FORMAL COMPLAINT: INCORRECT CONTRACT AND POOR SERVICE: CELL c

I am sick and tired of this pathetic service. I reported the matter to ICASA and National Consumer Commission as per attached

To Whom It May Concern,I, Joachim Petrus Louw von Wielligh, hereby lodge a formal complaint against Cell C regarding misrepresentation, failure to resolve a service complaint, and ongoing financial prejudice suffered as a result of their actions and negligence.Account Details:
Cellphone Number: ***
Contract Type: Contract UpgradeBackground and Complaint:On 6 March 2026, I was contacted telephonically by a Cell C agent offering me a contract upgrade. During this conversation, I explicitly stated that I required a Samsung device with wireless charging capability. The agent instead recommended the Honor 400 and Honor 400 Pro, and I repeatedly confirmed whether both devices supported wireless charging. I was assured, more than once, that the Honor 400 does support wireless charging.Based on this information, I agreed to proceed with the Honor 400 at a cost of R649 per month over 36 months.On 7 March 2026, after reviewing the contract and conducting my own research, I discovered that the Honor 400 does NOT support wireless charging. This was a clear case of misrepresentation by the Cell C agent.I immediately contacted Cell C to report the issue and cancel the order. I was advised to reject delivery, which I did on 9 March 2026 when the courier arrived. Cell C confirmed that I had acted correctly and undertook to resolve the matter and revert to me within one hour. This never happened.Failure to Resolve:From 6 March 2026 to 27 March 2026, I have made numerous attempts to resolve this issue through Cell C’s call centre, emails, and public complaint platforms such as Hello Peter. Despite repeated assurances, I was never contacted back as promised.Each interaction resulted in further delays, excuses, and no resolution. I was given multiple reference numbers, including:***
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***At one stage I was informed that:

• The original agent must contact me (which never happened)
• The device had not yet been returned to the warehouse
• The device was being inspected for damage (despite me never accepting it)
• There was a backlog

None of these explanations resulted in any meaningful action.I also visited the Cell C store at Somerset Mall on two separate occasions, where staff confirmed that no real progress or intervention had been made on my case.Financial Prejudice:Due to Cell C’s delays and failure to resolve the matter timeously, the contract pricing has since increased (as of 18 March 2026). This now places me in a position where I will be forced to pay more for a contract than originally agreed, had Cell C acted promptly and responsibly.This constitutes clear financial prejudice as a direct result of their inefficiency and failure to act.Current Status:After 21 days, the matter remains unresolved. I am still unable to proceed with a valid upgrade, while my current device is malfunctioning.This level of service is unacceptable and demonstrates a complete disregard for consumer rights.Resolution Sought:I hereby demand the following:

1. Immediate resolution of this matter
2. The ability to upgrade to a device of my choice at the ORIGINAL quoted contract price
3. Written acknowledgment and formal apology from Cell C
4. Confirmation that no financial prejudice will be suffered as a result of their delays

Should this matter not be resolved urgently, I request that regulatory action be taken against Cell C for:

• Misrepresentation
• Failure to provide service
• Failure to resolve a complaint within a reasonable time
• Financial prejudice to a consumer

I trust that this complaint will receive the urgent attention it warrants.Yours faithfully,
Joachim Petrus Louw von Wielligh