***********, unhelpful, unprofessional and unwilling staff at the Cell C call center

In a nutshell, I agreed to an upgrade on 4 December, after a technical error on Cell C’s credit department, I was supposed to have two cell phones (not even expensive cell phones) delivered to me on 15 December. Now the 2 devices have been delivered to an office in another province and my only hope seems to wait until middle January 2021 to receive my two phones.

I would like to give you a very brief idea of the timeline that has transpired from when I first agreed to the upgrade T&C’s.

1. 16 November @12h13: I contacted the Cell C call centre and spoke to Teboho to cancel my one contract and then I asked her to give me call on 30 November as I wanted to do an upgrade; 2. On 4 December @ 11h30 Teboho phoned me and we did my upgrade – it took a while because we went through the new delivery address, the terms and conditions etc. After she confirmed that she would just type something in and confirm the delivery date; she never returned my call. 3. On 7 December @ 08h23 I phoned the upgrade department and spoke to Tebogo who said that my credit rating was 0 and besides that they no longer had stock of the A31 & A3 Core. I asked to speak to his manager – Vusi Mochalla who undertook to find out why my credit rating was 0 and come back to me; no one ever came back to me. 4. On 9 December I sent an email at 10h51 to customer services (email attached hereto). Thabisela from social media and marketing phoned me at 13h25 to ask me if I still want the upgrade. She said she will get back to me the next day. She did not. 5. On 10 December at 19h30 I sent yet another email to customer services querying my upgrade. 6. On 11 December at 10h21 Vusi contacted me to say that there was a problem on their side with the Credit Rating. They had contacted (Experien?) and I actually qualified for an upgrade to the amount of R3000.00. He said that the Black Friday special for R349 was no longer available – but he would personally request it and have the phones delivered to me in. He confirmed the address and said that because I lived in Western Cape the delivery would be in a day or two. 7. I emailed Vusi on 14 December at 15h34 to query the delivery of my handsets. I have attached the email. No reply. 8. On 15 December I received a call from my former employer (2016) to say that Cell C had just delivered my devices to their offices in Vanderbijlpark, Gauteng. 9. I immediately phoned Vusi (15 December at 09h47) to tell him the delivery made was in Gauteng. He phoned me back at 12h45 to say he had instructed the courier company to collect them and send them back. He would keep me informed. 10. On 17 December @ 10h41 I phoned Vusi to ask him whether my phones were collected and on their way to me. I said that seeing as though he had delivered it to a company they would probably be closing for Christmas soon so I need them asap. He was very unhelpful and unapologetic so I asked him for his supervisors email address. See attached email to lndwadwa @ 14h31 confirming the situation. I received no reply. 11. In a last attempt for assistance I googled Cell C regional manager and saw Theo Franz’s profile on LinkedIn. He answered my call and undertook to assist. 12. On 22 December @ 10h28 Lesiba contacted me to let me know he had contacted the business where my handsets were delivered to and they would open on 4 January 2021. 13. Theo informed me today that I would not be receiving replacement handsets, but would have to wait until the offices in Vanderbijlpark open, then have the phones collected and receive them sometime in January 2021.

I do not think that this is proper business practice and I am already being billed for the upgrade since 16 December, have gone beyond my capabilities as a loyal Cell C customer just to have my phones delivered before Christmas.

Please let me know, what on earth I can do from my side, to have the devices delivered to me soonest – together with a copy of the agreement which Vusi undertook to provide me with.