***********, aloof, *****.

I took out a router/data contract with cell c in August 2018, I lost it October while away on work, I went in to claim on 24/11/18 because I requested for insurance to my surprise I wasn't insured. The lady who helped me wasn't there, I then spoke to the assistant manager who took down my numbers and promised to call on Monday so I may see the manager, I went back on Wednesday 28/11/18 after waiting to be contacted which didn't happen. I asked the assistant manager of the way forward as I looked through my debits and realized the debits were just for the contract, he then told me the lady who assisted me will have to account either pay off the contract or buy me a new router this is after I told him I need a way forward as I don't want to be going back and forth with she said I said. I was then assured that I must not worry cell c has a way of dealing with their employee mistakes it will be taken care off. The lady was still not there, they told me she'd be in on 3/12/18 and that they will call me.

Having not received any call I went back in on the 6/12/18 and the assistant manager was now telling me a different story from the "we'll sort it out story" he was telling me the lady doesn't remember me asking for insurance, I told the guy you can't be telling me stories after I've been coming here looking for a way forward, I told him I'll be pragmatic on your behalf and do a Sim swap. Clearly the "we'll sort it out story, the staff knows they pay for their mistakes" story was a lie.

When I asked for a way forward, I wasn't stupid it was to avoid confrontation, to solve this timeously and for them to be honest about cell c procedures.

What really makes me angry is that I told the assistant manager I was leaving Heidelberg 7/12/18, I need this solved before then, he could not be bothered as he forgot that as well.

I was told "we will call you to see the manager" , the second time was "when the lady who helped you is back" I never received those calls instead everytime I walked through their door the "assistant manager told me to my face" I forgot " he forgot a costumer. What great service!!!

I finally went for that Sim swap on 7/12/18 when I got there the lady who helped me was there. I sat down started with the paperwork, I was so over the poor service and the staff of this branch I didn't say anything to anyone until a lady who did not even introduce herself to me asked what was happening, I told her I lost my router m supposed to be insured but m not, left it at that. The lady who failed me as a customer was present and had s the nerve to speak around me with that lady to say "I would not omit insurance when it's asked for" excuse me but I am also not stupid to take out something on contract and not insure it. I wouldn't match into a store and claim m insured with confidence knowing m not insured.

The service is horrible, staff attitude even worse, they wasted my time, didn't bother to advise on the situation, I had to opt for a Sim swap because as they drag their feet my debits are going off.

Terrible!!!