Contract Upgrade Discussion Request with Retention Department for Escalation yet Zero Feedback after 3 Weeks!

Contract Upgrade Discussion Request with Retention Department for Escalation yet Zero Feedback after 3 Weeks!

Account References: *** / *** / *** Mobile Contact No's: *** / ***

Good Day Firstly, I will certainly try to be as civil possible however please note I am past the point of immense frustration with virtually every possible communication attempt totally depleted. It should not be necessary to eventually as a last resort escalate a personal scenario on a social platform as a last attempt for service attention! I am a contractual customer of CellC for more than 15 years with significant device and services yet even that is not enough to warrant even just a basic response on a promised escalation of speedily feedback undertaking following a call at 14:28 on 22 August 2025 which lasted 1 hour 8 minutes and 42 seconds with an employee (Wendai – not sure whether spelling correct) in your Retention Dept. (Contract Upgrade Division) however this is all available on recording of the conversation. I understood it was a Friday afternoon thus in decency waited till the next week yet still no feedback. I eventually followed-up at 13:26 on 28 August 2025 at the same department with a different person requesting to speak to the individual dealing with the issue however she informed me he was busy on a call but have sent an e-mail to him requesting him to call me back (Friendly and helpful Lady) but alas still no call nor feedback. I again then called at 15:15 on 29 August 2025 - same process - a helpful lady which confirmed that the individual indeed there, but she could not transfer me but yet again confirmed she sent him an urgent mail to call me back! Today is the 5th September 2025 and all I received to date was immense increased frustration by the minute .. oh and yes also as usual received my regular CellC invoicing (plus your continued sms reminders of upcoming payment) which of course feedback you never miss out on ... just as I never miss activity of initiating immediate payment (promptly as per my "word of undertaking") as been the case for the last 15 years. So why then why this tirany of ending up on this forum (besides contemplating the urge to drive to your office HQ)? In short, as I am not going to go into detail on which I have been doing the last 3 months. The basic though is 2 of my 5 contracts are up for renewal and for the last 3 months both my husband (who is a proxy-holder by written confirmation to CellC 3 years ago - which is also nowhere to be found and btw again also re-confirmed at a CellC Centurion branch 2 years ago - yet also disappeared in thin air as by then the new phone upgrade deal was completed) as well as myself received randomly 6 calls per day between the 2 of us from your 135 agent number just interested in "Can we renew your contracts" and as soon as we started to explain that we need to change status of some of our services they will immediately hang-up. My husband eventually got to talk to a very decent agent by the name of Mayson who listened and even provided him with mobile number on which we could send him message and he would call back basically immediately - as I mentioned I don't want to go into all the specifics and requests on this platform because all of this finally reached breaking point on 22 August 2025 which was triggered by again another 135 agent call who then started to argue with my husband with the most irrational ideas just to get the existing contracts as is renewed - this then ended up with first contact to your Retention department (143 number) however again due to the proxy issue I actually had to come home and reconfirm requirements which is then when this initial hour discussion finally happened. As much as I trusted then that this whole issue is finally getting some traction - well if so, then surely there would have been no need for this animosity also resulting to this review.

What is even worse if this was just a small "generalised" issue it would have been completely trivial scenario but currently this is significantly impacting our respective business / work environments from a technology perspective plus at the same time continuing payment for services which completely insufficient (and even on those the cost for exactly similar service differs by nearly 100%)! I want to end this written conversation with serious and urgent requests: 1.) This scenario needs to be resolved by yourselves urgently by means of receiving contact from someone who can assist and take note of the scenario to make certain decisions and urgently where necessary escalate from solution perspective. 2.) Should CellC not be interested in a resolution then please indicate as such so we can pursue different solution regardless. 3.) All the above call information with all individuals to date have been recorded and I am happy to make it available - I do not like threatening people but a fair agreement as such requires 2 parties performing at minimum to at least mutual communication. 4.) I also believe and I mentioned that - CellC at this stage are in much better position than they were not long ago - it's customers like us that supported the business through all ups and downs. Right now, being on a high note with the share-based acquisition of CEC - which is specifically your contract customer base. Is it worth the while at this stage to attract real and factual negative reviews. Same with your success in relation to MVNO business growth? I sincerely trust you will please react on this personally as soon possible which is already way past urgent!

Regards M. Theron