Lack of support.

I have been a Cell C customer for more than 15 years and I cannot tell how disappointed I am in the service I have received over the last two years. I upgraded my package in October 2015 from a Straight Up 200 to a Straight Up 400 and received at the time the new LG 4. To start with the reception on this phone is totally pathetic , it drops calls like mad and half the time , it sounds like you are talking to someone through a tin can. We took the phone back to the branch at Mall@Reds and the people made some changes to the phone and said the problem was solved. Needless to say this did not resolve the problem. After taking the phone back to the same branch several times , people in store making changes and saying the problem would be solved , we finally found out recently that there was problem with that batch of LG 4 phones and that it would have to go in for repairs. This we were told would take two weeks and we would be contacted by the store. After waiting said 2 weeks , we heard nothing from the store. I contacted the store to find out the if the phone had been repaired. I was told the phone was ready for collection. Upon collecting the phone , I asked the store person why they had not informed us that the phone was ready. I was told that the contact number for collection was ********** . How are you going to contact me to tell the phone is ready when it is laying in a drawer in your store ????. EXCELLENT SERVICE !!!!!!. Secondly since I have upgraded to this package , I have questioned several times the amount of data usage. Once again we have been back to the branch at ********** We were told that it was because the phone was upgrading and using data. Once again after fiddling with the phone we were told the problem would be resolved. Again this made no difference. Back to Mall@Reds once again. This time we were told that it was because of Facebook and we were told to use Facebook Lite. When I requested to see an itemised billing nothing was done about this. I have requested several times for a copy of my contract to please be sent to the branch , once again , Mall@Reds and received nothing. Now we come to the call center which is absolutely useless. I have contacted them on numerous occasions regarding issues with the data and had absolutely no help at all. Upon my last conversation with them , I was told that I have a R79,00 cap on my Straight Up 400 package. If this is case , why I am I receiving bills of more than R2000 ????. Jan 2017 – R2590.17 Dec 2016 – R2332.63 Nov 2016 – R1758.66 to mention just a few. During this conversation with above operator , I was told that my Smart Data 30GB day and 30GB nite charges were R599 per month. Only once I informed the operator that she was incorrect and that the price was R499 a month did she correct herself. It is to my understanding that I put a R150 cap on this account , therefore I should not receive a bill of more than R649 ???. I now please once again request that a copy of both my contracts for the Straight Up 400 and Smart Data wifi are sent to me so that we can resolve this issue. I am sure that in this day and age of modern technology that these can be emailed to me???. I hope that we can resolve this issue at soonest. Please also see attached emails that I definitely will not be renewing any contracts with Cell C if this is how your treat a customer that has been with you since the company started. Very disappointing !!!! A note to finish : My wife was once again at the Mall@Reds branch today where she was told by a member of staff there that there is no point in calling the customer care line or contacting the Cell C queries website as the people there do not respond to issues ( which I have seen ) and she was given this email address. Also she was told not to use the 084 140 number as we would have the same result and to use this number ********** . Surely if people in your own branches are telling customers things like this , something is seriously wrong ???. Now upon trying to send you this email , I found out that the email address " ********** does not work. Seriously ????. I contacted your accounts department on the ********** this morning. I was promised that an email address would be sms'd to me. Still waiting. I'm at a loss for words !!!.

I am now in contact with a person at Cell C head office who tells me that my contracts cannot be found.