HORRIBLE SERVICE - UPGRADED WRONG NUMBER & GAVE TWO CONTRACTS WITHOUT MY CONSENT AND IGNORING REQUEST TO RECTIFY

On 24 October 2019 I received a call from your telesales department.

I was offered a really good deal which I was told was a one day only deal. According to the agent I would receive a Samsung A30 for R349 which would include 1.2G data, 60anytime minutes and 120 cell c to cell c minutes along with sms's and an additional data sim card with 5G data. She further stated that for an extra R99.00 I could get an additional 240minutes.

I told the agent that of the 3 numbers under my name I needed to cancel the two cheaper contracts, being for *** and ***, as these belonged to my Son who passed away 8 August 2018.

My daughter however is using *** and due to her line of work, I thought this would be perfect for her and because it worked out to R450 per month, it was not much more than what she is currently paying.

I specifically requested whether the upgrade would be on *** and the agent confirmed this. I repeated myself several times during our conversation as I am hard of hearing and did mention this to the agent.

On 27 October 2019 I received the phone along with two sim cards believing that everything was correct and in order and gave it to my daughter on 29 October 2019.

On 30 October 2019 I received a third sim card. On the same day my daughter spoke to a call centre agent named Monica (at 16h30) and asked her whether she would need to do a sim swop because of the new sim card being received and asked why there are 3 sim cards. The agent looked at the system and advised that the upgrade was done on ***, which number was supposed to be cancelled as this was my deceased son's number and not ***. She further advised that the two additional sim cards were two new contracts for R99.00 (Numbers: *** and ***). She then advised that we should attend a store in order to cancel the contracts as soon as possible as it still fell within the cooling off period stipulated by the Consumer Protection Act (5days) and that allowed by Cell C (7days).

On 31 October at 9h00 myself, my wife and daughter attended the Vincent Park East London Cell C store. We were told that due to this being a telesales deal, the request would have to be done the same way. The Lady who assisted us was Samantha and her manager. Samantha called the telesales department and requested to speak to the agent who did the upgrade.

We were told that due to the upgrade being done on the incorrect number, they would simply need to reverse this upgrade and arrange to collect the phone and that the two new numbers would need to be cancelled.

During her discussions with the telesales agent the agent became extremely rude and threatened to put the phone down in her ear. The manager of the Vincent branch then took over the call and attempted to speak to her but she was rude and advised that she was not willing to assist.

The telesales agent, whose name I believe is Sasha Lee April then proceeded to say that because we opened the phone there was nothing she could do, however this was not due to any fault of ours as the telesales agent had upgraded the incorrect number without my consent and provided me with two new contracts without my consent. I had no knowledge of the upgrade being on my deceased son's number until my daughter received the call from Monica on 30 October 2019.

Further According to the Cell C staff despite the opening of the phone Cell C allows 7days for a client to return the product/cancel the contract if this is not what they wanted/was what they expected.

Samantha informed the telesales agent hereof and the telesales agent said she would speak to her supervisor and revert. I had also spoken to the agent whilst I was in store.

I have called Cell C Vincent Park several times and both my wife and daughter have been to follow up on a status update however we have been advised that absolutely nothing has been done and there were no notes made on the system.

The telesales agent has been malicious and ********** in that she has purposely upgraded the wrong cellphone number and provided me with two new contracts without my consent. She has been confronted and requested to rectify this and has refused/failed to do so.

I had within the legally specified time requested the reversal of the upgrade and cancellation of the two new contracts and nothing has been done about this.

When I was instore I was advised that this error could be corrected rather quickly and that if it was an error done in store it would have been done right away. I have been advised that I would be contacted within 48 hours however no calls have been received. I am afraid that they will start deducting these funds from my bank account and that they are purposely not attending to this complaint.