********** upgrade

On the 17/03/2021 I went into your cell c store in Chatsworth to upgrade my contact. I wanted to change from the smart data package I'm currently on to the month to month smart data contract with effect from the 01/04/2021. The lady assisting me, who didnt seem to know exactly what she was doing as she kept referring to the guy on the next counter, made it seem as though it was possible. Then I got told they had to migrate me today - which I did not want as I had over 40gb of data. Then they said the new contract would only be effective from the 10/04/2021 - again not something that I wanted. I didnt want my old contract for the first 9 days then a new one after that as I would not have been able to finish all of the data. So I told the lady assisting me that I would like to cancel this transaction and I would phone cell c to cancel my contract and do a new one on the 01/04/2021. She told me I could do that and she hasn't done anything. She asked me if I had the number for the cancellations department

So later that afternoon I phoned the number for cancellations but the call kept getting cut so I phoned the normal call centre number to see if they could put me through. While waiting on the line it proceeded to give me my data balance which was 20gb. Thinking it was just the balance of one of the bundles i waited for an agent. I spoke to a lady and explained that I would like to go through to cancellations and that I couldn't get through on the direct number. She apologized and said she would get her manager to call me.

After some time I decided to check my balance and to my extreme shock I find I really do have 20gb of data. So I phoned the call center again and explained what happened at the store. The lady assisting said that a migration was done. A migration without a new contract being signed. Is this not ***** cell c? She then told me it would take 2 working days to be migrated back to my old package with my benefits (being my 40gb of data). I was also told that I have to pay for this new contract. So your very competent employee messed up and now I have to pay. Lovely.

So now it's the 19/03/2021 and no one has called me so I decided to phone the call center and do a follow up.....your call centre is not the easiest to navigate through. Someone tells you they putting you through yo someone who's going to assist and when you get there oops it's wrong department. I spoke to 4 agents, telling them my story over and over and over again to everyone I spoke to because no one would take the reference and look it up. Eventually I got told that the case was closed because the call was rejected. And why was the call rejected? Because cell c decided to call my work number and not the cellphone number the problem is on. And when I asked why didnt they try the number the beautiful response I got was that the contract number someone has isnt always the number they using. I get that. But when it's time for a upgrade cell c will phone every number they have for you and hound you and they people using your contract number. Yet the same effort cannot be made to resolve a problem? We rather just close the case and blame the customer. So another case was logged with a new reference number and gain I had to wait 2 working days. (Because I have all the time in the world to just wait around)

So now we're on the 21/03/2021 and what's my surprise from cell c today? My data is gone. **** like magic. 14gb the night before and 200mb this morning. What happened here? I didnt even bother phoning your call center as it was a Sunday and public holiday I'd just get told the department isnt working or I'd just be holding on all day.

So today its it 22/03/2021 - Guess what? I got a call from cell c regarding the migration. So again I had to explain my story to the agent and surprise surprise she tells me she cant help me I need to go through to upgrades so that they can cancel the upgrade and she will put me through so I'm holding on someone answers then drops the call. So I phoned the call center selected the option for upgrades someone answers and tells me upgrades is Monday to Friday but they going to help so again here I go with my story only to be told that they going to put me through to upgrades. So I asked the person to check first if the department is open being a public holiday. Then the agent says they closed.

Cell c all I want is my data back. The 40gb that I paid for. I want this other migration nonsense to be sorted out without me having to keep phoning your call center. I want this other contract payment I'm supposed to pay to be rectified by cell c and not ***** my money for an error that was done by your employee.

Cell c where is your responsibility in this? This was an error on your side. Should the call center not have gotten in touch with the store and had them sort it out? Since your call centre just likes to transfer calls. Should someone not have rectified this already? Why had no one taken responsibility to resolve this. Does it have to be reported to the ***** department? I just need this sorted out so I can end my 14 year relationship with you because dealing with you'll has truly become painful. All I'm doing is raking up reference numbers and getting nowhere.