Formal Complaint – Poor Customer Service and eSIM Activation Assistance at Cell C Boulders Midrand

Dear Sir/Madam,

I would like to formally lodge a complaint regarding the poor service I received at the Cell C store located at Boulders Shopping Centre in Midrand.

I visited the store to activate an eSIM and completed the required payment and in-store process. Unfortunately, the staff member assisting me did not properly explain the activation process. I was not informed that I needed to connect to a Wi-Fi network in order to complete the activation.

When I got home, I attempted to activate the eSIM using my mobile data, but the activation failed. I tried again a second time and it still did not work. I then contacted Cell C customer care, where I was informed that I should have connected to Wi-Fi during the activation process.

I followed this advice and connected to Wi-Fi, but by that time the activation code displayed an error stating that the voucher/code was no longer valid. As a result, I had to return to the store at Boulders Shopping Centre to seek assistance.

When I raised my concern at the store, I was extremely disappointed by the attitude of the Assistant Store Manager. Instead of assisting or trying to resolve the issue, I was told that the situation was not her fault. The manner in which my concern was handled was dismissive and unprofessional.

What further concerned me was witnessing another customer who had visited the store earlier with a billing-related issue. After that customer left the store, staff members began discussing and gossiping about the customer in front of others. This behavior made me question the professionalism and respect shown toward customers at this branch.

As a customer, I believe that: • The eSIM activation process should have been properly explained to me at the store. • My complaint should have been handled with professionalism and empathy. • Customers should be treated with respect and not spoken about negatively once they leave the store.

I am therefore requesting that this matter be investigated and that appropriate action be taken regarding the service standards at this branch. I would also appreciate assistance in resolving my eSIM activation issue.

I look forward to your response.