 7 days to cancel the upgrade which was not told to me when I upgraded. Ref nr CCD229789 31-1-2018 I phoned RAM on ********** 726 as I had not been contacted yet to arrange for collection I spoke to Jerome and he confirmed that they did not receive a request from Cell C to collect Router. I phoned the Cell C Cancellation dept again and spoke to Boniso and he just wanted to transfer me to a different dept and did not really want to listen to me. I then requested to speak to a manager as I am getting the run around.

I spoke to a manager Johan Govender who said he was going to escalate the matter and arrange for it to be dealt with urgently and apologised for the bad service. I provided him with all the reference numbers and a contact number where he can contact me. Either he, Boniso or the department that arranges for the Router collection would contact me.

It is now more than 48 hours later and still not response from Cell C or RAM to collect the router.

Because of the run around from Cell C, the 7 working days to return the product has now passed. The router needs to be collected and the upgrade cancelled without any charges as this is not my fault.