Frustrating and Inconsistent Support from Cell C

I am extremely disappointed with Cell C’s poor customer service and lack of clear communication. I currently have an eSIM data contract with Cell C. Recently, I upgraded my phone and wanted to change my eSIM to a physical SIM card.

Since I live approximately 230 km away (460 km return trip) from the nearest Cell C store, I contacted Cell C customer care multiple times (over five calls) to request a SIM swap. Each time, I was told that I failed the authentication questions even though I provided all the correct information.

One agent advised me to obtain an affidavit from the police station and send it along with my certified ID copy for verification. I went through the effort of doing exactly that and submitted all the required documents to ***

Two days later, Cell C called me and took me through the authentication process again, which I allegedly failed. The agent even mentioned that she did not understand why I had been told to get an affidavit in the first place.

This back-and-forth and inconsistency between Cell C agents have left me completely frustrated and without assistance. I feel let down as a loyal customer and truly regret taking this contract.

I kindly request that Cell C urgently investigate this matter and assist me with completing the SIM swap remotely, as traveling such a long distance to a store is not practical at the moment.