CellC and it's delay in sort myself and my husbands contract.

On the 24 August 2017 I was called by head office offering me an upgrade as my contract was going to expired in September. After numerous emails and phone calls I accepted the contract. The contract that I agreed to was.

A Samsung Galaxy J5 2017 handset. A Pinnacle 100 contract. Which would only cost me R199 a month and I would get 100 SMS, 100 mgs Data . As I wanted 200mgs data he said he would charge me R239 a month. If we needed more airtime we were to phone in and organize more airtime. He did not tell us it was and open line, after I made it clear to him that I could not offered more. The hand set was due to arrive on Tuesday the 29 August.

On the 25 August the hand set arrives. It’s a normal Samsung Galaxy J5 and that is the phone I already have. I immediately contact the guy in head office and he tells me that customer service must have packed the wrong phone I need to phone them and have it collected. On phoning 084145 I was told that the Samsung Galaxy J5 2017 handset is not even out yet and that the guy from head office **** to us. At the same time I found out that the contract was an open line and that I would be billed a lot more then R239 a month. I then tried to cancel the contract and was told I had to wait till the handset was picked up and back at the offices. The whole of Friday and Monday I phoned trying to get the handsets picked up and the contracted cancelled. No one could help me. On Tuesday at 12.00 the handset was pick up.

On Wednesday I phoned and was told that it was still not there. Eventually very late in the afternoon I got an sms saying that the device is there and I could go ahead with getting a replacement. I phoned 084 145 and explained everything to the person who answered told them I want the contract canceled and to go back to my old contract and that I did not want a new handset. I said that when I was ready I would go into the store and sort out a new deal. I was put from person to person and back again and no one could help me. I even asked to speak to a manager and was told they can’t help me. On Thursday I phoned again very angry and still no one could help me. On Friday I finely was told ok they will migrate me to a Pinnacle 100 top up and that it will only cost me R139 a month as I was not going to get a new handset. I made it very clear that I was not going to pay for the few days I was on the Pinnacle 100 as I had been **** to. I was assured that only R139 would come off my bank.

Imagine my unpleasant surprised when I opened the attached invoice. I went yesterday the 7 September to the Pavilion Cell C shop and the gentlemen there was very helpful. He called customer care and they said they are dealing with my complaint and will phone. Still no one has phoned me.

I want this sorted today. I cannot afford to have R385 taken out of my bank when the debit order goes off. I don’t have the money. I don’t want to have to wait for a refund as your customer service is useless in sorting contracts how long will it take to get a refund. I know I am now on the Pinnacle 100 Top up and I expect only R139 to be debit on the 15 September. Or I will cancel my contract and go over to another service provide who knows what they doing.

I have phoned over 20 times, wasted time at work trying to sort out this mess because one person from head office **** to me. I expect to be compensated for all this trouble. My wife and I were going to get the same deal and she has also been put through the same problems. Still trying to sort hers out too.

Very angry Hope to hear from you soon