Extremely poor service

To whom it may concern I have been a customer of CellC for the past 18 years and would like to express my disappointment with the service that I received recently. I have been hounded by CellC’s Upgrades Department since March 2021 to upgrade my contract. I explained numerous times to your consultants that I will not be upgrading. Eventually around the 25th of May 2021 I received another call from your Upgrades Department and this time I agreed to upgrade my contract. Below please find the events that followed:- 27 May 2021 Coincidentally the Samsung A02 was delivered to me the same day that I received the below special on the 27th May 2021. I called CellC immediately to request an upgrade reversal from the Samsung A02 to the Samsung A21S special for R199. 31 May 2021 I called CellC again as the Samsung A02 was not collected. I spoke to Xolelwa – he said that it will take 14 days to collect the Samsung A02. I explained to him that the special will end on 6 June and asked if I could speak to his Manager or Supervisor to explain to him the urgency. He advised that his Supervisor was not available and that he will get his Supervisor (Nontlantla) to call me. To date, I have not received the call from the Supervisor? 4 June 2021 (12h14) 1. As I did not receive any response I called CellC again as the mobile was not collected. This time I spoke to Nthatisi in Follow-ups and deliveries. He advised that I should speak to Customer Care (084135) and transferred me. 2. At Customer Care I spoke to Tshiamo and explained the entire story again. He advised that he could not assist and that I should speak to someone in Upgrades and transferred me. 3. I spoke to Veronica in Upgrades who advised that she will escalate an upgrade reversal and arrange for the Samsung A02 to be collected and arrange delivery of the Samsung A21S. I informed her that the special will end on 6 June 2021 therefore the urgency and she responded that she was aware of the special and she will make a note that I should still qualify. SMS Reference Number ***. 10 June 2021 Samsung A02 mobile phone was collected by Ram Couriers (RW***2) in its original packaging. 10-18 June 2021 No acknowledgement of receipt from CellC? 18 June 2021 1. As I did not receive any acknowledgement since the Samsung A02 was collected from me I called the Customer Care Department (084135) and spoke to Dudu. After going through the security checks and explaining the issue all over again she told me that she could not assist and that I should speak to the Upgrades Department and transferred me. 2. Riaad answered at the Upgrades Department but he told that I should speak to the Follow-ups Department. Can you imagine my frustration now as I was being sent from pillar to post again? 3. At the Follow-ups Department I spoke to Ntombi. She said she will escalate the upgrade reversal - Reference Number *** (14 days later another escalation???). She informed me that I will have to call back next week as it takes 24-48 hours. Makes me wonder what happens if it’s not escalated as it has been 23 days since my initial call (27 May). I requested to speak to the Manager of the Follow-ups Department but was advised by Ntombi that I should contact the Upgrades Department to see if I still qualify for the Special (refer to my note of 27 May). She then transferred me to the Upgrades Department before I could complete my sentence. 4. At the Upgrades Department I spoke to Zanele (each time I spoke to a consultant in a different department I had to go through security checks which was becoming frustrating as I had to continually repeat myself and explain the reason I’m calling). I requested to speak to the Manager of the Department but she refused to forward the call asking me repeatedly why I wanted to speak to him despite me explaining that I had a complaint about the service and my upgrade. She said she will take the query and log a call which I refused and insisted I wanted to speak to the Manager. Eventually she put me on hold for a long time then came back saying that the Supervisor (Michael Makhube) was not available and she will get him to contact me. That was around 10h20 this morning (18 June 2021) and I have still not received his call. I am writing this letter as a matter of urgency and I would be grateful if my complaint and my issue gets resolved immediately. Look forward to your response. Regards DG Govender ***