Extremely Disappointed with CellC Retentions Team and Upgrade Process

I have been a loyal CellC customer for the past decade, but my recent experience with the company has left me extremely frustrated, angry, and disappointed. My contract is up for upgrade, and after comparing deals from various service providers, I was shocked to find that CellC's competitors, such as Vodacom and MTN, offer far better deals on the Samsung Galaxy S24 Ultra.

For instance, Vodacom provides the S24 Ultra, a Tab S9 FE 128GB, a watch, and a charger for a significantly lower price than CellC's offer, which includes only the phone itself and costs around R600 more. I reached out to the CellC Exclusive Team, hoping for assistance, but was met with unhelpful responses and repeated statements that they could only offer what was on their system.

After being referred to the CellC Retentions team, I was further disheartened by the lack of support and responsiveness. Despite speaking with multiple representatives—Lunghile, Tebogo, and Rhulani—I received broken promises of callbacks and no real effort to retain me as a customer. Even when Rhulani did offer a deal involving the S24 Ultra, Tab S9 FE 128GB, and a charger, the manager Vusi Mochalla disregarded this and insisted that I pay extra for a voucher to buy my own charger. This is not only disappointing but also potentially violates Treating Customers Fairly (TCF) regulations.

CellC's inability to provide competitive deals, broken promises, and lack of respect for customers' time and loyalty is unacceptable. This entire experience has made it clear that CellC's Retentions team is ineffective and that the company is not committed to treating customers fairly. I urge CellC to address these issues and improve its customer service and retention strategies.