Cell C Contract Upgrade Delays, No Stock & Contradicting Information from Agents

On 23rd December 2025, we upgraded our Cell C contract for an iPhone 16. We were advised that the turnaround time would be 7–14 days.

Since then, we have followed up continuously. Over the past month, we have spoken to more than 10 different agents, often on the same day, and received contradicting information each time. Some agents confirmed that the device was booked and awaiting warehouse release, others advised that stock was available in different colours, while some indicated that the upgrade had been cancelled and needed to be resubmitted. We were instructed to do an upgrade reversal and resubmit, which we did. The resubmitted upgrade was later cancelled without our consent, forcing us to resubmit again. Throughout this process, reference numbers kept changing, no one took ownership and no clear feedback was provided.

On 21 January 2026, after yet another follow-up, we were advised that there is no stock available and therefore the order cannot be fulfilled. This comes after weeks of follow-ups, promises and confirmations that the device was reserved or awaiting release. This situation reflects a serious failure in communication, internal coordination and customer service. Most importantly, Cell C wasted our time. Had we been given correct and consistent information from the beginning, we could have taken our upgrade to iStore or another channel instead of waiting for over a month with no result. We are extremely disappointed and request: ●Accountability for the misleading and inconsistent information ●A clear explanation for the repeated cancellations and delays ●Guidance on how this matter will be resolved