Formal Complaint–Unacceptable Customer Service & Conduct

Formal Complaint – Unacceptable Customer Service & Conduct Dear Cell C, I am writing to formally lodge a complaint regarding the extremely poor service I received when contacting your call centre to serve a notice of cancellation. I have been a loyal customer of Cell C for over 11 years, and I have never experienced such unprofessional and disrespectful treatment. During my call, I encountered an agent who was rude, raised his voice, and displayed a complete lack of professionalism throughout the interaction. When I requested his name and surname, he initially refused to provide them gave me his name , and I had to persistently ask before he eventually shared partial details. Furthermore, when I requested his email address he refused outright. What was even more concerning is that when I asked to escalate the matter to a manager, he questioned why I wanted to speak to a manager, instead of facilitating the escalation as expected in a professional customer service environment. I remained on the call for over 30 minutes, yet no resolution was provided. Instead, I was subjected to unacceptable conduct that falls far below any reasonable customer service standard. The only information provided at the end of the call was the following reference number: *** which I assume is a caller ID. I would like clarity on the following: • Is it standard practice for your agents to refuse to provide their full names and details when requested? • Is it acceptable for agents to raise their voices at customers? • What is your official escalation procedure, and why was I denied access to a manager? This experience has left me extremely dissatisfied and has reinforced my decision to cancel my contract. Requested Action: I request that this matter be formally investigated, and that I receive: 1. A written explanation of what transpired 2. Confirmation of corrective action taken 3. Assistance with my contract cancellation and number migration to prepaid, without further delays Please treat this matter with the urgency it deserves. Kind regards, Koketso Kekana