DAY LIGHT ROBERRY - CELL C TOKAI CAPE TOWN

HI all Please assist as we are not getting anywhere with the below. (this was put on social media about a week ago) I booked my phone into repairs on the 05/05/2023 at Cell C in Blue route mall Tokai and they said it will take 21 days to be fixed I was assisted by a girl name Jesse. They made no contact with me after the 21 days and when I called into the store every person, I have spoken to give me different information. I was first told by Bradley that they are awaiting a copy of my contract to be sent to the insurance, then I was told that the issue lies with the insurance and that they would do a follow up and call me back. I was also told that the insurance did not cover my current phone but that it covered my previous phone and I needed to pay in a difference but each month I am paying for insurance and a phone that I am not making use of. I also was told that they would mail me with the follow up, but this was not done. I did not once receive any call back from any of the salespeople nor have I received a mail I was promised which was from Achmat. I spend my time daily speaking to them on the phone and sent a mail but no response. Yesterday I called again and there was no answer which was *** today I also called and now the Cell C Blue route number is no longer in service. Jesse has confirmed over the phone that it is impossible to pay for a old phone on a new contract and confirmed I was misled. Achmat said that he will be mailing all this details to the insurance to find out when I can get my money back for the time, I had paid for insurance of R1600 and I think it is unfair that I have to pay for the mistake of the person that miss old the contract to me. Achmat said he will send the proof of the signature saying that I claim to know about this and take accountability which shows I must pay for a old phones insurance on a new cell phones contract. I am losing R400 a day from not having a phone and not being able to do business. After that we have now received a phone call from Leratho that advised that she is fixing the entire thing and will be doing investigations for us but this is still not sorted The store then still calls us and advised us we liable to pay not answering the questions I have previously raised and brand shaming Hollard making it their fault this has happened but wouldn’t give me a number I can call Hollard on directly and the reference that we need to quote Please find attached questions that we have raised.

• What date we came to book the phone in store for repairs
• What date you contacted us telling us that we need to pay in a R1500
• It was also you that claimed that she was miss old and now claim to have no recognition of this.
• What you are acting managers name is at the store. And that you are claiming its Hollard’s fault that we must pay in the money and not your store , as a third party to brand shame another company for your own misleading information is disrespectful.
• What Part of this contract stated the attached contract states that we would be using the old insurance for a new phone as who in the right mind would do that?
• What happened to the investigation you were doing on the agent that sold Caylin the phone
• Contact number for Hollard which gets me to the specific department that deals with this issue.

We have been misled into taking out a full package were not told to upgrade our insurance from the sales agent in store and nobody is Cell c is not taking ownership of this. To the point it stats below that we agree to insurance, and we are paying for the insurance at no point did you advise it was for the old phone and not for the new one. @*** @infocgso.org.za if you can please assist as this is not leading anywhere. The stores email add has been added in the email, so they aware of what happened and what they did.

Claude Okkers / Caylin Abrahams *** / ***