Extremely Poor Customer Service

I was contacted by CellC consultant offering a new contract. I advised that I have existing contract and do not need another contract but want to upgrade the existing contract as I have been due for an upgrade for a few months. I was advised that I cannot upgrade the existing contract as it has moved to a month-to-month contract. I then agreed to a new contract with the existing contract being terminated.

I week later I was contacted by a CellC consultant asking if I want to upgrade my existing contract. I told them that I was told that I cannot upgrade my existing contract to which the consultant told me it is not true, and I can upgrade. I informed the consultant that I would prefer the upgrade as then I can keep my same number. The process of upgrading was initiated with the agreement that the new contract request would be cancelled.

There was a delay in delivery of the device due to no stock. On the day of arrival, I received a device for my existing upgraded contract as well as a device for the new contract. I contacted Cell C and explained the issue. I was advised to return the device on the new contract and informed that the new contract will be cancelled when the device is returned to Cell C. The device was returned and received by CellC on 8 March 2022, but the contract is still active.

Yesterday a debit order was charged against my account for both the upgraded contract and the new contract.

I have contacted CellC on numerous occasions, but processes as agreed were not actioned. I have also sent multiple emails to CellC customer service regarding the matter but have not received any feedback.