bad service

this is the contents of an email i send the CEO of CellC on Friday 29 December 2023 and i still did not have a reply.

Good day

I am Ghalib Africa (ID *** 084), I have been a valued client of CellC for many years and have taken out 6 contracts, and I have always received excellent customer service up till now.

I have a data contract ***) which was due for upgrade. A consultant from your call centre phoned me at the end of August 2023 to ask if I would like to upgrade the contract, to which I agree. I enquired from the consultant whether I could also have a handset with the contract, to which he agreed. The handset was delivered to me on 30 August 2023.

The contract was only activated on 14 December 2023, and to my dismay I was put on a different package, resulting in me losing me 50gig of data I got monthly. I was put on a package that only gave me 512mb of data. This is not what I agree to. On enquiring on 14 December 2023, I was told a case will be logged, and that I will receive a callback within 2 days. Unfortunately I was unable to take the call and hence the case was closed, much for customer service. Is it not the duty of the provider to close the case once they got hold of the client, because it is not always possible to take calls in your workplace.

On 18 December 2023, I again enquired and another case was logged, and I was told backoffice will get back to me in 2 days, I am still waiting. On 27 December 2023 I enquired again and was sent to from this to that side. I was eventually told that because I still have the handset nothing can be done, and I was put through to the department that deals with the collection of the handset. The message I got was that the service is not available at that time, really now.

All I want is for the contract to be cancelled and my original data contract be reinstated. I will gladly return the handset as it is still in its original packaging from the courier, it was never open. Your bad service has resulted in me having unnecessary expenses as I now have to buy data on a daily basis.

I would appreciate if this matter can be resolved as quickly as possible, as I said early, have never received such bad service from CellC.

Please feel free to contact me on *** if you have any questions.

Thanking you in anticipation

GHALIB AFRICA