*********** customer service

Hi,

I have two contracts with Cell C. Both of them were due to expire on the 01 December 2019.

In November I got an SMS from a staff member at the Cavendish branch stating that I should contact the store regarding the upgrade or cancellation of my contacts, and provided me with their Cell number, landline and email address.

On the 20th of November I emailed the store advising that I do not wish to upgrade and would like them to terminate the contract once expired on the 01st December.

I received no response whatsoever.

I sent another email asking whether the request has been submitted on the 28th, and still no one bothered responding. I then sent an SMS to the Cell number, to which again, no one responded.

I eventually had time on the 04th December to go to the store and query the cancellation (which I was under the impression was done, as that is what I requested). I was then told by that same staff member who sent the SMS, that they do not cancel contracts I should call the contact centre.

I called the contact centre the next day, who told me that because I did not cancel by the 30th November, the last debit on my account will be on January the 15th. I explained to her that I did request to cancel via email on the 20th November to the store and I was told to take it up with the personal in store.

I called Cavendish and explained to the same staff member I previous spoke to that I just spoke to someone at the contact centre and was told that I will be debited in January again for the expired contract and asked her why no one bothered responding to my email advising me on the process. Her response to me was that the SMS she sent out is mainly for people who wants to upgrade.

I requested to speak to the store manager as someone in the store got my email and simply refused to respond because it was not a request to upgrade and rather a request to cancel. The manager was not in and I was promised a call back. I never received a call from the manager and it's been nearly 10 days. The only correspondence I received from the manager is that I unfortunately the policy is the same for everyone and they do not cancel contracts in store, I should contact the call centre.

My complaint to the manager was about the lack of correspondence from the store, which consequently put me in a financial situation I am not able to afford as I will soon be going on unpaid maternity leave.

Firstly they are not just their for upgrades. They are there to assist customer's. If I was wrong to email them requesting to cancel why did no one bother responding to explain to me what the policy was. I don't work for Cell C, I don't know what policies and procedures they have in place. That is why they have staff to assist customer's.

If the SMS had to state I should call the contact centre to cancel the expired contract, I would of. Instead the SMS said to contact the store.

My question as to why no one from the store got back to me with the correct information regarding the policy has still not been answered. I just keep getting an SMS to contact the call centre. Even though I told them that I already did.

I have misled by the store into thinking that they could cancel the contact and am being ******ed into paying another month for contracts that has expired.

Both the employees and the store manager are there to assist customer's, yet they failed miserably. They never even attempted to understand the route of the complaint, which is the fact that they never responded to my email where I requested to cancel, with the correct information. The manager didn't even bother calling me.

I am utterly disgusted by the poor level of customer service and understanding provided.