Failed Deal Match

I contacted the Cell C Retention Department in order to cancel my Cell C contract, as I was not happy with my signal strength and the offer that the Cell C store in Alberton City was offering me for an upgrade. (Which was almost R1000 for a very basic package for an iPhone 7.)

I spoke to Thabo at the call centre, who convinced me that he will be able to get a better price than what the very promising competition is offering me. I explained to Thabo that I am heading overseas at the end of November and that I wanted to sort out this issue before then. (Hence the prescribed 30 day cancellation period.)

After several failed attempts to get hold of Thabo, whom promised to phone me back with a deal, I managed to get hold of him. He notified me that he was able to give me a very suitable package on Top-Up, as I am not interested in an Open Line. We then proceeded in the Deal Match and completed the Terms and Conditions. He notified me that my device was set to be delivered to me via courier.

I contacted the Cell C Deliveries Department on 30 November 2017, in order to hear if they have an estimated time of delivery, so that I can arrange to be at home at that time. The agent notified me that no Upgrade nor Deal Match had been logged onto my account. This was surprising.

After contacting Thabo again, he notified me that the Deal Match was not approved by his Supervisor, Elon Govendor, due to the fact that it was on Top-Up. This was the first that I heard of this.

This is VERY upsetting to me, as I (who has been a Cell C customer for over 10 years, ) had to spend literally hours on the phone trying to sort out this contract.

My argument: Thabo and I completed the Terms and Conditions, which I accepted. I also gave authorization for the amount to be debited from my account monthly. By law, we completed a contract which seals this deal. This emphasizes that Cell C is not in the position to decline my Deal Match, as the agreement to it was already done. If this Deal Match is not acceptable, it should not have been offered in the first place.

Therefor I would like assistance with this contract and would expect my new device to reach me as soon as possible. Furthermore, I would like to request an thorough investigation into mr. Elon Govendor's department, as all is not well there, with terrible service, poor customer relations and broken communication.

I was promised that Elon Govendor would contact me - I am expecting this call.