Complaint about bad service

Last year during the beginning of the year (I recall that it may have been March or April 2016) I extended my mobile contract with CELLC with number ********** for a further two years.

I did so telephonically with CELLC direct and with a lady called Pulenf Mabunda.

I extended my contract with a new Microsoft Lumia 950 XL phone. Part of the promotion and which resulted in me specifically taking this phone was a free X-BOX console unit, which I was informed by the said lady would be delivered with the phone.

The phone was delivered but the X-BOX unit was not delivered.

I have made a number of calls and complaints about this issue with CELLC, but to no avail.

I was eventually given the reference number ********** ********** 38

Towards the middle of last year I was contacted by a lady of CELLC, it may well have been the said Mabunda, who explained to me that the console was now unavailable but that in matters like this they could give me a credit to the value of the console on one of my accounts each month until the credit was used up.

I rep**** to the lady that yes I would be interested in that proposal since she had indicated that the console was unavailable and the lady indicated that she would then discuss the matter internally and revert to me. To date -almost a year and a half later! - my complaint has still not been resolved. My attempts to follow up telephonically proved to be fruitless. I eventually sent a detailed complaint in writing via email to CELLC setting out my complaint. Other than an acknowledgement via email that my email had been received and that a consultant would contact me in 24-48 hours to discuss the matter nothing was received and my complaint has not been addressed let alone resolved to my satisfaction.

The lack of a response from CELLC and the fact that my complaint remains unresolved for almost a year and a half is totally unacceptable to me.