Formal Complaint – Unacceptable Experience with Cell C Cancellations Consultant

I have just had one of the worst experiences I have ever had with a Cell C consultant after 20 years of being a loyal customer, and I honestly feel violated by the way I was treated.

All I wanted to do was cancel a contract that has already expired. I fully expected that the consultant would try to persuade me to take out another contract, and I was prepared to listen to one or two questions as part of the process. However, the consultant continued with questions and attempts to engage me in a sales conversation, despite me clearly explaining that I did not want a new contract and that I simply wanted to cancel my existing one.

I eventually told him that the conversation was actually giving me a headache and that all I wanted was to cancel my contract. Despite making this very clear, he continued, and after 18 minutes on the phone, my contract had still not been cancelled.

What makes the situation even more unacceptable is that I requested to speak to his manager, but I was not given the opportunity to do so.

I understand that consultants may be required to offer customers alternative products or contracts, but there must surely be a point where a customer’s clear decision and request is respected. I should not have to repeatedly explain that I do not want another contract when I am simply trying to cancel an expired one.

I would like this matter to be formally investigated, including a review of the call, and I would like confirmation as to why my cancellation was not processed despite my clear request.

I also expect to be contacted by a manager regarding this experience.

This was an extremely frustrating and upsetting experience, and certainly not the level of customer service I would expect from Cell C.