Cell C - Not adhering to its own Network Contract Cancellation policy

<p>I opened an account with Cell C in Nelspruit at one of their stores at the Riverside Mall (Cell C Store Nelspruit) in the last week of April 2016. The contract was for a Router. The deal was R499 for a 60GB buddle for 24months. Sounds like a terrific deals one may think, but it all ended when I arrived home to be disappointed by Cell C's poor network.</p> <p> </p> <p>I made a few calls to seek assistance from Cell C’s customer care and nothing seemed to help so I went back to the store the same week and they made a so called network query and I was told that the matter was transferred to the network department for a network investigation and the department will come back to me within two working days, and they will send a network technician to my house to test the network so I must not leave the device at the store.</p> <p> </p> <p>I must take it with so the technician can test it and the network to determine the fault. Two days went by and after making noise the following week, they called me only a week thereafter and I was given a SD ***. The feedback regarding the query was that the network where I stay is poor because we have two tours and I’m situated far from them. I was told that there is a project of installing more towers to boost the network in my area but it was not known when it will kick off but scheduled for this financial year.</p> <p> </p> <p>The lady advised me to either take back the device to the store and quote the SD reference and they will cancel the contract or wait for Cell C to install more towers as mentioned above. Seeing that it was pointless to wait for the unknown while paying for a service I’m not rendered, I return the device to the store.</p> <p>On arrival at the outlet the store manager was called to attend to my issue, and to my surprise he told me that he knows nothing of such a process of cancelling a contract with a SD reference due to a poor network and that the reference alone doesn’t hold any weight since it doesn’t say much on its description. I was so angry because as a manager knowing the companies policies with regards to such issues is of outmost importance. I told the store manager that I’ve done my part according to them and their network contract cancellation process and now all that is left is for them to do their part, so I left the device in their hands like I was advised to do so when I was given the SD reference. He took my details and he said he will come back to me as soon as he makes any progress.</p> <p> </p> <p>Just before month end (May) I called Cell C to find out if my account was still active and it was. I called the store to find out what was taking them so long to resolve my problem and they told me that the guy who was handling my case resigned but they will look into it. The month of May ended and my account was debited. First week of June I received a call from Cell C and I was told that my network investigation was concluded and I was given another SD reference. I was dumbfounded for a moment because I thought we were done with this process. To my surprise I was informed that this network investigation was initiated by the store and the results were still the same and I was advice to do the latter as explained above.</p> <p> </p> <p>With frustration I called the Cell C customer care for assistance and I was told that they don’t intervene with franchise matters. The store must resolve the issue since they don’t have access to their accounts or data. I felt defeated and I called the store and they referred me to the new manager who knew nothing about my case. He apologized about the whole delay and informed me that the issue has been escalated to his superiors. June end, July passed by and now August my account is still active.</p> <p> </p> <p>I’m very much disappointed with Cell C. You know very well that your network is poor in some parts of the country but you keep on contracting people to your appealing deals and at the end of the day when the customer complain, you refer them to your policies that your are failing to adhere to.</p> <p> </p>