EXTREMELY POOR CUSTOMER SERVICE

The worst service ever from Cell with staff passing blame to other departments. I recently did a cellphone contract upgrade through Cell C tele-sales with someone called Itumeleng Mabaso. He was very pro-active when negotiating the deal around end of Oct and kept following up with me before I agreed to the do an upgrade. I specifically told him I wanted the *Mystic Bronze Note 20 Ultra* several times and also told him I will cancel the contract if I get any other color. Fast forward a week later, the upgrade was approved on the 3rd (Thurs) Nov and the old package migrated to new one the next day (Friday) and finally received a package with the new handset the week after - Tuesday (10 Nov). I was so excited and couldn't wait to open the package. Guess what... HE PROCESSED A MYSTIC BLACK PHONE!! MISTICK BLACK!!!

I didn't bother to open the box since I saw it's the wrong color. I informed him about this immediately then he tells me he cannot guarantee the color but before the sale he has assured me I will get the color that I want, "Mystic Bronze is mainly the color we have in stock anyway" He said.

Needless to say I had problems making calls/browsing the net after upgrading for a couple of days and he was of no help whatsoever getting this resolved, I had to call in several times being kept on hold for a long time and sent from one department to another and eventually got this resolved myself. I asked Itumeleng to have the phone collected and replaced with the correct color, when he took time helping with this too, I decided it's best I cancel the contract and do it at the store. I sent him an email on 12 Nov requesting help with cancelling the contract, till date the contract is not cancelled yet I am being billed the full amount for a phone that has since been collected.

I must know all the retentions department consultants by now because I have spoken with so many people and till date nothing has been done to get this issue resolved. It's been over 14 days since the phone has been collected and sitting with repairs or CCD for inspection to check if the phone is still in good condition. I don't know what they are inspecting for so long since I did not even open the box let alone break the seal.

The retentions team is not communicating with each other, the Sales dept says I must follow up with the Upgrades dept. for contract cancellation, the Upgrades dept says I must follow up with the Follow-ups dept since they are the ones dealing with deliveries, Follow-ups dept says I need to follow up with CCD since they're the ones dealing with collections, like how the hell is this my problem!!!? Almost 2 weeks back I spoke to a lady by the lady named Busisiwe who told me she will do a reversal on the upgrade and call me the next morning (Friday) 9:00am to confirm the status of the reversal, when she didn't call at 9:00 I decided to call in around 11am, I was told she's on leave. I spoke to Dalington (same retentions dept) who tried to transfer me to another department without even hearing the full back-story, when I asked to speak to his supervisor/manager, he refused and transferred me to another department - this was very disrespectful.

The long/short of it all, this whole matter was since escalated about 2 weeks ago by Busisiwe to Anna Gaseiesuwe and Riaz Schuller - Case No. *** till date none of these two has bothered to call, email or text me to share progress update on this case. Very useless escalations department.

- Cell C's Customer service is extremely poor - The consultants don't want to take responsibility - One department pushes blame to another - No one provides an update on anything, unless you call them, even with that it's useless since no one wants to own up to anything. - The feedback turn-around times are very long to never. if you don't follow up.

I am completely dissatisfied with Cell C's retentions department quality of service and certainly wouldn't recommend anyone to signup for any product through Cell C's telemarketing/sales channels.

Only give 1 star because that is the only lowest option. They don't deserve any star.

STAY AWAY!