Cell C failed interventions and breach of committment

Have sent Cellc an email {02/03/2022} requesting termination of a contract for a deceased relative. sent them the requested documents. The Consultant by the name of Muhle gave the ffg Email {***} to send the request and supporting documents. The turnaround time was given as 48hrs from 02/03/2022 from when the email is sent. to date as at 11/03/2022 cellc still has no clue as to what is happening and inexperienced callers are put to assist me who do not have access to the deceased account to be able to verify if the email was received and how far they have progressed with it. An email was sent from cellc [02/03/2022]stating they received the matter and i would be contacted within 48hrs exact wording as follows"We have received your email and one of our consultants will contact you within 24-48 hours. Should you wish to follow up on an existing query, please email ***" the reference number is *** + *** for that email.

My question is why when we request contracts we are signed up in 15minutes, but when request terminations and cancellations it goes on for days and weeks....

Note that the deceased bank accounts are frozen, so cellc wont be able to debit against the account.. we as the family are trying our best to help the deceased spouse close off accounts and settle debts. There are 4 accounts that were successfully cancelled within 72hrs...cellc is the only company that is not corresponding and seems to have no clue as to what is going on...not only is their cellular network service absolutely useless, but so is their administrative and client services department...i wonder if anything works efficiently at cellc...

can someone: 1] who is competent and knowledgeable and will not be an embarrassment to cellc contact me and assist me 2] do not put an inexperienced person in my hands The references regarding this matter that was sent by me from cellc is as follows: *** + *** The rest is up too cellc to show that they have intelligent and responsible people working there who honor commitments and agreements...otherwise consider a grading on your service from CellC to CellZ

The matter is also been escalated to Telecommunications Ombudsman

Can the CEO of CellC south Africa wake up from your beauty sleep and see whats happening in your company. Open your eyes CEO ...open your eyes