Deliberately preventing me from cancelling contract

So now I got the the bottom of the problem... when I updated my address the telephone consultant captured it completely wrong. Cell C fails to train their consultants on the importance of capturing correct Personal Information (PI) and verifying the information after capture. I spoke to a consultant Refilwe [surname redacted] who was most pleasant to speak to and was able to resolve my query - but it took a total of four (4) calls to Cell C to get the service I wanted - which was a simple cancellation quote.

This is and remains unacceptable service.

And before you point me to the APP and self-service channels - the APP DOESN'T WORK. As soon as I try to login, the app crashes to desktop (CTD).

And now I've managed to access the Computer self-service channel and there is yet other information provided there than what the consultant confirmed for me - so your self-service channels don't even work.

Thank you TN - I've already submitted a complaint to the Information Officer and Legal department of CELL C regarding this matter - My issue is no longer to cancel the contract, it's the inappropriate and ineffective manner in which your consultants and self-help channels process my personal information. A WORD OF WARNING TO POTENTIAL CUSTOMERS - UPDATING YOUR SELF-SERVICE PERSONAL INFORMATION MAKES NO DIFFERENCE TO THE SYSTEM - THE SECURITY CHECK STILL USES OLD/OUTDATED/INCORRECT INFORMATION.

To: Information Officer
CELL C
*** / *** / ***Subject: POPIA Complaint and Request for Correction/Deletion of Personal InformationDear Information Officer,I am writing to lodge an official complaint under the Protection of Personal Information Act (POPIA) regarding the manner in which my personal information has been handled by your organization.Attached to this letter is a formal request for the correction or deletion of inaccurate personal information currently held by your organization. I have attempted to resolve this matter through your self-service channels and call centre; however, these have proven to be ineffective.I formally request that a competent representative with the appropriate authority contact me via email to address and resolve this issue. I also expect to receive a reference number for this complaint — a request that was unreasonably denied by your customer care consultant.Please acknowledge receipt of this communication and confirm that appropriate steps will be taken in accordance with POPIA.Failure to resolve this matter satisfactorily will leave me with no option but to escalate this complaint to the Information Regulator of South Africa and ISACA for further investigation and action.Sincerely,

Hi Cell C,

The customer care consultant from Social Media and Marketing that phoned me was very helpful, patient and courteous. Unfortunately this problem has escalated from unable to get a settlement quotation to Cell C retaining outdated and inaccurate personal information on record despite my having updated it on numerous occasions. It has also morphed into customer care consultants incorrectly capturing personal information and not verifying said information for correctness and accuracy. It has therefore been made into a PAIA/POPIA case and been escalated to the Legal department for review.

Thank you for your efforts. My rating shall not change but know that the team that monitors Hellopeter responded promptly and efficiently. For that you deserve credit.